Guides for everyone who uses Fulfilra
Five guides, one per person who uses the product. Each is end to end: it starts where that person first meets Fulfilra and finishes where their job is done.
The five guides
Raising and tracking a request
For: Anyone with a Jira licence on the site
Read it if you need something from IT, HR or any other team using Fulfilra.
Raising a request from the portal
For: Service desk customers, with no Jira licence
Read it if you only ever see the portal, and want something from the team behind it.
Approving requests
For: People named on an approval step
Read it if you are asked to say yes or no to other people's requests.
Working the queue
For: Agents and administrators
Read it if you fulfil requests: pick them up, ask questions, resolve them.
Setting Fulfilra up
For: Jira site administrators
Read it if you own the catalog, the team, and the Jira connection.
New site? Start with the administrator guide. Nobody can work a request until an agent is named, so that is the first thing to do — and it is the one setup step the app will not let you skip.
The screenshots in these guides are representative renderings of the interface, not captures of a running installation.
Vocabulary
These words mean something specific in Fulfilra, and the guides use them precisely.
| Word | Meaning |
|---|---|
| Request | One thing somebody asked for. Carries a reference like REQ-42, a status, and the answers to its form. |
| Request type | A form plus its rules — who approves it, whether it creates a Jira issue. “Hardware request” is a request type. |
| Category | A group of request types, shown as a heading in the catalog. “IT” and “HR” are categories. |
| Approval step | One named person who must say yes. A type can have up to three, decided in order. |
| Requester | The person who raised a request. Everyone with a Jira licence is one, automatically. |
| Agent | Somebody who can work requests: pick them up, move them along, resolve them. |
| Approver | Somebody who can be named on an approval step. |
| Administrator | Anybody who administers the Jira site. Fulfilra asks Jira, every time. |
| Inbox | Fulfilra's own notifications, inside the app. Always written, whether or not email goes anywhere. |
| Customer | Somebody who uses a service desk portal without a Jira licence. Sees the published part of the catalog, and their own requests. |
| Portal band | The Fulfilra section on a Jira Service Management portal. A panel the app adds, not one of the portal's own request types. |
Install it, and raise a request five minutes later
No editions and nothing to unlock: every installation has every feature. Everyone on your Jira site can raise a request the moment it is installed.