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Develop a coherent Jira customer portal with extensions to enhance incident management and streamline communication agents and customers.
Primary advantages of utilizing Feature Bundle include:
Self-service empowerment: Empowers users to independently manage their tickets and find solutions, reducing reliance on support agents and promoting user autonomy.
Enhanced communication: Facilitates clear and efficient communication between users and agents, leading to faster issue resolution and heightened satisfaction.
Centralized information hub: Provides customers with a single, comprehensive source of information within the self-service portal, ensuring consistency and accuracy across channels and minimizing confusion.
Organizational clarity: Offers a structured and orderly environment for users to navigate, alleviating confusion and frustration often associated with disorganized systems.
Time efficiency: Saves agents' time by offering customers quick access to information, reducing waiting times and the need to search multiple channels.
Improved agent productivity: Enhances overall operational efficiency by freeing up agents to address more complex issues, thus boosting the support system's productivity.
Transparency with customers: Fosters trust through open sharing of information and updates via the service desk self-service portal, promoting clarity and honesty in all interactions.
Discover the features overview within the Feature Bundle app and witness how it can enhance your Jira service desk capabilities.
Explore the extensions for Jira Service Management available in Feature Bundle:
Edit Requests: Empower users to customize request details effortlessly, enhancing communication and clarity.
: Possibility to restrict who has access to Jira customer portal and Request Types.
: Elevate the request viewing experience with enhanced data about requests, ensuring optimal clarity and understanding.
: on the service issues for non-agents.
Create an announcement on the Help Center or on the particular Customer Portal based on ticket status or dates.
Quicker and easier service project configuration thanks to and .
Small but mighty improvements for Jira administrators, such as or .
With these diverse features, you can ensure seamless communication, streamlined processes, and heightened satisfaction for both customers and support teams. Advanced incident management and communication are essential for quicker resolutions and improved CSAT scores.
Welcome in documentation of Feature Bundle for Jira Service Management Data Center. Read about Jira Service Management extensions and best practices for service desk agents.
The Feature Bundle app offers extensions for Jira Service Desk aimed at service desk agents and all Jira Service Management projects. It empowers you to enrich the Jira customer portal and create a customer service experience finely tuned for incident management, boosting agents' CSATs along the way.
Jira Service Management (JSM, formerly Jira Service Desk) streamlines the handling of customer inquiries for teams. This platform centralizes the process, allowing service desk agents to track, prioritize, and resolve issues collaboratively, thus improving customer service. It's particularly effective for incident management. The Jira service desk serves as a hub for creating tickets for customers and forwarding them to service desk agents.
Are you looking to improve customer and agent interactions in Jira Service Management? Do you desire tools that offer deeper insights and assistance on the service portal? Say goodbye to complexity and inefficiency in incident management with our Jira Service Management extension. Crafted to provide detailed incident information and streamline agent workflows, this extension transforms your service delivery.
Enriched portal information enables customers and agents to navigate incidents effortlessly, leading to quicker resolutions and increased satisfaction. Empower your team to enhance customer service and effortlessly enhance your support operations.
Features include:
Possibility to restrict who has to the Customer Portal and Request Types
Customers can by themselves when needed.
to give customers helpful information about their tickets.
Showing customers a ticket life cycle with on the request details view.
Key benefits of using Feature Bundle include:
Better informed customers - Target information important to your customers. Create dedicated banners that accurately respond to their needs.
Improved service agents' work efficiency - Give customers as much information as possible without engaging agents. Presenting information on the Request Details View helps to avoid the constant questioning and exchange of comments.
Full control by project administrators - Define what portals and request types are available in a given context. Schedule the display of request types or control the visibility based on groups, roles, organizations, or even JQL.
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Log work on the service issues for non-agents.
Quicker and easier service project configuration thanks to export/import Request Types.
Small but mighty improvements for Jira administrators, such as renaming SLAs or bulk adding holidays.
Announcement banners to create an announcement on the Help Center or the particular Customer Portal based on ticket status or dates.
Smoother managing service elements - Give your administrators a set of utils that help them in daily work. Small but powerful options, such as change the name of SLA or bulk updating SLA calendars to add new holidays.
Look for definitions you may not be familiar of. We create a Jira Service Management glossary for you.
Announcement banners: Messages displayed on the service desk portal to relay important announcements, updates, or alerts to users and customers.
Edit Jira ticket: Feature enabling customers to modify or update their service requests within the portal without requiring assistance from agents.
Escalation: Process of raising a service request or issue to a higher level of support or authority for resolution.
Incident: Unplanned interruption or degradation in the quality of an IT service, often necessitating immediate attention and resolution.
Incident communication management: Procedures for effectively communicating with customers during incidents to keep them informed of progress and expected resolutions, minimize agent involvement, and maximize resolution efficiency.
Incident Management: Process of managing and resolving incidents to minimize disruption to IT services and swiftly restore normal operations.
ITIL: Framework for IT Service Management (ITSM) that offers best practices for aligning IT services with business needs.
ITSM: IT Service Management encompasses the processes, policies, and procedures used to design, deliver, manage, and enhance IT services for organizations.
Jira Service Desk portal: Online platform or interface where users can submit service requests, report incidents, and access IT support services.
JQL: Jira Query Language, a query language utilized in Jira software for searching and filtering issues. For functions, refer to the Atlassian page.
Queue: Waiting line where service requests or issues are held until Jira service desk agents can address them.
Request type: Categories or classifications used to categorize service requests based on their nature or purpose.
Resolution: Action or process of resolving a service request or incident, often resulting in a solution or workaround being provided.
Service desk agent: Support team member responsible for managing service requests and incidents.
SLA: Service Level Agreement, a formal agreement outlining the expected service level from a service provider, including response and resolution times.
Keep your queues in order, and make sure your customers will submit a request in correct portal and request type.
With this feature, you can dynamically hide request types or entire portals. This is useful when some request types or projects are sensitive and you don't want to show them to all users.
📚 Use case:
A Jira is a predefined category or classification used to organize and categorize service requests based on their nature or purpose, facilitating efficient management and resolution within the Jira Service Management platform. It helps streamline submitting, tracking, and resolving various requests, such as IT support tickets, bug reports, or feature requests.
How to get Feature Bundle for Jira Service Management?
To install the Feature Bundle for Jira Service Management, find it on the Atlassian Marketplace or use the "Find new apps" option under the Applications section in Jira's settings.
Then, proceed to install it on your instance and open it through Applications in Jira's settings.
🐾 Steps
To find the page with app configuration:
Log in to your Jira instance.
Click Applications in the settings navigation with ⚙️ icon.
Find the Manage apps in the top tabs.
Click on Feature Bundle features on the left menu.
⭐️ Now, let's talk about features.
The Jira portal is an online interface where users can submit service requests, report incidents, and access IT support services within the Jira Service Management platform. The customer portal serves as a centralized hub for users to interact with the support team, track the progress of their requests, and access relevant resources and information.
Now, let's talk about how to limit visibility for groups that should exactly see request types and even whole portals.
What is a difference between ITSM and ITIL?
While ITIL offers a robust framework of best practices for IT service management, ITSM encompasses a broader scope of implementing and managing IT services to meet organizational requirements and deliver value to customers. By integrating ITIL principles into an ITSM framework, organizations can optimize IT service delivery processes, thereby enhancing overall service quality and customer satisfaction.
Definition: ITIL serves as a framework of best practices for IT service management, offering guidance on aligning IT services with business needs, focusing on processes, tasks, and checklists to deliver value and uphold a high level of customer satisfaction.
🔑 Key Components:
Service Lifecycle: ITIL organizes IT services into five stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement (CSI).
Processes: ITIL defines various processes to effectively manage IT services, including Incident Management, Change Management, Problem Management, and Configuration Management.
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: ITIL best practices contribute to enhancing the quality and reliability of IT services, leading to higher customer satisfaction.
Efficiency: ITIL streamlines IT service delivery processes, reducing inefficiencies and operational costs.
Alignment with Business Objectives: ITIL emphasizes aligning IT services with business goals, ensuring that IT investments support overall business success.
Definition: ITSM involves implementing and managing IT services to meet organizational and customer needs, covering processes, tools, and techniques used to design, deliver, manage, and improve IT services throughout their lifecycle.
🔑 Key Components:
Service Desk: ITSM typically includes a central service desk or help desk function responsible for receiving, managing, and resolving user requests and incidents.
Incident Management: ITSM processes include Incident Management, focusing on restoring normal service operation promptly after an incident to minimize business disruption.
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 optimizes IT processes and workflows, enabling IT teams to work more efficiently and effectively.
Enhanced Customer Satisfaction: Reliable and responsive IT services improve customer satisfaction and build trust with users.
Risk Mitigation: ITSM processes like Change Management and Problem Management help mitigate risks associated with IT changes and incidents, reducing the likelihood of service disruptions.
Improve Jira ticket tracking. Show request steps on the request details view to inform the reporter about the progress and next steps.
The Requests Steps feature allows you to track the progress of issues on the Customer Portal. It’s easy to understand what stage the current issue is at. Let’s take an example of an online store order.
The customer knows the exact stage of the request. It’s an easy way to simplify the issue’s workflow explanation.
📚 Use case: Amazon delivery use case: Improved Jira Ticket Tracking
You must be logged in as a user with the for all of the following procedures.
Choose the cog icon ⚙️ > Apps
Click on Settings > Projects > service project which you want to configure
Under Project Settings, select Request Steps
Result 🎉
Defined steps are now visible on the Customer Portal on selected Request Types. Customers know at what stage their ticket is and how much is yet to resolution.
Display more information on customer portal to keep your clients up-to-day and minimize questions about requests.
By showcasing additional values, such as linked issues on the customer portal's request details view, we optimize incident management processes, promote transparent communication, and empower customers to actively participate in resolving their reported issues.
Here's how the agent's workflow unfolds in three steps, focusing on displaying linked issues on the Jira customer portal:
Incident Submission: Mark, a customer, encounters an issue while using our application and submits a support request via the customer portal. This action initiates the incident management process within our support system.
Linked Issues Display: As Mark navigates to view the details of his support request on the customer portal, he notices a section position in the queue and queue size. Here, he can view how many requests are before his, providing him with context and understanding of the time of waiting.
Efficient Resolution: With visibility into the status and position in the queue, Mark doesn't need to contact his agent to inquire about the bug's resolution.
The benefits of displaying additional fields on the service desk portal include:
Enhanced Visibility: Customers like Mark gain greater visibility into the status and context of their reported incidents, fostering transparency and understanding.
Efficient Collaboration: Customers and support teams can collaborate more effectively by referencing linked issues and coordinating efforts to resolve related problems, streamlining the resolution process.
You can display:
Assignee
Dates: Created, Updated, Resolved
Time in the current status
Position in queue and queue size
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.
Discover how you can improve Jira ticket tracking.
Additional values in the incident management process.
Request types are visible only for some groups to avoid tickets in the wrong queues.
Read how to bulk add holidays to many SLA calendars 📆.
🌴 The holidays added to your calendars in selected service desk projects allow to not count non-working days towards your SLAs.
Natively, Jira Service Desk offers the possibility of adding them project-by-project for every calendar separately, which can be tedious and time-consuming, especially if you have a lot of projects to configure.
Using our feature, you can configure holidays and select to which service desk projects you want to add them without moving from one screen to another. Everything can be configured in one place!
Please back up your database or create an XML backup in Jira before attempting this action.
This is how you can show your customers what the stage of request is.
Ensure your customers have visibility into their Jira tickets with comprehensive tracking displayed directly on the customer portal.
It's crucial for both external customers and internal employees like Tom, a graphic designer, who might urgently need a new laptop but find the current status inadequate in providing sufficient progress details on his request.
By implementing a transparent Jira ticket tracking system, you enhance customer satisfaction and provide clear insights into the progress of their requests.
Here are the steps agents should take:
Workflow Configuration: Admin Greg configures the workflow for specific request types, like Amazon orders.
Share more issue-related information with customers than is natively possible. Why? To avoid spare questions, let your agents focus on resolution and ensure customer satisfaction.
The Request View Enhancer allows you to share more information about the ticket with customers. For each service desk project, you can decide if you want to display the following elements:
Assignee
Dates: Created, Updated, Resolved
Keep your customers up-to-date and inform them all at once. Create announcement banner for customers on the Portal to give them a note in advanced.
The announcements are a helpful way to give your customers important information. This extension for Jira Service Management allows you to post messages about anything you need, such as operating hours, a system outage, upcoming events, holidays, or maintenance.
The places within Jira Service Desk where you can add an announcement banner:
Help Center
specific Customer portal (everywhere or on the specific Request Types - Request Form and Request Detail View)
Time tracking for non-angents is one of the Jira Service Management extrensions for Jira Service Management. Check out how to enable it for all users with Browse permission on JSM projects.
Unlike the standard configuration in Jira Service Desk, our app enables simple time tracking for non-agent users. It allows them to log their work on service desk issues, for example, developers who rather aren't Jira Service Desk agents but spend a lot of time investigating a problem.
A non-agent user can log work (Time Spent), select Date Started, and type a Work Description (optional field).
Times: current user’s time and assignee’s time
Links to external sources
Default Time Tracking in Jira is enabled. You can check it in the Administration > Issues > Issue Features: Time Tracking.
A non-agent user has Browse Project permission for a particular service desk project.
The Work On Issues permission is not respected. Moreover, the non-agent user is unable to edit or delete work logs.
This feature doesn't allow to log work within the Tempo app.
For all of the following procedures, you must be logged in as a user with the Jira Administrator's global permission.
Log in to your Jira instance
Choose cog icon ⚙️ > Manage Apps
Select Feature Bundle > Utils
Select Time Tracking
Set the state of Enable for non-agent users to switch to ON
Simple Time Tracking has been enabled. When non-agent users are on the issue, Log Work is available under the Summary.
Add as many steps as you need
Map statuses to steps you defined earlier. Optionally, you can describe each step
Click Save
For all of the following procedures, you must be logged in as a user with the Jira Administrators global permission.
Log in to your Jira instance
Choose cog icon ⚙️ > Manage Apps.
Select Feature Bundle > Utils.
Select Bulk add holidays.
Configure holidays by editing the following fields:
Holiday date: Define the date (in the following format: yyyy-mm-dd)
Holiday name: Type the name.
Select to which service desk projects you want to add holidays. Remember that it will apply to ALL calendars in the selected project.
Click Add to save the holidays.
Check the I understand the risk of this action box to confirm.
Click Update.
Configured holidays have been added to any existing holidays in all calendars in the selected service projects.
Visual Consistency: Each step's panel is customized with consistent colors to match the portal's appearance.
Detailed Tracking: When Tom creates a ticket for a new laptop, he can see a detailed panel displaying the entire process his request will undergo.
Automation for Updates: Greg sets up automation rules to add public ticket comments when they reach specific statuses, ensuring customers are automatically updated on their request's progress. The description field for each status provides additional context and clarifies responsibilities.
The benefits are numerous:
Real-time Updates: Customers like Tom stay informed about their ticket's progress in advance.
Enhanced Support: Customers feel supported and have clear information about their request's current stage.
Self-Service Empowerment: This approach fosters self-service options, allowing customers to find answers independently.
Transparent Communication: Detailed information about each status is provided, ensuring transparency.
Efficient Agents: With comprehensive status updates available, agents can focus on addressing actual issues rather than fielding status-related inquiries.
Position in queue and queue size
Sub-tasks with fixed details: Issue Key, Summary, Status, Priority
Times: current user’s time and assignee’s time
Links to external sources
Customer satisfaction feedback
Log in to your Jira instance
Choose Projects > service project which you want to configure
Under Project settings, select Feature Bundle > Request View Enhancer
By clicking on elements, define which of them you want to display for customers. Strikethrough name means that the element will be hidden.
With the toggle a the bottom you can also switch on customer satisfaction feedback.
The chosen elements are displayed in the Request Detail View.
Unlike standard announcements in Jira Service Desk, with our app you can display more than one announcement on the page.
For all of the following procedures, you must be logged in as a user with the Jira Administrator's global permission.
Log in to your Jira instance
Choose cog icon ⚙️ > Manage Apps
Select Feature Bundle > Announcements
Click Add
Configure announcement settings by editing the following fields:
Location: Select the place where the announcement will be displayed. You can select from two options: Help Center and Customer Portal. In case of Customer Portal, you have to also select project and request types. If you leave Request Types field empty, the announcement is displayed for all Request Types.
Content: Type Title (for example: Support Hours - Christmas time) and
Click Add to save the announcement.
A new announcement has been added to the list. You can deactivate them by setting the state of Active switch to off. To remove one, click Delete.
Configure Portal access for groups dedicated to it. Make sure everyone knows where to put the ticket and create a transparent system for your service desk agents.
The Customer Portal Access feature allows setting the visibility of a particular Portal. By default, all Portals defined in the service desk are visible to all who can access the Customer Portal. Thanks to our app, you can hide some of them and show only those who should see them for security reasons.
Steps 🐾
Log in to your Jira instance
Click on Settings > Projects > service project which you want to configure
Scheduling: Select Start date (in the following format: yyyy-mm-dd). Additionally, you have to define a day when you want to stop displaying announcements for customers. Two options are available:
Select Stop date (in the following format: yyyy-mm-dd). OR
Set the state of Stop condition switch to on. After that, select Issue Key of existing issue and Status. If the issue reaches the selected status (for example, Service request will reach Done), the announcement is hidden.
Under Project settings, select Feature Bundle > Portal Access Settings
Click on the team icon to switch to the proper page
Define visibility conditions
The visibility can be set for three parameters:
Organizations - the Organizations whose members will see the current Portal
Project roles - the project roles whose members will see the current Portal
Jira groups - the Jira groups whose members will see the current Portal
❗️To see the portal on the customer portal, the user must meet at least one rule (restriction).
If you don’t set any restrictions, a Portal is visible and accessible for all.
This page describe how to configure Request Types access. Restrict access for request types for those shouldn't have access for it.
The Dynamic Request Types feature allows setting visibility of a particular Request Type. By default, all Request Types defined in the service desk project are visible for all who have access to the Customer Portal. Thanks to our app, you can hide some of them and show only people who should see them, for example, for security reasons.
See yourself with an interactive demo:
Steps 🐾
Log in to your Jira instance
Click on Settings > Projects > service project which you want to configure
Under Project settings, select Feature Bundle > Portal Access Settings
Define visibility conditions
The visibility can be set for eight parameters:
Project roles - the project roles whose members will see the selected Request Types
Jira groups - the Jira groups whose members will see the selected Request Types
Organizations - the Organizations whose members will see the selected Request Types
❗️ To see the Request Type on the Customer Portal, the user must meet at least one rule (restriction).
If you don’t set any restrictions, a Request Type is visible and accessible for all.
For all of the following procedures, you must be logged in as a user with the Administer Project .
Log in to your Jira instance
Click on Settings > Projects > service project which you want to configure
Under Project settings, select Feature Bundle > Request Types access configuration
The visibility for a particular Request Type has been saved.
Do you wish for one place where you can estimate the size of your service desk projects? This page describe how to do it by generating a report for JSM project.
The configuration overview helps estimate the size of the Jira Service Desk projects. This information can be helpful when migrating projects or Jira instances. They allow you to estimate the labor intensity and costs of doing so. In addition, a summary of project configurations is important in the maintenance process and in optimizing their size.
The formats in which you can obtain a summary:
HTML - after choosing a project
PDF - after clicking Export to PDF
REST API - GET http://localhost:8080/rest/jsdutils/1.0/overview/{pid}
To get a summary via REST API, you have to be a user with the Jira Administrators . Additionally, with app’s evalution license some data may not be displayed.
A Summary table presents the following information (per project):
Total number of groups
Total number of Request Types (which are not hidden)
The average number of fields in Request Type
Total number of SLA metrics
For all of the following procedures, you must be logged in as a user with the Jira Administrators .
Log in to your Jira instance
Choose cog icon ⚙️ > Manage Apps
Select Feature Bundle > Configuration overview
A summary of the selected service desk project has been generated.
Read how to set up edit request feature for Jira Service Management.
For this procedure, you must be logged in as a user with the permission.
❗️ After app installation, this feature is not active. You have to set it up in three simple steps.
1️⃣ Choose who and where can edit the request.
2️⃣ Edit the form with editable fields with drag and drop.
3️⃣ Save changes.
Now let's dive into details 👀
Total number of goals
Total number of calendars
Click Export to PDF to save results. The file will be saved in the following format: ProjectName_ProjectKey.pdf.
Time zones - the Regions (and Time Zones) that the user must have set in the profile to view the selected Request Types
SLAs Calendars - the selected Request Types will be available in time defined in the calendar
Dates - the selected Request Types will be available in time that is within the configured date range
JQL - the selected Request Types will be available when the number of issues from the provided JQL meets the condition provided in the configuration.
Configure the following items depending on the tab:
For Project roles: select the project roles
For Jira groups: select the Jira groups
For Organizations: select the Organizations
For Languages: select the Languages (the list contains all languages installed on the current Jira instance)
For Time zones: select the Regions and Time Zones (field Time Zones is optional)
For SLAs Calendars: select the SLAs Calendars
For Dates: select the date range. You can select a lot of individual dates, but if you set a scheduled configuration or define some conditions, they will be overridden with the new one.
Individual dates: From MM/DD/YYYY HH:MM to MM/DD/YYYY HH:MM
Scheduled:
For JQL: define a condition to display Request Types using JQL. For example, selected Request Types will be displayed on the Customer Portal when the number of issues from the provided JQL is less than 5.
JQL: type JQL (for example: project = XYZ and priority = Blocker)
Operator: is equal to / is less than / is greater than
Click Add to save the configuration.
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 on Settings > Projects > service project which you want to configure
Under Project Settings, select Edit Request Config
Select Request Type that you want to configure. This list also includes hidden Request Types.
Define who can edit a request:
Reporter - someone who created a request; (By default this option is chosen.)
Request Participants - people with whom the request is shared.
Organizations - people from organizations with which the request is shared.
Select Event User ( it is needed to change the status and edit the Labels field; it is a Jira user.)
In Settings section you can narrow down how many times the request can be edited and define condition when the request can be edited (with JQL).
Use drag and drop to move fields from the right to the middle section. These fields will be displayed on the edit form. If you want to remove the field from the edit form, move the field to the correct section back.
By default, the field added to the middle section is always editable. By putting JQL, you can define conditions when the field is visible and editable on the form. Find some examples .
Click Save changes. If you want to remove the current changes, click Discard
The Edit Request link is visible on the requests. Customers are now able to make changes.
JQL
Explanation
status = Open
The field is editable if only the request is in the Open status.
priority != Medium
If the Priority field has a value 'Medium', the field is not displayed on the Edit form = it can't be edit by the customer.
description ~ 'to do'
The field is editable if the Description contains 'to do'. It's useful if your customers are working on the request and need more time to fill the whole ticket with the necessary information. They can type 'to do' as a signal that the request is not ready to investigate by service agents.
created >= -60m
The field can be edited for 60 minutes from creating the request.
You don't use Jira Query Language (JQL)? Read more in the official Atlassian documentation. You can also contact us via Customer Portal. We'll be happy to help!
Natively in Jira only service desk agent can edit the ticket, and customers usually put their changes in comments. It can be chaotic. So give more into customer hands, and allow them to edit request.
This feature resolves Allow Editing of Fields through the Service Desk Request.
The Edit Request allows making changes by customers in their requests on the Customer Portal. It is disabled by default (immediately after app installation). As a Project Administrator, you can enable this option under Project Settings. Go to Configuration to read how to set it up.
You can choose in the configuration who can edit fields on the Customer Portal:
Reporter (selected by default)
Request participants
Organizations
For each field, you can put JQL to define whether the field will be editable.
When this feature is configured for a particular Request Type, the customer has access to the edit dialog and det up editable fields:
Summary (which is always a required option by Jira natively)
Description
Priority
Reporter
The date format of the Date Picker and Date Time Picker custom fields is taken from the Jira "Look and Feel" Administration settings.
A list of fields in the configuration is based on the request form configuration. The app supports Display name and Required setting.
Go to the request which you want to edit.
Click the Edit Request link on the right section.
Make changes, choose fields to edit.
Click Save.
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:
This page describe how to export and import request types between projects and Jira instances to save your configuration, but still change the project.
The Export Request Types feature is a helpful way to save your configuration and import it into another service desk project within the same Jira instance or into another one - using Import Request Types feature. You can also modify this file (for example: typing Field Helps faster than in the standard way by clicking every Request Type separately) and import it into the same service desk project. Saving configuration is also useful for backuping or archiving purposes.
The elements which are exported to .JSON file:
Request Type name
Request Type group (if this group doesn’t exist in the target project, it is created)
Issue Type with ID
Description
Help and instructions
Visible Fields with IDs (these fields must exist in another Jira instance if you want to import them)
Display name
Required flag
Field help
If you have some hidden Request Types, you can also export them. After import, they will be added to Hidden from portal group.
Our app doesn’t overwrite standard announcements - our customizable announcements are displayed under the standard one.
For all of the following procedures, you must be logged in as a user with the Administer Project .
Log in to your Jira instance
Choose Projects > service project which you want to configure
Under Project settings, select Feature Bundle > Export Request Types
The .JSON file with configuration has been saved.
For all of the following procedures, you must be logged in as a user with the Administer Project .
Log in to your Jira instance
Choose Projects > service project which you want to configure
Under Project settings, select Feature Bundle > Import Request Types
If you set the state of Do not create duplicates switch to off (a default behavior), every Request Type is added to the project. If a Request Type with the same name as in the imported file exists in the current project, the “old” Request Type is not overwritten by a new one - it’s added next.
The Request Types saved in the imported .JSON file have been added to the project.
This page describes how to change the name of the SLA metric and how it can save your agents time.
SLA stands for Service Level Agreement, a formal agreement defining the level of service expected from a service provider, including specific metrics such as response and resolution times. It outlines the responsibilities of the service provider and the recipient, ensuring that both parties clearly understand the agreed-upon service standards and performance expectations.
Unlike the standard configuration in Jira Service Management, our app allows you to rename SLAs (you must create a new SLA with the correct name natively). This allows you to save time if you would like to make changes, especially in many service desk projects.
Please back up your database or create an XML backup in Jira before attempting this action.
For all of the following procedures, you must be logged in as a user with the Jira Administrators .
Log in to your Jira instance
Choose cog icon ⚙️ > Manage Apps
Select Feature Bundle > Utils
Select
The SLA name has been changed to a new one.
Click Export to save selected Request Types as a .JSON file
Match issue type by name: Set the state of switch to on if you don’t want to match issue types by IDs (a default behavior)
Match custom field by name: Set the state of switch to on if you don’t want to match custom fields by IDs (a default behavior)
Do not create duplicates: Set the state of the switch to on if you don’t want to create Request Types during the import process if a Request Type with the same name as in the imported file exists in the current project.
Paste content from .JSON file which you created in the previous section (How to export Request Types)
Click Import to add Request Types to the project.
Select the SLA that you want to rename
Type a new name for the selected metric. The number of characters is limited to 255
Click Rename
Check the I understand the risk of this action. box to confirm
Click Update
Daily
Days per week
Days per month
Conditions: From MM/DD/YYYY HH:MM till <issue key> reaches <status>
Labels
Due Date
Components
User picker custom fields
Multi-user picker custom fields
Text custom fields
Single-select custom fields
Multi-select custom fields
Cascading-select custom fields
Date Picker custom fields
Date Time Picker custom fields
Radio Buttons custom fields
Checkboxes custom fields
Labels custom fields
Numbers custom fields
Table Grid from Table Grid Next Generation app
Status (this field has an extra configuration "Use preset values" )
Components
The edit button will appear on the request details view.
With Feature Bundle you can hide request types from customer portal for groups.
Company ABC operates in various regions and provides specialized services tailored to each region's requirements. To manage service requests effectively, Company ABC has configured organization-specific request types in their Jira Service Desk portal. However, certain request types are relevant only to employees within specific organizations and should not be visible to customers from other organizations.
Configuration of Organization-Specific Request Types:
The IT administrator, John, configures organization-specific request types in the Jira Service Desk portal to streamline service request management for employees across different regions.
Each organization is assigned specific request types tailored to their needs, such as IT support, facilities maintenance, and HR inquiries.
Identification of Request Types that should be restricted from Customers:
John identifies certain request types that are relevant only to employees within specific organizations and should not be visible to customers from other organizations.
For example, a request type related to regional office infrastructure maintenance is specific to employees within the respective regional organization and should not be visible to employees from other regions or external customers.
Configuration of Visibility Conditions:
John configures visibility conditions for the organization-specific request types to ensure that they are only visible to employees within the respective organizations.
He defines conditions based on organization membership, ensuring that only employees associated with the relevant organization can view and access the specific request types.
Testing and Validation:
John conducts thorough testing to ensure that the visibility conditions are properly configured and functioning as intended.
He validates the configuration by logging in as users from different organizations and verifying that they can only view request types relevant to their organization.
Implementation and Communication:
Once validated, John implements the visibility conditions for the organization-specific request types in the live Jira Service Desk portal.
He communicates the changes to all employees, informing them that certain request types are tailored to their organization's needs and may not be visible to users from other organizations.
Monitoring and Maintenance:
John monitors the portal regularly to ensure that the visibility conditions remain effective and that only authorized users can access organization-specific request types.
He addresses any issues or discrepancies promptly and makes necessary adjustments to the visibility conditions as organizational requirements evolve.
By configuring visibility conditions based on organization membership, Company ABC ensures that employees have access to request types relevant to their organization's needs while maintaining confidentiality and preventing unauthorized access from external customers. This approach enhances service request management and ensures a tailored service experience for employees across different regions.