When an agent creates a ticket from the "Create" option in Jira, there is no option to add forms.

This prevents agents to attach additional details, and prevents request participants from viewing all fields of the form in the "my requests" page. How can this help: 

• If a request participant is added later, accessing the ticket from the portal will provide them with the previous context. 
• Allows customers to check all their pending requests from one page instead of switching to email and the portal. 
• All the ticket details, including comments, status, and attachments, can be accessed directly from one page. 

NOTE

There is work under way to allow displaying work items created by agents on behalf of the customer on a support site https://jira.atlassian.com/browse/CSM-33

This feature request (CSM-91) specifically is attaching forms to CSM requests