Learn about configuring Dynamic Fields for particular 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.
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.
Before you start configuring settings, 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.
Check your permissions. To access the configuration page a user needs the Create issues permission. To learn more, navigate to FAQ.
To learn about accessing the Customer form extension configuration which allows you for making your fields dynamic, check the Quick Guide below.
Once you access the Customer form extension view, you’ll notice that request types are grouped into those With Dynamic Fields and Without Dynamic Fields. As soon as the first dynamic field is added to a particular request type, this request type switches the group to With Dynamic Fields. If you delete the dynamic field configuration, the request type appears in the Without Dynamic Fields group.
The Customer form extension section in Project settings allows you to set configuration for the fields of a particular request type. The configuration view is divided into two areas: Fields Defined in Request Type and Dynamic Fields.
To configure Fields Defined in Request Type, go to the Request type section in Jira Project Settings. To read more, see Atlassian documentation.
To learn about configuring the Dynamic Fields section for a selected request type, watch the Quick Guide below.
You can use Markdown in Field help. Your Field help can include the following elements: Headers, Links, Images, Horizontal Rule, Footnotes, Tables, Emphasis and Lists. Bear in mind that currently, it’s not possible to use: Code and Syntax Highlighting, Inline HTML, YouTube Videos, Blockquotes and Line Breaks.
By adding fields in the Dynamic Fields section, bear in mind that:
The added fields are displayed in the Dynamic Fields section. By configuring Validators and Conditions you can make the fields appear dynamically on the request form. Read more in the Configure Conditions and Configure Validators chapters.
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.
In a request form, Dynamic Fields are displayed below non-dynamic fields defined in the request type.
Before you start using Dynamic Fields on the request form, consider the following:
To remove a field added to the Dynamic Fields section, 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.
The request raised through the Customer Portal which includes Dynamic Fields, 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.
By using the Customer form extension section in Issue View you can quickly check which fields are conditional. All the fields with added Conditions in the configuration are displayed with the Conditional field label in Issue View.
Moreover, service desk agents can edit Dynamic Fields in the Customer form extension panel.
All changes are saved and visible in Issue View and on the request form displayed to the Customer Portal users.
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.
To add a Summary field as a Dynamic Field for a selected request type:
The Summary field is added to Dynamic Fields. You can now configure Validators for it.
A request form with the Summary field displayed at the bottom of the form as dynamic.
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.
It is necessary to refresh the page to see the submitted Summary. The update of the Summary may take a few moments.
If you can’t find the answer you need in our documentation, raise a support request. Include as much information as possible to help our support team resolve your issue faster.
