Add Dynamic Fields

Learn about configuring Dynamic Fields for particular request types.

Adding Dynamic Fields to a selected request form means turning this request form into the form that adjusts its content in response to the user’s input. Defining dynamic behavior of fields can be done with the Conditions and Validators configuration.

You can configure a single request form so that it adapts its content to different cases with fields appearing dynamically. 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.

Watch the full configuration walkthrough

Configuration

The Customer form extension section in Space 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.

Quick Guide

Steps

1. Select a request type which you want to make dynamic.
2. Go to the Dynamic Fields section and select a field from the list. You can also start typing the field’s name to see hints. If you don’t see a particular field on the list, use the Manage fields button to add all the necessary fields.

3. In Display name you can type a custom field name that will be visible to the Customer Portal users.
4. In Field help you can provide a short description that will simplify filling in the field to the Customer Portal users.

5. Once you’ve added the help text, you can choose how it appears with Show help as icon. It’s possible to display the text below the field or as an info tooltip icon.

When the Show help as icon is enabled, the help text appears as a small info icon that users can click to read the description. This keeps your form clean and organized while still making important guidance easy to find.

Result

The added field is displayed in the Dynamic Fields section.

Next steps

Configure Conditions and Validators to set rules that make the fields appear dynamically on the request form.

Dynamic Forms display

In a request form, Dynamic Fields are displayed below non-dynamic fields defined in the request type.

To learn details about displaying Dynamic Fields in Request Form and Issue View, navigate to the Display Dynamic Fields.

Deleting configuration

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.

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 the Summary field as Dynamic Field for a selected request type:

1. In Space settings > Request types, click the selected request type.

   

2. Go to Request form.

   

3. Unfold the Summary field section and select Use preset value and hide from portal.

   

4. Provide a preset value and click Save changes.

   

   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 Space settings > Apps > Extension for Jira Service Management > 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.

   

Result

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

Example

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.