Use cases

This chapter provides information on possible use cases of Actions for Jira Service Management.

The Actions for Jira Service Management app strive to facilitate workflows and make every Customer Portal experience functional. Among many possible usages of our app, we selected the most popular cases:

• Reduce redundancies and save time when editing requests

Reduce redundancies and save time when editing requests

In many companies, employees planning business trips have to submit a business travel request using the Customer Portal. These requests may require many different details, like passport information necessary for booking international flights or arranging accommodations. An issue arises when an employee needs to change the travel dates or accidentally enters the wrong passport number, such as a typo or an outdated document.

There are also many situations when employees, especially new hires, often need office equipment such as monitors, chairs, or laptops. In most cases, they need to submit a request using the Customer Portal to order the equipment. However, it’s common for employees to make a mistake when submitting the order, such as ordering one monitor instead of two, and realize it after the order has been made.

As a result, there are many situations on the Customer Portal when customers or employees need to update information in reported requests.

Challenge

The JSM native solution doesn’t allow the request fields to be updated directly on the Customer Portal. The employees/customers must follow one of the two paths to edit requests:

1. Employees/customers must manually add comments to the specific request and describe the information that needs updating.
2. Employees/customers must manually submit a comment asking the agent for access to the Jira Forms. The form received allows the employee/customer to update the necessary information.

Business consequences

The two available solutions cause limitations leading to the following business consequences:

• Increased agents’ workload - Agents need to read each customer comment, extract key details, and manually update the appropriate fields in the request. In the second scenario, agents need to read the customer comments and grant access to the relevant Jira form. Both scenarios reduce the time they could spend on higher-value tasks.
• Slower response times - Back-and-forth communication between agents and customers and ensuring updates are correctly applied leads to slower resolution times and delays. It can negatively impact request resolution and lead to customer dissatisfaction.
• Potential errors and misinterpretations - Agents need to perform manual work and interpret the received information, which increases the risk of incorrect updates or misinterpretations and usually results in more delays and customer frustration.
• Negative customer experience - Customers experience unnecessary struggles and obstacles when updating requests, which very often leads to frustration and dissatisfaction.

If we take into account the two scenarios describing updating business travel request and changing the office equipment, the consequences of these limitations may be as follows:

Business travel request - Consequences of the limitations

• Delays in processing travel arrangements
• Increased manual work for agents or HR teams
• Frustration for both the employee and the internal support teams

Facilities management - Consequences of the limitations

• Unnecessary costs of incorrect items purchased
• Delays in workspace readiness
• Extra effort for agents
• Frustration
• Wasted resources

Our solution - direct & structured request editing

The Actions for Jira Service Management app eliminates request editing problems and all the inefficiencies connected with them. It allows customers to edit their requests directly on the Customer Portal and during relevant workflow transitions. The app enables customers and agents to work with structured fields instead of relying on unstructured comments.

Key features

Request actions feature enables:

• Updating requests quickly and accurately on the Customer Portal.
• Customizing which request types and fields can be edited in the request.
• Controlling access by defining when and by whom edits can be made.
• Tracking all request edits with internal comments, seen only by the agents.

Workflow actions feature enables:

• Updating requests quickly and accurately on the relevant workflow transition and at the right stage.
• Customizing which fields can be edited in the request.
• Controlling access by defining when and by whom edits can be made.
• Tracking all request edits with internal comments, seen only by the agents.

Benefits & business value

With Actions for JSM, teams can significantly improve and speed up task management and ensure customers are satisfied and their needs are met:

• Back-and-forth communication is limited, and agents’ workload is reduced.
• Reduced manual data entry.
• Improved service management and Customer Portal functionality.
• Requests are kept accurate, up-to-date, and processed efficiently.
• Unnecessary obstacles and delays are eliminated, resulting in increased customer satisfaction.
• Employees receive what they need on time, so project continuity is maintained.
• Internal comments help agents to maintain full traceability.

When it comes to the two scenarios describing updating business travel request and changing the office equipment, the benefits and business value when using Actions for JSM may be as follows:

Business travel request - Business value when using Actions for JSM

• Employees can quickly correct mistakes like passport typos, reducing time lost and simplifying the process.
• Changes to travel details are processed in real time, minimizing delays in booking flights or accommodations.
• Agents no longer need to manually adjust forms or chase down corrections, allowing them to focus on approvals and coordination.
• The risk of errors in critical travel information (like passport numbers or dates) is reduced, improving the accuracy of arrangements.
• All communication and updates happen in one place, making it easier to follow up.
• Employees feel empowered to manage their requests more efficiently, resulting in a more satisfying and stress-free experience.
• There is a clear visibility into who made what change and when.
• Every edit is recorded in the request history, making it easy to trace back decisions and maintain accountability.

Facilities management - Business value when using Actions for JSM

• Employees can update their equipment requests on their own without needing to cancel and resubmit the form, speeding up the process and reducing reliance on agents.
• Mistakes like ordering too much or too little equipment can be corrected in time, helping facilities avoid unnecessary purchases and saving budget.
• With fewer incorrect orders, teams can better track what’s in stock and what’s needed, reducing surplus and last-minute shortages.
• Employees, especially new hires, get what they need faster, without the frustration of delays or back-and-forth edits, helping them feel supported and productive from day one.
• All changes are made directly in the request, avoiding vague comments, so everyone stays on the same page.
• Every update is recorded automatically, giving agents a clear history of changes and decisions tied to each request.

Configuration

Watch live demos of Request actions and Workflow actions. Additionally, read the Request actions and Workflow actions chapters to learn more about how to create and configure them.