The information in this page can be used to quickly see the main use cases that can be implemented with Advanced Portal Reports. It shows the main features into perspective of specific requirements. Use cases are complemented with a lot of screen shots - to help you quickly grasp them.
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Target AudienceAdvanced 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. |
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Key Features1️⃣ Advanced Requests Report Using Advanced Requests Report the Portal can be extended to show needed fields on request’s page and requests list. In the requests lists Customers can:
2️⃣ Created vs Resolved chart Using Created vs Resolved chart customers can analyze the speed of creating requests vs the speed of completing requests. By comparing the number of issues created with the number of issues resolved, users get insights into whether the support team is able to handle the volume of incoming work effectively. Administrators can:
For more configuration details see the documentation - https://tools4teams.atlassian.net/wiki/spaces/APRFJSM/pages/1507885092/Configure+Advanced+Portal+Reports |
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🫤 Pain pointsPain points which Advanced Portal Reports address:
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Key use cases
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Exposing SLA fields to Portal customers |
🙏 Needs:
One common use case of Advanced Requests Report аdvanced Portal Reports is to show SLA fields on the Portal. Usually companies want to expose fields such as “Time to first response” and “Time to resolution” at the Portal and allow customers to view, search and sort by SLA fields.
🫤 Pain points:
Lack of ability to view a SLA on request’s page
Lack of ability to view a SLA as a column in request list
Lack of ability to filter by SLA the request list
Lack of ability to sort by SLA the request list
Solution:
Using Advanced Requests Report аdvanced Portal Reports the Portal may be extended to show SLA fields in both locations - request’s page and requests list.
This will enable Customers to view the SLAs at both on request’s page and in the requests lists - where they could sort the requests list by SLA and use it as a filter.
See full list of supporter fields here - APR Supported Fields
SLA on request’s page
SLA as column and filter in requests list
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| Extending the Portal with custom/ standard fields
🙏 Needs:
Companies often need to expose standard/ custom fields on the Portal. This provides better visibility to customers and allows them to self-service, which reduces the overhead of agents.
🫤 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 the Portal can be extended to show needed fields on request’s page and requests list. See supporter fields here - APR Supported Fields.
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More powerful search needed |
🙏 Needs:
In some cases customers need to be able to search by values stored somewhere in a text fields. For example a text in the description, or a value stored in custom text fields such as “External Reference ID” custom field. They want to be able to do exact match and partial match. In other cases customer need to be able to search by reporter, by custom field or SLA.
🫤 Pain points:
Limited ability to search for requests on the Portal
Solution:
Using Advanced Portal Reports Requests Report customers can search requests:
by text (JQL text~). By default the search result returns both exact and partial matches in any text field. Text search is limited by the functionalities of the underlying Jira and JQL. For more information refer to the documentation - https://tools4teams.atlassian.net/wiki/spaces/APRFJSM/pages/1545109693/Search+for+requests
by SLA
by custom fields added as columns - see here more details https://tools4teams.atlassian.net/wiki/spaces/APRFJSM/pages/1509097598/Filtering
See below few search screens.
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Ability tosearch in any text field (free text search) |
🙏 Needs:
A company uses JSM to manage customer requests.
The Portal users should be able to .
🫤 Pain points:
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
Ability to use saved filters - defined by administrator |
🙏 Needs:
A company uses JSM to manage customer requests.
Company wants to provide visibility to Open Incidents to their customers, so that customers are aware of current status of systems.
Global filter “Open Incidents of Key systems” + custom field “asset” = which system + SLA + linked issues/ planned fix ?
🫤 Pain points:
Limited ability to search for requests on the Portal
Solution:
Using Advanced Requests Report аdvanced Portal Reports
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
Thecustomers can search requests:
by text (JQL text~). By default the search result returns both exact and partial matches in any text field. Text search is limited by the functionalities of the underlying Jira and JQL. For more information refer to the
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Ability to use saved filters - defined by customers on the |
🙏 Needs:
A company uses JSM to manage customer requests.
Portal |
🫤 Pain points:
Solution:
Using Advanced Portal Reports you can add the reference ID field:
on request’s pageas 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
🫤 Pain points:
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| Panel | ||
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Ability to analyze trends of created vs resolved (speed of creation vs speed of closure) |
🙏 Needs:
A company uses JSM to manage customer requests.
The Portal users should be able to .