Use forms to collect specific information for a request type
10 min
By the end of this lesson, you'll be able to:
- Describe the purpose of forms in Jira Service Management
- Describe the difference between request types and forms
- Create and edit a form
- Attach a form to a request type or work item
What are forms?
Forms are a feature in Jira Service Management that allows teams to collect specific information for a given request type. Use forms in your portal to gather information when a request is raised, or add forms to existing work items to gather new information as needed. This feature can save time by eliminating the need for back-and-forth commenting to get the required information.
👉 For example: Tasha is a service space admin on an HR team. They receive many requests for onboarding new employees. Tasha creates a form that collects information on the employee’s name, job title, department, and more and links it to the New employee request type.
👇Here’s an example of a form in Jira Service Management.
A request type is a category of service request. It can have fields that customers fill out.
A form is a tool used within request types to gather more detailed information. Forms include the ability to set default values which is not possible directly within the request type.
Visit this page to find more about different types of fields that can be created.
Use Conditional logic to show or hide questions
Jira Forms employs conditional logic to show or hide questions based on user responses, creating dynamic forms that enhance user experience by displaying relevant questions.
Create forms
Service space admins can get started with over 200 customizable templates or build new forms from scratch using the form builder.
To create a form using a template:
- Select the More actions (···) menu next to your service space in the sidebar, and select Space settings.
- In the sidebar, navigate to Request management.
- For Company-managed
- Select Forms.
- For Team-managed
- Expand Request types, then select Forms.
- Select Create form, then select Create from template.
- Search and select the template you want to use. You can click on the template title to open it in preview mode.
- Use the template as is, or make changes by adding or removing elements.
- From the tabs at the top of the form window, select Preview to see what your form looks like.
- To finish, select Save changes at the bottom right of the window.
👇Choose from over 200 customizable form templates.
To create a new form:
- Select the More actions (···) menu next to your service space in the sidebar, and then select Space settings.
- In the sidebar, navigate to Request management.
- Company-managed
- Select Forms.
- Team-managed
- Expand Request types, then select Forms.
- Select Create form, then select Create blank.
- Enter a name for your form. Then, add fields, formatting, and more.
- To finish, select Save changes at the bottom right of the window.
👇Click the icons below to explore the different areas of the form builder.
Edit a form
You can make changes to a form after it’s created.
To edit a form:
- Select the More actions (···) menu next to your service space in the sidebar, and then select Space settings.
- In the sidebar, navigate to Request management.
- For Company-managed
- Select Forms.
- For Team-managed
- Expand Request types, then select Forms.
- Select the form you want to edit, or select More actions (represented by ···), then select Edit.
- Make your desired changes.
- To finish, select Save changes at the bottom right of the window.
This won’t affect any forms that customers have already submitted. If you’ve copied a form to another space, your changes won’t reflect in copies.
Attach a form to a request type or work item.
Jira admins and service space admins can attach a form to a request type. When customers raise a request, it appears as a form for them to complete. You can add a form to a request type directly from the request type, or the form builder settings.
👇Click the boxes below to learn more about attaching forms to request types.
Add a form to an open request
Agents and admins can add forms to open requests if they realize they need more information.
👉 For example: Javier, an agent, is responding to a customer request about help installing a new tool. He realizes that the customer actually needs a new laptop to use this tool, so he attaches the Laptop request form to the open request to gather the necessary information.
To add a form to an existing request:
- From the work item detail view for the request, from the toolbar at the top of the work item, select the Add form button.
- Search for and select a form.
- Select Add.
This adds the form as an internal form, meaning only agents and admins can fill it out. Customers won’t see the form or be able to edit it. If you want customers to see and edit the form, you need to make it an external form.
To share a form with customers:
- In the work item detail view, on the form, select More actions (represented by ···), then Make form external.
- Select Make external.
Restrict form editing or reopen a form
There are several states a form can be in that determine how agents, admins, and customers can interact with it.
- Open for edits means that customers and agents can edit the form.
- Submitted means that the customer submitted the form and can’t edit it further. Agents can edit the form internally.
- Locked means that only space and Jira admins can edit the form, not agents or customers.
To open a form for edits, on the work item detail view, locate the form, select More actions (represented by ···), then select Open customer edits.
Let’s look at an example
Harold is a service space admin on an HR team. His team uses Jira Service Management to manage candidate recruitment. Harold determines forms will help him gather information at various points in the candidate’s journey.
👇Click the tabs below to see how Harold uses forms in Jira Service Management.
First, Harold wants to use a form to collect applicant information that will then be used in the screening process. From the Forms page in space settings, he selects Create form from template. He looks through the HR templates and finds a template called ‘Job application.’ The template contains all the fields he needs, so he selects Save changes.