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.
Target Audience
Advanced 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.
Key use cases
Exposing SLA fields to Portal customers
🙏 Needs:
One common use case that companies uses Advanced Portal reports is to show SLA fields on the Portal. Usually they 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 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 supporter fields here - APR Supported Fields
SLA on request’s page
SLA as column and filter in requests list
Extending the Portal with custom/ standard fields
🙏 Needs:
A company wants to expose standard/ custom 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 the Portal can be extended to show needed fields on request’s page and as a column in request list.
See supporter fields here - APR Supported Fields
Ability to monitor Time to resolution (SLA)
🙏 Needs:
A company uses JSM to manage customer requests. They want to expose Service Level Agreement fields at the portal and better manage customer’s expectation when requests will be completed.
The Portal users should be able to see these SLAs and search requests by them:
Time to first response
Time to resolution
🫤 Pain points:
Lack of SLA fields as columns
Lack of SLA fields at request’s page
Lack of searching by SLA to breach
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 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
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
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
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 Fields