Jira Service Management - Custom Fields with Tables

[Alexis Shindler]

Hello!

I am in need of a custom field that allows table formatting to capture employee information for our Training & Development Team. 

For context, we use a custom issue type that is at the task level and leverage forms for our customers to capture the information we need for each training request. Majority of the fields on our forms are linked to custom fields because we need to export the data for reporting purposes. I currently have a custom field (multi-line, supporting rich text) titled "Agent Roster" that prompts the reporter to provide Agent Name, Email, and Employee ID. This presents a problem because reporters enter this information in a variety of formats and makes extracting data difficult. I would like to add a table with headers "Agent Name" "Email" and "Employee ID" so the reporter can fill this out for the number of employees in need of training. Here are some things I've found through my research: 

• Table formatting is only available at the sub-task level and is not available via the service center 
  • This does not work as our issue is at the task level and we need reporters to fill this out at the point of submission. 
• There is a table option within forms that requires individual fields within each cell 
  • This does not work as I can only link one custom field per form and I need to extract this data for reporting. This also means number of rows need to be predefined, and I would like reporters to be able to add more rows dependent upon class size. 

Here is an image of what I'm looking for to reference - please let me know if this is possible given the circumstances explained above. Any guidance is greatly appreciated! 

[Zoey Wang · Accepted solution]

Hi @Alexis Shindler 

You may need to refine the fields applied to restrict those data formats. Your multiline text custom field by design allows any kind of data in it. In most cases, such a field would be considered for description information of issues. So the issue raiser has enough space with free formatting to illustrate their situation. 

In addition, you capture training info from the JSM portal I suppose? 

Thanks

[Alexis Shindler]

@zoey Thanks for your response! 

Correct - we use JSM to capture training info. I do have a descriptor that guides users through formatting, however tables are not available as an option for them to select (see attached image). 

Leaving as is and allowing reporters to generate their own list often leads to more variables and I'm trying to create a controlled data source. The names, employee ID's and email that we capture in this field are pulled into SQL and then Tableau for reporting purposes. 

Hope that helps!

[Zoey Wang]

Hi @Alexis Shindler 

Sweet. Let me show you what the table might look like in the portal. That might be easier to explain. 

Just set it up real quick. 

As you can see below - the three fields limit certain types of data respectively. 

• Name: only short text 
• Email: only email address
• Employee ID: only numbers for instance

If the user needs to add more lines - click on Yes, it will get another line into the request view. 

[Zoey Wang]

Plus, So far the Customer Portal doesn't have the ability to have a table in. Still in Unresolved. 

Just double check on that. So yes, using the apporach I showed you seems like the best way to achieve that for free. 

Otherwise, you might wanna look to a third-party app. 

Thank you

[April Villone]

Did you create those 3 fields with the add one more line yes using the forms options available in JSM for the cloud?  If so, could you please provide more info on that?  I am also having the issue with a table that is not editable on my forms. 

[Alexis Shindler]

@zoey That's helpful - thank you! Can I ask how you got the option to select for more rows? I'm not seeing that on my end. 

[Zoey Wang]

Hi @Alexis Shindler 

There is a Section functionality in the Forms. If you are happy with the Table being presented in your latest comment, it might not be worth taking this feature into account. The formatting won't look good enough. 

Just on another note. It appears that this is your very first post in Atlassian community. If you wanna follow up or reply to someone else's comment, you can put your reply in the Reply section which is underneath the comment you want to interact with. So the other person will be able to receive a notice regarding your update. And continue your communication with less delay. 

If you are happy with the suggestion or it helps you in some way, you can accept the answer. So another person with a similar question who opens this post can easily pick up the best solution straight away. 

[Alexis Shindler]

ah yes, I frequent this forum but usually find my answers through previously posted Q&A's so this was my first time posting - I appreciate the tips & advice! Thanks so much for your help on this.