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Case Studies Use Cases

Operations Use Case: Broken Equipment

by Jenny Choban on July 3, 2019

Team: Operations

Scenario:  
An employee reports a broken piece of equipment to the facilities team. A member of the facilities team inspects the equipment and recommends it for repair, retirement and/or replacement.

BrokenEquipment

Typical Request Life Cycle:

  1. The employee reports the broken equipment through the Maintenance Request request type on the Operations portal of the Jira help center.   Jira Service Desk Workflow

  2. Upon submission, the issue changes to WAITING FOR SUPPORT and the Inspection Assessment form is automatically added to the issue.

  3. A member of the Operations team inspects the equipment and logs their findings on the Inspection Assessment form.

  4. After the Inspection Assessment form has been submitted, the facilities agent sets the form to External allowing the customer who reported the problem to see the results of the inspection.

  5. The equipment is repaired, retired or replaced as recommended. 

  6. A workflow validator prevents the issue from changing to the Resolved status unless the Inspection Assessment form is completed and submitted.

Unique Features

  • Forms can be set to lock on submission so that the results of the Inspection Assessment cannot be altered. 

Forms used:

  • Maintenance Request Form
  • Inspection Assessment

Products:

  • Jira Service Desk 

Key Actions

  1. Set up ProForma automation to automatically add the Inspection Assessment when the issue changes to the WAITING FOR SUPPORT status.

  2. Set up a workflow validator that prevents the issue from being changed to the CLOSED status until the Inspection Assessment form has been submitted.

Interactive Tutorial

1 ProForma makes it easy to bring a variety of processes into Jira, without requiring custom fields or complex configurations. This video demonstrates reporting faulty equipment.

An employee selects Maintenance Request from the Operations Service Desk.

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2 The employee completes the form and clicks Send.

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3 When the request is submitted, an Inspection Assessment form is automatically added to the issue.

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4 The Facilities agent clicks Edit to open the Inspection form...

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5 and fills out the form with the results of the assessment. 

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6 After submitting the Inspection Assessment form, the agent toggles the form from Internal...

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7 to External so that it can be seen from the customer portal.

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8 The employee who reported the issue sees the completed Inspection form on the portal...

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9 and knows that a new microwave has been ordered.

If you would like more information, visit us at www.thinktilt.com or look for ProForma in the Atlassian Marketplace.

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Here's an interactive tutorial for the visual learners

https://www.iorad.com/player/1580853/Broken-Equipment