The form from the initial JSM request is in the details section instead of the form section

Question

I've noticed that the form from an initial service request (i.e. a ticket) is now displayed the details section rather than in the forms section. Is this configurable at all? As this now means that forms are all not all in the same place which can be confusing on tickets with a larger number of forms.

Numeric Oasis · Answer

One consequence of the rollout Josh identified is worth testing before you treat the change as purely cosmetic, and it applies if you run any automation against forms.

JSDCLOUD-19669 records that with the new form placement in the Key details section enabled, opening a form for customer edit no longer fires the "Form opened for edits" automation trigger. Nothing lands in the audit log either, so a rule that previously ran will simply stop running without announcing itself.

It was filed on 21 September 2026, sits at Gathering Impact, and currently lists no workaround.

So the placement you noticed is the visible half of this change, and the trigger is the half that fails quietly. If any of your gated or approval flows depend on that trigger firing, check them now rather than after someone reports a stalled request.

Matthew Sinclair · Answer

Oh lovely - guess my Monday morning is going to be interesting.

Def. going to have to check that out.

Josh · Answer

Hi Charlotte, you're not imagining it, and it isn't your configuration. Atlassian is rolling out a change called "Request forms: New location in the request view" (rolling out from August 2026). The form a customer fills in when they raise the request now shows in the Request details section of the work item instead of under Attached forms.

What that means in practice:

* The initial request form (the one tied to the request type) now shows in Request details.
* Forms added later (attached by an agent, by automation, or via a form link) stay under Attached forms.
* If a work item has no other attached forms, the Attached forms section shows a short message pointing agents to the new location.

I haven't seen a setting to switch back, and the support page How forms behave on work items still says every form appears under Attached forms, so the docs haven't caught up yet.

What I'd do for now is give agents a simple rule: what the customer submitted is in Request details, and anything we asked for afterwards is in Attached forms. If having every form in one place matters for your larger requests, send that feedback through the in-product feedback option or a support ticket. It's a recent change, so concrete examples from your team are timely feedback.