Work Request in Scrum Board

[Sophia Skinner]

Hello Atlassian Community

I am looking for a solution to manage requests from external teams. Is this possible without service management? Right now my team manages work with a scrum board and external teams make requests to this board by creating new tickets directly in the backlog. The issue I am facing is that there isnt a lot of consistency with the information that's included in these requests and there is a need to delineate categories for different request types which may be better managed through a form.

Is there a way to link requests via form to my scrum board?

Thank you! 

[Vitalii Rybka · Accepted solution]

Hi Sophia,

Yes, you can definitely do this without JSM! Here are a few approaches:

Option 1: Jira Forms (Built-in)

• Create Jira Forms for different request types
• Forms automatically create issues in your project
• You can customize fields, make them required, add descriptions
• Issues flow directly into your backlog for grooming

Option 2: Issue Templates + Restricted Creation

• Remove "Create Issues" permission for external teams
• Create issue templates with required fields
• External teams request via email/Slack, you create using templates
• More control but less self-service

Option 3: Separate Intake Project

• Create a simple "Requests" project with forms
• Use automation to move approved requests to your Scrum board
• Gives you a triage/approval step

Option 4: Custom Request Types

• Create different issue types for different request categories
• Customize create screens per issue type with required fields
• Still self-service but more structured

I'd start with Jira Forms - they're perfect for this use case and integrate seamlessly with Scrum boards. You get the structure you need without the JSM overhead.

[Trudy Claspill]

Hello @Sophia Skinner 

There is a Forms feature available for Jira Software projects. Have you looked into using that?

https://support.atlassian.com/jira-software-cloud/docs/collect-information-for-your-team-with-a-form/