Summary
JSM Projects has two features that allows you to customise the way that users can create issues. The first feature is Forms, these are websites that a user will use to fill out the form. When the form gets submitted it will create a new issue with the entered information. The second feature is a Widget and these are placed on your website which allows anyone who accesses your website to create new Issues. Both Forms and Widgets are found in Project Settings.
JSM Form
JSM Forms require a pre-existing Jira account to gain access to the form and any person without an account will not be able to use the form. The user will need the URL to access the form, this is found in Project Setting > Form > Edit > Settings > Create new issues. As a Jira account is needed it means the reporter will be set to the user that submitted the form.
Issue Creation
The fields in the form can be customised and changed so you can specify the content you would like to gather. When the forms are submitted the values will be saved into the corresponding fields on that Issue. The form can be shown internally within the Issue so that you can see the original content that the user entered. This can be enabled/disabled within Project Setting > Form > Edit > Settings > Issue creation > Keep form open.
Widgets
Widgets are placed onto your website and can be used by anyone regardless of whether they have a Jira account or not. Unlike Forms, Widgets do not allow you to add or remove fields. They can only display these fields:
Summary
Description
Attachments
Contact email
You can enable the users to search for all request types and search your knowledge base articles. This will require “viewing” access to be set to “anyone” in the knowledge base settings.
Customer Access
To allow anyone to create issues using a Widget it will require you to enable two settings. These two settings are:
“Anyone allowed on the customer access settings” within Project Settings > Customer permissions.
“Customers can access and send requests from the portal without logging in” within Products > Jira Service Management > Customer access.
These settings will allow all users without a Jira Account to access the Widget and create issues. When an issue is created and the contact email does not relate to an existing user, JSM will create a new user with Customer permissions so that the user can create comments by replying to notifications. If the contact email does relate to a user then it will assign that user as the reporter.
Disabling Customer access when Widget is enabled
If you disable “Customers can access and send requests from the portal without logging in” once the Widget is enabled and embedded it will disable the Widget and will stop it from being shown on the website.
Issue Creation
When the request is sent from the Widget it will add the Description, Summary and Reporter to the newly created issue. Below is an example of using the Widget and the information that it shown in the Issue.
Widget | Issue Created |
|---|---|
 |  |