Incident Insights Panel

How to share broader context of the incident with service agents? Find out below.

Incident Insights Panel is a feature that gathers all of the necessary information in one space, right in the JSM's ticket view.

1. In order to access it, just go into selected request and scroll down. The Panel will be on the right side of your screen.

2. You can view following information:

   1. Number of attachments

   2. Number of comments, divided into public and internal ones

   3. Number of issue participants.

   4. Amount of linked issues

   5. The latest status

   6. All of the reporter's requests

   7. Time spent in each status

Configuration

You can decide whether the Panel will be visible in the Project you are working in and which fields will be included within the summary itself.

1. In your project, go to Project Settings. Scroll down to Apps and select Merge Issues.

1. Once you are in the Project Configuration window, in the section Incident Summary Panel, you can modify the Panel to your needs.

   1. Tick off the box "Show panel on the issue view" if you don't want it to be visible. By default, this box is marked.

   2. Select the information you would like to display in the Panel by expanding the dropdown menu and clicking on the fields that interest you.