Forms on the portal

This page describes what customers and agents see when they open a request on the customer portal and the space has Customer Actions forms.

When the link of a form appears

The link of a form appears on a request when all of these are true:

• The license of Feature Bundle is active.
• The Customer Actions panel shows in the zone of the form in App Configuration.
• The form is enabled and its location is that zone.
• The request matches the request types and the JQL condition of the form, and the viewer has one of its access roles. Service agents skip the access and JQL check by default. A Jira administrator can change this in Global configuration.
• The saving limit of the form isn’t reached.
• For a form on a workflow transition, the transition is possible for the request and the request type still uses its workflow.
• At least one object of the form is left after the JQL conditions of its fields, and at least one can appear on the edit screen of the request.

The saving limit, the location, and the workflow transition apply to agents too.

The link

The link is a button with the link name of the form. When several forms are available, the links are listed one under another, from A to Z by link name.

When a customer points at a link, a link icon with the tooltip Copy link to dialog appears. The copied address opens the dialog of that form at once, even when the zone of the form is hidden in App Configuration.

The dialog

The dialog is a resizable window with the link name as its title. It shows the objects of the form in the order of the Design tab. After a successful save, the dialog closes and the page reloads.

What happens when the customer saves

• Feature Bundle checks the required fields first. It shows errors under the fields and sends nothing until the customer fixes them.
• It saves only the fields the customer changed. If Jira rejects a value, the message appears under that field. Other errors appear in a message in the dialog.
• Field changes, the workflow transition, and internal comments are made in the name of the app. Public comments, new attachments, and links are made in the name of the customer.
• If you turned on Display screen for customer, the customer sees your message with a Close button after a successful save, also when this save used up the saving limit or performed the transition. Closing reloads the page.

When a form isn’t available

If a form is no longer available to the customer, for example because it was disabled or deleted, the saving limit was reached, or the request no longer matches it, the dialog shows “This action is not available” with a Close button. This happens when the customer opens a copied link or keeps the dialog open while the form becomes unavailable.