Get your users to fill out the form!

[#1]

At the SF/Bay Area RovoCon today I was chatting with an admin who was chagrined that despite her very carefully designed forms, her users continued to submit requests to JSM via email. Which means she had to waste time going back and forth with them to get details that should go in the form.

But she didn't want to/couldn't shut down the email channel for requests.

I suggested that maybe when a emailed request is created, she could have Automation send an auto-reply acknowledging the request was received, but ALSO telling them that the request would be expedited if they click the link and fill out the form, so it can be automatically prioritized and assigned.

I tried mocking it up, but the one beer I had apparently impaired my ability to do logic. Luckily I left the page open and figured it out just now:

(Originally I was trying to figure out how to check if there was a form attached to the request. I came up with IF form attached, THEN log "NOOP", ELSE attach form and email. But duh, if it's an emailed request, there is no form. So no need to check for one!)

Anyways, simple enough, but hopefully it helps!

[Darryl Lee]

I realize you to avoid double-emailing email reporters, you might want to edit the Notification scheme to remove Issue Created notifications going to reporter, and then replicate that notification if Request Type = Web Request.

You could even thank them for going to the portal and filling out the form.

[Josh]

@Darryl Lee thanks for the simple and practical suggestion!

[Bill Sheboy]

Hi @Darryl Lee 

Seems like a good solution approach to me!  Respectfully, my suggested improvements to your rule are:

• With the known racetrack timing data defects in triggers like Work Item Created, mitigate those by:
  • Add a Re-fetch Work Item Data action immediately after the trigger
  • Never use the new feature to add conditions inside such triggers; instead, add separate conditions after the above mentioned re-fetch action
• Perhaps change your email notification to replace the word "expedite".  That term may be a defined class-of-service for many orgs, and thus a requestor could interpret this prompt as: "if I fill out this form, I move to the front of the line with urgency."

Kind regards,
Bill

[Darryl Lee]

Ah, that's right, didn't realize Conditions inside of Triggers were new. And yes, I did have a small worry about a potential delay between issue creation and Request Type setting.

So it sounds good to play it safe with a Re-fetch and a separate Condition block.

And yes, fine point on the verbiage. Let's try:

To ensure that your ticket is properly assigned and prioritized, please fill out the form at this link: < a href="{{issue.url.customer}}">{{issue.key}}</a>

This will allow us to route your ticket automatically.