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Extension for Jira Service Management
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Extension for Jira Service Management

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Last updated Jul 16, 2023

Add Dynamic Fields

Instructions on adding Dynamic Fields to request type forms

Extension for Jira Service Management allows you to create dynamic request forms which contain fields that are displayed and validated on the basis of the user input. A dynamic request form is assigned to a request type.

You can tailor Dynamic Fields to best fit each request type. As a result, the process of raising requests on the Customer Portal becomes shorter and more straightforward, while service desk agents receive precise information they need.

Info

As any change in a request type is automatically saved and visible on the Customer Portal, we recommend to keep request forms Hidden from portal while modifying them.

Note

Before you start configuring, consider the following:

  • Log in as a user with Jira Administrators project permissions. For more information, see Atlassian documentation.

  • Make sure that the fields you want to display are added to the linked issue type. You can add fields to the issue type by editing the create screen for your project. For more information, see Atlassian documentation.

The External assets platform fields are supported without filtering, meaning that currently you can display all assets in a Dynamic Form. For more information on asset management in Jira Service Management, see Atlassian documentation.

The size limit for attachment files in a dynamically displayed Attachment field is 512MB. You can’t add multiple attachment files if their total size is larger than 512MB, or a single attachment file of size exceeding the limit.

Warning

Due to current Jira Cloud limitations, the User Picker field works in a Dynamic Form with some restrictions. For customers and unlogged users, the Customer sharing permissions and the Browse Users and Groups global permission are not respected.

By using the User Picker field in Dynamic Forms, it is possible to search only for users respecting Project permissions. You can manually provide an email address of a desired user as the user filtering and default values work with no restrictions, presenting logged in Jira Service Management customers, users, and unlogged users.

Info
By filling in the User Picker field (single- select and multi-select) users can manually enter an email address without selecting it from the dropdown. Such emails are then validated. To enable Jira users and Jira Service Management customers to use user-pickers this way, the Browse Users and Groups permission is necessary. For more information on setting this permission, see Atlassian documentation.

Steps

To add a Dynamic Field to a request type form:

  1. Go to Project Settings > Customer form extension.
  2. Select a request type from the Request Types list.
    Note

    Request types are grouped into those With Dynamic Fields and Without Dynamic Fields. As soon as the first dynamic field is added, the target request type switches group to With Dynamic Fields. If you delete the dynamic field configuration, the request type appears in Without Dynamic Fields.

  3. Select a field which is dynamic.
    a. Click Add a new field to select one field. The field is added automatically after selecting it.
    b. Click Manage Fields to Select all or several fields at once.
    Adding a dynamic field
    Adding a dynamic field
    Request form
    Request form
    Info

    Bear in mind that in order to add the Assets objects custom field and use Assets in Jira Service Management it’s required to upgrade to the Premium Plan and establish your connection with the Assets API. To learn more, navigate to the Connect to Assets API section.

  4. [Optional] Type the name of your field in Display name if you want to change it.
  5. [Optional] Add Field help to explain what information it requires to be introduced.
    Managing dynamic fields
    Managing dynamic fields
Note
  • You can use markdown and HTML in Field Help.
  • This safelist enables a fuller range of text nodes. Common elements include: p, div, h1, h2, h3, h4, h5, h6, ul, ol, li, blockquote. Common formatting elements include: b, i, font, s, u, o, sup, sub, ins, del, strong, strike, tt, code, big, small, br, span, em. You can also create tables, add styles to the elements, and insert images. Links (a elements) can point to http, https, mailto, and have an enforced rel=nofollow attribute.
Info

To configure Fields Defined in Request Type, go to the Request type section in Jira Project Settings. Read more here.

  1. [Optional] Use drag-and-drop to modify the order of Dynamic Fields. Note that the order of non-dynamic fields which are defined in request type can’t be changed.

Result

The selected field which is dynamic appears in the Dynamic Fields section. In a request form, Dynamic Fields are displayed below non-dynamic fields defined in the request type.

Note
To remove a dynamic field, click on the bin icon which is displayed next to the field on hover. You can also delete several fields at once by unselecting them in Manage fields. After clicking Copy, the fields are removed.

The request raised through the Customer Portal which includes Dynamic Forms, is displayed in Issue View with a Customer form extension panel. The Customer form extension panel presents all Dynamic Fields, configured for the particular request type, with submitted values. You can also see which fields have Conditions.

Raising a request on the Jira Service Management Customer Portal
Raising a request on the Jira Service Management Customer Portal

Moreover, service desk agents can edit Dynamic Fields in the Customer form extension panel.

Editing dynamic fields
Editing dynamic fields

Info
Due to current Jira Cloud limitations, in team-managed service projects, only new fields created directly in a request type can be used as dynamic fields. Fields configured globally are not supported. Moreover, the Attachments and Description fields cannot be added to a Dynamic Form at this time.

Summary field in Dynamic Form

Due to current Jira Cloud limitations, you can add a Summary field to a Dynamic Form only if it is set as hidden. Moreover, it is necessary to refresh the page after raising a request to see the submitted Summary.

Steps

To add a Summary field as a Dynamic Field for a selected request type:

  1. In Project Settings > Request types, click the selected request type.
    Editing request types
    Editing request types
  2. Go to Request form.
    Request form
    Request form
  3. Unfold the Summary field section and select Use preset value and hide from portal.
    Request form
    Request form
  4. Provide a preset value and click Save changes.
    Extension for Jira Service Management -
    Extension for Jira Service Management -
    Note
    Once a reporter raises a request by using the request form with the Summary field as dynamic, they will first see the preset value as their request summary. It is necessary to refresh the page to see the submitted summary.
  5. Open the configured Request Type in Project Settings > Customer form extension and add Summary to Dynamic Fields.
    Tip
    You can add Summary to Dynamic Fields by clicking either Manage fields or Add a new field.
    Extension for Jira Service Management -
    Extension for Jira Service Management -

Result

The Summary field is added to Dynamic Fields. You can now configure Validators for it.

Summary dynamic field is added
Summary dynamic field is added

Example

A request form with the Summary field displayed at the bottom of the form as dynamic.

Request form with Summary dynamic field added
Request form with Summary dynamic field added

Once a request is raised through a form with the Summary field as dynamic, the reporter sees the configured Summary preset value as their request summary.

Request form with Summary dynamic field added
Request form with Summary dynamic field added

It is necessary to refresh the page to see the submitted Summary. The update of the Summary may take a few moments.

Request form with Summary dynamic field added
Request form with Summary dynamic field added

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