Apps documentation
Extension for Jira Service Management
Cloud Server/Data Center
Extension for Jira Service Management


Server/Data Center

Release notes
Articles & Videos
Last updated Apr 24, 2024

Use cases

Learn about use cases based on different personas and processes.

Supporting your clients or employees by using Jira Service Management can be a challenging task. Without proper tools it may turn into a complicated and inefficient duty that affects everyone involved in raising and resolving requests. Extension for Jira Service Management is designed to facilitate the work with requests so that it becomes a cost-effective process that prioritizes user experience. This chapter will provide you with knowledge concerning the usability of the app from several perspectives. You’ll understand how it can simplify the work of different personas and unleash the potential of numerous processes.

By reading the below sections you can find out about:

User Persona: Project Administrator

By working with Jira Service Management as Project Administrator, you may face plenty of problems, including:

  • using request forms that have large numbers of custom fields.
  • maintaining or updating lots of request types that have similar request forms.
  • struggling with the need for customization of request forms’ layout.
  • difficulties in keeping users up-to-date regarding the status of work related to their requests.

With Extension for Jira Service Management you can easily solve all mentioned problems by using different functionalities that are available in the app. Learn about use cases and see the configuration of app’s top-rated features.


Imagine you’re responsible for optimizing the work of the human resources department at your company. Let’s assume that your current goal is to facilitate the process of raising and resolving requests related to onboarding new employees. As Project Administrator, with the configuration set in Extension for Jira Service Management, you can easily adjust requests to the needs of your organization to limit the workload of several teams and boost system’s usability. In this section you’ll see Quick Guide with the exemplary configuration which can address your expectations regarding the described case.

Before watching the configuration, let’s learn about the features it presents.

The Dynamic Forms feature allows you to shorten your request forms and limit the number of request types with similar forms. You can also adjust forms’ content to particular users by making the request forms responsive to the user input. Thanks to the Bundled Fields functionality you can easily change the layout of your request forms and limit their length. By adding a field which includes several subfields that can be grouped, you can organize request forms into thematic sections. As a result, usability of the forms presented to your Customer Portal users massively increases. The app configuration also enables you to provide your users with detailed information concerning their requests. You can display selected fields with data on Request Details View to maintain transparent communication among everyone involved in the process.

Quick Guide for Project Administrators

Now, to see the exemplary configuration which you can set as Project Administrator and use in the mentioned scenario, watch Quick Guide below.

Quick Guide for Customer Portal Users

To understand the influence of app’s configuration on the request forms displayed on the Customer Portal, see Quick Guide below. It clearly shows the benefits of the used Extension for Jira Service Management functionalities that directly affect User.

Process: Incident Management

Incidents are practically unavoidable. That’s why the ability to manage the work towards their resolution quickly and efficiently is a must, especially when dealing with ITSM processes that impact your customers’ operations.
Extension for Jira Service Management empowers its users to facilitate Incident Management Processes at the same time placing customer satisfaction as a priority.

Thanks to the several valuable app features you can:

  • create a Customer Portal that makes it easy for users to report different types of incidents.
  • organize the layout and content of your request forms so that they gather all the details that are necessary to facilitate the work towards resolving incidents.
  • enable effective escalation processes through the transparency of available information about reported requests.
  • make your request forms responsive to the user input so that your customers or employees reporting incidents won’t be overwhelmed by irrelevant available options.
  • optimize the support operations by getting insights into the request details and by tracking the progress of work.


Let’s assume that one of your customers experiences disruptions of your service and needs to report an incident through the Customer Portal. By using the request forms configured as Dynamic Forms, which adapt their content to the introduced input and hide unnecessary fields, the reporting process can be streamlined. The customer doesn’t have to fill in uniform, complex forms describing the problem when every minute to its resolution counts. What’s more, if the incident is triaged as important, providing agents with vital technical specifications in one thematic section configured as Bundled Fields, can massively facilitate their work. With specific data agents can skip establishing the nature of the problem. Instead, they are ready to start working towards its resolution right away. What’s more, due to incident’s severity, that is clearly visible after the request is raised, the problem can be escalated to a higher level of support immediately. Once the request is under examination, the communication regarding the status of work maintains transparency thanks to information displayed in Request Details View.

Quick Guide for app’s Administrators

Watch the Quick Guide below to see the exemplary configuration which can move your Incident Management process to the next level of usability.

Quick Guide for Customer Portal Users

To learn how the functionalities set in the app impact the request forms displayed to the Customer Portal users, watch the Quick Guide below.