What Fulfilra does
Everything below runs inside your Jira site. There is no other service, no other login, and nothing to keep in sync.
Forms people can actually fill in
Request types are grouped into categories and published to everyone with a Jira licence. Each type carries its own form.
- Eight field types — text, long text, number, date, email, checkbox, single-select and multi-select.
- Per-field rules — required or optional, option lists, placeholder and help text.
- Validated on the way in, so an agent never receives an empty required answer.
- Archive, never delete. Retiring a form leaves every historical request readable.
A field that already has submitted answers cannot be removed — Fulfilra refuses and names it, rather than orphaning the answers on old requests.
Sequential, named, and enforced
- Up to three steps per request type, decided in order.
- Each names one person, not a group — so authority cannot move because somebody edited a directory.
- Only the active step is decidable. A later approver cannot jump the queue by holding a link.
- Rejection requires a reason, and that reason is the one thing the requester is shown.
- Self-approval resolves itself. If the approver is the requester, that step passes at submission rather than waiting forever.
- Deactivated approvers are surfaced. Fulfilra reads account status from Atlassian and flags approvals waiting on somebody who has left.
Two-way, with a deliberate ceiling
Every request whose type calls for it files a Jira issue in the same invocation as the submission — the requester's confirmation names the issue key because the issue already exists.
What flows back from Jira
- Status, mapped by category: In Progress starts work, Done resolves. To Do deliberately does nothing.
- Public comments, mirrored onto the request. Internal Jira comments never cross.
What Jira is never allowed to do
- Approve or reject — that is a named person's decision.
- Close or cancel — closure belongs to the requester.
- Move anything out of a pending approval, or out of a finished request.
An event that meant something and could not be applied is recorded where an administrator can read it, with the reason. Nothing is dropped in silence.
Twenty request types, already written
Install a pack and edit what does not fit, instead of starting from a blank form.
IT service desk 11 types
The requests an IT team fields every week.
General IT help · New starter setup · Leaver deprovisioning · Hardware request · Software & licence request · Application access · Password reset & account unlock · VPN & remote access · Shared mailbox & distribution list · Mobile device & SIM · File & email restore
HR & people 9 types
Everyday people requests.
Ask HR · Employee onboarding · Employment & reference letters · Leave request · Flexible working request · Payroll query · Personal details change · Training & development · Workplace adjustment
Two tiers, and we tell you which you are getting
- Always: a row in the in-app inbox, with an unread count. This is the record.
- When the request has a linked Jira issue: Jira emails the person about the issue, in Jira's words, subject to their own Jira notification settings.
There is no third tier, and Fulfilra does not pretend otherwise. It runs entirely inside Atlassian, so it has no mail transport of its own — that is the same property that keeps your data in your tenancy.
A request type that requires approval and creates no issue would notify its approvers inside the app only. Creating such a type turns issue creation on by default, and the catalog labels any where you have turned it off.
The handful of numbers worth acting on
- Total and open requests.
- Mean time to resolve, over a rolling 30 days.
- The breakdown by status.
The number worth watching is waiting on information from customer. A large one usually means requests that quietly died waiting on a reply and need closing — not that you need more agents.
Part of the Teams edition.
Wherever the person already is
The Apps menu
Everyone with a Jira licence: raise a request, track your own, decide approvals, work the queue, read your inbox.
A project tab
Inside any Jira project, the requests whose issues live on that board — for the team that works it.
Jira settings
Setup, catalog, team, Jira connection, templates, reporting and the database. Site administrators only.
Install it, and raise a request five minutes later
Free edition, no card, no separate account. Everyone on your Jira site can raise a request the moment it is installed.