Use External Data Fields in Jira Service Management Portal Forms

Search fields & info panels can be used in the Jira Service Management create request. Then can also be combined into complex use cases like nested / dependant searches and info panels.

While in the create request screen only user values can be accessed and used for dependancies. Other work item values can only be used after the ticket is created.

Customer Portal - Create Request

To enable a search field or info panel in the create request you have to enable the Enable JSM Create Request option in the field configuration.

In this image you see a search field in combination with a work item panel to show details about the selected value.

Example of a working Search Field with Info Panel

Customer Portal - Work Item View

The values selected in the create request will be saved to the work item like a normal search field and be readonly for the customer.

Example how it looks in the customer issue view

Limitations

Only user values and values of other Search Fields can be accessed and used for dependancies in the create request screen. Other work item values can solely be used after the ticket is created.

Positioning of a Search Field or Info Panel is always at the bottom of the request form due to cloud limitations.

Unauthenticated customers are currently not supported and are unable to view the fields.