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The Atlassian Community can help you and your team get more value out of Atlassian products and practices.
This is a Jira Service Management Forms 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 published forms use cases. Because this is the first post, it may be a short list for now ;)
Hi there! We started rolling out the new no-code form building experience to Jira Service Management customers in December 2021 and since then we’ve seen a lot of people begin to use the new features.
Over the next several weeks, we’ll share a handful of in-depth use cases and form ideas to help users who may be new to the no-code form builder get started using these new features.
This first use is about running a Normal Change process. Be sure to check back next week to see how other customers have managed a similar (but different) process, the Standard Change use case.
The IT team has determined that they need to add a new server.
IT team member(s)
Change Approval Board (CAB)
Emergency Change Approval Board (eCAB)
An internal IT team member completes a Change Request form on a Jira Service Management help desk that is only exposed to the IT team.
Depending on the change type (standard changes can be routed straight to AWAITING IMPLEMENTATION status), the Change Manager adds a Risk Assessment form to the issue. Determining that the risk is acceptable and that the change is likely to be successful. The Change Manager transitions the issue to PLANNING and adds the appropriate Deployment Plan form to the issue.
The change owner fills out the Deployment Plan and changes the issue status to AWAITING CAB APPROVAL. When the issue transitions, a CAB Review form is automatically added.
The Change Approval Board reviews and approves the plan and transitions the issue to AWAITING IMPLEMENTATION. (For Major Changes, the issue can be transitioned to AWAITING MAJOR CHANGE APPROVAL and a second approval form can be automatically added.)
The Change Manager adds the Issue to the Change Management Confluence Calendar.
When ready, the Change Manager changes the issue status to IMPLEMENTING and adds an Add Server Checklist to the issue. Work begins and the team records their progress on the checklist.
Upon completion, a team member transitions the issue to POST IMPLEMENTATION REVIEW.
For normal, major, and emergency changes, the Change Manager will add a Post Implementation Review form to the issue. The Change Manager will complete the form and transition the issue to CLOSED. A workflow validator ensures that all of the forms on the issue have been submitted.
Set up automation for forms to:
Add a CAB/Management Review form when the issue is changed to AWAITING CAB APPROVAL
Add a CAB/Management Review form when the issue is changed to AWAITING MAJOR CHANGE APPROVAL
A workflow validator ensures that all forms on the issue are submitted before the issue can be CLOSED.
Set up notification automations to:
Notify CAB members when there is an issue awaiting their approval
Notify eCAB members when there is an issue awaiting their approval
Notify Managers when there is an issue awaiting their approval
At the time of this post, form automation has not been released. We are working on an integration of forms with Automation for Jira that will enable you to recreate this use case and other similar workflows. We’re sharing this now so you can see what’s possible when the ability to leverage automation and forms is available.
All forms listed below are available as a Jira Service Management form template. Learn more about creating and editing forms here.
Change Risk Assessment
Server Deployment Plan
New Server Checklist
Post Implementation Review
All of the information associated with the change, from the request to the post-implementation review, is available on the issue for easy viewing, auditing and compliance assurance.
You can create and select among various Deployment Plans and Checklists, reducing the number of request types required. You can also reduce the number of custom fields needed to run this process.
A deployment checklist is an easy alternative to creating subtasks.
While forms such as the Risk Assessment and Post Implementation Review are kept on the request for easy access, a spreadsheet with all submitted form responses can be downloaded for data and trend analysis.
Peter PrestonAtlassian Team
Sr Product Marketing Manager
20 accepted answers