↓↑ 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 Report

Using the Advanced Report on the Portal can be extended to show a full table list of requests and selected additional fields on a single request.

In the requests lists Customers can:

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

• 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 the Advanced 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 Report on 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 → ↑↑ Supported Fields: APR

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 the Advanced 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.

• 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 the Advanced Report.

Using Portal for Idea and Request Collection

Needs:

Some companies leverage their Jira Service Management portal not only for incidents and service requests, but also as an entry point for collecting improvement ideas and internal “IT project” requests.

One large banking customer, for example, used this approach to open idea submission to over 5000 employees without requiring additional Jira licenses. This helped them create a single entry point for all IT project requests, fully managed by the IT department.

Pain points:

• No structured place for idea submission

• Lack of visibility for idea status and progress

• No visibility between idea backlogs of different teams

• Difficult tracking from idea to delivery

Solution:

Using the Advanced Report, the Portal can be configured to collect new ideas alongside standard requests. Each idea can later be extended with business justification, ROI estimation, and priority ranking. Approved ideas are converted into software implementation projects that are managed in Jira and automatically synchronized with the original ideas. In that way the reporters have status and progress visibility from idea till final delivery.