Power up any HR process with Journeys

[#1]

Many HR process from employee offboarding to internal transfers can be very fragmented with teams trying to solve parts of these processes manually across siloed teams and struggle with low visibility on all the work involved.

We know many of our customers even beyond HR need a solve for streamlining processes so we’ve been working toward solving it with our new feature in Jira Service Management - Journeys!

Journeys provide a clearer way for you to visualize a work process that links multiple work items (issues) across multiple projects, all together in one place. This lets you get a view of all the work that needs to happen as part of a specific end-to-end process, and the relationships between the teams doing the work. Read more about journeys

How it works

One of the bigger processes HR handles is employee onboarding which requires different teams from multiple areas in an organization to complete various tasks in order for a new hire to be set up for success on day one. Let’s use this as our example use-case to show you how best to utilize Journeys.

Add a trigger - Every journey starts with a trigger which listens out for a specific event to occur. Journeys trigger when your journey parent is created, however you can choose to change this to when a new worker is added to Workday using Automation.

Add work items - Each work item you add to your journey represents a task that needs to be actioned by either your own team, or another team in a different service and software project. For example for an onboarding process, this could be ‘Setup laptop’ for the I.T team, or ‘Organize staff ID’ for the Facilities team. These work items will be automatically created once your journey is triggered (pending any dependencies) so HR teams can have more visibility across all work involved.

Add dependencies - Sometimes you don’t want all work items to be created at the same time; especially in the case of onboarding. This is where dependencies come in. Dependencies let you pause the progress of your journey by stopping all subsequent work items from being created until a specific status is met. For example, you may want the ‘Create work email' task to be completed before the ‘Set up software' work item gets created so the I.T can set these systems up correctly.

Add Automation rules - Some work items require more than just someone completing a task. You may need an email to be sent or a form to be attached. If you do want to bring this added functionality to certain work items, you can create Automation rules that only run in the context of a journey.

Publish your journey - Every journey created starts out as a Draft. This allows you to slowly build an end-to-end journey and continue working with stakeholders while your progress is auto-saved. Once your ready for your journey to start running, you can select Publish to activate it.

Track your journey - Once triggered, you can keep track of in-flight journeys by using filters in Queues, creating your own queues using journey specific JQL, or get a snapshot view of journeys with a dedicated chart on your project’s Summary page. This helps agents, team leads, or managers get a sense of where things are at and to help troubleshoot any blockers.

We’re currently working on more ways to provide views of this work so you can better keep track of any in-flight journeys, plus search and report on specific parts of a journey. For example, you may wish to monitor all ‘Send laptop’ work items as part of onboarding journeys and see all the various stages that specific step is at - whether that’s in progress, cancelled, or complete.

👉 Ready to try it for yourself?

Whether you’re hiring one person or scaling a global team, Jira Service Management ensures your onboarding journey is smooth, efficient, and impactful. This feature is only available for Premium and Enterprise customers in company-managed service projects.

1. From your company-managed service project, select Project settings, then Features.

2. Turn the toggle on next to Journeys to enable this feature.

You can also tell us what you think by selecting Give feedback on the Journeys landing page to suggest improvements, report bugs, or leave a general comment.

[Yatish Madhav]

Thanks @Rahil Hameed  nice demo ...

However, is there anyway we can disable Journeys? I am still going to stick to my original suggestion (from the beta or EAP phase and posts) of merging Journeys and Automation.

To me, it unfortunately does not make sense to have Journeys and Automation rules when I still dont see any clear difference between the 2 ...

Thank you, though.

Yatish

[Rune Rasmussen]

Fine demo, though it would have been nice to see the Journey in action.

I have made a test Journey in our sandbox and have some comments/feedback.

Every time you publish a Journey a new automation is created for it. Even if you don't change anything...

Any changes to these automations won't have any effect on the Journey itself, but then why can we even edit it? Why not have it be locked down like the "Smart Button" automations from Confluence?

Looking at the automation the Delays is "only" for two weeks. Probably not a big deal for most use cases, but still a limitation that is not obvious when creating the Journey and absolutely something that should be clear.

Setting up queues/filters for Journeys is not as straight forward as this blog post would make it seem.
I can't select any Journey stuff in basic mode, and selecting anything in JQL mode is going to be nothing but guess work. 

And then when you create a Request or Work Item that triggers a Journey there is no way to see how far along in the Journey it is, so there isn't really any improved visualization of the process.

I'm inclined to agree with @Yatish Madhav on this one.
I don't see this as more than a guiding tool to create a medium complexity automation.
It doesn't really do anything we couldn't have done before.