Forms Integration - Jira Service Desk


You use Moveworks Form Integration with Jira Service Desk to:

To get started, follow this guide on Creating Jira Request Types.


Jira Service Management now offers two distinct ways to create intake forms for users: “Request Types” (the legacy feature) and “Forms” (the new feature released in late 2021, incorporated from Atlassian’s acquisition of the creator of the Proforma plugin). Request Types are currently supported by Moveworks for In-Bot Form Filling, while Forms currently are not.
See Form Filling for examples of how Request Types are rendered within Moveworks bot conversation.

Permissions Required

Moveworks needs the ability to hit the following {instance_url}/rest/servicedeskapi APIs in Jira for the service_desk_id that corresponds to your ServiceDesk project.

  • /servicedesk
  • /servicedesk/{service_desk_id}/requesttype
  • /servicedesk/{service_desk_id}/requesttype/{requesttype_id}/field
  • /servicedesk/{service_desk_id}/requesttypegroup

These endpoints require that your instance support setting the X-ExperimentalApi header to opt-in.

Form Ingestion

Moveworks will ingest all forms that are available within a ServiceDesk. If a form does not have any associated categories, Moveworks will mark that form as unavailable for ingestion.

Once the forms are ingested, Moveworks will link your employees to them by redirecting them to {jira_url}/servicedesk/customer/portal/{service_desk_id}/create/{request_type_id}. This URL can not be configured today.

Unsupported Extensions

In December 2021, Jira Service Management acquired Proforma, a popular Marketplace plugin, and integrated Proforma’s functionality into their native product - presented as the Forms feature. These forms are currently not supported for in-bot filling.

Jira Request Types that utilize Forms cannot be automatically detected through the API. Thus, if your organization leverages Forms in some of your Request Types, you should notify your Customer Success team so that these Request Types can be blocked from in-bot filling. They will still be redirected to the Jira Portal to be filled out.

Supported fields

Moveworks converts your Jira fields into internal supported types where possible.

Form Field Type Conversion

SystemExternal Field TypeMoveworks Type
Jira Service DeskdescriptionText: Single line
Jira Service Deskcom.atlassian.jira.plugin.system.customfieldtypes:multicheckboxesDropdown: Multiple
Jira Service Deskcom.atlassian.jira.plugin.system.customfieldtypes:cascadingselectUnsupported
Jira Service DeskdescriptionText: Multi-line
Jira Service Deskcom.atlassian.jira.plugin.system.customfieldtypes:textfieldText: Single line
Jira Service DesksummaryText: Single line
Jira Service Deskcom.atlassian.jira.plugin.system.customfieldtypes:multiuserpickerDropdown: Multiple
Jira Service Deskcom.atlassian.jira.plugin.system.customfieldtypes:floatText: Single line
Jira Service Deskcom.atlassian.jira.plugin.system.customfieldtypes:textareaText: Multi-line
Jira Service Deskcom.atlassian.jira.plugin.system.customfieldtypes:multiselectDropdown: Multiple
Jira Service Deskcom.atlassian.jira.plugin.system.customfieldtypes:labelsUnsupported
Jira Service Deskcom.atlassian.servicedesk:sd-request-participantsDropdown: Multiple
Jira Service DeskpriorityDropdown: Single
Jira Service Deskcom.atlassian.jira.plugin.system.customfieldtypes:datetimeDatetime
Jira Service DeskAny custom plugin field typeUnsupported
Jira Service DeskcomponentsDropdown: Multiple
Jira Service Deskcom.atlassian.jira.plugin.system.customfieldtypes:userpickerDropdown: Single
Jira Service DesklabelsUnsupported
Jira Service Deskcom.atlassian.jira.plugin.system.customfieldtypes:selectDropdown: Single
Jira Service Deskcom.atlassian.jira.plugin.system.customfieldtypes:radiobuttonsDropdown: Single
Jira Service DeskduedateDate
Jira Service Deskcom.atlassian.jira.plugin.system.customfieldtypes:urlText: Single line