Anyone using Jira Service Management for appointment verification requests?

[SlideShare Downloader]

Hi everyone,

I was reading this Atlassian discussion about workflow approvals and ticket transitions:
https://community.atlassian.com/

It actually looked similar to one issue we facing now.

Our small team recently started testing Jira Service Management for handling NBI Clearance appointment verification and follow-up requests because email tracking was becoming very hard.

Problem is some requests stay in waiting status too long and agents forget updating them after applicant sends new documents. We tried automation rules but few tickets still missing SLA target because status not changing correctly.

Another confusing thing is when same applicant creates 2 requests for reschedule and verification at same time. Jira linking helping little bit but workflow still feels messy.

Just wanted ask if anyone here managing appointment/support type requests inside Jira Service Management?

Do you use separate queues for verification and reschedule cases?
Better way to avoid duplicate requests?
Any simple automation setup for reminder/follow-up tickets?
Still learning Jira workflows so maybe our setup is not clean yet 

[Tomislav Tobijas]

Hey @SlideShare Downloader ,

I just checked how Atlassian suggests using a similar approach (for requesting a leave) and here's how request type looks like (this is a demo site from Atlassian):

Here's also how their workflow looks like:

You can build it for sure, it's just how you will handle those requests once they are created (as it appears you're struggling with that part).

A couple of suggestions:

• Use separate queues for Verification and Reschedule cases - make a distinct request type for each
• To prevent tickets from 'stalling' in a waiting status, you could build automation with scheduled trigger that runs daily, with JQL: 

  status = "Waiting for Customer" AND NOT status changed after startOfDay("-5")

  After which a comment is added and potentially the request is closed 👀
• You can also ensure that you have a rule that transitions the ticket back to "Waiting for Support" as soon as a customer adds a comment or document.
• Another automation you could build is an SLA-related one (e.g., "Time to respond") that starts when entering a waiting status. Use the SLA threshold breached trigger to automatically nudge the customer or alert the agent.

It really depends on how you'd like your process to look like, but it's all doable.

Quick question for the end - this landed in Confluence Q&A forum. Does it in any way relate to Confluence, or can I move it to JSM group?

Cheers,
Tobi

[SlideShare Downloader]

Thanks, bro for sharing the details

[Alina Kurinna _SaaSJet_]

Hi @SlideShare Downloader 

The suggestions above about separate request types, queues, and automation make sense. I’d also add one more point from the SLA tracking side.

If some requests stay in a waiting status too long and agents miss follow-ups after applicants send new documents, it may help to track this as a separate SLA or follow-up timer.

For example, you could have SLA logic for cases like:

• time to first response

• time waiting for agent follow-up after a customer comment/document update

• time to complete verification

• time before an appointment/reschedule request needs escalation

My team develops SLA Time and Report for Jira, and this type of setup can be useful when teams need more visibility into SLA progress. The app shows SLA timers directly on the work item, including remaining or elapsed time, and uses color indicators so agents can quickly see whether a request is still within target or already exceeded.

It also supports before-breach notifications, so a lead or agent can be notified before the SLA is missed, not only after it is already breached. For reporting, managers can use the SLA Grid Report to filter requests by project, assignee, reporter, JQL, SLA status, and other criteria.

It will not solve duplicate appointment requests by itself, that part is better handled with request types, queues, workflow rules, and linking logic in JSM. But for the missed SLA / forgotten follow-up part, a dedicated SLA tracking app can give the team better visibility and reminders.

If you need help with setup, you can also book a 1:1 demo , and our team will be happy to guide you through the configuration.

Regards!

[Evie Z_]

@Alina Kurinna _SaaSJet_ 

Thanks for your post!

We’ve removed the external demo link from your post, per our Community Rules of Engagement, external links that may be promotional aren’t allowed in forum posts.