We are currently using Jira Service Desk as our IT service desk. However, another department would like to use JSD to automate their agreements/contracts, which are currently paper forms. In this case, an agreement is basically a paper form that is something like this: John Doe hereby agrees to do ABC and XYZ. Etc. etc. Signed, John Doe The agreement could be 3 or 4 pages in length, full of paragraphs and narrative. Some issues that I could foresee: * Where would I put the agreement verbiage? As far as I can see, JSD only has input controls (like textboxes and checkboxes). I guess I could make it automatically attach a document, but that would quickly fill the system up with generic documents. * If the verbiage of the agreement changed, how would I know which version of the agreement that a user agreed to? For example, if a user agreed to something 5 years ago but the verbiage changed 20 times since then, which one of those did the user agree to? * In any case, is there a way to ensure that the agents are not making changes to the agreements? I don't suspect this would be a problem, but you never know.

I'll agree on that, as I mentioned on my first answer, technically yes you can do this, but it's not the best tool for it. Even though you can customize it to make it work, it's too complicated and not very worth it to do all this setup to get that sign off.

If we get approvals via a Google Form, I'm not sure what the point of using Jira is at all? At that point, we could just as easily just email the agents and stay away from Jira. We're trying to use only Jira instead of a complicated half-and-half solution.

Based on your input I would keep with the plan to create the ticket via rest and have some front end to show the the customer rather than take them to Jira to sign. You can do kind of a mix of my original proposal. Instead the agent providing the document, it gets created from this front-end I mention. If changes come in the future you apply the approval process I mentioned and keep all the history in there. About the add-ons question, I would keep everything within Jira, you can always search for it later and if you ever need it on pdf you can export the ticket directly within it.

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Could Jira Service Desk automate agreements/contracts?

Jason Freeman

We are currently using Jira Service Desk as our IT service desk.

However, another department would like to use JSD to automate their agreements/contracts, which are currently paper forms. In this case, an agreement is basically a paper form that is something like this:

John Doe hereby agrees to do ABC and XYZ. Etc. etc.

Signed, John Doe

The agreement could be 3 or 4 pages in length, full of paragraphs and narrative.

Some issues that I could foresee:

Where would I put the agreement verbiage? As far as I can see, JSD only has input controls (like textboxes and checkboxes). I guess I could make it automatically attach a document, but that would quickly fill the system up with generic documents.
If the verbiage of the agreement changed, how would I know which version of the agreement that a user agreed to? For example, if a user agreed to something 5 years ago but the verbiage changed 20 times since then, which one of those did the user agree to?
In any case, is there a way to ensure that the agents are not making changes to the agreements? I don't suspect this would be a problem, but you never know.

Accepted answers

All comments

Hernan Halabi - Elite IT Consulting Group

Might not be the best tool, but yes.

The way I see it...

Agents add all the info in the description field.

On the next status they add the guy who needs to sign as approvers. That gives you flexibility for he back and forth.

You could allow to edit the field only on transitions and each one requires a new approval.

You will always have the history tab to audit what happened if needed.

Jack Brickey

agree you could likely put something together that would facilitate the process but I would not use it for the legal/signoff process.

Jason Freeman

In this instance, the agents don't initiate it. The end user ("customer") initiates it. The agents only see it at the end (once all the approvals have been obtained).

If the user initiates it, how would the verbiage get into the description field? Is there a way to make it where the agents cannot edit the description field?

Jason Freeman

Also: are you aware of any add-ons that might help with this?

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