This way, the client contacts an agent directly and can solve the problem immediately. If there’s a critical situation and the customer can’t wait a couple more hours for the request to be done, then they can use the number provided in the Active Directory User Attributes field. For example, we can define that our customer sees the assignee when the request is In Progress or Done. Additionally, we can grab the assignee’s contact details from our LDAP server using Active Directory Attributes Sync app and show them as well in a custom field displayed in the side column of the request. As we configure the Active Directory field, we can set such fields as a Mobile number, Email, Company and Department to enable the clients to connect with an agent in a way other than the Service Desk. Open the JIRA web application/site in your browser and navigate to Issues (in header) > Search for issues, then enter your search criteria. It’s a solution that may help us add some elements to the Request Detail View, such as showing assignee on the requests with specific statuses. When we were customizing the Help Center and Request Form, we became familiar with Extension for Jira Service Management. In effect, it takes too much of their time and effort, making them frustrated and unhappy. So, the client goes back to the service desk, chooses the same request type, and fills the request form once again. Moreover, they have no way of contacting an agent, because there are no contact details available on the Customer Portal. Also, they have no idea, that maybe they need to comment on the resolved request because admins of the Help Center set automation rules that enable reopening request on a comment. Just imagine that our customer wants to reopen their request for some reason, but there’s no appropriate button or link to do such action on the request view. Of course, they can provide missing information in a comment, but people are used to communicating with support teams via email because they see it as a safer way of passing on the important messages. Simple editing or option to give feedback may have a great effect on the user experience. Changing only the workflow statuses visible on the request view won’t We need to give the customers some control over the request on the detail view. Changing only the workflow statuses visible on the request view won’t enable it. The first thing to remember is the customers want to cooperate with us. This way, the statuses on the Request Detail View will be suitable for the request type the client is using. featuring templates for customer journey mapping, design sprints, prioritization. Or when the customers raise a request to book a room, they will see Booking requestedstatus instead of Open or Booked when the request is done. Keep your distributed team connected with Miro + Atlassian integration. For example, when we have the same request types in 2 different languages and want our statuses to be understandable in both. Of course we can create custom statuses in the workflow editor, but then their names will be restricted to the issue type, and sometimes we will need them to differ for actual request types. To do it, we need to go to Request Types in Project Settings, choose Edit fields of the request we want to modify, and click the Workflow Statuses tab. Just like we provided display names for fields on the request form, we can name each workflow status on a given request type. Is there a way to just use bearer authentication with JRJC ?Į.g.The only out-of-the-box customization we can do natively in Jira Service Management is to change the names of workflow statuses visible for the customer. It seems to be this must use Basic Authentication (based on ), however, we're moving to use PAT and stop using basic authentication for our Jira.
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