🔑 What are the key features of Feature Bundle?

Extensions for Jira Service Management you will find in Feature Bundle:

• Customer actions are to allow customers to edit tickets, save tickets as drafts, escalate requests, and approval tickets.

• to keep your customers constantly up-to-date. Set up banner visibility based on request types, project roles, email domain, customer language, and organization.

• Incident banners to create automated incident announcements that are visible until resolution or meeting JQL right from the ticket view.

• to give customers helpful information about their tickets and eliminate questions to service desk agents.

• to preview the request stage and how much is left to resolution.

Thanks to all these features, you can keep your customers constantly up-to-date and satisfied with customer support. Advanced incident communication is a key to faster resolution and raising CSAT.

💪 What are the key benefits of using Feature Bundle?

Key benefits of using Feature Bundle include:

• Self-service customer portal: Enables users to independently edit their tickets and find answers to their questions or solutions to their problems, reducing reliance on customer service agents.

• Streamlined communication: Minimizes back-and-forth interactions between users and agents by providing clear, easily accessible information, resulting in quicker problem resolution and improved customer satisfaction.

• One source of truth: Better informed customers with all relevant information and resources within the self-service portal, ensuring consistency and accuracy across different channels and reducing confusion or conflicting information.

• Control over chaos: Provides users with a structured and organized environment to navigate through, mitigating overwhelm and frustration often associated with scattered information or unclear processes.

• Time-savings: Saves agents' time by giving customers quick access to the information they need, reducing the need to wait for assistance or search multiple sources for answers.

• Agents' work efficiency: This improves overall operational efficiency, freeing up agents to focus on more complex issues and enhancing the support system's overall productivity.

• Being transparent to your customers: Build trust by openly sharing information and updates with customers through the service desk self-service portal, ensuring clarity and honesty in all interactions.

Give your customers Request edit option with just one button.

Customers are humans like us, so they also sometimes make mistakes. Let's give them opportunity to fix it!

For instance, an employee like John, an admin of his Jira instance faces issues with our App update and needs to provide a key. However, when he was typing it, he was really busy and misspelled it.

With our edit request he can change it, without creating any unnecessary comments.

The agent's workflow - 4 steps you should take

1. Admin Eve prepares Customers action screen in Feature Bundle configuration. She names it Edit request, allows to edit Description and Key Field.

2. Then, she adds it to proper project and request type.

3. After John creates a support ticket, he can view an edit request button, where he will correct all his mistakes.

4. John configure an automation rule to change a key in their inner request ticket, so he wouldn't even notice, that the mistake was made.

Why is it worth it?

• Customers are able to correct their mistakes: Customers won't fell uncertain was their comment, that describes a mistake was read.

• Improved customer support: Customers feel supported and could help in resolving ticket faster.

Utilizing a dynamic banner on the customer portal to communicate information about upcoming maintenance or holiday closures enhances customer experience by keeping users informed and minimizing disruptions to their workflow.

The agent's workflow flow in 4 steps – How to inform all customers at once

Sarah is a regular user of our application, and she frequently accesses the customer portal to report issues or seek assistance. As she logs into the portal one morning, she notices a dynamic banner at the top of the page.

1. The banner prominently displays a notification informing customers about an upcoming maintenance schedule. The message states, "Scheduled Maintenance Notice: Our system will undergo maintenance on [date] from [start time] to [end time]. During this period, access to certain features may be limited. We apologize for any inconvenience."

2. Sarah appreciates the clarity of the message, which clearly communicates the dates and times of the maintenance window. She finds it helpful to know when she might experience service disruptions in advance.

3. The banner is scheduled to disappear automatically after the maintenance date. It is visible for all customers at the Help Center, where all request types and details are viewed to ensure they won't be missed.

4. The Banner was created with HTML and is visible and eye-catching.

The same situation can be about upcoming holidays.

Why is it worth it? – Benefits of dynamics banners

• Customer Awareness: The dynamic banner ensures customers know about upcoming maintenance or holiday closures well in advance, reducing surprise and frustration.

• Proactive Communication: The company is committed to transparency and customer-centricity by proactively notifying customers.

• Mitigated Impact: Customers can plan their activities around maintenance windows or holiday closures, minimizing inconvenience.

By displaying additional values like linked issues on the customer portal's request details view, we enhance incident management processes, facilitate transparent communication, and empower customers to actively participate in resolving their reported issues.

The agent's workflow in 3 steps - display linked issues on the Jira customer portal

Mark, a customer, encountered an issue while using our application and submitted a support request through the customer portal. As he navigates to view the details of his request, he notices additional information regarding linked issues.

1. Incident Submission: Mark submits a support request detailing the issue he encountered, such as a bug or functionality error. This initiates the incident management process within our support system.

2. Linked Issues Display: Upon viewing the details of his support request on the customer portal, Mark notices a section displaying linked issues. Here, he sees any related incidents, tasks, or bugs associated with his initial request. So, he already knows that it is part of something bigger.

3. Mark doesn't text or call his agent to ask when the bug will be resolved because he sees the status of the linked issue and relation.

Why is it worth it? – Benefits of displaying additional fields on service desk portal

• Enhanced Visibility: Displaying linked issues gives customers like Mark greater visibility into the status and context of their reported incidents.

• Efficient Collaboration: Customers and support teams can collaborate more effectively by referencing linked issues and coordinating efforts to resolve related problems.

.

Give your customers Jira ticket tracking – Display workflow on the customer portal

Customers may feel unsure about the current progress of their requests when they don't have access to clear information on the different stages their ticket goes through. It works both ways: for external customers and also internal meaning employees.

For instance, an employee like Tom, a graphic designer, faces issues with his current laptop and urgently needs a new one. However, he finds the IN PROGRESS status on his request inadequate, as it does not provide sufficient details on the progress of his laptop order.

You can improve it and give your customers a comprehensive and transparent Jira ticket tracking system.

Enabling customers to elevate Jira tickets facilitates excellent customer service and expedites the resolution of urgent tickets. Through the use of this self-service strategy and the effective use of escalation, we have observed increased customer happiness, improved transparency, and efficient workflow. This particular implementation has revolutionized our support system, allowing us to swiftly identify and prioritize urgent cases, ensuring that they receive immediate attention from our dedicated support agents.

The flow in 5 steps – How the Jira ticket escalation process should work

Make agents work easier and requests view clearer, by requesting additional information using Customer Actions

Customers often thinks that they provided everything, that is necessary, but agents needs more information.

Let's get back to our employee Tom, a graphic designer, after getting new laptop he needs some paid software to continue his work. He adds ticket like that and gets response.

For this procedure, you must be logged in as a user with the Project Administrator's permission.

After app installation, this feature is not active.

You have to configure:

• who can edit a request,

• if the internal comment will be added after each edition,

• which fields can be edited,

• when fields can be edited.

Click by yourself with an interactive demo 👇

🐾 Steps

1. Choose Projects > service project which you want to configure

2. Under Project Settings, select Customer actions

3. Press the button "Create form", to make new template of Customers Actions

4. In Availability page you can:

🎉 Result

The Customers Action links are visible on the requests. Customers are now able to make changes.

Customize comment on Issue:

1. Go to Settings > Apps

2. Search for Feature Bundle

3. Click on Configuration

4. The comment content can be configured in the global configuration (including the use of variables)

💡 JQL examples

1. Announcement banners: Notices displayed on the service desk portal to communicate important announcements, updates, or alerts to users and customers.

2. Edit Jira ticket: Functionality allowing customers to modify or update their service requests within the portal without engaging agents.

3. Escalation: Process of escalating a service request or issue to a higher level of support or authority for resolution.

4. Incident: An unplanned interruption or reduction in the quality of an IT service, often resulting in the need for immediate attention and resolution.

5. Incident communication management: Procedures for effectively communicating with customers during incidents to keep them informed of progress and expected resolutions, minimize agents' engagement, and maximize resolution effectiveness.

6. Incident Management: The process of managing and resolving incidents to minimize disruption to IT services and restore normal operations promptly.

7. ITIL: Framework for IT Service Management (ITSM) that provides best practices for aligning IT services with the needs of the business.

8. ITSM: IT Service Management encompasses the processes, policies, and procedures used to design, deliver, manage, and improve IT services for organizations.

9. Jira Service Desk portal: An online platform or interface where users can submit service requests, report incidents, and access IT support services.

10. JQL: Jira Query Language, a query language used in Jira software for searching and filtering issues. For functions, visit the .

11. Queue: A waiting line where service requests or issues are held until Jira service desk agents can address them.

12. Request type: Categories or classifications used to classify service requests based on their nature or purpose.

13. Resolution: The action or process of resolving a service request or incident, often resulting in a solution or workaround being provided.

14. Service desk agent: A support team member responsible for handling service requests and incidents.

15. SLA: Service Level Agreement, a formal agreement defining the service level expected from a service provider, including response and resolution times.

Incident management is an extensive process where even the smallest improvement in the workflow can impact resolution time. Read real-market use cases of Feature Bundle in agents' workspaces and learn how to create an advanced customer portal for customer satisfaction and agent efficiency.

ITSM use cases:

Installation

Discover this feature with an interactive demo 👀

The Requests Steps feature shows the current progress of issues on the Jira customer portal. Thanks to that, it’s easier for customers to understand what stage their ticket is at and how much is left to do.

With this, you provide your customers with advanced Jira ticket tracking, which can impact CSAT.

This is an example of a shipping order. The customers know what the process looks like and how many steps are ahead. It’s an easy way to simplify the issue’s workflow explanation. Steps are matched with statuses in the queue.

Those fields are supported in the edit request form. As the list expands, we update the page.

Fields:

1. Summary (which is always a required option)

2. Description

3. Priority

4. Reporter

5. Assignee

6. Labels

7. Status

8. Due Date

9. Components

10. Versions

11. Status

12. Fix versions

13. User picker custom fields

14. Multi-user picker custom fields

15. Text custom fields

16. Single-select custom fields

17. Multi-select custom fields

18. Cascading-select custom fields

19. Date Picker custom fields

20. Date Time Picker custom fields

21. Radio Buttons custom fields

22. Checkboxes custom fields

23. Labels custom fields

24. Numbers custom fields

25. Affected Version

26. Assets

We prepared some examples of banners in HTML. Feel free to copy them and adjust them to your needs 😊

Banner with image

Banner with nice CSS border

Banner with an exclamation mark

👀 See how it works with an interactive demo

The Panels with field values on request details view feature lets you share more information with customers. Thanks to that, customers don't have to ask questions and take agents' time. They already know everything from their tickets. You can show them, e.g., linked issues, Assignee, Due date, or Assets. The full list of supported fields is below 👇

Let's create a panel displayed on the request details view.

How to display more fields on the service desk portal?

Steps 🐾

1. Go to the service desk project settings > Additional fields > Create panel.

2. You can name the panel and add a description for internal use and categorization. It's not visible to customers.

3. First, define the location, request types you want to display the panel, and who can see it.

• Location: Side type is default. There are two different options: Top and Center. We recommend Top location for links to external sources and Center for linked issues.

• Request types: Decide whether you want to display the panel in all of them (Show in all request types) or narrow it down by choosing the exact request types in this project. You can also set conditions with JQL.

For example: display panel with Assigne Manager field only when the ticket is escalated.

• Access: There are three options to set up: Reporter, Request participants and Organizations. The reporter is the default config, and your one option is a must.

1. Go to the design part (in the top navigation) and choose which fields you want to show. If you want to remove a field, expand the options with an arrow and click Remove.

1. After adding a field, expand the options to define details like "Show if empty". This option is available for all fields and unmarked by default (besides linked issues - if this field is without links to display, the app won't show this field.) The next fields appear at the end of the list, and you can change the order with drag and drop.

Linked issues additionally have link types to define. If you leave it empty, all link types will be displayed. The details request view will have the following columns visible: Issue Type, Issue Key, Summary, Priority, and Status. Issue Key is the link to the issues that respect permissions.

1. You can also add the panel's name (for example, Incident details), dividers for better readability, and useful URLs, e.g., to the Confluence page. URLs are supported in http:// and https:// formats.

2. Save the panel.

Result 🎉

As a result, your customer gains a request details view with all the data needed to understand the incident resolution process and answer all questions that pop up.

How to manage the panels?

You can manage panels created in the same projects from the panel list view.

After choosing Additional fields in project settings, you will see all the panels you created for this project. Using the three-dot menu, you can quickly disable/enable, edit or delete them.

Use the filter to search for the panel you need faster. You can also decide how many you want to display on one page.

Supported fields:

When enabled, the below information will be presented to customers.

• Assignee

• Attachments

• Dates:

  • Created

💡 If you want to display your (or your service agent's) profile photo on the customer portal, remember to make it visible to anyone. Otherwise, the portal will show the name's initials and surname instead of an image.

Using this feature, your customers can edit the Assets objects custom field on the customer portal. We respect most of settings configured under this custom field. Asset Custom field have two separate scopes, Filter scope and Filter issue scope, both of them are using AQL and can be binded in AQL filter in our app. Assets AQL values have to be coppied to Custom Field in Edit Request tab in order to work. (As for now we support only Asset custom field)

1. Filter used in "Manufacturer" custom field will provide only objects under the Manufacturer

2. Filter used in "Printers" custom field will provide objects sorted by the previously selected group. In a result user will be able to select object types under the "Models" which are assigneed to specific manufacturer.

Below we explain why the app requires each of the permissions (scopes) declared in manifest.yml. The descriptions are concise and refer to real usage in the code and the available gadgets.

admin:connect-jira

• scope for Connect features/modules

Jira Service Desk as one source of truth

The dev team uses the planning poker addon and has noticed it is crushing. The topic was brought up at the retrospective. Scrum master John decides to pass this information to the project admin. Project admin Tom decides it is necessary to report the problem to the vendor, and that's what he does.

The agent's workflow - 5 steps you should take

1. A banner at the portal with a pleasant message about filling in all needed information.

2. Tom fills in the fields where he is sure: app name, hosting, and instance URL. Unfortunately, he cannot access the SEN license number for the addon. He also doesn't know exactly what the plugin's instability manifests as, so he leaves these fields blank and creates a ticket. The ticket is created as a DRAFT status. Let him click the SUBMIT button if he doesn't want to add anything to it. However, Tom knows that he needs the support of his colleagues to make the submission rich in information.

3. Tom joins two people: Greg, who is the site admin, and Beth, who is the dev team leader. Tom can share the ticket thanks to the native Jira functionality Share with. Greg enters the request, clicks Edit request, and fills in information about SEN. Beth, on the other hand, describes the problem in detail. After each action, a comment is added to the task, stating who edited what field and when.

Why is it worth it?

• Agents with access to all necessary data: They have all crucial information in the ticket.

• Agents don't get stuck due to waiting for answers: Without spare communication and billions of the same questions, they can resolve tickets much faster.

• Meeting SLA faster: Happier customers!

• No rush decisions: Reporters can take their time to collect information and save tickets as drafts.

We are committed to improving our security posture. That’s why we created this page to answer basic questions about security in the Feature Bundle app. For company-level security approach, please refer to the Trust Center.

Architecture

Feature Bundle is a 'Connect on Forge' app. It’s written in Java in the backend and React in the front end. The app is hosted on Heroku.

What do the data flows look like?

What do the architectural diagrams look like?

What data does the app process?

The app process user data (accountId, email, locale, etc.), user permissions, organizations information, issue data, Jira configuration (application properties, statuses, roles, workflows), request type information, service desk project information, Insight objects information

What data does the app store, and where?

Each feature proceeds with the data in a different way. We have a list of the features from the app below with comments. All data are stored in the Heroku Postgres in the US region except the Incident Banner data.

What permission does the app require?

This app requires five permissions:

• View email addresses of users

• Administer the host application

• Administer Jira projects

• Delete data from the host application

Does the app encode all data in transit and at rest?

Yes.

Does the app support data residency?

No. If you are interested in enabling your region, please get in touch with us at

Does the app have a data retention policy?

Yes. The data are deleted 90 days after the app is uninstalled or after the first site’s inactivity. More information is available in .

Does the app have a data backup policy?

Yes. More information is available in .

Useful links and more information

If you have any questions about the security, e-mail

To optimize your Jira customer portal and ITSM management, follow the best practices for Jira service management agent.

1. Create a self-service service desk portal: Develop a user-friendly portal where customers can find answers to common questions, edit requests, and track the progress of their inquiries without needing direct assistance from agents. This will reduce agent workload and improve customer satisfaction.

2. Put more information in customers' hands: Provide comprehensive details about ticket status within the customer portal to empower users to troubleshoot. Give them additional information like the Assignee, linked issues, the blocker, and the request steps workflow.

3. Keep and avoid breached SLAs: Establish and adhere to Service Level Agreements (SLAs) to ensure timely resolution of customer requests and issues. You demonstrate reliability and accountability by setting clear expectations for response and resolution times, enhancing customer trust and satisfaction.

4. Use knowledge-base systems: Implement a robust knowledge-base system integrated into your Jira portal, containing a repository of articles, solutions, best practices, and troubleshooting guides. This lets agents quickly access and share relevant information with customers, accelerating problem resolution and improving efficiency. Use Confluence for it.

5. Proactive agent-customer communication: Minimize back-and-forth interactions by giving customers relevant information on the request detail view. Focus on ticket resolution without customers waiting for answers.

6. Automate routine tasks: Leverage automation tools and workflows to streamline repetitive and mundane tasks, such as ticket routing, data entry, and status updates. Automating these processes frees agent time for more complex and value-added activities while reducing the risk of human error and ensuring consistency in service delivery.

7. Create unique queues: Customize and segment ticket queues based on factors such as issue type, priority, department, or customer segment to optimize agent productivity and response times. Directing tickets to specialized queues ensures that issues are routed to the most qualified agents for resolution, improving efficiency and service quality. For example, create an escalated queue for urgent tickets.

If you prefer watching, here is a short instructional video 🎥

👀 Or click by yourself with an interactive video

Dynamic announcements introduce a new approach to customer announcement banners. Create a message that reaches everyone and is sure to be heard.

The configuration in 4 steps 🐾

1. Choose the best place to display the announcement: Help Center, Customer Portals, Request Forms, Request Details View, Profile, Requests. You can choose more than one portal, request type or form.

2. Schedule: define the time (all the time, on certain days, repetitive, if the conditions are met)

3. Restrict: limit visibility for selected groups (if the conditions are met, which are based on languages, organizations, Jira groups, project roles, and email domains)

How to add a new banner on the customer portal

Steps 🐾

1. Log in to your Jira instance.

2. Choose the cog icon ⚙️ > Apps

3. Select Feature Bundle > Banners

4. Click

Result 🎉

A new announcement has been added to the list.

You can deactivate them by turning the state of the Active switch on. To remove one, click Delete.

🟢 The banner after saving is published by default ( and marked with green color).

🟡 If the banner expires (i.e., we stop displaying it) or someone wants to hide it from the portal - it changes it status to Disabled (yellow color);

⚫️ An unnecessary banner can be put on Archived - action Archive (grey color), and the banner goes to a separate section, Archived.

Only when the banner is in the Archived section do we have the Delete option - we remove the whole configuration completely without the possibility of reversing it, or we can unarchive it - the Unarchive action - then returns to the Disabled state

🚀 Free Webinar: ​Stress-free incident communication with Jira Service Management

👋 Welcome to Feature Bundle for Jira Service Management

Feature Bundle app provides Jira service desk extensions for service desk agents and all Jira Service Management projects. With all the features, you can enhance the Jira customer portal and design a customer service that is perfectly tailored for incident management and raising agents' CSATs.

👀 What is Jira Service Management?

Jira Service Management (formerly known as Jira Service Desk) helps teams efficiently manage and resolve customer inquiries. Through a centralized system, service desk agents can track, prioritize, and resolve issues, enhancing collaboration and customer service. It's a perfect tool for incident management. The Jira service desk is a place to create Jira tickets for customers and transfer them to service desk agents.

🙋‍♀️ Feature Bundle for ITSM processes

Are you seeking to enhance customer and agent experiences within Jira Service Management? Longing for tools that provide additional insights and support on the service portal?

Bid farewell to complexity and inefficiency in incident management with our Jira Service Management extension. Designed to offer comprehensive incident details and prioritize agent workflows, this extension revolutionizes your service delivery.

With enriched portal information, customers and agents can navigate incidents seamlessly, ensuring swift resolutions and heightened satisfaction. Empower your team to improve customer service and easily elevate your support operations.

Your feedback is essential to us ❤️

While ITIL provides a comprehensive framework of best practices for IT service management, ITSM encompasses the broader implementation and management of IT services to meet organizational needs and deliver value to customers. By adopting ITIL principles within an ITSM framework, organizations can optimize IT service delivery processes and enhance overall service quality and customer satisfaction.

ITIL (Information Technology Infrastructure Library):

Definition: ITIL is a framework of best practices for IT service management. It provides guidance on how to align IT services with the needs of the business, focusing on processes, tasks, and checklists to deliver value and maintain a high level of customer satisfaction.

Key Components:

1. Service Lifecycle: ITIL organizes IT services into five stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement (CSI).

2. Processes: ITIL defines various processes to manage IT services effectively, including Incident Management, Change Management, Problem Management, and Configuration Management.

3. Roles and Responsibilities: ITIL outlines the roles and responsibilities of IT service providers and users, ensuring clear accountability and efficient service delivery.

Benefits:

• Improved Service Quality: By following ITIL best practices, organizations can enhance the quality and reliability of their IT services, leading to higher customer satisfaction.

• Efficiency: ITIL helps streamline IT service delivery processes, reducing inefficiencies and operational costs.

• Alignment with Business Objectives: ITIL emphasizes aligning IT services with business goals and priorities, ensuring that IT investments contribute to overall business success.

ITSM (IT Service Management):

Definition: ITSM refers to implementing and managing IT services to meet the needs of the organization and its customers. It encompasses the processes, tools, and techniques used to design, deliver, manage, and improve IT services throughout their lifecycle.

Key Components:

1. Service Desk: ITSM typically includes a central service desk or help desk function that is responsible for receiving, managing, and resolving user requests and incidents.

2. Incident Management: ITSM processes include Incident Management, which focuses on restoring normal service operation as quickly as possible after an incident to minimize disruption to the business.

3. Change Management: ITSM emphasizes Change Management, which governs the planning, approval, and implementation of changes to IT infrastructure and services to minimize the risk of service disruptions.

Benefits:

• Increased Productivity: ITSM helps optimize IT processes and workflows, enabling IT teams to work more efficiently and effectively.

• Enhanced Customer Satisfaction: By providing reliable and responsive IT services, organizations can improve customer satisfaction and build trust with their users.

• Risk Mitigation: ITSM processes such as Change Management and Problem Management help mitigate risks associated with IT changes and incidents, reducing the likelihood of service disruptions.

Watch a quick instructional video on how to configure the Customer Actions feature 🎥

The Customer Actions allows customers to make changes in their requests on the Customer Portal. It is made using forms designed to edit specific fields. Go to Configuration to read how to configure it.

Who, where and when can edit fields?

With Customer Actions you can define which requests types will have an option to be edited.

You can choose in the configuration who can edit fields on the Customer Portal:

• Reporter (selected by default)

• Request participants

• Organizations

Then you can change name of Customer Action that will be displayed on Customers Portal.

You can also define a maximum number of edits. It can be only one or even one hundred.

Customer Actions form - choose editable fields on the customer portal

It's you who decides which fields customers can edit. Use Design to add fields to the edit form.

For each field, you can put JQL filters to define whether the field will be editable. Also you can make your form more customizable, with dividers, custom texts and Section messages.

Status field in edit form – automatically change the status of the request

The status field is supported in the edit form. Define conditions in which requests with statuses are editable (with JQL) and change status automatically after editing the ticket by customers. This can be used in escalation, i.e.

How to edit a request – request details view on the service desk portal

🐾 Steps

1. Go to the request that you want to edit

2. Click the proper Customer Actions link on the right section

3. The Customer Actions dialogue appears.

4. Make changes

🎉 Result

All changes have been saved.

For Jira users who have access to the issue, a change is visible in the History tab:

If you select the checkbox to enable adding an internal comment after each edit operation, Jira users see an internal comment on the issue:

How to install Feature Bundle for Jira Service Management?

Find Feature Bundle for Jira Service Management on the Atlassian Marketplace, or use Explore new apps under the Apps in Jira's top navigation.

Install the app on your instance and then open it with Manage Apps, choosing it on the right sidebar.

Banners are configured in App settings. Customer actions and Request steps are placed under the service project settings.

How do you access app configuration?

🐾 Steps

To find the page with app configuration:

1. Log in to your Jira instance.

2. Click Apps in the top navigation.

3. Find Feature Bundle on the left menu.

⭐️ Now, let's talk about features.

What is an incident banner in Jira Service Management?

An incident banner allows the creation of a notification displayed on the Customer portal from the ticket view in Jira. It's an easy way to keep customers well-informed and instructed during an ongoing incident. If you create incident banners from the first ticket about ongoing incidents, you can prevent your team from being flooded with duplicates.

👀 Create an incident banner with an interactive demo

How to create an incident banner?

Steps 🐾

1. Open an issue in a service project.

2. Go to the Incident banners panel - on the right side, under issue details.

3. Expand the view with a drop-down arrow and click "+ Add banner".

4. Set the internal name (only for internal use) and content displayed on the customer portal.

🎉 Result

The incident banner is displayed on the customer portal.

Also, the banner is saved on the incident banner list in all tickets in this project, with information about which ticket it was made, by whom, and on what date.

Can you create more than one incident banner?

Yes, you can create as many incident banners as you need. The newest one will be displayed at the top of the customer portal. Remember to keep it simple and in order, so don't multiply banners when you can simply edit them or delete irrelevant ones.

How to edit the incident banner?

If you want to update or change the content in the incident banner, choose the one you need to adjust, make the change, and simply click "Edit banner." The banner will be automatically updated on the portal. If you want to withdraw from the change, click "Cancel."

How to delete the incident banner?

If you want to delete an irrelevant banner, for example, because you created a new one with updates, expand the incident banners lists and select the bin icon.

What is the difference between announcement and incident banners?

Incident banners are created from the ticket view. They are faster to create and have fewer options. They are also specified by ticket status or JQL. If the ticket is resolved, the banner will disappear. The incident banners are created in the scope of the project.

can be scheduled, created in HTML, and set up for certain request types or groups only. You need global admin permissions to create announcement banners, which can be configured from the "Manage apps" panel.