How to streamline your request types with consolidated sections

[#1]

For me, a well-structured request type means not only the right selection of fields to gather the necessary information, but also:

• ease of use for the customer when filling it out

• ease data collection and reading for the agent

There are request types that start off simple, with basic fields like summary, description, and a few request-specific fields, but then turn into a wall of fields regarding, for example: personal details, software type, shipping address, etc.

Here’s an example of a business trip request type with no improvements or optimization in place:

We can observe that the Name, Surname, Job title, E-mail address, and Team fields all relate to a single topic - personal details of the person going on the business trip.

Instead of extending our request type with a long list of separate fields, we can consolidate them into a single section. How?

1. Jira Service Management Forms [built-in solution]:

Thanks to this configuration, the request type:

• appears shorter and easier to fill out

• makes it simpler for the agent to read and process the data

Additionally, JSM forms don’t rely on Jira fields, which means you can limit the number of fields in your Jira instance.

2. Bundled Fields in Extension for JSM [an app provided by Deviniti]

Just like with JSM Forms, using a Bundled Field makes the request type appear shorter, and information related to a specific area is easier to read thanks to being consolidated in a single section.

💡Bundled Fields offer another helpful possibility - section duplication.

Imagine a use case where not only the creator, but also their colleague from the team or company, is attending the same event. While they could submit a separate request, with the section duplication feature, you can simply add the section again and include their details in the same request. This helps reduce the number of requests and speed up the process 👇

Worth noting:

• JSM Form is a form that is layered on a request type.
  Bundled Field is a field.

• To search by Form fields in JQL or use them in Automation, you first need to link them to Jira custom fields.
  Bundled Fields and their subfields can be used in JQL and Automation right away.

🚀Both JSM Forms and Bundled Fields help streamline request types by organizing related information into sections. This approach improves the customer experience by making forms easier and more enjoyable to complete, and provides agents with cleaner, more readable data. 

[Utkarsh Agarwal]

Great read! Consolidating request types into clear sections really helps simplify the portal experience and reduce ticket confusion. Thanks for the tips!