To have access to the Design a form or Manage data pages, a user needs to have access to the Perspective app.

There are two types of permissions in our add-on:

• Perspective Browse Permission - with this permission, user is able to view and manage collected data about each object.

• Perspective Configuration Permission - with this permission, user is able to manage forms and app settings. By default, these permissions are granted only to Jira administrators.

To grant access to other groups of users, follow the steps below.

1. Go to the Settings and select System.

2. Click on the Global permissions.

3. Find the Perspective Browse Permission and Perspective Configuration Permissions.

4. Add user groups based on your needs.

Effortlessly Improve Customer Relationships

Use the add-on's features to gain instant access to customer context directly within Jira. By collecting and storing relevant customer data in a centralized view, support teams can quickly understand the customer's environment, previous interactions, and current issues. Ensure tailored service, resulting in faster issue resolution and improved customer satisfaction.

For your comfort, we are giving you the ability to select the objects, from which you would like to have the attributes collected.

1. Go into Apps and select Perspective.

2. Enter App Settings, which are located on the left-side menu.

3. Select Objects.

The Jira administrator can define the fields that are editable by the customers. This is done during the form configuration.

How to edit the fields in the Customer Portal?

1. Log into the Customer Portal.

This add-on provides an additional post-function Copy Values. It allows you to copy data from Perspective fields to Jira custom fields, and vice-versa. The configuration is based in the field values collected for the Reporter profile.

What does it mean in practical terms?

One of the use cases is ticket filtering based on a specific attribute from customer profile. This way, you can easily identify needed information in the see of requests and make your decisions quicker.

Perspective allows the users to get, create and update customers and organizations data. It can be used to import data one time or build a synchronization middleware with other data sources. For authentication, we use API tokens.

Base URL for REST API is:

How to create a token?

The add-on allows the users to create a Data Form to be filled by the customers once they enter the Service Desk. The form will be available as a pop-up dialog window.

1. In order to set up the dialog, go to App Settings and Forms.

2. Enter the Customers tab and turn on the Enable on portal option.

How does Customers and Organization database impact your service?

One of the biggest parts of successful customer service is not just tailoring it to the client's needs, but also being able to maintain a good relationship.

• Customers and Organizations forms allow you to skillfully track information about clients - contract details, key contacts and priority levels are just examples.

• This feature will help you create and share a central database of customer information.

• The support teams can understand deep each of client's needs, assess priority and significantly improve response times.

Where can you find the form?

In order to access the form, go to Apps and select Perspective. In the View section on the left-side, you can go into chosen object. All of the data is showed in a table format which includes the fields you have selected during the form design.

How to personalize the view of the form? - a tutorial

We have also provided an explanation below.

Information about fields in the form

• Fields derived from Jira:

  • User (name)

  • E-mail

  • Project

How to make the best of the Customers and Organizations forms?

1. Switch the order of fields in the table and move the most important aspects to the front: just drag and drop each column.

2. Add information and edit it right in the table - you can do it by clicking the expandable arrows. They are visible once you move the cursors on the release name.

3. Filter the table by, e.g. Position or Time-zone, and don't miss any high priority tickets. Remember to save the view for an easy access.

1. If some data does not need to be shown at the moment, the Fields button gives you the opportunity to hide some of the columns without losing the information. Just click on the toggle to make attributes visible/invisible.

   1. Some of the fields are required and cannot be disabled.

   2. For Customers, that rule applies to 'Name' and 'E-mail' fields.

Many perspectives and just one table? Save your views!

Each adjustment of the form can be saved with the button on the top of the page. In the new window, you can name the view and select to whom it should be available. This way you are making the most of your extensive database without losing time on distracting details.

How does this feature affect the project management process?

The Project form allows you to collect data that is natively scattered across the Jira instance, making project management easier than before.

• Customizable form and view improve project transparency as a whole.

• Adding fields such as 'Project Budget Status" or "Milestone Completion" help you organize the most important and unique aspects of any project.

• The comprehensive database improves transparency on every project detail.

• With already collected information, project managers can quickly assess and make data-driven decision with certainty.

Where can you find the form?

In order to access the form, go to Apps and select Perspective. In the View section on the left-side, you can go into chosen object. All of the data is showed in a table format which includes the fields you have selected during the form design.

Information about the fields in the form:

• Fields derived from Jira:

  • Name (along with project icon)

  • Key

  • Type

How to make the most out of the Project view?

• Switch the order of fields in the table and move the most important aspects to the front: just drag and drop each column.

• Add information and edit it right in the table - you can do it by clicking the expandable arrows. They are visible once you move the cursors on the project name.

• Filter the table by, e.g. Project Owners, remove distractions and quickly gain focus. Remember to save the view for an easy access.

• Less is more, so if you don't need to view some of the data gathered, adjust the fields that are visible, without losing the information.

  • Click on the Fields button turn on/ off the toggle to make attributes visible/invisible.

  • Some of the fields are required and cannot be disabled. Here, that applies to the 'Name' field.

Many perspectives and just one table? Save your views!

Each adjustment of the form can be saved with the button on the top of the page. In the new window, you can name the view and select to whom it should be available. This way you are making the most of your extensive database without losing time on distracting details.

Once the forms for each object have been configured, information will be collected in a table format in Views section.

1. To access your database, go to Apps and select Perspective.

2. In the panel on the left side, you can the switch between objects and view information you would like.

   1. For each of the objects, we have prepared fields collecting custom attributes.

   2. Each table can be modified to your needs, later on saved for your convenience and quick access.

   3. Additionally, selected information can be seen directly on the issue view.

      1. For Customers and Organizations, you can also choose to view the information on the Portal.

We dive deeper into the details in 'Managing Data' section, where we explain each form and how to look into your data right in the issue view. Go into , , , , and to learn more!

1. Click on the Apps in the top navigation, choose Perspective.

2. Click on App Settings in the left panel.

3. Select Asset Access Token and provide credentials.

4. Go to Forms and add a Asset field.

5. Select Object scheme, provide AQL to select assets to display.

   1. You can use AQL to bind assets with customer account. Read more about binding below.

6. Select Display attributes to show.

7. Save the changes.

Bind by User object

In each asset, you can define attribute of type User. You can make a binding between customer and assets by the AQL below. CurrentUser function will be replaced with the customer account ID.

Bind by Object

In each asset, you can define attribute of type Object. It's a reference to another object in Assets. You can make a connection between customer and assets by below AQL. CurrentUser function will be replaced with the customer account ID.

We are committed to improving our security posture. If you would like to know more about company-level security approach, please refer to the Trust Center.

Architecture

Perspective is a Connect app. It’s written in Java in the backend and React in the front end. The app is hosted on Heroku. The app also uses ElasticSearch and RabbitMQ Queues to improve overall performance.

How do the data flows look like?

How do the architectural diagrams look like?

What data does the app process?

We process account IDs, e-mail addresses, display name organization memberships and all data defined within the app.

What data does the app store?

The app in the database stores fields created within the app, including the field’s values provided by agents and customers. The app stores the same in the cache as in the database, plus email addresses and display names.

Where is the data stored?

All data are stored in the Heroku Postgres in the US region.

Which permissions does the app require?

This app requires five permissions:

• Administer the host application

• Administer Jira projects

• Delete data from the host application

• Write data to 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 contact 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, contact us via e-mail .

We're glad that you're here. We've gathered all of the basic information in this knowledge-base, so that you can easily answer some of the questions that are bothering you or solve some of the issues independently.

If you still need help, we are here for you, right at the Support Center.

How does it work?

The app has been fully integrated within Jira and allows the users to gather attributes regarding a variety of objects in one, digestible space. Thanks to the possibility of modification, the users can adjust the view to their needs and fully customize it. Additionally, for easier access, the selected information can be viewed directly on the Issue View or in the Customer Portal, ensuring the delivery of personalized service.

What are the benefits?

• Enhanced transparency

• Better collaboration across teams

• Reduction of bottlenecks in release delivery

• Deeper understanding of client’s needs

What are the features?

• General scope of attributes for: Projects, Releases, Components, Customers and Organizations

• 3 ways of data viewing - table, issue/ticket view and customer portal

• Addition of custom attributes to the form

• Possibility of saving a filter view of the table for easier data access and interpretation

The users can easily view the information gathered right in the issue view. Depending on the project type (software or service one), you have the access to a variety of objects and their attributes.

Additionally, for Customers and Organizations objects you can choose to display the information on the Portal.

How to view specific attributes in the Issue View or Customer Portal?

While designing a form for objects, and customizing them by fields addition, you can click on the field in order to expand it and specify it to your needs. Once expanded, you can choose whether the information, along with the field, will be visible on the Issue View or Portal. If any of the buttons is grey, that indicates thus particular view is turned off.

Where to find the data in the issue?

1. To access the information, go into an issue of your choice.

2. On the right side, among other panels, you will find section Perspective. Click on it in order to expand it.

3. Right at the top of the section, you will find a dropdown menu allowing you to select from objects available in the current project.

1. While viewing customers information, you can also see how many open and closed tickets have been raised by this particular person.

   1. In order to quickly view these issues, click on the Open or Closed buttons. They will directly take you to the overview of the issues with the same reporter.

1. Each data field is editable right in the panel, so you can easily fill-in the missing information.

How can this feature help teams in release management?

The main goal of this form is to become your right-hand man in any release cycle, no matter how complex one.

• The digestible table format brings together the critical information and helps you visualize data such as target release dates, statuses and risk levels

How can you benefit from collecting components' attributes?

In order to access the import and export of the information, go into either Customers or Organizations views. In the top right corner, right above the table, click on the Actions button. There you can find the import and export options.

Data Export

Once in the Actions menu, choose Export to CSV. When the file is ready to download, you will see a download icon in the window.

Data Import

Requirements for the import file

• The separator in the file has to be a comma.

• Duplicates of fields' name are not supported.

  • Example: you cannot import customer or organization details with two separate fields and with the same name.

• The import file contains two types of columns:

Customer and Organization Details Import

Data for Customers and Organizations views can be imported in the two separate CSV files (one for customers, one for organizations). This way, you can also create new details. Each file has to contain the required columns, the custom columns are optional.

Below, you can find tables with required and custom columns, along with example files. Each object has their own required columns that need to be included in the import file.

Required Columns - Customer Details

Required Columns - Organization Details

Custom Columns - Customer and Organization Details

Example Files

Below, we attach examples of import files.

• Example for updating Customer details.

• Example for updating Organizations details.

• Example for creating details for new Customers.

• Example for creating details for new Organizations.

The user can provide mappings for pre-filling fields with values on the Create Issue screen. The screen is triggered by clicking Create Issue in the Customer view.

How to configure this feature?

1. In the top navigation, select Apps and Perspective.

2. In the left panel, choose App Settings and go into Create Issue.

3. Click on Add Mappings in order to select the fields from the add-on and Jira.

How to create an issue?

1. Go into Customers view and navigate your cursor to the customer of your choice.

2. The Create Issue button will show after hovering your cursor over the customer name.

1. Go into Create Issue, select the project and click Create.

2. Create the issue, the mapped fields will be pre-filled.

   1. You can customize which fields will be visible in the window by going into Configure Fields button in the top right corner.

1. Go into Apps and select Perspective.

2. Enter App Settings, which are located on the left-side menu.

3. Select Forms.

4. In each tab, you can edit and customize the form to your needs.

   1. In the menu on the right, we have the list of fields which can be added to the form. The default fields are unique for each object.

   2. Drag and drop the selected field in order to add it to the form.

   3. You can change the field name to your likings.

For Customers and Organizations tab we have included additional options:

1. Click on the toggle, in order to enable/disable the form on the Customer Portal.

2. You can also .

3. Update the dialog name in the Header field. By default, it will be 'Update profile'.

4. Add a short description in order to specify your requirements to the customers.