JSM Form Customization Question

[Nick Peskoe]

Can someone help me come up with a strategy for my Jira Service Management form? I have a custom issue field called Criticality. The options for criticality are as follows: No Impact, Minimal Impact, Low Impact, Medium Impact, High Impact, and Critical Impact. Using a series of questions, I determine whether the issue is truly critical or not. If the issue is not critical, I allow the user to select from a dropdown list of the other options. If it is critical, I have a separate dropdown with only the critical option selected. Right now, my issue is that I can't have the same linked field in two separate questions. In an ideal world both of these questions could map to the same field in JSM. Another work around I thought of trying was combining all answers to one form, yet somehow restrict the options based on the questions that were answered. For instance, if the issue was critical, showing the other options as not selectable. I don't believe that is an option either. Finally, I thought I could use the same form multiple times to appear conditionally on each individual question, but again that is negated by the field only being linked in one question.  Can anyone think of a workaround that doesn't involve adding a paid extension? Thanks.

[Christopher Yen]

Hi Nick,

I think you could use an automation to fill the field out depending on the customer response. I think this has some similarities to how we do incident priorities. We ask the customer what the severity and impact is and based on the response we use automation to fill in a priority level on the incident. Your setup seems a little different but hopefully this provides some ideas you can use for your situation. 

[Nick Peskoe]

Thanks Christopher for the great response! I like the way you have laid things out. I originally planned on letting users self diagnose every type of criticality except 'Critical' but this could be a better approach.