Benefits of ProForma for Jira Service Management

[#1]

Hello, Community! 👋

Starting with the release of Jira Service Management Data Center 10.3, Jira Service Management Data Center license holders can install the ProForma Data Center marketplace app for free! 🎉✨

New to ProForma? Learn the basics and discover all the features

This page is here to share additional insights into the benefits of using ProForma with Jira Service Management.

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Edit forms after request creation

Unlike requests, you can configure forms so that they’re editable on the portal after request creation. This functionality enables customers on the portal to quickly correct or update their information, avoiding prolonged inefficient communication through comment threads with agents.

Option 1: Forms can be configured to remain open after request creation

During the request creation process, customers fill both request and form fields. By default, upon submission, both the request and the associated forms are submitted. Once the form is submitted, it transitions from an open to a closed state, rendering it no longer editable.

However, in contrast to requests, administrators have the capability to configure forms to remain open for editing even after the request has been submitted. This functionality allows customers to make additional edits following the creation of the request.

Steps for an admin:

1. Go to Project settings, then go to Forms.

2. Select Edit on the needed form.

3. Open the form’s Settings tab and go to the Create Requests section.

4. Turn on the Service Management Portal toggle. If it’s already turned on, skip this step.

5. In the Service Management Portal Advanced settings section, select On create: Leave form open from the dropdown menu. This will keep the form open after request submission, allowing customers to edit and submit, thus closing the form.

6. Save your settings.

On create: Leave form open enables the admin to additionally select Portal: Hide submit in the same dropdown menu. These options, selected together, allow customers to not only keep the form open after request submission, but also hides the submit button. Customers will be able to continue making multiple edits and saving the form without submitting it, thereby keeping the form available for further modifications.

Option 2: Agents can manually reopen forms to enable changes

From the issue view, if an agent identifies an error, they can reopen a submitted form to allow customers on the portal to make necessary edits.

Steps for an agent:

1. Go to the issue view and scroll down to the Forms panel.

2. View the form you wish to reopen and select Reopen.
   
   

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Enhance data intake and sharing with Forms

ProForma enhances data intake by offering forms that support a broader range of fields on the portal in comparison to requests.

Another interesting way to use forms is to share specific fields on the portal with customers viewing their requests, which weren’t included during request creation.

Steps for an agent:

1. Go to Project settings, then go to Forms.

2. Create and configure a form. For example, a form with linked Jira fields, such as Assignee or Priority

3. Add the form to the issue:

   • Manually – add a form to an issue via the Forms panel within the Issue View.

   • Automatically – configure automation rules to add a form to an issue. This option requires the admin to configure the automation rule. Learn more about ProForma automation

   • Forms added to issues are set to internal by default (if added manually; automation requires selection in the rule), so only agents and admins can access the form from the issue.

4. On issue view, Edit and fill in the newly added internal form, and select Submit. Before proceeding to the next step, ensure the form is submitted and closed for edits.

5. Change the form setting from internal to external to make the closed form visible to customers on the portal. A closed form means you’ve successfully shared data with the customer in a view-only state.

If an agent opens the form, customers can edit it as well. To keep the data view-only, switch the settings from external to internal, hiding it from the portal before reopening the form. After resubmitting, you can change the setting back to external, making the form visible to the customer on the portal again.

[Neil Gower]

Will it also be free for Jira Data Center (Software)

[David Yu]

Would be great to see a roadmap for Proforma. Since the acquisition by Atlassian, it seems like features have stopped shipping. We could really use some API methods to update Proforma forms. The mixing of JSM Native fields + Forms is still sometimes awkward (try integrating attachments with forms for example).

[Divyanshi]

Hi @Neil Gower, thanks for your question. ProForma will still require a paid license if you do not have a valid Jira Service Management Data Center license running on version 10.3 or later.