How to modify forms

[Bruce Anderson [Administrator]]

While we are able to modify and create fields, I see now way to be able to modify the default form, or create a new one.  Can anyone explain what I am missing?

[Tomislav Tobijas · Accepted solution]

Hi Bruce,

Forms are 'connected' to Assist Queues.

If you navigate to Assist Settings → Forms, this page will just show a list of all existing forms that are connected to queues.

To edit existing or create a new form, go to Settings → Queues. Now open a queue (just click to queue name) to which you want to add a form. Then, in the left navigation pane click on Forms and you'll be able to create new forms for that queue or edit existing one(s).

[Fletcher Richman]

Yup! To add a bit more detail here - Halp has the concept of Queues, which are basically the service desks for different teams at your company (IT Queue, HR Queue, etc). 

Configuration for things like forms, fields, and statuses is on a queue by queue basis. So each Queue has a default form, and a set of Slack/Teams channels that are connected to that Queue. You can go into the Queue and edit the default form for that Queue, as well as add new forms and choose to have those forms be required or not for the channels connected to that Queue. 

[Mark Koekemoer]

I am trying to modify the form for issues submitted via Slack, on linked Jira queues. 

I can't find the "Assist" platform in our Jira workspace, I only have the Halp platform. And in Halp, there is no option to edit a form - see attached. What am I missing? Where do I edit forms in Jira for linked queues?

I want to be able to modify the form presented to a user in Slack when they create a ticket. 

[Tomislav Tobijas]

Hi Mark,

I think that once you connect Jira with Halp, a form that opens up in Slack is actually Create issue screen in Jira. From what I know, you cannot create custom forms in Halp if you're using Halp - Jira sync.

So, to modify the form that Slack user sees when opening a new ticket, you'll have to modify the Create issue screen that's actually opening this new Jira issue.

Note - I think that was how it used to work like year or so ago. I'm currently setting up new integration between Halp and Jira (as I've switched companies since then), so I can test/confirm this as soon as the integration is ready for testing.

Update - confirming that form visible in Slack is actually Create issue screen in Jira. In fact, when you're connecting Jira project to a queue, you'll get a warning popup saying that some items can only be configured in Jira.

Additionally, some Jira fields might not be supported in Halp and you'll see the list of those fields after you click Continue in previous popup.