Is there a way for the customer to add (multiple) forms to their request?

Question

Hi,

I know request types can be associated with forms, and forms can have conditional logic to show or hide particular questions, but what I'm wondering is whether there is a way for a customer to pick a set of forms, possibly even the same form, and use this one screen to collect multiple instances of information.

I ask because the agent can, in their interaction, add further forms onto the request, and the processing logic permits it (forms[] is an array), but I don't see a way for the customer to state that they want to add more data (of the same type) to the set.

Or is it for one request type, zero or one pre-determined forms.

Thanks,

Martin

Olha Yevdokymova_SaaSJet · Answer

Hi @Martin Cleaver

It sounds like you're trying to empower customers to submit multiple forms  in a single screen, while maintaining the flexibility for agents to manage additional forms later. Smart Forms for Jira can help address this need by enabling customers to submit multiple requests through a single form and automatically create separate issues for each. Here's how you can achieve this:

Step 1: Create the Main Form ("Multi-Request Form")

* Open Smart Forms for Jira and design a main form that serves as the primary entry point.
* Add general fields to capture the core details (e.g., name, request type, priority).
* Include a Multi-Choice Element with options like "Add Another Request" or "Submit More Details". This will serve as the trigger for revealing additional request forms.

Step 2: Create Individual Forms for Each Request Type

* Create separate forms for each request type that a customer might submit. For example:* "Request Laptop"
* "Request Access"
* "Request Software Installation"

* Enable the Create Issue feature in each form so that every submission generates a separate Jira issue.
* Customize each form to ensure it collects the specific information required for that request type.

Step 3: Embed Additional Forms Using Shared Links

* In the main form, use the Embedded Form Element to include the additional request forms.
* Add shared links to the embedded forms like "Request Access" or "Request Laptop."
* Conditional logic can also be applied to hide/show these embedded forms based on user input.

Step 4: Use Conditional Logic to Add Additional Requests Dynamically

* Set up conditional logic in the main form to display specific embeded forms based on the user’s selection.* Example: If the customer selects "Request Laptop," the form dynamically reveals the "Request Laptop" section.
* If the user chooses "Add Another Request," additional options like "Request Access" or "Request Software Installation" are displayed.

* This approach ensures the form adapts based on the customer’s needs.

Step 5: Configure Issue Creation for Each Request

* Enable Create Issue for each embedded form to ensure separate issues are generated for every request.* For example:* Laptop requests are routed to IT.
* Access permissions go to Security.

* All requests submitted by the customer will automatically create issues in Jira, allowing agents to address each independently.

How It Works for Customers

* The customer fills out the main form, specifying if they need to add more requests.
* Depending on their choices, the additional request forms are dynamically revealed.
* Upon submission, individual Jira issues are created for each request (e.g., one for a laptop request, another for access permissions).

Tomislav Tobijas · Answer

Hi @Martin Cleaver ,

On top of what Jehan said, here's a feature suggestion on jira.atlassian.com (JAC) for this: JSDCLOUD-4643: Ability to create multiple unique forms under an individual issue/request type

We've seen a lot of use cases where this is needed or could optimize the configuration a lot, but sadly, this hasn't yet been developed.

Cheers,
Tom

Jehan Bhathena · Answer

Hi @Martin Cleaver

While there isn't an direct option for the customers to add a form, but you can use Jira's automation to fulfill this use case.

Eg. Map a few form fields to a custom field and ask the customer to fill that out, once that's submitted trigger a Jira automation to add another form and make it external visible.

https://support.atlassian.com/cloud-automation/docs/jira-automation-triggers/#Forms-submitted

https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Attach-forms