Create a Form to send to customers to fill out in the JIRA Request Form

[Peter Morrisey]

I have a form that I can create within the Data Request Form that our customers fill out. My issue is I want to create the form and make it editable by the requestor and send them the link to form within their ticket that they can fill out.

I want to be able to repeat this process in all tickets but I am running into a roadblock in regards to generating the link or putting the url into an automated notification.

[John Funk · Accepted solution]

Hi Peter,

I am confused as to the ask. Why can't you just send the users a link to your existing form? 

[Peter Morrisey]

Hi, the form doesn't generate a link from what I can tell. Our requestors don't have direct JIRA access, should I add a customer link to a notification? We were able to generate a generic form that creates a new Data Request Form but that is not automatically linked to the original ticket.

[John Funk]

The form is attached to the Portal. So you would send a link for the Portal to the customer. 

[Peter Morrisey]

Thanks John, we figured out how to create a shareable link via the portal. How do we attribute the form to the parent Request Form though? It is fine if the portal creates a new subtask/task as long as it is linked to the initial request.

[John Funk]

Okay, still not following you. Can you list step-by-step what is happening and what you are missing? 

[Peter Morrisey]

• We have created the Form, it is available with in the request ticket and we are able to create the form and make it available for researchers to edit
• We have also created a shareable link that is available via our portal
• When we test the shareable link, it created a new ticket and didn't update the form that was created directly in the request ticket
• Our requestors are external so they never access the form directly, we communicate via the comment tool native in JIRA.
• We will need a way to assign the requestor a link to fill out in the ticket or submit a link that connects to the initial request

Hope this helps, apologies for any confusion, this is the first time I've worked with forms.

[John Funk]

Forms will not update current tickets - they will only create new tickets. There is no way for a user who is not an Agent in JSM to update any existing tickets. 

[Peter Morrisey]

That is helpful, can that ticket that is created by filling out the form be attached to the existing ticket in the form of a subtask? Meaning, creating that new ticket will be linked back to the original request.

[John Funk]

Yes, you can create a new ticket and link it to the original ticket, but all of the information will be in the ticket that gets created. You really wouldn't need a sub-task for that. You could create the new ticket in a separate project like a Jira software project and link them if you want or need that. 

What would be the need of the sub-task? 

[Peter Morrisey]

Ideally the subtask would be the form that the requestor fills out and connects to the initial request.

[Olha Yevdokymova_SaaSJet · Accepted solution]

Hello @Peter Morrisey 

What you're seeing — where the shared form link creates a new ticket — is expected behavior with public form links. They’re designed for new issue creation, not updating an existing one.

If you're open to exploring a Marketplace app, Smart Forms for Jira is built to solve exactly this.

Here’s how it works:

✅ You can add a form to a Jira issue manually or automatically (per request type or issue type).

✅ Once the form is inside the issue, you can share a direct link to that exact form instance with the requester — no new issue gets created.

✅ The requester can then fill out the form, and their answers are saved inside the original work item, and issue fields is updated as was set up.

✅ You need also configure the form to update existing Jira fields on submission — for example, automatically filling in Description, Priority, or custom fields based on the answers provided. This works whether the form is submitted directly in the issue or via a shared link from issue. 

💡 Bonus: If you're using Jira Service Management, Smart Forms supports placing forms inside the portal too — or if you're communicating via comments, you can paste the secure form instance link right into the comment.

Let me know if you want help setting up a test — happy to guide you!

[Peter Morrisey]

Thank you, this is very helpful. I will look into it further.

[Peter Morrisey]

Hi @Olha Yevdokymova_SaaSJet , my organization is interested in testing this. Would you be able to assist in testing our process after I begin a trial for Smart Forms

[Olha Yevdokymova_SaaSJet]

Hi @Peter Morrisey 

Yes, sure! We can arrange as many demo sessions as needed, plus we are always available via chat or emails to help you go through the process. Which one would you prefer?

[Peter Morrisey]

Emails are fine. I will activate the trial and reach out if I have questions. Is there a good email I can reach you at?

[Peter Morrisey]

I have started the trial, how do I recreate my existing form in Smart Forms?

[Olha Yevdokymova_SaaSJet]

Great! Please duplicate your message to my email so we can continue conversation there😊