We often speak with teams that need a reliable way to capture specific details when someone raises a support request. Before we explore how custom forms can help, let us mention that we’re happy to walk you through a live demo—whether you’re an IT group looking to handle incident tickets or a non-IT team trying to manage requests of another kind. The key idea is that Jira Service Management (JSM) provides flexible features that any department can adapt.
Here, we’ll look closely at custom forms, which are a central piece in making data collection more precise. Gone are the days of chasing people for missing details. With well-structured forms, issues can be resolved faster and with fewer follow-ups.
1. Why Custom Forms Are Beneficial
Collecting Relevant Details
When a requester fills out a ticket, they might omit crucial information if the form isn’t designed properly. For instance, a request for laptop repair might not include the exact type of device, operating system, or the nature of the problem. By adding structured fields (e.g., multiple-choice, text, file uploads), you guide the requester to supply what your team needs right from the start.
Reducing Repetitive Questions
Agents often have to ask, “Which location are you in?” or “What department do you belong to?” multiple times when those questions aren’t mandatory in a form. By making these fields required, you cut down on repeated follow-ups. This not only saves agents’ time but also makes the entire process more pleasant for the requester.
Universal Approach Across Teams
Imagine the HR department wanting to gather data for a new hire. They may need the candidate’s name, role, start date, etc. Meanwhile, a marketing team might require creative brief details for a design request. Custom forms allow each department to collect the information that matters to them, all within the same Jira environment.
2. Building Custom Forms in Jira Service Management
Initial Setup
Creating a custom form in JSM is straightforward. You can start by going into project settings and navigating to forms. Here, you’ll find various form field types—text input, dropdown menus, checkboxes, and so on.
- Plan Your Fields: Write down the key pieces of information you often need. For example, if you’re dealing with hardware requests, you might want to know if it’s a laptop, desktop, or tablet.
- Use Clear Labels: Keep labels on fields simple and avoid cryptic abbreviations.
- Add Help Text: If a question might be ambiguous, a brief hint can steer requesters in the right direction.
Managing Existing Forms
Maybe you already have some forms in place but want to refine them. The Manage forms documentation helps you update existing forms, remove fields you no longer need, or reorder them for better flow. Adjusting forms is part of evolving your support approach as you discover new requirements or see patterns in the requests you receive.
3. The Power of Customized Fields in Request Types
Request Types vs. Forms
In Jira Service Management, a “request type” defines the form that customers and employees see when they raise an issue. You can add or remove fields in each request type based on your needs. Check out Customized fields in your request types for more info.
- IT Example: A request type for “Software Installation” might contain fields like “Operating System,” “Software Name,” and “License Details.”
- Marketing Example: A request type for “Design Request” might ask for “Project Title,” “Brand Guidelines,” and “Deadline.”
Fewer Mistakes
When people have the correct forms in front of them, they tend to include all the relevant data. This leads to fewer mistakes in categorizing requests or missing critical details. A well-designed form can guide a user to supply the relevant attachments, such as images, spreadsheets, or contract documents.
4. Simplifying Ticket Handling for Agents
Less Back-and-Forth
One of the biggest wins with custom forms is the reduced need for follow-up. An agent who receives a well-filled form can begin resolving the request right away. This stands in contrast to a scenario where half the needed information is missing, forcing an agent to message the requester for clarifications.
Automating Categorization
JSM allows for automation rules that can work in tandem with form fields. For instance, if a certain form field is set to “Urgent,” the system can escalate that ticket automatically. See more on Atlassian’s Automation page to discover how various triggers and conditions can be set.
Clarity on Next Steps
Because custom forms capture everything from priority to specific data points, the agent has a blueprint of what needs to be done next. This might involve assigning the ticket to the right person or generating a knowledge base article if the query repeats frequently.
5. Expanding Beyond IT: Non-IT Use Cases
HR Onboarding
Imagine new hires submitting requests for equipment, access credentials, and benefits enrollment, all on a single form. It saves time for the employee, HR staff, and any others who need to review or sign off.
Facilities Management
If someone needs to report a broken fixture or request new office supplies, a form with location details, item types, and relevant attachments helps expedite the process.
Procurement
For new vendors, teams can design a form asking for official documentation, contract details, and references. This ensures that everything needed to onboard a vendor is collected in one go.
Finance Requests
Finance departments may require forms for invoice approvals, expense reimbursements, or budget sign-offs. By embedding fields like cost centers or account numbers, the financial process becomes less error-prone.
These examples highlight how JSM is not just about IT incidents. Any group that needs to gather structured data for a request can benefit from forms, as noted on the Jira Service Management features overview.
6. Common Pitfalls and How to Avoid Them
Despite the advantages, a few obstacles can appear:
- Overcomplicating Forms
Adding too many fields might discourage users from filling out the form thoroughly. Strike a balance: gather enough information, but don’t make the form a chore. - Lack of Training
Even a perfectly designed form can flop if people aren’t aware of how to use it or don’t understand the terms. A quick primer or a short video tutorial can help get everyone on the same page. - Forgetting to Update Forms
Over time, your processes or needs might change. Make sure you periodically revisit your forms to remove obsolete fields or add new ones relevant to your current workflow.
7. Example Scenario: A Unified Request Portal
Picture a single portal where employees can raise requests for anything from HR, IT, or facilities. Each department has its own request type, with custom forms that reflect its unique data requirements. An employee looking for a design asset clicks “Marketing Request,” sees a form with fields related to brand guidelines, messaging goals, and deadlines. Another employee who wants new software clicks “IT Software Request,” sees fields for the software name, version, department, and reason for installation.
From the agent side, the ticket arrives with all details in place. The marketing team sees the specifics they need, while the IT team sees the software requirements. This unified approach can reduce confusion about where to file requests and ensure that each form is capturing precisely the data its team requires.
8. Best Practices for Continuous Improvement
Solicit Feedback
Ask end-users (employees or customers) if the forms make sense. Are they too long, or are there any essential questions missing? This feedback loop helps fine-tune the approach.
Standardize Terminology
Ensure that common fields use consistent language. For example, if you have a “Requested By” field in one form, use the same label elsewhere, rather than “Submitted By” or “User Name.” Consistency reduces confusion.
Automation and Workflow
Consider using automation to set the ticket’s priority based on form inputs. If the user selects “High Priority,” the ticket can auto-assign to senior agents. Or if the user selects “Hardware Issue,” the ticket routes to the hardware support team. This synergy between forms and automation can further boost your team’s speed.
Version Control for Forms
As your business evolves, you may tweak forms. Keep a record or version history of major changes. That way, if a new form introduces unexpected results, you can revert to a previous version or compare what changed.
Have you ever used custom forms in non-traditional settings, like event management or volunteer sign-ups? Feel free to share how you did it. Real examples often spark new ideas for others looking to simplify their request flows.
We are gold solution partners with Atlassian. Ready to see a live demo for IT or non-IT scenarios? Contact us at 📧 sales@clovity.com or visit 🌐 atlassian.clovity.com.
