Best practice for external RCA template for partners

[Kim Galway]

Subject: Best practice for external RCA template for partners

Hi all,

We need to create a standardized RCA template for our third-party partners to fill out when an incident involves our systems. We need to be able to send them a blank form or a public link that allows them to securely submit the required information, without needing a Jira license. 

What is the recommended approach for this? We need to ensure that the template includes specific required fields, and we are not sure if we should use a standard JSM request type, a form, or a third-party app. 

Here are the specific requirements:

• Third-party access: Partners must be able to fill out the template without needing a JSM license or an account on our service desk.
• Required fields: The template must enforce that certain fields are mandatory before submission.
• Form fields: The form should include a standard set of RCA fields, including:
  • Incident Title
  • Third-Party Incident ID
  • Date and Time of Incident
  • Impact (Business Impact, Customer Impact)
  • Executive Summary
  • High-level Overview (incident type, affected parties, impacted systems downstream effects).
  • Incident Details: (start/end time, duration, affected process, volume impact, value impact)
  • Problem Statement
  • Resolution & verification Plan and Timeline
  • Root Cause Analysis (e.g., 5 Whys analysis)
  • Impact Assessment (financial, reputational, regulatory, customer)
  • Lessons Learned and Preventative Actions
  • Evidence and supporting Data -Attachments (e.g., logs, screenshots)
  • Third-Party Accountability (SLA's, Escalation protocols, governance structure)
  • Sign-Offs and Compliance Review
• Submitting to Jira: When a partner submits the form, it should automatically create a specific issue type in our JSM project (e.g., "Third-Party RCA") and populate the fields.
• Reporting: The data must be stored in JSM in a way that allows us to create reports and dashboards to track partner incident response over time. 

What are the options for accomplishing this? Is it possible with built-in JSM functionality, or is a Marketplace app like "Proforma" or "Smart Forms for Jira" necessary to create publicly shareable forms with validation? 

Thanks for your help! Eager to see what you guys think!

Kim Galway

[Mikael Sandberg · Accepted solution]

This is a perfect example for JSM, and you can use just the regular request form for this. The use case for using Forms attached to the request type would be if you need to use conditional logic to show specific fields based on previous answers, or if you have fields that do not need to be available in Jira for reporting. And now that you have custom landing pages you could make one that is specific for Third-Party RCA and include specific information for it.

[Kim Galway]

What if we want to report off of the data the Third party gives us?  Should a create a request type for an RCA?

Kim

[Mikael Sandberg]

In that case I would just use the request form and not the Form option. The Form is suppose to compliment the request form, not replace it, and if you want to report on the data you would have to link each question in the form to a Jira field.

[Kim Galway]

Since I am kind of new to JSM I am assuming you are talking about creating a new request type and naming it RCA? 

[Mikael Sandberg]

Correct, and then add the fields you want on the request. Note that the fields do not have to have the same names as what the customer will see, so keep the field names as generic as possible, that way if you create custom fields they can be re-used in other projects if needed.

[Kim Galway]

Great thanks!!