ProForma forms can be published to the JSM customer portal, empowering service teams to collect exactly the information they need for a given request type. This saves time by eliminating the need for commenting back and forth to get the required information. Using ProForma means that service agents are often able to provide “one-touch” service, and in some cases, no-touch service.
You can also use conditional logic to dynamically display the right information and fields to the right users.
Multiple Forms per Request
ProForma allows you to include more than one form on a request. This makes JSM suitable for handling complex, multi-step processes. You may need to track input from the customer as well as from an approver and an agent; or you may want to collect data from the customer at different points in time. Secondary forms added to JSM requests can be set to be accessible by customers on the portal. Alternatively, agents can add internal forms (only accessible on the issue) such as checklists to track progress and reduce the need for subtasks. These forms can later be set to External (accessible on the issue and via the portal) to show results to the customer.
When customers need to change the information they have submitted, ProForma lets them update their request form from the portal. This means that relevant information is easy to find – on the request form rather than buried in a comment chain, and that any validation rules are enforced.
Enterprise Service Management
Because ProForma allows service teams to collect exactly the information they need without requiring custom fields, it's a perfect solution for implementing Enterprise Service Management. If you would like to learn more, download our free White Paper, From ITSM to ESM: Enterprise Service Management with Jira Service Desk.