Create a JSM Request

This article explains how to enable Booking on Jira Service Management (JSM), create and configure a request type, adjust field settings, and understand current limitations.

Requirements

To enable booking on JSM, you must have:

• Jira Service Management installed and active.

• A configured Booking Flow in a Jira service project.

• A workflow transition from the first status back to itself (it should be the case if you used our templates for the booking flow creation).

Info

When creating a Booking Flow in a new Jira project, a company-managed software project is automatically created. If you want to create a Booking Flow on a service or business project, you must first create the Jira project manually. Once created, you can select it when creating a Booking Flow from a template.

Create a JSM Request Type

1. Open your JSM Project Settings.

2. Go to Request management > Request types.

3. Click Create request type > Create blank.

4. Choose a request Name (for instance “Book a car”).

5. Select a Portal group.

6. Choose your Work type (for instance “Car Booking”).

7. Click Add.

8. Remove the Booking field, as booking options are automatically loaded in your JSM request. If you cannot remove the field because it is required, follow the instructions in the info panel below.

9. Click Save changes.

Mark the Booking Field as Optional

By default, the Booking field is mandatory in Jira work items and cannot be removed from your JSM request. To allow its removal, set the field to optional by disabling the Required toggle in your Field configuration.

Access Path: Jira Administration > Work items > Field Configuration

After disabling the Required toggle next to the Booking field, go back to your JSM Request configuration and remove the Booking field.

JSM Request Configuration Example

Limitations

Atlassian does not yet provide full support for Forge custom fields in JSM. As a workaround, booking options are displayed through a panel on the JSM portal.

• Loading booking options may sometimes be slow, particularly on JSM instances with low traffic.

• When JSM agents create a new request from the project, they may still see the Start time and End time fields. This is due to a current Atlassian limitation. While our Booking App can already hide these fields in software projects, this feature is not yet supported in service projects.

JSM Portal Examples