Once a user submits a form, will Jira provide a confirmation with corresponding Jira ID

Question

My goal is to move current request for Service Now into Jira so that my team can stop the manual effort of re-keying request from ServiceNow into Jira.  Jira Forms enables this to happen.  However, when considering the end user I would like then to receive a confirmation that the ticket was received along with the corresponding Jira ID.

Does Jira do that? or Is there a pop up message I can enable and customize?

Olha Yevdokymova_SaaSJet · Answer

Hi @Shakira Davis Heath

Adding to Trudy and Marc’s answers — the exact behavior depends on whether you’re using Jira Service Management or a regular Jira project.

With JSM, customers can receive the standard request confirmation through customer notifications. For regular Jira projects, as Trudy mentioned, you can use Jira Automation to email the submitter the newly created work item key.

If your goal is specifically to give an external user an immediate confirmation on screen, another approach you might consider is Smart Forms for Jira, developed by my team at SaaSJet.

You can configure an external form to create the Jira work item automatically and customize the message shown immediately after submission. The confirmation can include dynamic values such as:

Your request has been received. Ticket ID: ${workItemKey}

You can also include ${workItemLink} if the submitter has access to the Jira work item.

For users without Jira access, I’d normally show the ticket ID in the confirmation and then use Jira Automation to send an email containing the same ID and any next-step information. The form can capture the requester’s email address and map the rest of the submitted data directly into the Jira work item, so there’s no re-keying involved.

That would give you a flow like:

User submits request → Jira work item is created → ticket ID appears immediately → confirmation email is sent

This sounds quite close to the ServiceNow-to-Jira intake flow you’re trying to replace.

Igor Medeiros - Modus Create · Answer

Hi @Shakira Davis Heath

Adding to what Trudy sent, an Automation rule can cover the email side. Use Work item created as the trigger, scope it to your form's project, then add the Send email action. Put {{issue.key}} and {{issue.url}} in the body, and set the recipient to Reporter.

For branded templates and per-project layouts, our app Notification Assistant for Jira covers this. It can also send to email addresses captured on the form itself.

Feel free to reach out if you'd like to learn more.

Trudy P Claspill · Answer

Hello @Shakira Davis Heath

Welcome to the Atlassian community.

Are you planning to use the Jira application for this, or the Jira Service Management application? Another way to ask that question is will you have the users submitting forms that create work items in Software and/or Business spaces, or in Service spaces?

If you use just the Jira application and have users submit forms that create work items in Software and/or Business spaces, they will not automatically receive an email with the ID for the work item created. If you want such an email sent you would need to set up an Automation Flow to do that. There is no native option to show that information in a pop-up to the submitter when the form is submitted. There is a change request asking for such a pop-up to be added.

https://jira.atlassian.com/browse/JRACLOUD-94094