Page Comparison

Key use cases

🙏 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

🙏 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 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.

🙏 Needs:

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pre-defined tables = project B = use other fields

Company uses A company builds websites. They use JSM to track support requests related to their Web sites. They have extended Jira with the following fields:

for the websites they create. They added these fields to Jira:

• “Site” = drop-down to select impacted site

• “Category”

• “Revised Priority”

Customers create tickets in the same JSM project.

The admin have configured “Site Support” service project, as:

• (set during ticket creation)

• “Classification” = drop-down list with options such as “Technical issue, Data issue, Training, Feature request” (set during first triage)

• “Contract” = drop-down list with contracts, which cover the cost of service request implementation (set during first triage)

Customers generate tickets within their individual JSM projects. These tickets are initiated by the purchasing company, not the end users of the site.

🫤 Pain points:

• Customers lack visibility into additional details like classification and contract settings determined by support. They require this visibility to analyze whether support requests come from inadequate training or site quality. Furthermore, they need clarity on which requests are covered by specific contracts.

Solution:

To meet customer needs the admin have:

1) configured the Advanced Requests Report to show needed columns on request list.

• Reference (Key)

• Summary

• Assignee

• Status

• Priority

• Due Date / SLA

• “Site” custom field

• “Client” “Classification” custom field

• “Revised Priority” “Contract” custom field

On the 2) Configured Requests View to show needed fields on requests page added.

• Due Date / SLA

• “Client” “Site” custom field

• “Revised Priority” custom field

The admin have configured project “Feature Requests”

• Reference (Key)

• Summary

• Priority

• Status

• Sprint/Release

• Environment

• Resolution

The admin have configured project “Feature Requests”

• Reference (Key)

• Request Type

• Reporter

• Type of system

• Error Number

• Summary

• Assignee

wants to provide visibility to Open Incidents to their customers, so that customers are aware of current status of systems.

Global view “Open Incidents of Key systems” + custom field “asset” = which system + SLA + linked issues/ planned fix ?

Columns:

• Key

• Summary

• Affected System (Asset)

• SLA

• Linked Issues

All requests that I have permission to view

🫤 Pain points:

• Limited ability to search for requests on the Portal

Solution:

Using Advanced Requests Report аdvanced Portal Reports 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 “Classification” custom field

• “Contract” custom field

3) Configured Global Views, for saved filters which customer can open on the Portal:

• “Contract - 2024 site support” which shows all requests created since beginning of 2024, with “Contract” custom field = “Contract - 2024 site support”. The customer can export the list and use this as reporting.

• “Support Requests due insufficient Training - 2024” which shows all requests created since beginning of 2024, with “Classification” custom field = “Training”.

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