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I am currently creating a new JSM for the IT department and I was wondering what is the best approach on creating new request types in the portal.
For example, I was creating different custom fields depending on the request type needs, however, it seemed to not be as reusable as I thought so I started creating forms for the request types until I realised the forms were not as easy as I thought to manipulate once I have to clone ticket to another project or to create a filter depending on the information inside the field form.
My question is... in your opinion is it a good option to use forms instead of custom fields or should I create the request types using only custom fields?
Thank you all for your help and opinions.
That's a great question :-). And since you ask for an opinion here I will gladly give you mine, but ... it' s an opinion. Others might disagree.
For me it depends and here is how a make this decision.
Do you need MOST of the data entered in the request to build filters, dashboards, reports ...?
Go for custom fields.
Do you need SOME data entered in the request to build filters, dashboards, reports ...?
Go for a Form where you map only the relevant fields to custom fields in Jira (YES, this is possible! 😀)
Is form logic important? Working with sections, hiding showing fields based on other answers ...?
Go for a Form.
Just my two cents.