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.
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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 |
built for companies using Jira Service management who need to support more complex scenarios of Portal usage. Advanced Portal Reports works |
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
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Extending 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 at 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
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Enabling search of requests by external reference 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: a company uses Service Now to track customer requests. Some of Service Now requests are also created as Jira 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
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Ability to monitor requests sorted by priority |
🙏 Needs:
A company uses JSM to manage customer requests.
The Portal users should be able to …
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
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
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Ability to monitor Time to resolution (SLA) |
🙏 Needs:
A company uses JSM to manage customer requests.
The Portal users should be able to .
Ability to monitor the SLAs and be able to undertake preventive actions on time| Table of Contents | ||||||||||||
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Key Features
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Advanced Requests Report Using Advanced Requests Report the Portal can be extended to show needed fields on request’s page and in a requests list. In the requests lists Customers can:
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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. |
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JSM Administrator
For more configuration details see the documentation → https://tools4teams.atlassian.net/wiki/spaces/APRFJSM/pages/1507885092/Configure+Advanced+Portal+Reports |
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🫤 Portal pain pointsPain points which Advanced Portal Reports addresses:
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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 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:
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Using Advanced |
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
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Ability to search 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
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Ability to use saved filters - defined by administrator |
🙏 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
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Ability to use saved filters - defined by customers on the Portal |
🙏 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
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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 .
🫤 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 FieldsRequests Report 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 the 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 below → APR Supported Fields |
🖥️ What Portal customer and Administrators sees:
SLA on request’s page
SLA as column and filter in requests list
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Extending Portal with powerful search🙏 Needs: In some cases customers need to be able to search by values stored somewhere in a text field. 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 or partial match. In other cases customers need to be able to search by reporter, by custom field or SLA. 🫤 Pain points:
Using Advanced Requests Report customers can search requests:
See below a few search screens. |
🖥️ What Portal customer and Administrators sees:
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Extending Portal with Global Views (Pre-configured filters)🙏 Needs: In certain Jira implementations, the 'FixVersion' field is utilized to track deliveries. For example, a company may expose its JSM Portal to internal business units, allowing them to create change requests. These requests are then planned for implementation using the 'FixVersion' field. To monitor the status of a release, Portal users navigate to the Portal and conduct a search for all tickets associated with a specific release ('FixVersion'). However, users must repeat this search each time they wish to view the status of a release. By enhancing the portal with Advanced Portal Reports, users can save their filter and reuse it to easily check the status of a release. The portal users can export the list and use it for UAT preparation. If they have questions in regards to the implementation they can see the assignee. 🫤 Pain points:
To meet customer’s needs the administrator has used Advanced Requests Report. |
🖥️ What Portal customer and Administrators sees:
1️⃣ Configured the Advanced Requests Report to show FixVersion as a column in the requests list.
2️⃣ Configured Requests View to show FixVersion field on 'the requests page.
3️⃣ Created a Global View showing all requests which will be delivered with Q1 release. To create the global view the administrator opened Advanced Requests Report and filtered the table by “FixVersion” = Q1, then saved this filter as a global view “Release Q1 2024”. Once created by the administrator a global view becomes available to all customers in this JSM project.
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