Use Cases: Advanced Portal Reports - нов формат

Key use cases

🙏 Needs:

One common use case of Advanced 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 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:

Companies often need to expose standard/ custom fields on the Portal. This provides better visibility to customers and allows them to self-service, which reduces the overhead of agents.

🫤 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 requests list. See 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 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 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.