How to make form visible internally at creation

[lbhender]

We have a request type and attached form that are only for internal use. We do not want it visible from the customer portal so we have it hidden from the portal. But we are finding that when a technician goes to create a new ticket internally using that request type, the attached form isn't visible for them to fill out. And because it is hidden from the portal, there is no way to access it like you can other request types that are visible on the portal. The only workaround we have found is to create the ticket, go to the newly created ticket, add the form manually, and then fill it out and save.

Is there a way to make the form visible internally when a technician is creating a new ticket?

Thank you for any feedback!

[Chrissy Clements]

Hi @lbhender 

Yes, you can solve this issue by creating an automation rule to add the form to the issue automatically upon its creation. This way, technicians won’t need to manually add the form after creating the ticket. Forms added through this method are internal by default, so they will only be visible to agents and admins.

Here’s how to set up the rule:

1. Trigger: Issue creation.
2. Condition: Check for the specific request type.
3. Action: Add the relevant form to the issue.

You can find more details on creating and editing automation rules here: Jira Automation Rules Documentation.