Hi everyone, We are using Jira Service Management Premium Cloud and have an existing Change Request request type on the customer portal. We have created Jira custom fields and added them to the relevant screens. We need to implement conditional field visibility and validation directly on the customer portal. Requirement We have two Jira custom fields: * Additional Details Required? — Select List (Yes/No) * Additional Details — Paragraph (multi-line text field) We want the following behavior when a customer raises a Change Request: * If the customer selects Yes, the Additional Details text field should appear and become mandatory. * If the customer selects No, the Additional Details text field should remain hidden and should not be required. * Both field values must be saved to Jira custom fields and be available for JQL, reporting, and automation. * The same field values should also be copied to the linked Jira Software issue. Questions * Is it possible to implement this conditional behavior natively in Jira Service Management Cloud? * Is there a free Marketplace app that supports conditional field visibility and conditional mandatory validation directly on the JSM customer portal? * Can the solution use standard Jira custom fields so that the values remain available for JQL, reporting, and automation? * What is the recommended approach to ensure that the Additional Details field is mandatory only when the customer selects Yes? * Can the values be copied automatically to the linked Jira Software issue? Any recommendations, implementation steps, or examples from similar setups would be greatly appreciated. Thank you!

Hi @Venkat Jira Admin, You can achieve this natively in Jira Service Management Cloud without any third-party or Marketplace apps. 1. Conditional Visibility & Mandatory Validation (Native Solution) Use JSM Forms : * Navigate to Project settings > Forms. * Edit or create the form linked to your Change Request request type. * Add a Choice question:* Label: Additional Details Required? * Choices: Yes, No * In the field settings, set Linked Jira field to your custom field Additional Details Required?. * Add a Conditional Section directly below it:* Set condition: Show this section when Additional Details Required? = Yes. * Inside the conditional section, add a Paragraph (multi-line) question:* Label: Additional Details * Toggle Required to ON. * Set Linked Jira field to your custom field Additional Details. * Save and set the form to show on the portal. How it works: * If the user selects No: The section stays hidden and is not required. * If the user selects Yes: The section appears and becomes mandatory for submission. 2. Standard Custom Fields (JQL, Reporting & Automation) Because both questions are mapped using Linked Jira field, the values are written directly to your Jira custom fields upon submission. They are immediately accessible for: * JQL queries * Dashboards, filters, and reports * Automation for Jira rules 3. Copy Values to Linked Jira Software Issue Use a standard Automation for Jira rule: * Trigger: Issue linked (or Issue created if created automatically) * Condition: Issue Type is Change Request * Branch: Branch on linked issues (select the relevant link type) * Action: Edit issue* Map Additional Details Required? ➔ Copy from Trigger issue * Map Additional Details ➔ Copy from Trigger issue Thanks!!

Hi @Venkat Jira Admin, Thanks for sharing the screenshots! When Test Major change/New project is set to Yes, both Test add BRD and Special Equipment Required? show up. This means Special Equipment Required? is currently inside the first conditional section. In JSM Forms, every field placed after a conditional section divider stays hidden until a new divider resets the section. How to Fix It (Quick 3 Steps): In the Build tab: * Add a divider above Special Equipment Required?* Click on Test add BRD (or the space between Test add BRD and Special Equipment Required?). * Click Add section in the top toolbar to insert a new divider between them. * Set that new divider to "Always show":* Click the new divider. * On the right panel, make sure Logic is set to Always (do not add any condition). * This closes the first conditional section and ensures Special Equipment Required? is always visible on the portal. * Verify the logic for Equipment Details:* Click the divider right above Equipment Details. * On the right panel, set condition: Show IF ('Special Equipment Required?' is 'Yes'). Thanks!!

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How to Make a Text Field Mandatory Only When a Dropdown Value Is “Yes” in JSM Cloud?

Venkat Jira Admin

Hi everyone,

We are using Jira Service Management Premium Cloud and have an existing Change Request request type on the customer portal.

We have created Jira custom fields and added them to the relevant screens. We need to implement conditional field visibility and validation directly on the customer portal.

Requirement

We have two Jira custom fields:

Additional Details Required? — Select List (Yes/No)
Additional Details — Paragraph (multi-line text field)

We want the following behavior when a customer raises a Change Request:

If the customer selects Yes, the Additional Details text field should appear and become mandatory.
If the customer selects No, the Additional Details text field should remain hidden and should not be required.
Both field values must be saved to Jira custom fields and be available for JQL, reporting, and automation.
The same field values should also be copied to the linked Jira Software issue.

Questions

Is it possible to implement this conditional behavior natively in Jira Service Management Cloud?
Is there a free Marketplace app that supports conditional field visibility and conditional mandatory validation directly on the JSM customer portal?
Can the solution use standard Jira custom fields so that the values remain available for JQL, reporting, and automation?
What is the recommended approach to ensure that the Additional Details field is mandatory only when the customer selects Yes?
Can the values be copied automatically to the linked Jira Software issue?

Any recommendations, implementation steps, or examples from similar setups would be greatly appreciated.

Thank you!

Accepted answers

Shaik Riyaz

Hi @Venkat Jira Admin,

You can achieve this natively in Jira Service Management Cloud without any third-party or Marketplace apps.

1. Conditional Visibility & Mandatory Validation (Native Solution)

Use JSM Forms :

Navigate to Project settings > Forms.
Edit or create the form linked to your Change Request request type.
Add a Choice question:
- Label: Additional Details Required?
- Choices: Yes, No
- In the field settings, set Linked Jira field to your custom field Additional Details Required?.
Add a Conditional Section directly below it:
- Set condition: Show this section when Additional Details Required? = Yes.
Inside the conditional section, add a Paragraph (multi-line) question:
- Label: Additional Details
- Toggle Required to ON.
- Set Linked Jira field to your custom field Additional Details.
Save and set the form to show on the portal.

How it works:

If the user selects No: The section stays hidden and is not required.
If the user selects Yes: The section appears and becomes mandatory for submission.

2. Standard Custom Fields (JQL, Reporting & Automation)

Because both questions are mapped using Linked Jira field, the values are written directly to your Jira custom fields upon submission. They are immediately accessible for:

JQL queries
Dashboards, filters, and reports
Automation for Jira rules

3. Copy Values to Linked Jira Software Issue

Use a standard Automation for Jira rule:

Trigger: Issue linked (or Issue created if created automatically)
Condition: Issue Type is Change Request
Branch: Branch on linked issues (select the relevant link type)
Action: Edit issue
- Map Additional Details Required? ➔ Copy from Trigger issue
- Map Additional Details ➔ Copy from Trigger issue

Thanks!!

Shaik Riyaz

Hi @Venkat Jira Admin,

Thanks for sharing the screenshots!

When Test Major change/New project is set to Yes, both Test add BRD and Special Equipment Required? show up. This means Special Equipment Required? is currently inside the first conditional section.

In JSM Forms, every field placed after a conditional section divider stays hidden until a new divider resets the section.

How to Fix It (Quick 3 Steps):

In the Build tab:

Add a divider above Special Equipment Required?
- Click on Test add BRD (or the space between Test add BRD and Special Equipment Required?).
- Click Add section in the top toolbar to insert a new divider between them.
Set that new divider to "Always show":
- Click the new divider.
- On the right panel, make sure Logic is set to Always (do not add any condition).
- This closes the first conditional section and ensures Special Equipment Required? is always visible on the portal.
Verify the logic for Equipment Details:
- Click the divider right above Equipment Details.
- On the right panel, set condition: Show IF ('Special Equipment Required?' is 'Yes').

Thanks!!

All comments

Shaik Riyaz

Hi @Venkat Jira Admin,

You can achieve this natively in Jira Service Management Cloud without any third-party or Marketplace apps.

1. Conditional Visibility & Mandatory Validation (Native Solution)

Use JSM Forms :

Navigate to Project settings > Forms.
Edit or create the form linked to your Change Request request type.
Add a Choice question:
- Label: Additional Details Required?
- Choices: Yes, No
- In the field settings, set Linked Jira field to your custom field Additional Details Required?.
Add a Conditional Section directly below it:
- Set condition: Show this section when Additional Details Required? = Yes.
Inside the conditional section, add a Paragraph (multi-line) question:
- Label: Additional Details
- Toggle Required to ON.
- Set Linked Jira field to your custom field Additional Details.
Save and set the form to show on the portal.

How it works:

If the user selects No: The section stays hidden and is not required.
If the user selects Yes: The section appears and becomes mandatory for submission.

2. Standard Custom Fields (JQL, Reporting & Automation)

Because both questions are mapped using Linked Jira field, the values are written directly to your Jira custom fields upon submission. They are immediately accessible for:

JQL queries
Dashboards, filters, and reports
Automation for Jira rules

3. Copy Values to Linked Jira Software Issue

Use a standard Automation for Jira rule:

Trigger: Issue linked (or Issue created if created automatically)
Condition: Issue Type is Change Request
Branch: Branch on linked issues (select the relevant link type)
Action: Edit issue
- Map Additional Details Required? ➔ Copy from Trigger issue
- Map Additional Details ➔ Copy from Trigger issue

Thanks!!

Marcelo Montaño Sánchez

You can achieve this using Forms in Jira Service Management Cloud.

Forms support conditional logic, so you can configure the Additional Details field to appear only when the customer selects Yes for Additional Details Required? You can also configure the field as required when it is displayed.

One important detail is that, if you need the values to be available for JQL, reporting, and Jira Automation, you should link the form fields to the corresponding Jira custom fields. This ensures the information is stored in Jira rather than only in the form.

As for copying the values to the linked Jira Software issue, you can use Jira Automation to copy the values to the corresponding fields, provided the issues and fields are configured appropriately.

I would start with native Forms functionality before looking for a Marketplace app, since it may cover your requirements without introducing another dependency.

Regards

Venkat Jira Admin

Hi @Shaik Riyaz, Thanks for the reply. Can we add two conditions within a single form in Jira Service Management Cloud? If yes, could you please explain the step-by-step procedure? I tried configuring this, but I couldn’t get it to work as expected.

For example, I want to configure the following conditions in my Change Request form:

Condition 1: If Additional Details Required? is set to Yes, display the Additional Details field.
Condition 2: If Business Impact? is set to Yes, display the Business Impact Description field.

Could you please guide me on how to configure both conditions within the same form? Regards, Venkat.

Shaik Riyaz

Hi @Venkat Jira Admin ,

Yes absolutely, you can easily add multiple independent conditions in a single form.

Steps to configure:

Condition 1:
- Add Question: Additional Details Required? (Choice: Yes / No).
- Add Conditional Section: Set to show when Additional Details Required? = Yes.
- Inside this section, add Additional Details (Paragraph) and toggle Required to ON.
Condition 2:
- Below the first section (in the main form area), add Question: Business Impact? (Choice: Yes / No).
- Add a second Conditional Section: Set to show when Business Impact? = Yes.
- Inside this second section, add Business Impact Description (Paragraph) and toggle Required to ON.
Link to Jira Fields: In each question's settings, set Linked Jira field to map them to your custom fields for reporting and JQL.
Check with preview form.
Click Save changes.

Thanks!!

Venkat Jira Admin

Hi @Shaik Riyaz,

Thanks for the reply.

Initially, we configured the first conditional section, and it worked as expected.

After adding the second pair of fields and configuring the second condition, selecting Yes for the first condition causes fields belonging to the second condition to appear as well as shown in the attachments.

We have attempted to configure separate sections using the Create logic option. However, we have been unable to achieve the required independent behavior.

We also attempted to rearrange the fields, but dragging the fields within the form builder does not work as expected.

We subsequently removed the existing form sections and conditions and started rebuilding the form. We still need guidance on the correct way to configure the two independent conditional sections.

Our form editor displays the following tabs:

Build
Translate
Preview
Settings

What is the correct procedure for configuring separate conditions using the Create logic option?
How should we arrange questions and sections so that the second condition is not affected by the first condition?
Is there a known limitation or issue with conditional sections, nested sections, or moving questions in the current form builder?
How can we make each dependent field displayed only when its corresponding controlling question is answered Yes?

We would appreciate your guidance on implementing these two independent conditional logic sections within a single Change Request form.

Unable to create two logical conditions in one form1.png

Unable to create two logical conditions in one form2.png

Regards,
Venkat.

Shaik Riyaz

Hi @Venkat Jira Admin,

Thanks for sharing the screenshots!

In JSM Forms, every field placed after a conditional section divider stays hidden until a new divider resets the section.

How to Fix It (Quick 3 Steps):

In the Build tab:

Add a divider above Special Equipment Required?
- Click on Test add BRD (or the space between Test add BRD and Special Equipment Required?).
- Click Add section in the top toolbar to insert a new divider between them.
Set that new divider to "Always show":
- Click the new divider.
- On the right panel, make sure Logic is set to Always (do not add any condition).
- This closes the first conditional section and ensures Special Equipment Required? is always visible on the portal.
Verify the logic for Equipment Details:
- Click the divider right above Equipment Details.
- On the right panel, set condition: Show IF ('Special Equipment Required?' is 'Yes').

Thanks!!

Venkat Jira Admin

Hi @Shaik Riyaz,

Thank you for your suggestion. We have implemented the suggested development changes, and everything is now working as expected.

Thank you for your guidance and support.

Olha Yevdokymova_SaaSJet

Hi @Venkat Jira Admin

Shaik’s native setup with conditional sections works well. As you saw, the tricky part is section dividers: every field after a conditional divider stays hidden until a new divider resets it.

If your forms keep growing, another approach you might consider is Smart Forms for Jira (developed by my team). There, logic is rule-based instead of section-based:

Add your Yes/No dropdown and the Additional Details paragraph field (set as required).
Open Form Logic → + Add rule → “When Additional Details Required? is Yes, then show Additional Details”.
Multiple logic rules for one or any fields are avaliable
Map both fields to your Jira custom fields, so the values are available for JQL, reporting and automation.
You can also use hidden fields as invisible fields, not only logic fields

Each rule targets specific elements, so adding new conditional fields later doesn’t shift what’s hidden. You can also reuse the same form in your linked Jira Software space if you want to collect the same data there.

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