Portal can you use one issue type but two request types with different views?

[Calvin]

Hi all, trying to get my head around learning JSM.

If I have an issue type can I connect it to two different request types. Then on the portal have one request type with a form in it, and another request type without the form?

Also random question coming from Jira Software. So is the Request type the same as the "request form" but different to an issue form? As the groups in the portal settings ask you to add "Request Forms" but they seem more like types and are different to form-forms which is more like an internal form in a ticket.

Cheers.

[Valerie Knapp · Accepted solution]

Hi @Calvin  thanks for your question.

You could have a configuration where you had two different request types mapped to the same issue type. However, if there isn't a form associated with the request type, you wouldn't be able to capture the information about why a user is opening the ticket. 

Please can you expand on what you are trying to achieve?

Basically, there are two types of forms in a JSM project, which is kind of confusing, I agree that one should have another name. So, you can have this type of form ^, the request form, or you can use some of the templates that Atlassian provides under the 'Form' section to build basically a prettier version of the request forms, where you can have columns and sections. Anyway the 'Forms' I am indicating in the screen below, get nested inside of the request forms, so if you created a custom form to ask for new equipment, let's say, you would still have a request type of 'request new equipment' and you could have a generic request form, but when you use a 'Form', it takes the place of the normal 'request form'.

The portal groups are always to group the different types of requests by category. You don't have to use them, but if you have a service desk that covers a broad array of topics, it might help users figure out where they should navigate to.

I don't know if that helps clear things up but I hope so.

If you have more questions, please write us here.

Cheers

[Calvin]

Thanks Valerie! Great help. So in your first picture, that is indeed what I'm looking at doing.

But in say "urgent help" I want the portal to include the form you have in green. And in the normal submit a request/incident I don't want to include the form you have in green.

Is that possible? or is the portal view always based on that list you have in your third picture (which I think comes from the issue type)?

[Valerie Knapp]

Hi @Calvin , thanks for your response.

Yes, basically you could have two request types, mapped to the same issue type, one request type having a 'pretty' Form and the other having a standard request form, with just the minimum information requested, like a summary and description of the problem.

I hope that helps. Anyway, with any of the forms, you can always preview them to see what the end user is seeing.

If you need more help, please write us here.

Cheers

[Calvin]

Ohhhh I think I get it now, the Request Form is the list of items (and fields?), which can include the form form. So I can make one Request form with the form-form, and one without the form-form.

The Request Type however has the fields available based on the issue type though and the fields included for that issue type. But only visible based on the Request Form.

Thanks heaps!

[Joseph Chung Yin]

@Calvin 

Yes.  The fields are based on the issue types, they can be exposed in the request types or Form forms by your configuration to meet your needs.

Best, Joseph

[Joseph Chung Yin]

@Calvin -

I agreed with @Valerie Knapp stated.  There can be one or more request types configurations associated to the same issue type in JSM.  Plus, one can apply the FORMs design based on the each request type.

It is great that everything seems to be working for you now.

We are all here to support each others in the community.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.