Olha Yevdokymova_SaaSJet Atlassian Partner

Hi @Anu.Asthana If you’re talking about native Jira Forms (the built-in Forms feature in Jira Cloud / JSM), here’s how defaults actually work: If the form field is a Jira field If you add an existing Jira field (like Priority, Component, custom field, etc.) to the form: The default value is controlled in the Jira field…

Hi @nida ergenç You’re right — Jira Software doesn’t have the native “Add form” button like JSM does. So if you want something that behaves like a lightweight document template inside the issue, you need either a Confluence workflow or an app. If you want to keep everything inside the Jira issue itself (without bouncing to…

Hi @Yasmim Piraja Rovo’s answer is directionally correct — Cloud moved the “real email helpdesk” behavior into JSM. Jira Software alone won’t natively give you: reporter = external email sender (without them being a user) proper email threading (replies → comments automatically) automatic request received / resolved…

Hi @Chris Clay Short answer: there’s no native way to give completely anonymous external users access to just one request form without them having some kind of customer account. A few key points to clear up what you’re seeing: The “Create a shareable link” option in JSM Forms does not mean public/anonymous access. It still…

Hi @Sophie GRAS If by CSM app you mean Jira Service Management (Customer Service Management), then the answer is: partially, but with limitations. Native JSM forms do support some level of dynamic behavior, like: Conditional fields (show/hide based on previous answers) Required fields Basic field validation So you can…

@s_gridnevskii Yeah it can also be used like that, but more magic happens when Jira Smart values + Automation come to action and there is no need to even enter the link detalies, but this is more related to the cloud, dont know how this works on DC😌

Hi @Mar Natively in JSM, customers can’t really edit a request once it’s created. The usual workaround is to let them comment and then use automation to move the ticket from Return to customer to Resubmitted when they reply. But that only works if comments are enough. If you want customers to update structured fields…

Hi @Erik From You have two options: Use the JSM email channel If your JSM project has an email channel enabled, users can: Send an email to the support address Jira creates a real Service Request Request type can be set via automation You can pin the support email in Teams or use a shared mailbox/channel email. It’s not…

Hey @Vic V_ I don't understand, maybe you can describe your case a little bit more? There is no issues with smart forms, so you can try to use it to continue intake process while working on the issue. 

Just to add one more angle here, since the pain point seems to be fixing or reworking requests after they’re created. You’re right that natively: A field used on the request form is visible and editable on the work item But changing the request type itself (and re-collecting the right info) is where things get messy…

Hi @Sonakshi S Bhowmik— welcome 🙂 If you can’t customize forms, it’s usually something simple. A few quick things to check: Project typeForms are available only in: Jira Service Management Jira Software Jira Work Management PermissionsYou need to be a Project Admin to edit or customize forms.If you’re not an admin, you’ll…

Hi @joshuar-cm No, Jira Service Management can’t change the intro text of the “Request created” email based on which form was used. That email is shared across the whole project. Even if you have multiple forms, Jira treats them the same for that notification. What you can do today The usual workaround is automation. Most…

Hi @Nikki Maenen This is just how native JSM forms work today. Even if “Keep this form open for editing” is enabled, the form is still handled as a single submission. After it’s saved: the form closes and the customer has to reopen it again to add more information That setting only allows future edits, it doesn’t keep the…

Hi! Yes, happy to help — forms in Jira can be a bit confusing at first because there are a few different “types,” depending on what Jira product you’re using. Jira Service Management (JSM) Open the JSM project Go to Project settings Look for Forms in the left menu You need to be a Project Admin to see it If you don’t see…

Hello @Ryan Chown What you quoted is unfortunately accurate: with native JSM Forms, Jira Automation can only react to form answers if those answers are mapped to Jira fields. Anything that stays “inside the form” is invisible to automation. That’s why basic things like routing, priority, or email branching start to require…

Hi @Nicole Boerboom Yes, this is possible — but not directly between Microsoft Forms and Jira. What usually works (and where people get stuck) looks like this: The “classic” way: MS Forms → Power Automate → Jira You can trigger a Power Automate flow when someone submits an MS Form, then call Jira’s API to create an issue.…

Hi @Cam Briggs With Jira Service Management Cloud today, email channel access and Help Center account creation are coupled more than most teams expect. If you disable “External customers can create accounts”, Jira will also block: Issue creation via incoming email from unknown external senders Portal access for anyone…

Helloo @Kevin A In JSM Data Center, ProForma forms are not automatically attached to the issue view unless all of the following conditions are met: The form is explicitly linked to the Request Type In Project settings → Request types, the ProForma form must be added to the request type itself Just associating the form with…

Hello @Kanta Haque I am a part of Smart Form app vendor team, could you please clarify if this issue was solved?

Hi @Nicolas Favrod-Coune With Jira Service Management “new Forms”, {{forms.last}} is great for grabbing specific fields, but Atlassian Automation doesn’t make it easy to iterate over every answer and build a clean “Label: Answer” summary in one paragraph. The API output you shared is perfect — it’s the Automation “loop +…

Hi @SysAdmin In Jira Service Management Data Center, the native portal unfortunately doesn’t support conditional logic inside Jira fields. A single-select field can vary per request type, but you can’t dynamically hide or show specific options depending on the request type. What’s possible natively: Create separate request…

Hi @Ryan Chown You’re very close — the main blocker you hit is a known JSM limitation: Automation can’t read values from JSM Form fields unless those fields are mapped to real Jira fields. A JSM Form “question” isn’t the same as an issue field.So automations, assignments, priority rules, etc. will only work after you map…

Hi @Inês Reis There are a few ways to get close to this in Jira Cloud, depending on how “public” and how “anonymous” you need it to be. Jira Service Management portal (external users, but not anonymous) With Jira Service Management (JSM) you can expose a customer portal where external users submit requests: They don’t need…

Hi @yaron What Jira Service Management Can (and Can’t) Do Natively In JSM, a field can only be updated if it is: On the portal request form, and On the Work Item Type’s Create/Edit screen If a field is not on the screen scheme, then: It will not accept values from the portal Automation rules cannot update it Smart values…

Hello @Kevin Hawekotte Native Jira Forms are project-scoped.That means: A form created in Project/Space A can only live inside that project. You can’t link, copy, or reuse that same form directly in Project/Space B. You can export the form layout as JSON, but it still has to be re-created in each project. All submissions…

Hi @James Woyciesjes You’re correct: in Jira Cloud there are currently only two visibility levels for native forms: Jira users → authenticated users in your instance. Public access → anyone with the link can view and submit. Because public forms don’t require authentication, it’s true that they can be submitted anonymously…

Hi @Soporte Mesa de ayuda , The embedded JSM widget uses the same access rules as your portal, so if it’s redirecting to the login screen instead of showing the default request form, it usually means Jira still thinks the request requires an authenticated customer. A few things to check: 1. Confirm the project really…

Hi @Admin , Jira Service Management can notify request participants, but only if those people exist as Jira customers. JSM does not allow you to CC arbitrary external emails directly from a request form field. What you can do natively 1. Add request participants (Jira customers only)This works, but only if the email…

Hi @Gemma Huang , Yes — JSM Request Type forms can update Jira issue fields, but only when the form field is mapped inside the Customer Portal (Request Type) configuration. Forms added later inside the issue (“Add form”) do not update Jira fields, so Power BI won’t see those values. In your case, if the custom field…

Another approach you might consider — using Smart Forms for Jira (app developed by my team) If your goal is specifically auto-attaching a form after a transition without consuming Jira Automation runs, Smart Forms can handle that automatically at the project/issue-type level. Auto-attach forms without Jira Automation You…