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Show read-only fields in the Customer portal using Forms

Sometimes, we would like to show some fields in the Customer portal(when the customer is viewing the request) that are not part of the fields filled in during creation. Currently, using only the Request type form it is not possible. However, with the new Forms we can add a Form to the ticket and share it with the customer. Below, you can find the steps to achieve this scenario:

First, create and configure the form correctly: Create or edit a form.

After that, you can add the form to the ticket:

  • If the ticket already has a form added:
    1. Open the ticket > Go to the Forms section and select +
    2. Choose the desired Form > Add
  • If the ticket does not have a form added yet:
    1. Open the ticket > In the top right corner, select More (•••)

    2. Select Actions menu > Find and select Add form
    3. Choose the desired Form > Add

After adding the form to the ticket, fill in the form and click Submit. Forms added to issues are set to internal by default(if we are adding it manually because with automation we need to select it on the automation rule), meaning that only agents and admins can access the form from the issue. However, forms can be set to external, which also allows customers to access the form from the portal. Therefore, to make the form visible to the customer in the portal, select Internal > External.

If the option "Lock form and only allow project admins to reopen it" is not enabled in the settings of that form and agents need to edit some field to add/remove/edit some information in the ticket, the agent can select the form while viewing the ticket in the agent view and select Reopen.

Just note that, when we reopen a form, customers will also be able to edit it. So, if you don't want to show the reopened form in the customer portal, before editing, select External > Internal, so that the form will only be visible in the issue, and not from the portal. After resubmitting it, you can make the form visible to the customer in the portal, just selecting Internal > External.

More details about Forms in Jira Service Management can be found in the document below:

7 comments

Charles Trilha
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
June 3, 2022

Awesome!

Like Bruna Silva likes this
Bruno Altenhofen
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
June 3, 2022

Extremely useful! Congratulations on the idea! :D

Like Bruna Silva likes this
Eliseu José do Nascimento Pedro October 28, 2022

Thank you, @Bruna Silva

This was very useful. 

Like Bruna Silva likes this
Eliseu José do Nascimento Pedro October 28, 2022

Thanks

Like Bruna Silva likes this
Paul Pasler
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
July 9, 2023

We added a third party Forge approach to this use case, which enables Jira admins to add our custom fields to not only the request form, but to the request view (https://marketplace.atlassian.com/apps/1231484/awesome-custom-fields-for-jsm).

Mario Coluzzi March 11, 2024

It may not be very useful in some cases, because there are situations where the form needs to remain open for users to make edits while keeping certain field information read-only.

Other HelpDesk tools have this option why JSM hasn't it?

James Fama May 24, 2024

Good afternoon. Is there a video tutorial for this? I am not sure I am following the instruction here. Thank you. 

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