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Option to iFrame Customer Portal (Form only) in website Contact Us page

Sharon Halpin February 4, 2023

Option to iFrame Customer Portal (Form only) in website Contact Us page

JSM provides the option for us to embed a widget in our own websites so why not an option to embed the Customer Portal (form only) into say a 'Contact Us' page?

Benefits:

  • keeps customers and website visitors on our own websites but still using the JSM engine. With the preponderance of website scams nowadays customers / visitors get too easily spooked when they find themselves on a totally different website.
  • unlike the widget that seems to be limited to one request type, we'd get all the relevant request types together on the one page.

In my case, the widget, even if it did support multiple request types, clashes in format and position with the 'Live chat' on my websites.

Question:

  • Why isn't there an option with the widget for us to choose
    • the modal form or
    • to embed in a webpage as a conventional form?

When time permits I'll have a play around with the iFrame idea. The portal form is isolated in a div, most of the css is inline except for one style sheet but I've no idea regarding the list of scripts.  Has anyone done this successfully?

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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.
February 4, 2023

@Sharon Halpin -

Hi Sharon:

Based on my experience and knowledge, I am not aware of a viable solution on your specific ask.  A few options that came to my mind are:

1) Embed the JSM (other than using the widget) access is embedding the actual JSM request form URL in one's custom webpage to direct the users to create the JSM project issues.

2) Using "Forms" functionality  (Previously known as Proforma Forms which is now a part of Atlassian JSM) - where once it is created for the your projects (note Forms is unique for each individual project), then you can have the option to generate the URL that you can share with your users or embed it to your custom web page/application for JSM project issue creation.  Please take a look at this link - https://support.atlassian.com/jira-service-management-cloud/docs/create-an-issue-using-a-form/

Here is the link that talks about Forms in general - https://support.atlassian.com/jira-service-management-cloud/docs/what-are-forms/

Lastly, you can contact Atlassian Support (https://support.atlassian.com) for the support team to provide other possible solutions to address your specific ask.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Sharon Halpin February 4, 2023

Thank you @Joseph Chung Yin for your suggestions!

You've given me some different options to explore!  I'll update here when I've had a chance to follow them up.  Thank you again - very much appreciated!

Regards, Sharon

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.
February 4, 2023

@Sharon Halpin -

You are welcome.  If my suggestion helped, please click on Accept answer when you have a chance, so others with similar questions will see this posting as an answer.

Looking forward to your findings.

Best, Joseph

Sharon Halpin February 4, 2023

@Joseph Chung Yin  Yes, I most certainly will be happy to when I've had time to explore your suggestions - thank you again!

There is an "AMA - Getting started with JSM" on 17th February hosted by Atlassian Engineers etc so I've copied my questions there too.  
https://community.atlassian.com/t5/Jira-Service-Management-articles/Zoom-AMA-Getting-started-with-Jira-Service-Management/ba-p/2252830

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