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. Use cases are complemented with a lot of screen shots - to help you quickly grasp them.
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 Features
1️⃣ Advanced Requests Report
Using Advanced Requests Report the Portal can be extended to show needed fields on request’s page and requests list.
In the requests lists Customers can:
view additional fields (standard and custom). See APR Supported Fields.
save filters as saved views
export requests as csv or excel
2️⃣ 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.
Administrators can:
save filters as global views, so that customers can directly start using them
control which for projects is enabled “Advanced Portal Reports”
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
🫤 Pain points
Pain points which Advanced Portal Reports address:
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 ad columns on requests list
Portal lack needed features to work with requests such as - filter, sort, export
Portal lack reporting and features allowing customers to analyze the performance
Key use cases
Exposing SLA fields to Portal customers
🙏 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
SLA on request’s page
SLA as column and filter in requests list
Extending Portal with powerful search
🙏 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.
Speed JSM adoption with pre-configured Portal lists - fields, columns and filters
🙏 Needs:
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”.
