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.

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

• Improved SLAs

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

• Possibility of making edits directly in the table

• Automated filling of customer data while creating a ticket

• Creation of the pre-filled ticket from the level of table in Customers and Organizations objects

• Import and export of the data for Customers and Organization objects

• Global permissions to browse or edit the data

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.

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.

4. Click on the toggle for chosen object in order to disable or enable the data collection.

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.

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.

• As the view of the table may be adjusted to individual requirements and later on saved, the users can prioritize more effectively.

• Thanks to storing information in one space, each team-member is on the same page, improving team-coordination.

• Overall the knowledge base allows the teams to plan better, avoid previous hardships and reach the end-goal: delivering features faster.

Where can you find your right-hand man?

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:

  • Version (with link to the release view under specific project)

  • Project (name with issue key and an avatar)

  • Status

    • Released

    • Unreleased

    • Archived

  • Progress

    • Showing the number of issues under each status: To do, In progress and Done

  • Start date

  • Release date

  • Description

• Fields provided by the add-on:

  • Owner

  • Release phase

• The search bar works based on Release Name

How to make the most out of the Release 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.

  • The Filter button on top of the table allows you to select your own view of the information in the table. You can add multiple filters.

• 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.

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.

Track Multiple Projects and Keep Up the Pace

In project management, there's no time to lose track of any plans and responsibilities. Thanks to a better project, component and release oversight, managers can easily track progress and make sure that team's actions align with set goals. With an organized and transparent database, staying ahead of risks is not as difficult anymore.

Plan and Coordinate Releases With Ease

Complex release cycles can get better of any team-member. By collecting critical information, such as "Release Date" or "Release Status", in a simple format, gaining a comprehensive view of the requirements and priorities becomes a child's play. As teams filter the releases and adjust their views, the coordination between them gets smoother, bottlenecks are reduced and the release plans get even more strategic.

Help Your Team Embrace Accountability and Define Clear Ownership

Sometimes, the fast-paced work is any team's enemy. Losing track of who is responsible for a specific project, release or components, along with the following search of contact point, slows everyone down and makes them lose momentum. The add-on allows the users to clearly define the 'Owners', or any other custom fields needed. The possibility of setting up views and filters, ensures that the communication between team-members and accountability are a piece of cake.

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

  • Lead (displaying name with an avatar)

  • Category

  • Project URL

  • Description

  • Status

• Fields provided by the add-on:

  • Stakeholders

  • Budget

• The search bar works based on Name and Project Key.

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.

  • The Filter button on top of the table allows you to select your own view of the information in the table. You can add multiple filters.

• 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.

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.

      1. The same field types can be added multiple times, however they do need to have a unique name.

   4. Each field can also be translated to a variety of languages.

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 decide when the customers will be asked to fill-in the form.

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.

5. Specify who will be able to edit the field - all users and customers or only agents.

6. For each field added to the form, you can decide if this information will be also visible on the Issue View or the Customer Portal.

7. Each field can also be translated to a variety of languages.

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.

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

  • Requests

  • Organizations

• Fields provided by the add-on:

  • Telephone

  • Position

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.

4. The Filter button on top of the table allows you to select your own view of the information in the table. You can add multiple filters.

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.

   3. For Organizations, this will be the 'Organization's 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.

How can you benefit from collecting components' attributes?

Components are a vital part of any project, as they divide it into bite-size section. However, along with the number of projects, the amount of components grows even faster.

• The form provides an informative overview, which is adjustable to the current requirements.

• This feature will allow you to get a grip of component-chaos and highlight the most important aspects.

• You can easily gain an insight into your team-members workload, by collecting and viewing data such as "Lead", "Assignee" and "Issue Number".

• The database helps you delegate tasks with confidence, without a risk of overwhelming anyone.

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:

  • Component

  • Component lead (display of users name with his photo)

  • Project (name with issue key and an avatar)

  • Description

  • Default assignee

    • Component lead

    • Project Default

    • Project Lead

    • Unassigned

  • Issues

    • Number of issues

• Fields provided by the add-on:

  • Version

How to make components work for you?

• 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 release name.

• Filter the table by, e.g. Assignee or Number of Issues, and have an outlook of your team's workload. Remember to save the view for an easy access.

  • The Filter button on top of the table allows you to select your own view of the information in the table. You can add multiple filters.

• 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 'Component' 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.

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.

2. Click on the profile photo in the right top corner.

3. Select Account and go into Profile.

1. Scroll to the Additional information tab and click on the value which you would like to edit.

1. Make necessary edits and complete the form with updated data.

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.

How to add the post-function?

1. Go into the workflow you would like to update and click Edit.

2. Click on the transition in order to add the post-function.

3. The available settings depend on the workflow mode:

Diagram view:

a. Open Post Functions setting in the right-side menu.

Text view:

a. Go to the Post Functions tab.

1. Click Add a Post Function and select Perspective - Copy Values post-function.

1. Click on Add and continue the configuration:

   1. Go into Add mapping.

   2. Select Jira custom field which will be the source and a Perspective field which will be the target.

   3. By default, the post-function copies the values from app fields to custom fields. If you would like to copy values in an opposite direction, click on the arrow between the fields in the mapping section.

   4. To restrict the post-function execution for selected request types:

      1. Click on the Show conditions section and select Project and Request Types for which the post function should not work.

   5. To debug the post-function:

      1. Click on Add a comment to the issye about problems with post function execution. This will allow you to see which problems occur during the process.

1. Click on Add to save the changes made.

   1. Remember that the changes in the workflow need to be published in order for them to be properly executed.

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

• 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?

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:

  • Required - listed in the sections below.

  • Custom - dependent on your configuration.

• The required columns have to remain in the file, along with their order. This applies even if you don't need them.

• The file has to be saved in the UTF-8 encoding.

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.

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.

How to create a token?

1. Click on the Apps icon in the top navigation and go into Explore more apps.

2. Under Perspective section, select Tokens.

3. Click Generate and later on Copy token.

How to authenticate a request in Postman

To properly authenticate the request using Postman, choose the Authorization type called Bearer Token. Define a header "Authorization" with the token generated in our app. It should have the following format:

Authorization: Bearer {{generated_token_from_the_app}}

How to delete all tokens?

1. Click on the Apps icon in the top navigation and go into Explore more apps.

2. Under Perspective section, select Tokens.

3. Click Revoke all tokens.

REST API Methods

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. For business and software projects, you can choose between Projects, Components and Releases attributes.

   2. For service projects, you can additionally access Customers and Organizations data.

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.

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.

   1. The dropdown menus allow you to select customer details selected in Perspective fields and assign them to the Jira fields, visible in the Create Issue window.

4. Click the Save button in order to add the mapping.

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.

   2. If the field of choice is not listed, you can go into Where's my field section and add the details.

3. With all of the data filled in, click on the Create button. The issue will be added to the project you have selected earlier.

   1. If you need to create multiple issues for one customer, tick off Create another button. It can be found right next to the Create button, at the bottom of the window.

   2. Once selected, just go on with creating issues - the window will not close. You will be informed that the issues are successfully added to the project in the pop up announcement, at the top of the window.

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.

3. The dropdown field Display fill data info dialog for customer allows you to select the options described below.