This chapter helps you to learn your way around Actions for JSM after installation.
With the Actions for Jira Service Management app you are able to:
create multiple Request actions, where customers can edit particular requests on Customer Portal,
create Workflow actions, where customers can update requests on the relevant workflow transitions,
monitor the Request Progress to check the current stage of their request.
Warning
Before you start, log in as a user with Jira Administrators global permissions. For more information, see Atlassian documentation.
Info
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Navigate to Jira sidebar > Apps > Three dots > Manage apps.
Click Actions for Jira Service Management.
Select the Global settings section.
Tip
You can also access Global settings by clicking Jira sidebar > Apps > Actions for Jira Service Management > Global settings.
Managed Apps Actions for Jira Service Management
Result
You are redirected to the Global Settings, including two sections:
Configuration
Use variables to change the default internal comment message appearing on edited requests (up to 400 characters) or keep the default one. The internal comment will be visible only to Jira Agents. Enable comments directly in the Request actions or Workflow actions in the Agent informing options > Control editing with internal comments section.
Note
Create the content of the internal comment message by using variables defined in the formula below:
Fields {{editFields}}
Editor {{editAuthor}}
Date {{editDate}}
Action Name {{editActionName}}
Example: On {{editDate}}, the user {{editAuthor}} edited {{editFields}} in {{editActionName}}
Comments Configuration Actions for Jira Service Management
Data collection
Enable data collection to suit our development efforts in Actions for JSM to meet your needs better. Your agreement allows us to collect numerical, anonymized data explaining how your users interact with Actions for JSM. This data lets us improve the product’s features and your users’ productivity, enhancing the positive work experience.
Please see our EULA and Privacy Policy for details.
Comments Configuration Actions for Jira Service Management
Accessing Workflow actions
Steps
Navigate to Jira sidebar > Apps > Three dots > Manage apps.
Click Actions for Jira Service Management.
Select the Workflow actions section.
Tip
You can also access Workflow actions:
Go to Jira sidebar > Apps > Actions for Jira Service Management > Workflow actions.
You are redirected to the Workflow actions view. Now you can add and configure your Workflow actions to provide customers with the possibility to edit their requests on the relevant workflow transitions.
Accessing Request actions
Steps
Navigate to Jira sidebar > Apps > Three dots > Manage apps.
Click Actions for Jira Service Management.
Select the Request actions section.
Tip
You can also access Request actions:
Go to Jira sidebar > Desired service project > Project settings > Apps > Request actions.
Go to Jira sidebar > Apps > Actions for Jira Service Management > Request actions > Desired service project.
You are asked to choose a service project to get redirected to the Request actions view. Then you can add and configure your Request actions to provide customers with the possibility to edit their requests directly on the Customer Portal.
Accessing Request Progress
Steps
Navigate to Jira sidebar > Apps > Three dots > Manage apps.
Click Actions for Jira Service Management.
Select the Request progress.
Tip
You can also access Request progress:
Navigate to Jira sidebar > Desired service project > Project settings > Apps > Request progress.
Go to Jira sidebar > Apps > Actions for Jira Service Management > Request progress > Desired service project.
Accessing Assets API
Steps
Navigate to Jira sidebar > Apps > Three dots > Manage apps.
Click Actions for Jira Service Management.
Select the Assets API section.
Tip
You can also access Assets API by clicking Jira sidebar > Apps > Actions for Jira Service Management > Assets API.
Managed Apps Actions for Jira Service Management
Result
You are redirected to the Assets API configuration page, where you can connect to the Assets API necessary to add the Assets custom field to Request actions or Workflow actions forms.
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