Incident banners
Discover how to create incident banners right from ticket view. Act fast and stay ahead - inform customers and prevent Jira duplicates.
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
Incident banners are created right in Jira's ticket view and displayed in the customer portal from this project.
How to create an incident banner?
Incident banners can be created by service desk agents, project admins, and global admins.
Steps 🐾
Open an issue in a service project.
Go to the Incident banners panel - on the right side, under issue details.
Expand the view with a drop-down arrow and click "+ Add banner".
Set the internal name (only for internal use) and content displayed on the customer portal.
You can customize the text with text formatting options, links, or bullet lists. Make it easy to read and include relevant links.
Save the banner.
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.
You can create more than one incident banner. The newest or the latest edits will be displayed from the top of the customer portal.
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.
Announcement banners can be scheduled, created in HTML, and set up for certain request types or groups only. You need global admin permissions to create announcement banners, which can be configured from the "Manage apps" panel.
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