Page Comparison

Target Audience

Advanced 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.

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:

• Lack of ability to view

• an SLA on request’s page

• Lack of ability to view

• an SLA as a column in

• requests list

• Lack of ability to filter by SLA the

• requests list

• Lack of ability to sort by SLA the

• requests list

Solution:

Using Advanced

Requests 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

Portal with

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:

• 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 a few search screens.

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:

• Wasting time on repetitive searches

Solution:

To meet customer’s needs the administrator has used Advanced Requests Report.