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Forms Use Case: Facilities Team - Internal Print Order

This is a Forms for Jira Service Management Use Case. We’re publishing a series of these use cases here on Community to share how teams are using Forms to deliver high velocity service. Click here to see all of the published Forms use cases currently published.

Scenario

An employee places an order with the organization’s internal print room.

Who’s involved?

  • Employee

  • Print staff

Typical Issue Life Cycle

  1. An employee submits an order for internal printing by completing a form on the JSD portal. The form uses detailed questions and conditional logic to collect the specifics of the print job. 

  2. When the form is submitted, an issue is created and the status changes to PENDING. Approvers can view the form on the issue to see the details of the request.

  3. When the request is approved, a Print Room Accounting form is automatically added to the issue.

  4. A member of the print room staff gets to work filling the order, recording the work completed on the Print Room Accounting form.

  5. When the Print Room Accounting form is submitted, the issue is automatically changed to DONE.

  6. The Print room agent can set the Accounting form to "External" allowing the customer see the details of the work completed.

Set up

  1. Set up automation to automatically transition the issue to PENDING when a Print Request form is submitted.

  2. Set up automation to automatically add the Print Room Accounting form when the issue changes to the IN PROGRESS status.

  3. Set up automation to automatically transition the issue to DONE when the  Print Room Accounting form is submitted.

Workflow

print room workflow.png

Forms

Each form listed below is available as a Jira Service Management form template within the form builder. Learn more about creating and editing forms here.

Print Room Order

print room order.png

Print Room Accounting

print room accounting.png

 

1 comment

how do you setup the automation to add the form into the request? can you please advise on the "action" part of that automation?

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