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How Do I Create a Jira Issue when a JSM Form is Submitted?

Jeffrey Hunter_3a1vup

I've created a form in Jira Service Management and when I go to the form Settings, I have no option for "Create Issue".

Been Googling this for a bit now and have no clear answer. It seems this ProForma app is/was used to automatically create Issue when form is submitted, but I don't even see this app in the marketplace.

What's the latest info on how to do this?

Accepted answers

Gustavo Ezequiel Szemruck

Hola, @Jeffrey Hunter

Welcome to the Atlassian Community!

The issue you mentioned occurs because the Request Management section is not properly configured, where the request types offered by JSM are defined.

In this section, you can link request types such as incidents, problems, or changes to the created form. Then, when you generate a report from your project, you will see the following:

imagen 1.png

All comments

Gustavo Ezequiel Szemruck

Hola, @Jeffrey Hunter

Welcome to the Atlassian Community!

The issue you mentioned occurs because the Request Management section is not properly configured, where the request types offered by JSM are defined.

In this section, you can link request types such as incidents, problems, or changes to the created form. Then, when you generate a report from your project, you will see the following:

imagen 1.png

Jeffrey Hunter_3a1vup

Thanks @Gustavo Ezequiel Szemruck

I have associated the Request Type "System Decommission" with the form "System Decommission Request" as shown below.

Screenshot 2025-02-07 at 13.46.04.png

When I go to the "System Decommission Request" form settings, I still do not see "Create Issue" option.

Screenshot 2025-02-07 at 13.50.10.png

Gustavo Ezequiel Szemruck

@Jeffrey Hunter ,

I understand. What you're looking for is to ensure that the form is properly associated with a request type in the configuration. From what you showed, you completed the first part correctly, but there's one key step missing: the configuration of the group portal under Channels and Self-Service.

What are group portals?

Group portals, within the Groups and Self-Service section, allow you to organize and restrict access to specific forms or requests within the help portal.

Why is it important to configure the group portal?

The main impact is on the help portal and how users create issues. If you don't configure a group portal and associate the forms, you won't be able to link them correctly to the request type.

Solution

Go to the configuration of your project in JSM.
Look for the option "Groups and Self-Service" and click on it.
A dropdown will open with several options; select "Group Portals".
In this section, you'll see the option "Portal Configuration" (visual part) and next to it "Group Portal". Click on the latter.
Since you don't have any groups configured yet, this section will be empty.
Create a new group with the name of your choice.

imagen 1.png

Clarification:

The groups you create within the project can be named as you prefer. In my case, the names refer to the forms I’m trying to associate. A good practice, if it’s for a company and will be used internally, is to segment it by areas for better management of form visibility. If that’s not the case, I recommend organizing it by frequent types of requests that occur in your company, such as internet outages, etc.

Finally, what you’ll need to do is, within the created group, associate the form you're trying to have appear in the configuration.

Jeffrey Hunter_3a1vup

Ok, I think I may have misunderstood how JSM works. So I have configured the request type and portal group as described and I do see a new JSM issue is created when I submit the form.

Screenshot 2025-02-07 at 15.54.01.png

My particular use case is different than the above. I have an existing Jira Software Project with an issue type "System Decommission". When a user submits the form via JSM, I want to create a new Jira issue under the Jira Software Project. Is this possible out-of-the-box?

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