Wouldn’t it be great if teams could drive their business processes and not the other way around? What if any team could use JIRA’s workflow engine to power their processes? What if moving a process into JIRA were as simple as downloading a package with everything you need? One thing we’re really proud of here at ThinkTilt is our library of over 100 process templates. But what the hell is a process template anyway?
You know about processes. You go through them all the time. And you know about forms and form templates, but what the hell is a process template? A process usually includes a lot of steps. Imagine you’re going to renew your driver’s license. You know you’re going to have to fill out a form so you try to find the right one. Then you fill it out. Then you wait. (Then you probably wait some more.) Then you go up to the counter. A friendly bureaucrat looks over your form, makes sure it’s correct, gives it the stamp of approval, relieves you of some cash and eventually you get a new license.
That’s a process. Let’s break down the steps:
1. Find the right way to make your request
2. Complete and submit the proper form
4. Get approval
5. Eventually get resolution on your request
(Yes, the omission of the payment step was intentional. ProForma process templates are designed to be used by your business teams. Only agents – not customers- need a license. Hopefully, you don’t have to pay HR every time you request a day off or shell out cash to IT for a password reset, but who knows…)
The idea of a Process Template is to give you and your internal customers a complete set of all the easy-to-use tools you need to carry out a process, all in one swoop. Let’s start with step one – finding the right way to make a request. Each ProForma template includes a JIRA Service Desk* request type that customers can access on the portal. No need to call you or clutter your inbox. Those request types each have a portal form (step two) for the customer to complete and submit. Since teams can create or customize their own forms, the forms always collect the right information. The next step is the dreaded waiting. There’s really not so much of this. The customer’s request goes into a queue and since JIRA Service Desk has great features like routing requests to the person best fit to address them, it probably won’t be there long. Need a supervisor’s approval (step four)? No problem. JSD lets you have that built right into your workflow. Now the HR Officer, or Accounts Payable clerk or the Marketing Liaison or who ever the agent is, has everything they need to fulfill the request.
Everything you need, the request type, the form(s), the queues, the approvals comes in one package- a ProForma process template. Teams can select and install the process templates they need. They can create or modify forms, all without the need for custom fields, screens or configurations.
Process templates are an easy way to empower any team in your organization to manage their requests in an efficient manner that works for them and their customers. Check out our template library to see what’s available, or if you don’t find what you’re looking for, contact us and we’ll help you convert your existing processes.
* Note that the functionality described here is how ProForma works with JIRA Service Desk. If you’re running ProForma on JIRA Software or JIRA Core, you can create and attach forms to JIRA issues, but you won’t have the convenience of the customer portal. Also, you will need to attach a form (available in the library) for any needed approvals. See our documentation for more information on running ProForma with JIRA Software or JIRA Core.