Request Again for Jira Service Management

Some requests come back every month. Let the customer schedule them instead of raising them by hand, forgetting, or emailing an agent to do it.

Jira Service Management Forge Off until you enable it

A customer opens a request they already raised and chooses Request again. From there they can raise it immediately, or set it to come back daily, weekly or monthly — on a date and time they pick, in their own timezone.

• Stop after a set number, or let it run to the limit you set
• Pause and resume without losing the schedule
• Cancel at any time, from the portal, without asking an agent
• A schedule that fails three times in a row pauses itself rather than retrying forever

Not everything recurs on a cadence. A customer can save the details of a request they raise often and raise it again in one click. Nothing is created on its own — a template fills in the form and the customer still submits it.

Recurring requests are switched off until you turn them on, per project. Nothing starts appearing in your queue because someone installed an app.

• Which request types may be scheduled, or all of them
• The shortest gap allowed between repeats
• How far ahead a schedule may run before it stops
• How many schedules one customer may have at once
• Every schedule in the project, listed with the person who created it, and a way to stop any of them

Requests are raised as the customer, not as the app. A scheduled request appears in your queues attributed to the person who asked for it, follows the request type's workflow, and counts towards your SLAs exactly like one they typed themselves.

Attached forms carry across in full, with their answers — including tables, choice questions and contact details.

Times are local, and stay local. A schedule stores a wall-clock time and a timezone rather than a fixed instant, so nine in the morning stays nine in the morning after the clocks change. A monthly schedule set for the 31st falls back to the 28th in February and returns to the 31st in March.

Files are not copied. An attachment belongs to the request it was added to, and a scheduled repeat has nobody present to choose a file. Customers are told this in the app and can attach what they need once a request is raised.

The app stores an Atlassian account id against each schedule, because a scheduled request has to be raised as the person who asked for it, and it keeps the answers of any attached form so they can be reproduced. It reports those accounts to Atlassian weekly and erases everything held for an account once Atlassian reports it closed. Cancelling a schedule or deleting a template removes its stored details, and uninstalling removes all of it.

Read the documentation or the common questions first, then email support@eriksenlabs.com.