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Get Things Done with ProForma & Jira Service Desk Automation

by Jenny Choban on May 16, 2019


Getting work done often hinges on two simple things: getting the right information and then taking the right action.  Combining ProForma with Jira Service Desk is a great way to ensure that those things happen. 

The Right Information on JSD Requests

 Let’s start with getting the right information.  Many, if not most, JSD requests will require some detail from customers in order for agents to have the information they need. With ProForma, teams can create specific forms to go with each of their JSD request types. There’s no need for custom fields or complex Jira configurations, and nothing beats a form for collecting thorough, accurate and structured information.  Users are prompted to submit the right data. Field-level validation ensures that user input is complete and within the parameters of the organization’s business rules.  Agents can easily find the data points they need, rather than trying to parse things out of an unstructured description field.  In fact, using a form often eliminates the need commenting back and forth, and empowers JSD agents to provide “one-touch” service.

ProForma for Jira

ProForma also allows customers to update existing requests from the portal. When something changes, rather than having the most up-to-date information buried in a comment chain, it’s prominently displayed where an agent can easily find it – in its field on the form.

ProForma & Jira Service Desk Automation

Once you have the information you need, you can use JSD automation to take or trigger the right actions. JSD automation lets you do things like:

  • Transition issues between Waiting for Customer and Waiting for Support when comments are posted
  • Automatically update linked Jira issues
  • Auto-close issues that have been resolved.

You can also use JSD automation to automatically add a ProForma form to the issue.  If you’ve already used ProForma to get the right information upfront on a JSD request, why would you want to add another form to the issue? There are a couple of good reasons:

  • Internal tracking – Forms, especially checklists, are a great way to ensure that all the work that needs to get done, gets done.  Using a simple ProForma checklist to help agents track their work is an easy way to track progress on complex processes without creating subtasks. 

    ProForma for Jira

  • Repeated processes – Sometimes steps in a process need to be repeated until the desired result is achieved. Adding multiple copies of the same form to an issue allows you to track each iteration.  For instance, you may want to add another copy of bug checklist after each change has been made, until the bug is resolved.

  • Follow-up information – Some processes will, by definition, require follow-up information. An employee asks for permission to attend a conference via a request form on the JSD portal. Why not allow them to fill out their trip report as a second form on the same request? That way all of the information stays together, visible and organized on the Jira issue.  Including multiple forms on an issue makes it easy to collect information from different people, or from different points in time.


How It Works:

To automatically add a ProForma form to an issue in Jira Service Desk:

  1. Go to Project Settings.

  2. Select Automation.

  3. Select either an existing rule or click Add Rule.

  4. Under Then do this…

  5. Select Add a ProForma form.

  6. Choose the required form.

  7. Select whether to allow duplicate copies of the same form to be added to the request.

  8. Indicate who you would like to be able to access (view and edit) the form. Forms set as internal are only accessible by agents who are viewing the issue. Forms set as external can also be seen by customers via the JSD portal. 

  9. Click Save.

ProForma for Jira

Forms and automation are great combination. If you’d like to learn more, check out our article, The Right Data, the Right Action: ProForma Form Automation, which describes ProForma’s internal automation engine.