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Let Me Help You: Creating Jira Issues on Behalf of Others

by Jenny Choban on January 30, 2019

You’re on the phone…and your coworker mentions that thing, that really doesn’t work, that would be so much better if it was more like…You instantly realize that your colleague is right. With one click you open a form. You fill out the form and hit create. A new Jira issue with all of the required information has been generated before you’ve even finished your conversation.


There are many reasons you might want to create Jira issues on behalf of others. Sales or service  agents to create issues on behalf of their clients. This is a great way to ensure shore-up customer service.  You may create Jira issues on behalf of co-workers who don’t have access to Jira, or aren’t familiar with the Jira project that’s used to manage a particular task. Whether you’re assisting internal or external customers, when you create Jira issues on behalf of others, you:


  • Start the mechanism that ensures the problem gets documented, tracked and resolved – this is why we love Jira.
  • Save your customer the trouble of having to create the issue themselves.
  • You also save those customers/coworkers from an unnecessary notifications they might receive as a “reporter” in Jira.


It’s like good old fashioned customer service, you take care of the problems so they don’t have to.


Using ProForma to Create Jira Issues


One way to make ensure that creating issues is fast, accurate and easy is to use ProForma Issue Forms. ProForma is the Jira app that allows teams to create forms that embed in Jira issues. Forms are an easy way to gather structured data without requiring complex configurations or Jira custom fields. 


You can add ProForma forms (you can include any number of forms on an issue) to existing Jira issues; or you can create issues from forms, or both. There are several advantages of creating Jira issues from ProForma forms.

  • It’s easy. You can create issues, including the embedded form, directly from your Jira dashboard.
  • It ensures the right data. Nothing beats a form for collecting complete, structured and accurate data. Form features like conditional logic, hints and examples and validation make it easy to ensure that all of the needed information is included when the issue is created.
  • It saves time. Now you don’t need to create the issue, then manually add and complete the form. You get it all in one go.


Setting Up the ProForma Issue Forms


There are two simple steps to setting up Issue Forms. First you need to enable the feature. Note that this is feature is disabled by default. To enable Issue Forms:


  • Log in to your Jira instance as an administrator.
  • Go to settings and select Apps (Cloud) or Add-ons (Server).
  • Select Configuration on the left nav-bar under ProForma.
  • Click on the Issue Forms toggle button.

ProForma Forms & Custom Fields for Jira

Once the feature is enabled, you also need to indicate which forms you would users to be able to access from the Jira navigation bar. This is a simple matter of adjusting one of the form settings. to do this:

  1. Click Edit Settings.
  2. Select the relevant request or issue type for the setting Can Create issue.
  3. Click OK.
  4. Save the form.

ProForma Forms & Custom Fields for Jira

How ProForma Issue Forms Work


Once set-up is complete, users can start creating issues directly from the Jira navigation bar by selecting Issue forms.

ProForma Forms & Custom Fields for Jira

The user then selects the appropriate Jira project from a dropdown menu, then selects the desired form. 

ProForma Forms & Custom Fields for Jira

When the user fills out the form and clicks Create...

ProForma Forms & Custom Fields for JiraA new Jira issue, complete with embedded form, is created.  

ProForma Forms & Custom Fields for Jira