How to Build JSM Forms With Conditional Sections and Assets Fields

Jira Service Management forms give every request type a single intake page that asks only the questions that apply, writes answers into real Jira fields, and lets requesters pick the laptop or application they mean straight from Assets. Forms were previously sold as the ProForma app and are now built into Jira Service Management Cloud. This guide covers four tasks:

• Create a form in your service space
• Add sections that show only when a choice applies
• Link questions to Jira fields and Assets objects
• Attach the form to a request type on the portal

Before You Start

• Space admin access to the service space (project admin on sites using the older naming)
• An Assets object custom field already created and scoped to the right object type, if the form will ask for assets
• A list of the questions each request type needs, grouped by which answer makes them relevant

Create a Form

1. Open your service space and select Space settings → Request management → Forms. Older sites label the first menu Project settings.
2. Select Create form.
3. Select Create blank, or Create from template to start from a prebuilt IT form.
4. Name the form after the request it handles, such as New hardware request.
5. Add your questions from the builder, starting with the ones every requester answers.

Add Conditional Sections

Conditional sections keep a long form short for each requester. A section stays hidden until the requester picks a matching answer.

1. Add a choice question: a radio button, checkbox, or dropdown question.
2. Below that question, select Add section.
3. Select the section divider to open its properties panel.
4. Change the section from Always to Conditionally.
5. Select the choice question that controls the section.
6. Select the choices that should show it.
7. Add the questions that belong in the section.

Multi-select dropdown questions cannot trigger a section, so use checkboxes when a requester needs to pick several options. For a second condition, place the controlling question inside the first conditional section and add the next section below it.

Link Questions to Jira Fields

Linking writes form answers into Jira fields, so the data works in queues, JQL, reports, and automation.

1. Select a question in the form builder.
2. In the right panel, open Linked Jira field.
3. Select the Jira field that should receive the answer.
4. Repeat for every answer your agents filter or report on.

A linked field appears once on the portal, even when it also sits on the request type. On the request type's Request form tab, leave Use preset value and hide from portal unchecked for any linked field, because a preset value takes priority over the form answer.

Add Assets Fields to a Form

Assets fields let requesters choose a real object, such as their laptop or a business application, instead of typing a name.

1. Add a question to the form and link it to your Assets object custom field through Linked Jira field.
2. Set the object type and filter scope on the custom field itself, since the form uses that configuration.
3. For a dependent pick list, reference the earlier field in the filter scope AQL with a placeholder such as ${customfield_XXXX.label}.

Keep every field referenced by a placeholder on the same form. An Assets field on the form cannot read a value from a field that exists only on the request form, so either link all related fields on the form or keep all of them on the request form.

Attach the Form to a Request Type

1. Open the form and select the Settings tab.
2. Turn on the toggle next to Request form.
3. Select the request types that should show the form on the portal.
4. Save the form.

Two settings on the same tab control edits after submission:

• Lock this form once it's submitted so only admins can edit keeps answers fixed once the request is raised
• Keep this form open for edits lets requesters update their answers after the request is created

What You Gain

• One intake page per request type that asks only relevant questions
• Answers in real Jira fields, ready for queues, JQL, and reports
• Requests tied to specific Assets objects, so agents see the exact device or application
• The same form design at five people and at a hundred and twenty

Who Should Own It

Outsourcing Jira Service Management administration is the default recommendation for most SMBs. A managed IT partner designs request types, forms, and Assets schemas together, and keeps field links and filter scopes current as your catalog grows. Companies that already have an IT partner get the most from this by adding form reviews to the service catalog work that partner already covers.

ScaleIt builds and runs Jira Service Management for startups and SMBs as part of managed IT support, including forms, request types, and Assets. Book a free call and we will map a form set for your service desk.

Verified against Jira Service Management Cloud on 2026-09-30. Vendor docs: https://support.atlassian.com/jira/kb/how-to-allow-customers-to-edit-the-jira-fields-of-their-portal-request-using-forms/, https://support.atlassian.com/jira/kb/use-forms-to-set-conditional-fields-in-service-projects/, https://confluence.atlassian.com/jirakb/how-to-implement-conditional-logic-in-jira-forms-on-atlassian-cloud-1167693620.html, https://support.atlassian.com/jira/kb/jira-service-management-forms-not-honoring-linked-jira-field-value/, https://support.atlassian.com/jira-service-management-cloud/docs/what-is-the-assets-objects-field/, https://jira.atlassian.com/browse/JSDCLOUD-15793.