Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

How can I add an additional (second+) form to existing ticket for a customer?

Lukasz
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
July 22, 2023

I have a JSM Cloud Team-managed project. I have a request type with a form linked to it, so my customers create issues via the Portal by filling in the form. 

Our workflow is that after the form is processed, and some action taken, we need to get additional pieces of information from the customer - so I would like to enable my agents to then be able to add a second form to the same issue for the customer to fill in. I see the "add form" button in JSM agent view, but when I use it to add my second form to my issue, the second form is visible internally only, not from the portal. 

How can I add a second follow-up form to an already existing ticket and have my customers fill those in?

2 answers

2 accepted

0 votes
Answer accepted
Lukasz
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
May 14, 2024

With recent JSM updates, I am updating this question to flag that adding forms is now possible in the agent interface. There is also a control to make forms internal or external, and the forms can be added via an automation. 

https://support.atlassian.com/jira-service-management-cloud/docs/add-a-form-to-an-issue/

 

0 votes
Answer accepted
Olha Yevdokymova_SaaSJet
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
July 24, 2023

Hello @Lukasz !

If you are okay with add-ons I would like to recommend you an add-on developed by my team - Smart Jira Forms.

We have different types of adding a form, but I think the most suitable for you will be - Customer Portal Form Addition allows the automatic addition of a form to specific Jira tickets within the Customer Portal (Jira Service Management). When the Form is published in the Jira Service Desk interface, service teams may collect only the exact information they need for each request type.

The form will be visible for a customer after the main JSM form submission and the responses will be available in the same ticket. Also, you may want to export form responses - which is also available.

Abilities of form that was added to the Customer Portal

  • Change values of Jira issue fields to forms elements responses after forms submission with the feature Destination field.
  • You will be available to add fields like attachments or embedded elements inside the form builder to collect more valuable info.
  • Create a new Jira issue with values of Jira issue fields based on forms elements responses after forms submission.
  • Download all form responses or only responses from one form instance.

Hope this will help, please let me know if you need further assistance!

Lukasz
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
July 24, 2023

Thanks Olha, this looks interesting and the pricing is very reasonable.

Are you saying that there is no out of the box functionality in JSM to achieve what I'm after?

Olha Yevdokymova_SaaSJet
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
July 27, 2023

I was trying to find out of the box functionality for your request, but unfortunately 
I don't think it is possible.  You can go with add-on trial to find if our solution fits you. Thanks for attention!

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
AUG Leaders

Atlassian Community Events