What is the best way to add conditional fields for service requests?

Kalen Peredo October 18, 2024

Hello,

 

I am looking to add a mandatory field that users need to fill out on the user portal only if they select a certain option. What is the best way to implement this?

Thank you!

3 answers

1 accepted

4 votes
Answer accepted
Mikael Sandberg
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 18, 2024

Hi @Kalen Peredo,

Welcome to Atlassian Community!

In this case the best way of doing this is to create a form that has conditional sections based on what the user selected on a previous question. You can learn more about Forms here.

Kalen Peredo October 18, 2024

Hi @Mikael Sandberg

Thanks for your response. I was able to setup a conditional section by using a Form, however now I am facing another issue.

When I include the attached form in an Incident request type, I remove all the fields I'm able to so that it isn't repeated on the form. Then, I link all of the fields on the attached form to a Jira field. After testing this out with a test ticket, the information successfully appears in the issue, however now the information shown is somewhat redundant; it shows the attached form along with the submitted information from the portal right above it. I feel having some information showing up twice could be confusing for some users, and would like to have the filled out form information show up in only one area in the issue.

Is there anyway to show only the submitted form and hide the description repeating elements from the submitted form on the issue? Or is the opposite possible, where I only show the description and hide the form completely?

 

Thanks again!
Kalen

Mikael Sandberg
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 18, 2024

That is the thing about linking the form fields to Jira fields, you will see duplication of data. In the projects that I have that are using forms, in most cases I am not linking the form fields to Jira fields. The only case were I do link the fields is when I need an automation to trigger on changes to fields, or if I need to change the summary after the form has been submitted.

Kalen Peredo October 21, 2024

I understand. I have unlinked all the form fields to the Jira fields. Now information typed on the portal does not show up in the issue which is great. However, the additional form fields still show up in the issue with no description.

For example, if I have a field 'Description', the description data only appears on the attached form however the 'Description' header field still appears along with other field headers without information (I have already removed the fields from the Request Types since they are included in the form)

Is there anyway to remove these unlinked field headers?

2 votes
Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 18, 2024

@Kalen Peredo -

Welcome to the community.  I agreed with @Mikael Sandberg suggested of using FORMs configuration setup and configured it to create JSM issues for your projects.

When you use FORMs to create the JSM issue + if you don't create the elements mapped to the issue fields, then you will not have duplicate fields showing up in both the request form and the FORM.  

You need to ensure that all the needed elements in the FORMs are properly mapped to issue's fields.  Otherwise, those values obtained in the FORMs are going to be FORMs only content.

Hope this also helps.

Best, Joseph Chung Yin

2 votes
Aaron Pavez _ServiceRocket_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 18, 2024

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