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Jira Service Desk Jira Administration

One Solution for Service Teams: Forms & Templates for Jira

by Jenny Choban on October 30, 2017
Every team is a service team. Business units like HR, Finance and Marketing handle hundreds of requests from internal and external customers. Yet their designated software systems aren’t typically designed for request management. They’re left to handle requests through unwieldy systems, long email chains or disruptive phone calls.


Your business teams need a simple, elegant solution to request management. However, you’re stretched thin as it is. The last thing you need is multiple new systems to support. Why not deploy Jira Service Desk as a request management system for all of your teams?

Advantages of Using Jira Service Desk for Business Teams

  • The same features that make JSD a great tool for IT (built-in approvals, queues, SLAs, analytics, etc.) can help all of your business teams streamline their support services.
  • Rather than supporting multiple systems, why not optimize a tool you already have? This will make implementation and maintenance simpler and more cost effective.
  • Make it simple for employees to get the help they need. If all support teams are using the same system, then employees can go to one customer portal, regardless of the kind of help they are seeking.
  • Things don’t always fit neatly into one category. If you use a common workflow(s), you’ll be able to transfer issues from one team to another when needed.

How to Deal with Team-Specific and Process-Specific Data

The challenge comes in dealing with the large number and large variety of processes. As you expand the number of teams using Jira Service Desk, you’ll also expand the number of request types you offer. A team like HR may have dozens of processes that require very specific pieces of information. How will they collect it?

One option, the default solution is to have employees who are submitting requests include the information they need in the Description field. There are two problems with this. First, unless specifically prompted (and sometimes even then), users often forget to include required pieces of information. On the receiving end, you get unstructured data which has to be parsed out and may not be as specific as you need.

Another way to deal with the need for specific data would be to create custom fields. The problem here is fairly obvious. Finance will probably need to collect a cost center/account number for each one of their request types. Marketing may want to track buyer personas. HR will probably have a million other pieces of information they need to collect. How many custom fields do you want to create and maintain? Too many will not only become burdensome for you, it will negatively impact Jira’s performance.

Forms are a tried and true way to collect data. Electronic forms have the advantage of compelling the submission of correct data via formatting and validation. Requestors can attach a form to a Jira issue, but there are some risks and limitations. For one thing, people have a way of saving Word and PDF forms to their hard drives then submitting a form that’s several versions old and no longer collects the right information. You can also create Jira issues directly from a form. However, the reality is that many processes require more than one form.

The Solution

ProForma Forms & Templates for Jira empowers teams to create and deploy forms from right within Jira. A sophisticated, yet intuitive form builder lets teams collect exactly the information they need in order to fulfill a request. In the event that field-level information needs to be reported on, you can easily link a form field to a Jira field, thereby leveraging Jira’s tracking and reporting capabilities.  Having collected the precise data they need, the service team can then manage the request in Jira Service Desk.

To make the conversion quick and easy we’ve created a library of Process Templates which include a request type, portal form, any associated internal forms and a workflow in one install.  The processes come with an installation wizard, were designed in consultation with business area experts and can be easily customized by your business teams.

Teams across your organization are responsible for fulfilling requests. Why not empower them with a tool that supports them in providing those services? And if using one service desk system across the organization also happens to make your life easier, so much the better!