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 |
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. |
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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
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For more configuration details see the documentation |
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 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 |
🖥️ 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:
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See below a few search screens. |
🖥️ What Portal customer and Administrators sees:
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Speed JSM adoption with pre-configured Portal lists - fields, columns and filtersExtending 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, |
🫤 Pain points:
A way to prevent ticket creation, if certain criteria is met
A way to inform customers about the status of their contract
Solution:
For each customers is created a separate Jira Service Management project. Inside this project, is created a special issue - so called “contract issue”. A Jira issue, issue type “Contract” with custom fields which define the support contract. For example contract start/end dates, type of contract, pre-paid hours, etc. The “contract issue” does not have a request type and is not visible on the out-of-the-box portal. Can not be changed by customers via the portal.
With Advanced Portal Reports they are able to:
Display the “contract issue” at the portal - so the customer has visibility to the contract status and remaining hours, by showing on Portal issues without request types.
Display info on the request page about request estimates and remaining support contract days, which is stored in custom fields.
In addition they use automations for creating a complete contract management solution:
Automations update the status of the contract issue based on consumed hours, dates and other conditions.
Automations prevent customers from creating new requests, once there is no active contract (workflow validator)
Automations send notifications to customers before their support contracts expire.
In this way by using Advanced Portal Reports and automations they were able to implement a contract management 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
FixVersion
Planned Start
Planned End
Linked Issues
2) Configured Requests View to show needed fields on requests page.
FixVersion
Planned Start
Planned End
Linked Issues
3) Configured Global Views, for saved filters which customer can open on the Portal:
“Release Q1 2024” which showsusers 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
this release”. The business can export the list and use it for UAT preparation.“Support Requests due insufficient Training - 2024” which shows all requests created since beginning of 2024, with “Classification” custom field = “Training”.
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Ability to use saved filters - defined by customers on the Portal |
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