This information can be used as a self-learning resource to understand who an ideal customer fit is and the value-add that Advanced Portal Reports brings to your customers.
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Target Audience
Advanced Portal Reports is build for companies using Jira Service management who need to support more complex scenarios of Portal usage. Advanced Portal Reports works well for companies of any size - both small entities and enterprise customers use it to deliver better visibility into Jira’s data at the Portal.
Key use cases
Extend the Portal with custom/ standard fields
🙏 Needs:
A company uses JSM to manage customer requests. They have extended Jira with standard and custom fields and need to be expose these fields in the Portal. Portal users should be able to view and search by these fields.
🫤 Pain points:
Lack of ability to view a custom field as a column in request list
Lack of ability to view a custom field on request’s page
Solution:
Using Advanced Portal Reports you can add a standard or custom fields on the Portal:
on request’s page
as a column in request list
as a filter
Supporter fields here - APR Supported Fields
Find requests by ID
🙏 Needs:
A company uses JSM to manage customer requests. Many of their requests have external ID coming from another system. The ID is stored in custom field of type Number. The Portal users should be able to view and search by external ID.
For example if a company uses Service Now and some of Service Now requests reach Jira as tickets. In Jira tickets is stored the Service Now reference ID. Then Portal users need to fetch a ticket from Jira using Service Now reference ID.
🫤 Pain points:
Lack of ability to view a custom field on request’s page
Lack of ability to search by custom field
Solution:
Using Advanced Portal Reports you can add the reference ID field:
on request’s page
as a column in request list
as a filter
Customers can use the filter to find
Да питам Ели отново за търсенето - дали те търсена в текстово поле тези IDs,
Supporter fields here - APR Supported Fields
🙏 Needs:
Ability to search by custom field
Ability to show a custom field on request page
🫤 Pain points:
Lack of custom fields as columns
Lack of searching by custom field
Wasting time in scrolling pages to find requests
Sorted lists
🙏 Needs:
Ability to order the request’s list based on a field such as priority or any other standard or custom field
🫤 Pain points:
Lack of custom fields as columns
Lack of sorting in portal
Wasting time in manual scroll and sort of the list
Visibility to SLA about to breach
🙏 Needs:
Ability to monitor the SLAs and be able to undertake preventive actions on time
🫤 Pain points:
Lack of SLA fields as columns
Lack of SLA fields at request’s page
Lack of searching by SLA to breach
Wasting time to get needed information via other channel/ process