Issue

Jira Service Management Forms allow customers to fill out additional questions using a form at the time they raise a request via the customer portal. There have been instances where due to system errors, the service request was created, however the form data failed to create and attach to the service request.

In certain cases, there is no warning that the Form failed to submit or save, since the service request ticket is successfully raised. The end user, agents or admins may not be aware until a later time that the necessary data failed to save and may be irrecoverable.

Impact
This may lead to data loss for customers when raising service requests with forms.

Suggestion
Improve the error handling within Forms/Jira Service Management to identify when submitting a form at the time a service request is made via the customer portal, ideally providing an error message that the request could not be created due to a specific error.