Use Cases: Advanced Portal Reports - нов формат

Key use cases

🙏 Needs:

One common use case of Advanced Requests Report аdvanced 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 Requests Report аdvanced 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:

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 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 few search screens.

🙏 Needs:

Some customers need to search and filter request lists. They can do this by using the search case customers using JSM portal need A company uses Jira Service Management to manage IT support requests from customers. They needed a better way to control the creation of requests. If there is no active contract customers should be prevented to create tickets. Another requirement is that customers should be able to see the remaining contracted hours.

By enhancing the portal with Advanced Portal Reports, they were able to implement simple contract management solution.

🫤 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 shows 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”.