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Jira Software/Core Jira Service Desk Form Design

The Right Data, the Right Action: ProForma Form Automation

by Jenny Choban on April 8, 2019

Getting the right data on every Jira issue/request makes teams more efficient. There’s no need for JSD agents to comment back and forth with the customer in order to get the details needed for a service request, no need for software teams to go back and forth between Jira and Confluence to see the specs for a new feature, no need for business teams to download attached Word documents. All the data you need is right there - in Jira.

AutoRules6Now ProForma lets you can take that efficiency a step farther by building automation rules into your forms.

What is ProForma Form Automation

Form automation allows your ProForma forms to interact with your Jira workflow.  You can set automation rules to:

  • Automatically add a ProForma form when an issue is transitioned to a given status
    e.g. add a bug reproduction checklist on new bugs;

  • Automatically transition an issue when a form is submitted
    e.g. change to approved, when the approval form is submitted;

  • Prevent an issue from being transitioned if a form is not included on the issue or if the forms on the issue are not submitted
    e.g. don't allow a bug to be closed until the Q&A checklist is signed off;

  • Use JSD Automation engine to add forms
    e.g. extend your existing JSD automation rules with the 'Add ProForma Form' action.

Form Automation in Action

Let's look at an example. An IT support team has created a ProForma form, published to the JSD portal, for collecting all of the information they need for onboarding new employees. They have also created an internal checklist for ensuring all of the tasks get completed.

When a supervisor submits the onboarding form, a manager is asked to approve, then the support team can respond to the request. Two automation rules have been included to save the support team time and to ensure that issue is thoroughly completed:

  1. When the issue transitions from Waiting for Approval to Waiting for Support the onboarding checklist form is automatically added to the issue, making it easy for the support team to track their progress without requiring subtasks.

    ProForma Forms & Checklists for Jira
  2. Before the issue can transition from Resolved to Closed a workflow validator verifies that the both the original request and the completed checklist are present (submitted) on the issue.

    ProForma Forms & Checklists for Jira

How to set ProForma Form Automation Rules

Depending on the type of action you want to automate, rules will be set in either the Settings tab of the ProForma form builder, as a validator on the Jira workflow, or both.

Automatically Adding a Form or Transitioning an Issue 

To automatically add a form when an issue is transitioned, or to automatically transition an issue when a form is submitted:

  • Go to the Settings tab of the form builder and click Add Rule.
  • You will see a series of dropdown boxes. Use the first dropdown box to indicate when the action should take place. An automated action can be triggered by the submission of a form, a workflow transition or a Jira workflow validator.
  • If the actions is triggered by the submission of a form, or by a the issue transitioning to a new status, another dropdown box will ask you to indicate which issue type or request type you would like the rule to apply to.
  • The next dropdown lets you place conditions such as specifying the issue’s current status, or if all of the forms on the issue have been submitted.
  • The final step is to indicate the action to be taken. This step may include the option to allow duplicate forms on the same issue, and to set the form that is being added to internal or external.

Preventing an Issue from Transitioning 

You can also use automation rules to block a transition from taking place via a Jira workflow validator. There are three types of ProForma validators that can be added to your Jira workflows. As part of your workflow, these validators must be configured by a Jira administrator.

If the validator fails, then the transition will not take place. The three ProForma validators are:

  • At least one form is attached to the issue – configured in the Jira workflow
  • All forms on the issue are submitted – configured in the Jira workflow
  • A specific form is attached and submitted on the issue – configured in the form setting and in the Jira workflow

Note, that since the third validator refers to a specific form, it must be configured in both the form settings and the Jira workflow.

Using ProForma automation rules saves time, as you no longer need to add forms manually.

Automation rules can also improve accuracy by allowing you to enforce multiple levels of validation. Set validation on individual form fields to ensure completeness and that data submitted is within allowable parameters.  Then use automation rules to ensure that the form is included on the issue before the issue reaches a given status. Now you’re guaranteed to have the data you need.