Online forms are a great way to collect information. Done correctly, they are easy to access, easy to fill out and easy to deliver. It’s nice not to deal with paper, or to have to resend an email because you forgot the attachment. Features like validation and choice lists help ensure that the right data gets collected in the right format.
But then what? Most of the limitations of web forms come into play after the user hits the submit button. Tools like Google Forms and Survey Monkey can aggregate the data collected, but if the data is related to a request, it doesn’t really help move the process along. That’s why online forms and Jira make such a potent combination: you have the data-collecting power of a well-designed form, backed by a Jira workflow.
This article explores several options for creating Jira issues from web form, with pros and cons for each method.
The first possible solution is the easily-overlooked issue collector. The issue collector creates a tab on the side of your webpage. When users click this trigger tab, a Jira feedback form is created which subsequently creates a Jira issue when they submit the form.
Price: Included with your Jira subscription. Visitors to your web site do not need JIira user account in order to submit a form.
TIP: You will have to specify a user as a reporter for each of these issues. You may want to create a dedicated user for this purpose.
Another possible solution is Jira Service Desk – Atlassian’s answer to request management. Using Jira Service Desk gives you access to a lot of great features like queues, built-in approvals and SLAs.
Price: Your Jira Service Desk subscription - visitors to the customer portal do not need Jira user account in order to submit a request.
You can also use non-Atlassian tools (such as FormStack) to create your forms and then pipe the data into Jira issues by using an additional application such as Zapeir.
Price: Pricing starts at $39 USD a month.
TIP: Can't see a Jira field that you would like to populate with a form field? If the field does not appear on the “create screen” in Jira, then it won't be accessible via the REST API which Zapier uses to create the issue.
The other option is to use an add-on that was designed specifically for creating forms in Jira. While I am associated with ThinkTilt, the makers of ProForma, if you search for forms in the Atlassian Marketplace, you'll find multiple options. When you're choosing which of these apps best meets your needs, consider questions like:
1) Does the solution create a one:one relationship between forms and issues? What if you want to associate more than one form with the same issue?
2) Can the forms be published to the JSD portal? Can more than one form be included on a single JSD request for handling processes that require follow up information? Can customers edit their request forms from the portal so important updates don’t end up buried in a comment chain?
3) What features are available in the form builder? Can forms be created without code? Can checklists be created? Can images be included? Can you use conditional logic to create dynamic fields? Can form fields link to Jira fields? What about validation?
4) Can Jira issues be created from forms, ensuring that all of the needed data is present from the moment the issue is created?
5) Can automation be employed to do things like transition an issue when a form is submitted, automatically add a form when it is transitioned to a new status, or block an issue from being transitioned unless the form is present?
6) Can the solution be easily adapted to non-tech teams like HR, Facilities, Legal and Marketing?
7) Is the solution burdensome for your Jira support team? Will it require the creation of a multitude of new custom fields? (Too many custom fields can become a nightmare to manage and will eventually have a negative impact on Jira's performance.) Will it require new Jira configurations?
Nothing can compete with forms for collecting data. Users are prompted to supply the needed specifics. Responses are structured. You can use validation ensure complete information and to build in your business rules. Combining the data-collecting prowess of forms with Jira's issue tracking is a winning combination.
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