"This request type includes a form that can’t be seen in this view" question

Question

Up until recently, it would show when an agent tried to create a request with a form. Nearly all of our requests have forms and this banner no longer pops up when they go to create an issue (Use request type fields is checked). This is happening on all requests now, except one. I have no idea why that ONE specific request type does it and none of the others do.

Did something on Jira's end change recently that could cause this? How on earth do I get it back? I can't prevent agents from creating all tickets via the create screen but we need some way to remind or force if necessary, they only create certain tickets via the portal to ensure the forms are filled in.

Olha Yevdokymova_SaaSJet · Answer

Hi @NoName

You’re not missing anything on your side — this is tied to how Atlassian designed request type forms vs. the issue create screen.

That banner “This request type includes a form that can’t be seen in this view” used to appear when an agent tried to create a request with a form directly from the Create Issue screen. It was essentially a reminder that the full form is only shown when the request is created via the portal. Recently, many admins have noticed the banner no longer shows consistently. There isn’t an Atlassian release note stating it was removed, but the Community confirms this is expected behavior:

Atlassian Community – “Jira Service Management: This request type includes a form…”
“Forms in Request Types are not displayed like in the portal. In the back-office, you will only see the fields that are defined in the request type, outside the form. That’s why you see this warning message. Therefore it's always advised to create JSM tickets via the portal.”👉 View the thread
Atlassian Knowledge Base – Troubleshooting request types

Atlassian has docs explaining how request type fields behave differently in the portal vs. the agent view, and why certain fields/forms don’t show in “Create Issue.”👉 Troubleshoot issues with request types

So what you’re seeing (the banner only appearing for one request type) may be a mix of older behavior and current design. Atlassian hasn’t published an official change log saying they’ve removed it, but the Community guidance shows it’s intentional that agents don’t get the full form in the create screen.

How Smart Forms for Jira can help

If you need a stronger guarantee that agents or customers always provide the required form data — without relying on the now-missing banner — Smart Forms for Jira (developed by my team) gives you a few options:

Auto-attach forms to issue typesYou can configure forms to be automatically added to issues whenever a specific type (e.g., “Bug” or “HR Request”) is created. That way, even if someone uses the Create screen, the form appears directly in the issue.

Manual attach + enforcementIf flexibility is needed, agents can add forms manually — but you can still use automation rules to check if a required form hasn’t been submitted and send reminders(when the form is submitted the commennt is lift in the work item so you can check submisison)

Auto-update status after form submissions

Portal & external sharingForms can be embedded in the JSM portal, shared by link, or even sent via Jira Automation. This ensures customers and external users provide complete data without needing Jira access.

Field mapping & automationForm responses can map directly into Jira issue fields (priority, components, custom fields, etc.) and trigger automation rules. For example, if a “Department” field in the form = IT, the issue can be auto-assigned to the IT queue.

Security and controlEach shared form link can be configured with access rules (one-time use, verified in instance, or open), so you can safely collect responses without opening up your project to all users.

I know this change from Atlassian is frustrating when your process relied on that banner as a guardrail. Using Smart Forms, you can re-create that safeguard by auto-attaching the right form and enforcing completion with automation, rather than depending on a banner that Atlassian may no longer support.

Happy to walk you through a step-by-step setup if you’d like.

John Funk · Answer

Hello cat,

I would suggest you submit a support ticket to Atlassian as I believe some things have changed this week (not for the better) with the interface.

https://support.atlassian.com/contact/#/