How two Marketplace apps support everyday facility services in Jira Service Management
Atlassian tools are often associated primarily with IT support and service desks. In practice, however, many organizations rely on Jira Service Management for a much broader range of internal services, from workplace operations to facility management and everything in between.
This story comes from a long-term corporate client in Sofia that operates two large office buildings and a hotel as part of its business. Their facility management team handles a wide mix of tenant services every day, including maintenance requests, ad-hoc operational tasks, and recurring services that employees and visitors depend on.
One of those recurring services is a small but surprisingly complex one: booking and managing car wash services for both tenant-owned and company-owned vehicles.
This case stands out because two Marketplace Apps - Apwide Booking and Advanced Portal Reports, came together to support two very different user groups with very different needs, all within the same Jira Service Management environment.
When a simple service becomes difficult to coordinate
Before our team and the team at Apwide came to the rescue, most car wash requests were handled through phone calls or informal communication with reception.
Reception staff collected the details, entered them into spreadsheets, and manually maintained a list of bookings. Every morning, they prepared a daily schedule based on that spreadsheet and printed it for the person responsible for washing the cars.
Whenever a booking was added, cancelled, or moved, the spreadsheet had to be updated and a new schedule printed. Over time, this led to a process that was heavily dependent on manual effort and constant attention.
In parallel, the facility team also needed to keep track of important service details. They had to know what type of car wash was requested, whether the vehicle was personal or company-owned, and whether additional charges applied based on vehicle size or service type. This information was required later for reporting and manual invoicing.
The organization was already using Jira Service Management for internal service requests, so the natural next step was to explore whether this workflow could also live there.
Bringing bookings into the Jira Service Management portal
The first part of the solution was introducing Apwide Booking.
With the app, the team configured a booking form directly on the Jira Service Management customer portal. Employees and tenants can now open the portal, choose an available time slot based on predefined capacity rules, select the type of car wash service they need, and enter structured information such as license plate number, vehicle type, and ownership.
Each submission automatically creates a Jira Service Management request in a dedicated queue for car wash services, with all booking details stored in custom fields.
This ensures that every reservation is captured in a consistent and structured way, using the same environment the organization already trusts for other internal services.
Making bookings usable for daily operations
Capturing bookings inside Jira Service Management is only part of the story. The next challenge is making this information easily accessible to the people who coordinate and deliver the service.
This is where Advanced Portal Reports complements the booking app.
With the help of Advanced Portal Reports, facility staff can now see all car wash bookings live, without having to wait for daily exports or check spreadsheets from reception. The staff now uses the Global Views feature, which was set up in advance by an admin. They simply log into Jira Service Management and Advanced Portal Reports and open a pre-saved view called ‘Scheduled Car Washes’, which filters upcoming bookings by date and time.
Each staff member can open this view directly from their device or phone. When they start their day, they immediately see which cars are scheduled in the coming hours and days, along with all the details they need, such as license plate, vehicle type, service type, and ownership. There is no searching through old data or worrying about outdated spreadsheets because the view always shows live information from Jira.
Access to tables with scheduled car washes does not require a Jira license. Advanced Portal Reports allows operational staff to view reports directly in the Jira Service Management portal, so they can plan their day and carry out the service with fewer mistakes and interruptions.
The impact on the client
Today, the car wash staff spend far less time coordinating requests through phone calls or spreadsheets. Reception can continue managing other administrative tasks without being a bottleneck, while the staff can focus entirely on delivering the service.
With all bookings available at their fingertips through Advanced Portal Reports, the car wash team can plan their day more easily and execute tasks accurately. Schedules are clear, up to date, and free from errors that could lead to missed appointments or unhappy tenants.
For tenants and employees, booking a car wash works just like submitting any other request in the portal. For the operational team, it results in more predictable day-to-day operations, fewer mistakes, and less manual work.
‘We used to spend a surprising amount of time just keeping track of calls and changes,' says a facility coordinator. 'Now the information is simply there, and our team can focus on delivering the service efficiently.’
And most importantly, the client has successfully extended Jira Service Management beyond IT and into everyday facility operations using two Marketplace apps that complement each other to support a practical workflow.
How the two apps work together
This use case works because each app focuses on a different part of the same process.
Apwide Booking is used at the moment of request. Tenants and employees book a time slot, choose a service type, and submit the required details directly in the Jira Service Management portal. Each booking is saved as structured data in a Jira request.
Advanced Portal Reports then turns that data into a live operational view. Car wash staff can access the pre-saved ‘Scheduled Car Washes’ global view, which filters bookings by date and time, and opens it directly from their device or phone to see the schedule for the upcoming hours and days with all relevant details.
Together, the two apps connect self-service booking with day-to-day execution, giving staff direct access to the information they need with no manual work.
If you want to explore a similar setup, you can start a free trial of both Apwide Booking & Resource Reservation and Advanced Portal Reports on the Atlassian Marketplace.
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Denitsa Stefanova _Nemetschek Bulgaria_
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