I’m the Jira admin at an MSP, meaning we do employee on/offboarding for 50+ companies - thousands of on/offboardings per year - and everything is run through JSM Forms. HR teams from our clients fill out the forms and we as the IT provider handle all the IT work from provisioning accounts to shipping devices. All of our form fields are connected to Jira custom fields so we can use all the results in subsequent automations such as provisioning accounts or creating other tickets to send/retrieve hardware. Form conditions are great for only asking for the information needed. The only pushback we ever get is if the HR team uses a specific HRIS where they enter all their information into and don’t want to then go and fill it into a form after that. In those cases you may be able to trigger the creation of the JSM ticket via webhook or use tools like those provided by https://onwardb.com

Refined: https://marketplace.atlassian.com/apps/1218481/refined-sites-for-jsm-theme-itsm-hr-help-service-desks?hosting=cloud&tab=overview

My company just started using n8n and it has been a game changer. I thought we were cooking with Jira automation but this has upped the game significantly. We send Jira data to n8n through web request and build the workflow and all the different API connections there then bring it back into the Jira ticket. The things we can do now are unreal and we’ve started moving many of our API related automations out of Jira automation. Hooked it to use the Gemini API instead of Rovo for more flexibility on the models we can use. The ability to merge data and the error handling are way more advanced.

Will be there!

@Khalid Tariq There are 11 Microsoft Entra actions in JSM automation now including a “Send custom Entra ID request”. So it’s possible to trigger these types of requests off of a ticket. I use the Okta actions in automation for this right now. The only thing I’ll say is you’ll need to add some error handling into your automation. Not sure if that is helpful or not.