Category: Content

Now that you know why good form design is important and how to ask good questions, here are some quick ways to improve Jira screens and Jira Service Desk request forms.

Jira

Use these easy field tips in Jira.

1. Limit fields on the Create screen

When you create a project, Jira automatically creates screens and schemes for it. A “Kanban Default Issue Screen” includes 14 fields! By the time you’ve added additional custom fields, screens are often long and cumbersome. Just because info is needed, doesn’t mean it’s needed at the same time the issue is created. Group your fields into the following categories:

• information needed immediately (Ex: Description and Requested date),
• information needed later in the workflow (Ex: Estimate and Due date),
• and information needed before an issue is completed (Ex: Time tracking and Root Cause).

Only show fields in the first category on the “Create” screen. Fewer fields make issues easier to create, especially for non-technical users.

Also only ask for information the creator can immediately provide. For example, if the creator isn’t the person who calculates the estimate or determines the release date, omit those fields. You can collect that information, during a scheduling process, later in the workflow.

If you have “Edit” and “View” screens, include all the relevant fields, so info is easy to update at any time. Usually these actions can share the same screen but sometimes they are different.  Example:  A field has a value but editing it is not desired.  In this case, the “View” screen shows the field but the “Edit” screen does not.  As a reminder, for Jira Cloud Next-gen projects, there’s just one screen per project or per issue type and no distinction between the create, edit, and view operations.  

2. Use tabs to group similar fields

If there are many fields, use the “tabs” feature to group them. In the screenshot, all user picker fields are together in the “People” tab and all date and version fields are in the “Internal” tab.

3. Collect additional information during the workflow

Determine when in the workflow other fields should be completed. For example, fields like “Assignee”, “Due date”, and “Original Estimate” should be filled before an issue reaches the “In Progress” status. Use a workflow transition screen, and validators, to require entry. If you’re using ProForma, you can create separate forms to collect information at different times in the workflow.

4. Order fields strategically

List fields in the order the user is likely to supply the information. Place more important fields at the top.

Always place the “Priority” field before a “Requested” date field.  It may help set realistic expectations to ask for the importance before the date.

5. Order fields consistently

Use a consistent field order for all issue types and projects. Users expect and appreciate a standard.

6. Only create fields that are reported on

Don’t show unnecessary fields, collect information you won’t use, or create custom fields that aren’t queried. Instead, use the standard “Description” and “Comment” fields and train users what information to provide.

7. Utilize best practices and standard web form conventions

When creating screens, be aware of the web and application standard conventions that users expect. Here are some tips for effective and useful web forms.

• Don’t ask too many questions
  Only ask for information you’ll use.  For example, if you plan to respond to issues via email, only ask for an email address (not an email address, a phone number, and a mailing address.)  If you already have the reporter’s email address on file, don’t ask them to type it. Short web forms are more likely to be completed.  Users dislike providing many ways for you to contact (aka spam, annoy) them.
• Ask specific questions
  Use field descriptions to ask the user for specific information or to provide formatting instructions.  Asking a specific question gives you better information than a blank or “Enter your message here” description.  Examples: “What software do you need installed?” or “What is the expected result of the defect?” 
• If a field has validation requirements, tell the user exactly what to enter
  Give clear and easy to understand directions.  Don’t wait for a user to enter data incorrectly before providing them with formatting instructions.  For example, tell the user to enter their phone number in the format: ###-###-#### rather than provide the vague error “Please enter a valid phone number.”
• Confirm successful submissions
  After a user clicks the submit button, there should be a confirmation that the message was received or an error message if there were any problems. Jira handles this functionality by default.
• Post and adhere to your privacy policy
  Any time you collect user information, you should have an easily accessible privacy statement that addresses what you collect, how you use it, and under what circumstances, if any, you disclose it.  If completing a form means you’ll add their email address to your newsletter system, for example, that needs to be clear.  This is important for public instances and when you use Jira for customer support.
• Consider your audience
  As with everything web related, create forms with the end user and their specific goals in mind.  You may need separate forms for existing customers, new prospects, or different situations.  Don’t try to serve all users and all conditions with the same form.

Jira Service Desk

With Jira Service Desk, you have a different audience to consider.  In Jira, the create form should be as short as possible.  But in Jira Service Desk, it’s important to collect all the important details up front, to avoid multiple rounds of follow-up questions.  This is especially important when working with external customers in different time zones.

Use the Jira tips above and these additional tips for JSD.

1. Use “Introduction text” to provide portal instructions

Enter a custom message to help users understand support options and share additional help resources. The intro message is especially important when there are multiple Service Desk portals. Intro message space is available in addition to the temporary announcement banner. (Both are pictured below.) Visit Project Settings > Portal settings to enter introduction text.

2. Use the “Description” field to help users select the correct form

Add a short description for each request form, so users can determine the best selection for their request.

Always provide a selection for “all other requests”. In the screenshot above, there’s a generic form titled “Get IT help.”

3. Use the “Help and instructions” field to set request expectations

Enter custom instructions for each request form so users know what information is needed and how long it usually takes to receive a response. In the screenshot below, the user can expect help within 2 hours for this type of support request.

4. Customize field labels and add field descriptions

In JSD you can customize a Jira field’s label. For example, I often change the default “Summary” label to the more descriptive “Summarize the problem.”

Similarly, you can also customize field descriptions. Use the Jira field description for Jira users and tailor language in the Portal to that audience.

5. Group forms by request type

In my former role as a web developer, I always considered a user’s capacity for processing information. Too many form choices can overwhelm a user. If you have more than 5 request forms, use the JSD “groups” feature to categorize the list.

6. Use unique form icons

Each request form has an icon. Make each unique and choose icons that visually communicate what each request form is for. If you can’t find the right icon, you can make your own. Atlassian recommends a 20px grid with 24px padding. Read more

Finally, and most importantly, make it easy, intuitive, and painless to complete Jira screens and Jira Service Desk request forms.  The process should be simple for all users.

OTHER ARTICLES IN THIS SERIES:

• Why Form Design in Jira Matters  –  How you design your forms will impact the quality of data you receive, and much more!
  
• Layout and Flow: Creating User-Friendly Forms in Jira – Form layout affects completion rates and user frustration. We’ll discuss the right way to do it.
  
• Writing Good Form Questions in Jira: Part 1 – How do you choose the right words, field types and validation levels? This article will dig into the nitty gritty of creating good form questions. 
• Writing Good Form Questions in Jira: Part 2 – Choice questions are great for collecting structured data. We’ll look at the options for choice questions and discuss ways to influence, or mitigated influence on the user.
• Things to think about when converting forms in Jira – Bringing a process into Jira for the first time? Don’t just copy forms straight across. This is a chance to make improvements.
  
• Efficient Jira Screens and Jira Service Desk Request Forms – Jira screens and JSD request forms aren’t the same. Here’s how you can make each one work for its audience.
• Tips for Creating good forms/screens in Jira – Learn how you can leverage Jira features like tabs, workflow transitions and icons to create better forms and screens.

When I became a Jira administrator, the most confusing part of project administration was how screens, screen schemes, and issue type screen schemes worked together. Huh? All I wanted to do was to change a few fields around and instead, I found myself lost in a confusing combination of settings that didn’t make any sense to me. Shouldn’t it be easier? Once I understood the relationship however, I saw how powerful these settings are when they work together. Let’s start out with some simple definitions.

Screens

Screens define which fields are present and their display order. Jira Server and Jira Cloud “Classic” projects have four types of screens. They are:

1. Create: A screen for creating a new issue
   • This screen collects the initial information from the Reporter. It often contains just a few of the most important and required fields.
2. Edit: A screen for editing an existing issue
   • This screen contains all the fields a user is able to complete or update.
3. View: A screen for viewing an issue’s details
   • This screen contains all the fields a user is able to view.
   • Note: Jira Server and Jira Cloud “Classic” projects only display fields that have data. For example, if the “Due Date” field is empty, you won’t see it on an issue’s view screen.
4. Transition: A screen that is displayed during a workflow transition
   • This screen is often used to collect or update data at different points in an issue’s lifecycle. For example, the “Resolution” field value is collected before an issue reaches its final workflow status.
   • Tip: Distinguish your transition screens from other screens by naming them with a “(T)”. Example screen name: Assignment (T). See screenshot.

You can have one screen, or one set of screens, for all issues in your project. Or you can have different screens for each issue type. We’ll talk more about that in the “Issue Type Screen Scheme” section below.

Jira Cloud “Next-gen” projects work differently however. There’s just one screen per project or per issue type and no distinction between the create, edit, and view operations. “Next-gen” projects treat empty fields differently as well. An empty field displays with the word “None” below it, as pictured.

Fields and Ordering

In all versions of Jira, screens display both standard and custom fields.
Some fields can be ordered as desired by rearranging them on the admin view of the screen.  Other fields are automatically placed and grouped together. For example, all user-picker fields (“Assignee”, “Reporter”, etc) appear together on the right side of an issue’s screen. All date fields (“Due Date”, “Created Date”, “Updated Date”) also appear together on the right.

Screen Schemes

Jira Server and Jira Cloud “Classic” projects have Screen Schemes.
Remember the “create”, “edit”, and “view” operations above? This scheme associates one or more screens with an operation.

In this simple example, there’s one screen for each operation.

In this more complex example, there is one screen for the “create” operation and another screen for the “edit” and “view” operations.

A Screen Scheme can have as little as one screen shared by all operations or as many as three screens, with one screen for each operation.

Why Multiple Screens?

I recommend starting with one screen shared by the “create”, “edit”, and “view” operations in your project. If that screen becomes cluttered with too many fields, or if information needs to be collected during different stages of the workflow, then consider using multiple screens.

Issue Type Screen Schemes

Jira Server and Jira Cloud “classic” projects also have one final setting called an Issue Type Screen Scheme. This scheme associates screens with different issue types. Just like you can have different screens for different operations, you can have one set of screens for your Bugs, one set for your Stories, and another set for your Tasks.

This Issue Type Screen Scheme has two Screen Schemes. The Bug issue type uses the “Bug Screen Scheme” which has two screens. The Epic issue type uses the “Epic Screen Scheme” which has one screen.

Tying it Together

Screens, Screen Schemes, and Issue Type Screen Schemes work together to power your project. Atlassian explains this relationship in this diagram.

It look me a long time to understand these concepts. I recommend you re-read this article and experiment in your own Jira test environment, until the relationship between these settings is clear.

Jira Service Desk Request Forms

If you have Jira Service Desk, there’s another type of “screen” to be aware of. When Service Desk Agents login to Jira, they see the typical Jira screens described above. When Service Desk Customers login to the Customer Portal however, they see request forms.

Request forms provide a simpler and streamlined issue view, which is great for less technical audiences. Customers need no Jira knowledge to use the portal to submit their request.

In the example below, the left image shows a default Jira create screen, which contains 21 fields. The right image shows a default Jira Service Desk change request form, which contains only 10 fields. Which one looks easier to complete?

Best Practices

Make your screens and schemes as easy, efficient, and reusable as possible. Here are some recommendations:

As With all Forms

• Don’t collect data you won’t query on or actually use
• List fields in the order a user would likely supply the information
• Order fields consistently between issues types in a project and between projects. Users expect and appreciate a standard.
  • Example: The “Summary” field is always first, the “Description” field is always second, etc.

For Jira Server and Jira Cloud “Classic” Projects

• Use a single screen for all operations (“create”, “edit”, “view”) until there’s a real need for additional screens.
  • Consider additional screens when there are too many fields or if information needs to be collected during different stages of the workflow.
• On the “create” screen:
  • Only include the most important and required fields. Too many fields overwhelm users. Too many fields also impacts loading and performance.
  • Only include fields relevant to the Reporter. For example, if a business team member is reporting a Bug, they can’t provide an effort estimate and won’t know which code version is impacted. Don’t show the “Story Points”, “Original Estimate” or “Affects Version” fields. Instead, add these fields to your “edit” and “view” screens. You can also prompt a development team member for that information, later in the workflow, using a “transition” screen.
• Create a single screen and a single screen scheme, for all issue types, until more are needed.
  • Example: You want the custom fields “Steps to Reproduce” and “Expected Result” on a Bug’s “create” screen, but not on a Story’s “create” screen.
  • Example: Create one standard for all development projects and another standard for support projects, not one custom configuration per Jira project.
• Create generic screens and schemes so they can be shared between projects.

Other articles in this series:

• Why Form Design in Jira Matters  –  How you design your forms will impact the quality of data you receive, and much more!
  
• Layout and Flow: Creating User-Friendly Forms in Jira – Form layout affects completion rates and user frustration. We’ll discuss the right way to do it.
  
• Writing Good Form Questions in Jira: Part 1 – How do you choose the right words, field types and validation levels? This article will dig into the nitty gritty of creating good form questions. 
• Writing Good Form Questions in Jira: Part 2 – Choice questions are great for collecting structured data. We’ll look at the options for choice questions and discuss ways to influence, or mitigated influence on the user.
• Things to think about when converting forms in Jira – Bringing a process into Jira for the first time? Don’t just copy forms straight across. This is a chance to make improvements.
  
• Efficient Jira Screens and Jira Service Desk Request Forms – Jira screens and JSD request forms aren’t the same. Here’s how you can make each one work for its audience.
• Tips for Creating good forms/screens in Jira – Learn how you can leverage Jira features like tabs, workflow transitions and icons to create better forms and screens.