Use Cases: Advanced Portal Reports

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.

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:

• view additional fields (standard and custom). See APR Supported Fields.

• search and sort by supported fields

• save filters as saved views

• export requests as .csv or .excel

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.

JSM Administrator

• save filters as global views, so that customers can directly start using them

• control which projects “Advanced Portal Reports” is enabled for

• control the “access point” and its text

• control which fields to be added, and their order as columns

• control access to advanced features

For more configuration details see the documentation → https://tools4teams.atlassian.net/wiki/spaces/APRFJSM/pages/1507885092/Configure+Advanced+Portal+Reports

🫤 Portal pain points

Pain points which Advanced Portal Reports addresses:

• Portal is too limited and can not be customized to show custom fields on request’s page

• Portal is too limited and can not be customized to show custom fields and columns on requests list

• Portal lacks needed features to work with requests such as - filter, sort, export

• Portal lacks reporting features allowing customers to analyze the performance

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

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:

• 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.