Problem: Lack of visibility on related or escalated tickets for customers on JSM portal
Many organizations manage their IT service operations through Jira Service Management. Customers can raise incidents, ask for new features or request access to a new service. Without access to linked issues, customers may face several challenges that can impact their ability to track escalated issues or change requests.
When customers are not able to view linked issues in the customer portal, they may struggle to get a complete picture of the status and progress of their requests. This lack of visibility can lead to frustration and confusion, as customers may not understand the relationships between different tasks and the impact they have on their request.
Result: Provide an overview of related issues directly on the portal
Elements Overview empowers Jira Service Management customers by giving them valuable information about what is blocking their tickets or what is related to their request.
Follow the tutorial to implement the solution. It will result in configuring an overview on the customer’s portal displaying out of reach issues such as escalated problems or related change requests.
Have at least one Jira Service Management project configured with portal access
Users that raise requests must be at least customers of the JSM project
Have Elements Overview installed on your instance
1 - Navigate to the JSM project admin and find Elements Overview
You must be a project administrator to configure an overview. Go to your JSM project, click on project settings and find Elements Overview in the apps section.
Click on create new overview.
2 - In the display section, select where you want to display your overview
The first step is to configure the display of your overview. For JSM projects 2 additional options are added under “JSM issue locations”:
Request panel (the right part of a request)
Request details (under portal activity section)
For this use case, we chose Request panel.
Pro-tip: You can use additional display conditions if you want to restrict the display of an overview to issues matching the JQL.
3 - In the Focus section, configure which issues the overview will display
You’ll be prompted to choose between 2 modes:
Dynamic JQL: this mode allows you to configure a JQL filter using, if needed, current issue values to retrieve and display relevant issues
Linked issues: Issues linked to the current issue are proposed, they can be filtered by type or JQL
For example, select Linked issues and select all issues that block the request ticket and are not in the status category “Done”.
4 - In the Content section, configure any field to be displayed
After configuring display and focus, the last step is to configure the card layout:
Headers: A subset of native Jira fields, that can be showed or hidden
Other fields: Any other compatible fields, that will be displayed one after the other
Just click on the headers you want to show or hide (in this example, only Assignee is hidden) and add any field you want. You can reorder them according to their priority.