How to create intake forms on Jira
Quick Answer
Create intake forms in Jira by navigating to your Service Management project, configuring request types, and customizing fields to capture the information you need. Use the Portal settings to design the form layout and field validation rules.
Prerequisites
- Jira administrator or project administrator permissions
- Access to Jira Service Management
- Basic understanding of Jira workflows
- Knowledge of your organization's request types
Step-by-Step Instructions
1
Access your Jira Service Management project
Log into your Jira instance and navigate to your Service Management project. Click on Project settings in the left sidebar, then select Request types from the menu. This is where you'll configure your intake forms.
If you don't see Request types in the menu, ensure you're in a Service Management project, not a regular Jira Software project.
2
Create a new request type
Click the Create request type button. Enter a descriptive name for your intake form (e.g., "IT Support Request" or "Bug Report"). Add a description that explains when users should use this form. Select an appropriate icon and choose the issue type that requests will be converted to (usually Service Request or Incident).
Use clear, non-technical language in your request type name and description to make it user-friendly for all requesters.
3
Configure form fields
In the request type configuration, scroll to the Request form section. Click Add a field to include system fields like Summary, Description, Priority, or Components. For custom fields, click Create field and choose from options like single-line text, dropdown, checkboxes, or date picker. Set each field as required or optional.
Keep forms concise - only include fields that are essential for processing the request to avoid overwhelming users.
4
Set up field validation and help text
For each field, click the gear icon to configure validation rules. Add help text by entering descriptions in the Field description box. Set up conditional logic by using Field conditions to show/hide fields based on other selections. Configure default values where appropriate to speed up form completion.
Use placeholder text and examples in help descriptions to guide users on the expected format (e.g., "Enter your employee ID: EMP12345").
5
Customize the portal appearance
Go to Project settings > Portal settings. Upload a custom icon for your request type under Request type settings. Modify the portal theme, colors, and branding in the Look and feel section. Preview your changes by clicking View portal to see how the intake form appears to end users.
6
Configure automation and routing
Set up automation rules by going to Project settings > Automation. Create rules to automatically assign requests based on form inputs, send notifications, or update fields. Configure SLA settings in SLAs if you need time-based metrics. Set up approval workflows if requests require manager approval before processing.
Start with simple automation rules and gradually add complexity as your team becomes comfortable with the system.
7
Test and publish the intake form
Click View portal to test your intake form as an end user would see it. Fill out the form completely to ensure all validations work correctly and required fields are properly configured. Check that submitted requests create issues in the correct project with all field mappings intact. Once satisfied, share the portal URL with your users.
Create test requests using different user accounts to verify permissions and field visibility work as expected.
Common Issues & Troubleshooting
Custom fields not appearing in the request type
Ensure the custom field is added to the appropriate Field Configuration and Screen Scheme for your project. Go to Settings > Issues > Field configurations to verify.
Request type not visible to users in the portal
Check the request type Permissions settings and ensure the appropriate user groups have access. Verify that the request type is Active and not in draft mode.
Form validation errors not displaying correctly
Review your field validation rules in the request type configuration. Ensure Required fields are properly marked and custom validation expressions use correct JQL syntax.
Submitted requests creating issues in wrong project
Verify the Issue type mapping in your request type settings. Check that the destination project has the correct issue types available and proper workflow schemes configured.
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