How to create conditional field visibility (dynamic request form) in Jira Service Management?

Question

Hi Community,

I’m trying to build a dynamic request form in Jira Service Management (JSM) where certain fields appear only when specific options are selected.

Here’s my use case:

* Field A → Dropdown

* Field B → Long Text

* Field C → Dropdown

* Field D → Long Text

Requirements:

* Field B should only be visible when the user selects “Option 2” from Field A.

* Field D should only be visible when the user selects “Others” from Field C.

This type of conditional logic is very easy to configure in Freshdesk, but in JSM I’m struggling because it seems the form supports only sequential execution rather than true conditional visibility.

Question:
Is there a way (either natively in JSM or via a workaround/add-on) to achieve this type of conditional field behavior?

Thanks in advance for any suggestions!

Olha Yevdokymova_SaaSJet · Answer

Hi @Manish Taneja

Great question — you’re right that Jira Service Management’s request forms don’t yet work quite like Freshdesk when it comes to true conditional field visibility.

🔹 What You Can Do Natively in JSM

JSM now includes section logic on portal forms (rolled out in 2024):

You can create form sections and apply rules like:

Show this section only if Field A = Option 2

Show this section only if Field C = Others

All fields inside that section will then appear or stay hidden together.

This works well if you’re grouping related fields, e.g. an “Additional Details” block that only appears for certain request types.

⚠️ But the limitation is that logic applies only to sections, not individual fields. You can’t set multiple independent rules on a single field or build more granular branching.

🔹 If You Need True Dynamic Field Visibility

For more flexible setups, you might consider Smart Forms for Jira (developed by my team). It adds:

Field-level conditional logic → Fields can appear/disappear based on specific answers (e.g., Field B shows only when Field A = Option 2).

Nested rules → You can build multiple dependencies (e.g., Field D only shows if C = multiple fields, and then trigger another set of fields based on that).

External sharing → Forms can live in your JSM portal, but also be shared via link, QR code, or embedded on a website.

Attachments & validation → Collect screenshots, documents, or enforce regex validation.

Field mapping → Responses flow directly into Jira issue fields (Summary, Priority, Department, etc.), so your workflows, SLAs, and reporting all still work cleanly.

Automation integration → Because responses are mapped, you can trigger rules like:

If Priority = High → escalate to manager

If Department = HR → auto-assign to HR queue

Marc -Devoteam- · Answer

Hi @Manish Taneja

Use the option Forms in a JSM project.

You can make use of sections in a form.

use-forms-in-jira-service-management