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.

.

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.

4. Best Practices: ITIL promotes adopting best practices for IT service management, offering guidelines for implementing processes and improving service quality over time.

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.

• Continuous Improvement: Through the Continual Service Improvement stage, ITIL encourages organizations to continuously review and enhance their IT services to meet changing business needs and technological advancements.

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.

4. Service Catalog: ITSM often involves creating and maintaining a Service Catalog, which provides users with a centralized list of available IT services and their associated details.

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.

• Alignment with Industry Standards: ITSM frameworks such as ITIL provide industry-recognized best practices and guidelines for implementing ITSM processes, ensuring alignment with industry standards and benchmarks.

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:

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.

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

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

5. Click Save

🎉 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:

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.

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.

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.

• Reduced Support Queries: Clear communication via the banner may reduce the influx of support queries related to service disruptions, allowing support teams to focus on urgent issues.

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)

4. Create content in Rich Text Editor or HTML. Use colors and backgrounds, add emojis - anything to create an eye-catching announcement on the service desk portal.

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 Add New Announcement

5. Configure announcement settings by editing the following fields:

   1. Locate: choose the best place to display the announcement (Help Center, Customer Portals, Request Forms, Request Details View, Profile, Requests)

   2. Schedule: Define the time for visibility. Choose all the time, or certain days, or periods. You can also set conditions based on statuses (f.e. when the issue has the status Done, the banners are disabled).

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

   4. Design: use a Rich Text Editor or HTML

   5. Summary: compare the preview with your settings

6. Click Add to save the announcement

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

How to install Feature Bundle for Jira Service Management?

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 are the key features of Feature Bundle?

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

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

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.

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

1. John is our app user, and the system has crashed. He created a new ticket to report the bug.

2. Upon creating the request, John notices a prominent banner providing information on escalating an issue to underline its importance. Recognizing the urgency of his current ticket, John clicks on the Escalate button, effectively indicating that this particular request requires immediate action.

3. By clicking the Escalate button, John successfully changed the ticket's priority from medium to critical, and its status is now officially "escalated." This modification is crucial as it helps prioritize the ticket and ensures it receives immediate attention from the support team.

4. From the agent's perspective, we see the Escalated status on the issue, and they know to prioritize it. Moreover, we have a unique escalated queue where all urgent issues are stored.

5. A customer sees on the portal additional information about the Assignee (it's clear who the agent is), resolution date, attachments, and priority set by an agent.

Why is it worth it? – Benefits of the Jira escalate button

• Improved Urgency Management: The Escalate button provides a simple yet effective way for users like John to communicate the urgency of a particular issue. This feature enables support teams to quickly identify and address critical cases, avoiding any unnecessary delays in resolution.

• Enhanced Transparency: With the workflow and status updates clearly visible to users, there is increased transparency in issue tracking and resolution. John can stay informed about the progress of his escalated ticket, giving him peace of mind that the matter is being handled appropriately.

• Efficient Agent Workflow: When a ticket is escalated, support agents can immediately identify it in a special Escalated queue. This segregation ensures that urgent cases receive prompt attention, preventing them from being buried among regular requests.

• Improved Collaboration: The Escalate button not only changes the ticket status but also adds a comment under the issue, detailing who made the escalation and when it occurred. This additional information fosters collaboration between users and support teams, as everyone is aware of the actions taken on the ticket.

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.

He can easily add asset, that will be supported in automation etc. as if he has done that at creating ticket.

Why is it worth it?

• Keep request clean: Customers are able to provide information without unnecessary comments and they're saved in fields right away.

• Saves the Agent time: Agents, don't have to manually copy-paste from comments

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

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.

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

Banner with image

<table style="border: 3px dotted red; padding: 10px; text-align: left;">
   <tr>
      <td>
         <img src="https://drive.google.com/uc?export=view&id=1KFPbpwcA3UuJ5L0z1QGRBgnef_vTBiXw" style="width: 120px"></src>
      </td>
      <td>
         We have an issue with database located at <a href="#">https:/192.168.0.102</a> Please <b>do not report a new issue</b> about this problem. We are working on it. For more information call our <a href="#">support</a>.
      </td>
   </tr>
</table>

Banner with nice CSS border

<div style="padding: 10px; border: solid 10px; border-image: repeating-linear-gradient( -75deg, yellow, yellow 10px, black 10px, black 20px) 20; background-color: #E8E8E8" >
   <h3 style="color: red">Read this first</h3>
   Our applications can be unstable today due to migration to the new stack. Contact channels in case of any incidents:
   <style>li:before { content: '\27A4'; margin-left: -20px; margin-right: 10px; } </style>
   <ul>
   <li>Slack channel <a href="#">#help_me</a></li>
   <li>Mobile support at +1 111 222 333 </li>
</div>

Banner with an exclamation mark

<!DOCTYPE html>
<html lang="en">
<head>
    <meta charset="UTF-8">
    <meta name="viewport" content="width=device-width, initial-scale=1.0">
    <title>Announcement Banner</title>
    <style>
        .announcement-banner {
            display: flex;
            flex-direction: column;
            align-items: center;
            justify-content: center;
            background-color: #ffcccc; /* Red background */
            border: 2px solid #ff0000; /* Red border */
            padding: 10px;
            color: #000; /* Black text */
            font-family: Arial, sans-serif;
            font-size: 16px;
            position: relative;
            text-align: center;
        }

        .announcement-banner .icon {
            margin-bottom: 10px; /* Add space between icon and text */
        }

        .bold-text {
            font-weight: bold; /* Make text bold */
        }
    </style>
</head>
<body>
    <div class="announcement-banner">
        <img class="icon" src="https://cdn.jsdelivr.net/npm/bootstrap-icons/icons/exclamation-triangle-fill.svg" alt="Exclamation mark icon" width="24" height="24">
        <p class="bold-text">Scheduled Maintenance Notice:</p>
        <p>Our system will undergo maintenance on 26th May from 10AM to 2PM. During this period, access to certain features may be limited. We apologize for any inconvenience.</p>
    </div>
</body>
</html>

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.

5. You can customize the text with text formatting options, links, or bullet lists. Make it easy to read and include relevant links.

6. Save the banner.

7. The banner will be displayed until ticket resolution (statusCategory = Done) or when it stops meeting JQL.

🎉 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.

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:

   1. Select request types (by default it will be enabled to all request types), but you can also choose specific type and/or filter with JQL requests;

   2. Change Access Option (by default it is set to reporter);

   3. Change displayed name (it will be name which customer will see);

   4. Limit maximum edits possible per user or per request.

5. In design page you can project screen which customer will use to edit request.

   • You can also add Custom Texts and Section Massages.

6. You can select if you want to add internal comment after saving form in Post Actions

7. Click Save form. If you want to remove the current changes, click Cancel.

🎉 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)

5. In Edit Request text field, add customized comment that will be added to request after editing, use variables for more personalization.

💡 JQL examples

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.

How to communicate with Assets REST API?

1. Log in to your Jira instance

2. Choose the cog icon ⚙️ > Apps

3. Select Feature Bundle > Configuration

4. Provide an Insight token. It has the following format useremail:API token encoded in BASE64
5. Click Save

How to get an API token?

Create an API token from your Atlassian account:

2. Click Create API token

3. From the dialog that appears, enter a memorable and concise Label for your token and click Create

4. Click Copy to clipboard, then paste the token to your script, or elsewhere to save

How to prepare an Insight token?

1. Generate an API token.

2. Build a string of the form useremail:api_token

4. Paste the phrase above to the Input field

5. Click Encode

6. Copy the result and paste it into the Feature Bundle configuration as an Insight token

👀 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

  • Date picker custom field

  • Date time picker custom field.

  • Resolved

  • Updated

  • Due date

• Asset Objects

• Priority

• Resolution

• Short text and Paragraph custom fields

• Single and Multi Select custom fields

• Linked Issues

• URL

• Single and Multi User picker

• Single and Multi Group picker

• Subtasks

💡 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.

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.

How to add the request steps to the service desk portal?

Steps 🐾

1. Choose the cog icon ⚙️ > Apps.

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

3. Under Project Settings, select Request Steps.

4. Click on the Request Type you wish to configure.

5. Add as many steps as you need.

6. Map with JQL (for example every step to other status) to steps you defined earlier. Optionally, you can describe each step.

7. Click Save.

Result 🎉

Defined steps are now visible on the Jira customer portal on selected Request Types.

You can also configure step colors! 🎨

• Choose the cog icon ⚙️ > Apps.

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

• Under Project Settings, select Request Steps.

• Click on the Configure colors.

• Set up colors using RGB color code.

• Click Save.

Installation

1. Log into your Jira instance as an admin

2. Click the cog icon and choose Apps. The Find new apps screen loads

3. Locate Feature Bundle for Jira Service Management

4. Click Try it free to install the app. The Add to Jira screen loads

5. Click Start free trial

6. You're all set! Click Close in the Installed and ready to go dialog

Architecture

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

• Write data to the host application

• Read data from the host application

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

Yes.

Does the app support data residency?

Does the app have a data retention policy?

Does the app have a data backup policy?