Take the example of a financial claim such as a refund for a defective product, or an employee reimbursement. Building financial claims into Jira is a way to ensure that they always follow a strict, standardized protocol.
You can set up a system to handle multiple types of claims in Jira Service Desk in seven steps:
1.Defined your business rules
Ensure compliance by building your business rules into the system. Identifying all of the rules up front will ensure air-tight processes and will also make it easier to sort out how many different workflows you need. List the compliances rules, notification requirements, needed approvals and escalation rules for each type of claim.
2. Set up a Jira project
The next step is setting up a Jira project with the issue types you need. Having invested the time to map out your business rules, you’ll probably find similarities between different types of claims. If two different types of claims follow the same structure (require the same number of approvals, have the same escalation rules, security rules, etc.), then you can use the same issue type and the same workflow. This is true even if different pieces of information are required in order to process the claims.
3.Create a forms inventory
ProForma forms are a simple solution for including all of the fields you need on an issue – without creating dozens of new issue types, or adding oodles of Jira custom fields. Begin mapping out the data fields you will need for each type of claim you want to handle. More than one process (type of claim) can use the same issue type/workflow. However, since different types fo claims will require different pieces of data, you will want to create a form for each.
For example, employees can claim reimbursement for travel expenses. The information needed to claim mileage in their private vehicle will be different from the information needed to claim the cost of a plane ticket to attend a conference. You can create a form (and later a JSD request type) for each, but still use the same issue type.
As you begin listing the fields you need, make note of those that will need to be queried or reported on. When you build your forms, you can link these fields to Jira fields.Also, check the ProForma Template Library to see if there is a template available. The library includes hundreds of process templates that include a JSD portal form, request type, workflow and any needed secondary forms all in one install. Using a template can save you a lot of setup time and any ProForma template can be easily modified to comply with your team’s processes.
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4.Build the ProForma Forms
You have several different options for building the forms; you can start with a template, start from a copy of an existing form, or start from scratch. If you’re building from scratch, it might be easiest to start by building the longest, most complex form first. Then you can copy it and delete the sections/questions you don’t need for subsequent forms. This not only saves time, but will also ensure a standardized form layout. Use sections, information and questions to create the form.
Use conditional logic to dynamically show or hide form sections depending on the users response to a previous question.
5.Build the process into Jira Service Desk
Now that you have all the pieces, you need to build the process into Jira Service Desk. This consists of setting your form to be visible on the customer portal and creating a request type. Remember, that if you’re using a ProForma process template, this step happens automatically.
6.Test and train
Let your finance team test the process before you go live. Document adjustments that need to be made and expand the test group after making needed corrections. Ensure that team members understand how JSD works, knowing how to access queues, respond to customers etc.
Once you’re ready to go live you’ll need to broadcast the new process to your users. If your organization already uses Jira Service Desk for IT support than your employees will already be familiar with system.
For more examples of how you can use Jira for managing mission-critical financial processes, see Micky Caritte’s article, How the Financial and Banking industry uses Atlassian products.