Jira Service Management

Dynamic Forms features are enabled in Jira Service Management (JSM) projects, provided through support for Customer Portal for company-managed and team-managed projects.

Prerequisites

Before you configure Dynamic Forms rules for a JSM project, make sure that:

• Fields are added to at least one request type in the JSM project.
• You are logged in as a user with Jira Administrators project permission.

Customer Portal

Dynamic Forms rules configured for a JSM project apply to the Customer Portal. When a user fills in a request form on the portal, fields show or hide dynamically based on the configured rules.

Customer Portal is supported for:

• JSM company-managed projects
• JSM team-managed projects

The fields available for configuration depend on the fields added to the request types in your JSM project.

Configure Dynamic Forms for a JSM project

The configuration process for JSM projects follows the same mechanism as for other project types - you select a project, enable request types, and then define rules for fields.

How contexts and rules work

In JSM projects, rules are defined per request type and apply when a user submits a request form on the Customer Portal. Each rule consists of:

• Action - what happens to a field (for example, show or hide it).
• Conditions - when the action is triggered (for example, when a specific option is selected in another field).

Rules are evaluated from top to bottom. If a rule’s conditions are met, subsequent rules for the same field are skipped.

Steps

1. Navigate to Apps > Dynamic Forms.
2. Click Define rules in the Customer portal request view.
3. Select the JSM project you want to configure.
4. Click Go to configuration.
5. Click Add rule set.
6. Drag request types from the scopes (right side of the panel) to the rule set of your choice.
7. Click Configure rules in the upper right corner of the rule set.
8. Click + Add field.
9. Select a field from the list.
10. Click + Add new rule.
11. Enter a rule name.
12. Click + Add new action and select an action from the list.

13. Click + Add condition block to define conditions that trigger the action.
14. Click Save.

Result

The Dynamic Forms configuration for the JSM project has been created. The rules apply when users fill in request forms on the Customer Portal.

Supported fields

Dynamic Forms for JSM supports a focused set of field types on the Customer Portal. The following fields are available:

Field	Customer Portal
Summary
Description
Text field (single line)
Paragraph (multi-line text)
Single select
Date picker
Number

Dynamic Forms vs. Extension for Jira Service Management

If you already use or are considering Extension for Jira Service Management, both apps offer Dynamic Forms capabilities for JSM. Dynamic Forms for Jira provides a focused, streamlined experience for showing and hiding fields based on conditions. Extension for Jira Service Management is a more advanced solution with additional features.

Use Dynamic Forms for Jira when you need simple, rule-based field visibility in JSM. Use Extension for JSM when you need advanced control over request forms. For more information, see Extension for JSM documentation and the Extension Dynamic Forms overview.

Known issues

Rules with Current user role condition not working on Customer Portal

Rules using the Current user role condition with contains one of → Service Desk Customer don’t work on the Customer Portal for users who meet all of the following criteria:

• The user has access to Jira Service Management only as a customer (not as a Jira user or admin).
• The user is added to the project with the Service Desk Customer role.

Workaround: Use the inverse condition instead: Current user role → does not contain any of → Administrator.