A Simple 5-Step Guide to Creating a Jira Change Request Form

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Creating a change request form in Jira shouldn’t be complicated.

But when you don’t have a solid structure, requests get lost or bottleneck your workflows.

Here’s a simple, actionable guide to building a Jira change request form that eliminates confusion. 

Step 1: Understand the importance of change management

Change management is essential for ensuring that modifications to IT systems are handled efficiently. According to the ITIL framework, it involves methods and procedures that minimize the impact of change-related incidents on service quality. 

 By implementing a structured change management process, you can improve day-to-day operations and reduce risks associated with changes.

Step 2: Set relevant project configuration 

In your Jira project settings, create a new request type specifically for change requests. Label it "Change request" to easily differentiate it from other request types. 

Next, customize the fields on your change request form. Important fields to consider include:

• Request Summary: A brief description of the request.

• Reporter: The person who submitted the request. 

• Component/s: Segments of your IT infrastructure related to the request (e.g., “Billing services” or “VPN server”). 

• Attachment: Files or images added to the request. 

• Detailed Description: A long, detailed description of the request. 

• Linked Issues: A list of other requests that affect or are affected by this request. 

• Assignee: The team member assigned to work on the request.

• Priority: The importance of resolving the request (based on business needs and goals).

• Labels: Extra custom labels used for categorizing or searching records.

• Request Participants: Additional customers involved in the request (e.g., people from other teams or vendors).

• Approvers: People responsible for approving the request (usually business, financial, or technical contacts).

• Organizations: Customer groups interested in the request’s resolution. 

• Impact: The effect of the change on service level agreements. 

• Urgency: The time available before the business feels the request’s impact.

If your request form includes too many fields, you can use Extension for Jira Service Management to customize it. With the app, it’s possible to make your request form dynamic and display only the necessary fields based on previous user selections.

Creating Dynamic Forms in Extension for Jira Service Management 

Step 3: Configure the change management workflow

Set up a change management workflow that aligns with ITIL guidelines. This workflow should include stages such as planning, approval, and implementation. 

You can find a ready-to-adjust change management workflow in your Jira project settings under the workflow section. If it’s not there, you can add one from the Marketplace.

Exemplary change management workflow in Jira 

Step 4: Create a dashboard widget for monitoring

To keep track of all open change requests, create a dashboard widget that summarizes their status. This allows your team to easily monitor progress.

Step 5: Educate your team on the new process

Once you’ve set up the change request form and workflow, it’s crucial to train your team on how to use them effectively. 

Provide documentation or training sessions to ensure everyone understands the new process and can submit change requests correctly.

Step 6: Test the process and adjust as needed

After implementing the change request form, continuously check its effectiveness. Gather feedback from your team and make adjustments as necessary to improve the process. This might include refining form fields or modifying the workflow based on real-world usage.

Final thoughts 

By following these steps, you'll create a structured and efficient change request process in Jira that enhances communication and minimizes risks. 

A well-prepared change request form not only saves time but also supports better decision-making within your organization. 

Take the time to set it up properly, and you’ll see the benefits in your team’s productivity and service quality. 

P.S. Do you have any more tips or good practices for ITSM change management in JSM? Share them in the comments!