Request Again documentation

Repeating a request, scheduling one, saving a template, and what an administrator controls.

Documentation for Mermaid Studio Request Again

Two of the three things this app does work as soon as it is installed. The third — repeating on a schedule — is switched off until an administrator turns it on for the project, so that nothing starts arriving in a queue because an app was installed.

If Repeat on a schedule is missing, that is why. See For administrators below.

In the customer portal, open a request you have already raised and choose Request again in the sidebar. The details are copied in and you can edit them before submitting.

Raise it now creates the request straight away. It is raised as you, so it appears in the queue exactly as it would if you had filled in the form yourself.

An attached form comes across in full, with its answers — including tables, choice questions and contact details. Fields holding several values at once are shown but not editable: they are copied exactly rather than rebuilt from text, because a list of selections cannot be typed reliably into a single box.

Choose Repeat on a schedule and fill in four things:

• Name it — how it appears in your list. Defaults to the request's summary.
• How often — once on a date, daily, weekly or monthly. Repeat every multiplies that: every 2 weeks, every 3 months, and so on.
• First one on, and at — the date and time of the first request. It must be in the future.
• Stop after this many — leave blank to keep going until the limit your administrator set.

Times are yours, not the server's. The app reads your timezone from your browser and shows it under the time picker. A schedule set for 09:00 stays at 09:00 after the clocks change, rather than drifting by an hour.

Monthly dates behave sensibly. A schedule anchored on the 31st falls back to the 28th in February and returns to the 31st in March — it does not stay stuck on the earlier day for the rest of the year.

A schedule that has been paused does not catch up. Resuming moves it to the next occurrence in the future. Six missed months do not arrive at once.

Not everything recurs on a cadence. Save as template stores the details of a request so you can raise the same one again later in a single click.

Nothing is created on its own. A template fills in the request and you still submit it, which is why templates are available by default and schedules are not.

Open My recurring requests from your user menu in the portal. Schedules and templates are on separate tabs.

• Pause stops a schedule without deleting it. Resume restarts it at the next future occurrence.
• Cancel deletes the schedule and its stored details.
• Each schedule shows when the next request is due, how many have been raised, and the result of the last run.

A schedule that fails three times in a row pauses itself rather than retrying forever, and records why. The usual causes are a request type that was changed or removed, or an account that lost access to the project.

Go to Project settings → Apps → Recurring requests. In newer Jira Service Management navigation this is Space settings → Apps.

What customers can do

• Recurring requests — off by default. When on, customers can schedule their own repeats. Every request is created as the customer, arrives in your queues like any other, and counts towards your SLAs.
• Saved templates — on by default. Adds no unattended traffic, because a template only fills in a form.

Limits

• Shortest gap between repeats — anything more frequent is refused. At 7, daily repeats are impossible. Above 28, monthly repeats are impossible too, because February is the shortest month and the check has to assume it.
• Stop every schedule after — each new schedule is given an end date this far ahead, so nothing keeps raising requests long after whoever set it up has forgotten. 0 removes the limit.
• Most schedules one customer may have — counts only active schedules in this project.
• Request types that may repeat — tick the ones you allow, or leave all unticked to allow everything.

Below the settings is every schedule in the project, with the person who created it, when the next request is due and how many have been raised so far. Stop this schedule removes it.

Files. An attachment belongs to the request it was added to, and a scheduled repeat has nobody present to choose one. The app says so when the request you are copying has attachments. Add what you need after the new request is raised.

Anything the request type no longer has. If a field is removed from a request type after a schedule was created, that value is dropped rather than the whole request failing.

Scheduled requests are raised within a few minutes of the time you chose, not to the second. If you need something to exist before a particular deadline, set it for the morning rather than the minute.

Email [email protected] with the request key and the name of the schedule. Response targets are in our service level agreement.