- which has become a part of NVIDIA NIM™ microservices and is included in Perplexity’s Sovereign AI program
With Katarzyna Dorosz-Żurkowska & Szymon Szerewicz
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Actions for Jira Service Management
Enabling customers to edit their requests aligns perfectly with ITIL’s best practices within Jira Service Management and significantly eases the workload for both our team and our customers. The App supports over 30 field types and allows users to create comments during transitions. It also provides custom transition screens that allow customers to modify their requests. We truly appreciate these features!
The immediate positive impact of Actions for Jira Service Management on our daily operations has been truly noteworthy. It’s clear that your team put a great deal of thought and foresight into developing such a valuable and effective solution that directly addresses the challenges we face in service management. We are deeply appreciative of how effectively this tool addresses our specific needs. It has quickly become a vital component in streamlining our customer interactions, making them smoother and more efficient, and significantly optimizing our internal processes across the board.
People submit requests without all the required information, and agents chase them for missing details. SLA clock is on.
Managers decide in email or chat, leaving agents to hunt for messages and update Jira manually.
Customers escalate too early. Sensitive fields stay exposed. Wrong transitions get triggered.
As workflows evolve, rule chains break, and admins spend hours fixing them.
Stop incomplete requests from entering your workflow
Save requests as drafts in JSM
Someone needs to create a service request — a laptop, an onboarding, an approval, anything. But they don’t have everything your support team needs yet.
Normally? They’d submit it anyway, and your agents would chase the missing pieces.
With Actions, the request doesn’t enter your queue incomplete:
This means: Your team only sees requests that are already reviewed and complete — not half-finished forms.
Let users edit already-submitted requests
Edit open request’s fields
Even with perfect forms and clear instructions, mistakes happen: wrong urgency, outdated start date, or incorrect hardware type. Normally, fixing these requires agents to step in, ask clarifying questions, manually update fields, and sometimes reopen the request. It’s slow, noisy, and frustrating for everyone.
With Actions for JSM:
This means: customers fix their own requests, you stay in control, and agents get clean, complete tickets without extra back-and-forth.
As the request moves, Actions collects the exact info your team needs
Enforce required fields on JSM forms
Once the request leaves Draft and starts moving through the workflow, Actions makes sure every step gets the right data:
Actions shows a simple form at transitions and won’t let the request move until everything is filled in correctly.
This means: No guesswork. No holes. No “why was this approved?” And no chasing missing fields later.
Controlled and transparent request editing
Track changes of requests with internal comments. Enable agents to track the evolution of issues and identify potential problems.
Choose which fields customers can edit after submission, which fields stay protected, and whether requests can be saved as drafts for pre-submission collaboration.
Add workflow-aware actions that appear at specific steps. Decide what information must be provided before the transition can fire.
Control visibility by role, group, status, request type, or timing (e.g., show “Escalate” only after 3 days without updates).
Hide sensitive fields or show them as read-only for selected users.
Make fields required, enforce format requirements such as URLs, ask for comments when needed, and require justification for sensitive edits.
Expose Assets pickers on the portal so users can select real devices, licenses, or items. Auto-assign them to the right person in Assets.
Actions run consistently across the Customer Portal with a complete audit trail for every change and decision.
Results
GENERAL
FEATURES
Automation can run actions — but it can’t control who can perform them, when they appear, or what data must be collected first.
Actions for JSM builds this governance into the workflow itself. It shows users the right prompts, enforces required fields and comments, captures approvals directly on the ticket, applies role/status/time conditions, and logs everything automatically — all configured with clicks, not code.
No. Automations still have their place, but you won’t need nearly as many.
Actions takes care of the parts that automation struggles with: enforcing required data, showing the right actions, and guiding users through transitions. And you can set all of that within an easy-to-use UI, without constantly creating and fixing workarounds and automation chains.
Yes. The app allows safe edits (within the rules set by your admin). Drafts help teams complete requests before filing.
Yes. Request Progress shows completed, current, and upcoming steps on the Request Details View.
Yes. Using Actions for JSM, you can require a comment for portal users and for agents.
Our consultant is at your disposal from 9 AM to 5 PM CET working days from Monday to Friday for any additional questions.