Sometimes, we would like to show some fields in the Customer portal(when the customer is viewing the request) that are not part of the fields filled in during creation. Currently, using only the Request type form it is not possible. However, with the new Forms we can add a Form to the ticket and share it with the customer. Below, you can find the steps to achieve this scenario:
First, create and configure the form correctly: Create or edit a form.
After that, you can add the form to the ticket:
After adding the form to the ticket, fill in the form and click Submit. Forms added to issues are set to internal by default(if we are adding it manually because with automation we need to select it on the automation rule), meaning that only agents and admins can access the form from the issue. However, forms can be set to external, which also allows customers to access the form from the portal. Therefore, to make the form visible to the customer in the portal, select Internal > External.
If the option "Lock form and only allow project admins to reopen it" is not enabled in the settings of that form and agents need to edit some field to add/remove/edit some information in the ticket, the agent can select the form while viewing the ticket in the agent view and select Reopen.
Just note that, when we reopen a form, customers will also be able to edit it. So, if you don't want to show the reopened form in the customer portal, before editing, select External > Internal, so that the form will only be visible in the issue, and not from the portal. After resubmitting it, you can make the form visible to the customer in the portal, just selecting Internal > External.
More details about Forms in Jira Service Management can be found in the document below:
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