Establish SLA goals and a working hours calendar

Constrain SLA goals based on your working calendar

Automate the lifecycle of a request

Use automation to handle recurring tasks

Establish a schema that can be used throughout Jira Service Management

Create a schema to enrich issues across Jira Service Management

Embed an Assets field in a customer-facing request form

Expedite resolutions by linking Assets data

Allow for approvals in a workflow

Demonstrate an example of how approvals work

Establish a knowledge base with organized articles

Deflect requests with knowledge base articles

Create a complex portal form

Understand how and when to use ProForma

Create contextual queues for agents

Contextualize and configure queues based on the job to be done

Add, remove, or modify a request type in the portal

Learn how to create and organize request types to serve customers

Configure alert creation

Create and customize alerts from integrated alert sources

Configure alert notification

Ensure alerts are transmitted and escalated

Set up an on-call schedule for a team

Create a custom on-call schedule

Respond to and resolve a major incident

Respond to an outage that impacts customers

Respond to and resolve an incident

Respond to an outage that is not customer-facing

Communicate outages, maintenance, and other key information with stakeholders

Create a communication plan using Jira Service Management and Statuspage

Process a change record

Enrich a change request and champion approval

Manage change risk

Use the change calendar and automation to identify conflicts

Cross-link tickets and/or articles to add context to an issue

Enrich a Jira issue with contextual links

Collaborate with non-agents in Jira Service Management projects

Learn how to work with non-agents using Jira Service Management

Report on issue data over time

Measure time-based and success-based metrics

Create a complex portal form

Outcome	Your team will understand how and when to use ProForma to build and use complex forms in various types of requests.
Processes	Create a form Review templates and modifications Link the form to a request type Review automation
Practice area(s)	Request management and change enablement
Product(s) in scope	Jira Service Management (Premium or Enterprise)
Role(s)	Technical SME, Incident Manager, Problem Manager, Change Manager, Technical Lead, Team Member, and Administrator

Step	Process	Notes/References
1	Create, edit, and configure a form, with or without a template.	Create or edit a form About form settings Where can forms be used? Add a form to the request form for a request type
2	Link a form field to a Jira field or other data source, so the data is updated automatically.	Link a form field to a Jira field Create, edit, test, or delete data connections for forms Add or unlink a data connection from a form
3	Test your working forms with Jira issues (tickets).	How do forms work in the issue view? Reopen, delete, or download a form from an issue View, add, or edit a form on an issue Create an issue using a form
4	Manage forms.	Delete a form from a service project Copy a form to another project
5	Use forms with automation rules.	4 new form automation components for Jira Service Management

Establish a knowledge base with organized articles

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Create contextual queues for agents

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Create a complex portal form

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Purpose-fit guidance and support to ensure your team's success

Each deployment of Atlassian products is unique, so we offer a breadth of services to design, implement, and optimize solutions for scale.