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Is there a way to create a service desk request type with predetermined answers?

I am wanting to make a request on our service desk that has predetermined answers that they have to select from. Is this possible if so can you tell me how?    Example below.

Does your internet work?    there would be a dropdown beside the question where they would have to select either yes or no. 




2 answers

3 votes
Mikael Sandberg Community Leader Aug 29, 2022

Yes, that can be done by using Forms, which allows you to create a form with conditional logic and you can dynamically show or hide fields based on what the user selects.

0 votes

@Michelle Nygaard -

To supplement what @Mikael Sandberg recommended, if you want associate the user selection of the specific question (created in the FORMs configuration) to the actual JSM issues, then you will need to remember to map the question (element) back to an actual Jira/JSM issue field.

Otherwise, the response captured in the FORMs will remain in the FORMs where it will be treated as an attachment to the Jira/JSM issues.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

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