Extension

for Jira Service Management

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Your Customer Portal at maximum utility

Customize Jira Service Management projects and Customer Portals flexibly. Spoil your customers with a smooth service process thanks to our feature bundle.

Customers satisfied with Extension for Jira Service Management

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Benefits

Benefits visible in a flash


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Less manual work for admins

Control what your customers and employees see. Define groups with access to specific portal areas. Benefit from improved Jira Service Management Customer Portal customization.

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Self-service simplified to the max

Details needed by your customers are where expected. Add external links and enjoy a clear page division.

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Organized Customer Portal

Users get valuable data and enjoy a streamlined request sending process within Jira Service Management Customer Portal. Your support team saves time on informing customers.

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Higher customer satisfaction

Problem? Your support team doesn’t need to solve it manually. Provide your customers with ready-and-waiting tips and tricks to improve user experience.

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Streamlined work of support team

Ensure top customer service even after hours. Your agents use clear request forms and save time for solving complex tasks.

Functionalities

Features bringing customer service to a whole new level

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Dynamic Forms

Create conditions that will affect the fields visible at setting up requests and displayed to your users. Adjust them to target groups with Jira Service Management Dynamic Forms.

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Bundled Fields

Merge custom fields into one chart displayed in the request form. Use checkboxes, select lists, and other field types.

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Advanced access granting

Flexibly manage Jira Service Management Customer Portal permissions. Define which user groups will have access to the Customer Portal and specific request types.

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Request details

Show your customers full details of specific requests, including attachments and links to related Jira issues.

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External links

Make information accessible. Add links to documentation and knowledge bases as well as other external sources that might help your customers.

Applications integrating with your Extension for Jira Service Management

Apps icon Queues for Jira Service Management
Apps icon Actions for Jira Service Management
Apps icon My Requests Extension for Jira Service Management
Apps icon Theme Extension for Jira Service Management
Apps icon Translation for Jira Service Management
Apps icon Issue Templates for Jira
Apps icon Dynamic Forms for Jira
Apps icon Active Directory Attributes Sync
Apps icon Issue Sync for Jira

Get 30 days for free

Try out Extension for Jira Service Management for free in your company. Test, configure, discover its value.

testimonials

They value Extension for Jira Service Management

We have found this plugin very useful. It has really filled a gap in Jira Service Desk and made it a viable solution for our business, in particular the dynamic forms. From experience the support team are quick to respond and very useful.
Jonathan Barnes
One of, if not the best, app for Jira. Our customer-facing portal would be useless without Deviniti’s tools. My entire company loves their products and we’ve baked dynamic and/or bundled fields into every issue we create.
Joe Massi
This is the number one must-have addon for Jira ServiceDesk! It allows you to hide or show any UI elements that you would care about showing. Highly recommended!
Felix Eichma
It’s come leaps and bounds from when we first started using it. But I would now consider this an essential add-on to any JSD installation. We use pretty much all the features this provides.
Sam Clusker
This app is Gold! Thanks, Deviniti for introducing this app a couple of years ago! For many of our JSD deployments, Extension for JSD has answered many questions or business cases.
Justin Alex

Learn more

Extension for Jira Service Management

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Blog

Spoil your customers with a smooth service process thanks to our Extension for Jira Service Management! Do you want to know how to work with your Jira Service Management to get the best results?
Read the blog
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Documentation

Extension for Jira Service Management provides extensive customization of Help Center to boost customer satisfaction. What does the application lets you do?
Read the documentation
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Video

Extension for Jira Service Management is the ultimate feature package that focuses on flexible customization of Jira Service Management to take customer experience to the next level.
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Contact our consultant

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Michał Żurkowski

Head of Sales | Atlassian

Our consultant is at your disposal from 9 AM to 5 PM CET working days from Monday to Friday for any additional questions.

FAQ

Extension for Jira Service Management: Common questions and troubleshooting

  • Is data stored by Extension for Jira Service Management Cloud?

    The Extension for Jira Service Management Cloud does not store company data. The app only handles Dynamic Forms and Request Detail View configurations during Jira communication with the app’s server. This includes field IDs, help text, display names, conditions, and validators. Data storage complies with the cloud service provider’s policies, as outlined in the app provider’s privacy policy and terms of service.

  • How to enable an Extension for Jira Service Management after the update (Data Center)?
    1. Shut down Jira.
    2. Delete directories: JIRA_HOME/plugins/.bundled-plugins and JIRA_HOME/plugins/.osgi-plugins.
    3. Restart Jira to recreate plugin cache.
  • Why does the automation fail with the “Issue created” trigger in Jira Service Management?

    The automation rule triggered by the “Issue created” event may fail due to timing issues, permissions, conflicting rules/conditions, or app compatibility. Fields configured in Dynamic Forms are not immediately set when an issue is created, which affects the “Issue created” trigger. To resolve this, consider using the Time in Status trigger with a 1-minute delay to allow Dynamic Forms to update the issue before the rule executes. Additionally, utilize other rules like “Issue updated with Issue fields” or JQL conditions for specific status-based executions.

  • How to resolve app functionality issues caused by firewall restrictions?

    If the app’s functionality is affected by firewall restrictions, follow these steps to resolve the issue:

    1. Whitelist the provided address:
    2. Whitelist the following IP addresses:
      • Domain Name Server IP: 54.224.34.30
      • Domain Name Server IP: 34.201.81.34
      • Domain Name Server IP: 54.208.186.182
      • Domain Name Server IP: 54.243.129.215
    3. Consider opening ports 80 and 443 for further firewall configuration needs.

    By allowing access to these addresses and ports, the application should function seamlessly without any issues.

  • How to display Bundled Fields in email notifications (Data Center)?
    1. Access Jira Settings → Issues → Field Configurations.
    2. Select the relevant Field Configuration Scheme and click on Configure.
    3. Pick the Bundled Field you want to showcase in email notifications and click on the “renderers” button on the right side.
    4. Change the “Default Text Renderer” to the “Bundled Fields Renderer” option and click “Update.”
    5. Confirm your decision by clicking “Update” on the prompt.
    6. Email notifications will now accurately present Bundled Fields.

    Remember to set up the renderer for each Bundled Field used in different projects as needed.

  • How can I display Bundled Fields in a Confluence macro?
    1. Establish a connection between Jira and Confluence through Application Links.
    2. Ensure you have an existing filter in Jira containing the relevant issues with Bundled Fields to be displayed in Confluence.
    3. Register a new external gadget in Confluence. Access Confluence administration, go to General configuration, and locate the External Gadgets section. In the Gadget Feeds tab, locate the Gadget Feed URL field and enter the Jira link.
    4. Navigate to the desired Confluence space and locate the specific page where you want to display issue data.
    5. Click the “+” icon and select the Other macros option.
    6. Find the Filter Results gadget in the macro settings under the External content section.
    7. Configure the macro by adjusting the width to 100% and adding the Bundled Fields custom field to the list of displayed fields.
    8. Save the modifications and choose ‘Add’ to insert the macro.
  • How can I display formatted content in the Rich Text custom field on the request details view?
    1. Ensure correct configuration and mapping of the Rich Text field to the request details display.
    2. Activate the Rich Text Renderer for the specific field within the project settings’ fields configuration.
    3. Go to the project settings, access the Fields configuration section, and click on the Edit fields button from the Actions dropdown.
    4. Locate the Rich Text custom field in the list and click on the Renderers link in the right column.
    5. Make the necessary modifications and click the “Update” button on the confirmation page to save the changes.
  • Why can’t I move fields configured in Dynamic Forms to the top of the request form in Extension for Jira Service Management Cloud?

    In the Extension for Jira Service Management Cloud, fields configured in Dynamic Forms cannot be directly relocated to the top of the request form. However, you have alternative customization options to optimize the arrangement of fields:

    1. Utilize field grouping and form layout adjustments to organize fields within the request form effectively.
    2. To modify the field order, include all fields in the Dynamic Forms configuration and rearrange them using a convenient drag-and-drop method.
    3. Use the “Copy fields” feature to seamlessly transition all currently added fields to the request type, preserving their respective configurations.
    4. Note that the Summary field is mandatory in Jira by default and cannot be removed from the request type settings.
    5. After including all fields in Dynamic Forms, configure their Conditions. For fields you prefer to be displayed statically without Conditions, leave those settings empty.