Request progress

See how to create and configure Request progress.

Request progress allows customers to track which stage their request is in, making it easier for them to follow and understand its journey. Once you’ve added your Request progress configuration, it will appear on the Customer Portal for any requests that match the request type linked to that configuration.

Each Request progress allows you to configure the following:

• General settings
• Details
• Stages

Accessing Request progress

Steps

1. Navigate to Jira sidebar > Apps > Actions for Jira Service Management > Request progress.
2. Go to the Apps section and select Request progress.
3. Click Add Request progress.

   

   
   
   Tip

   You can also access Request progress:

   1. Navigate to the desired service project and enter the Project settings section.
   2. Go to the Apps section and select Request progress.

   

4. The Request Progress configuration view opens. Here, you can design the content of your Request Progress by defining the following elements:

• General settings
• Details
• Stages
  

  

General settings

Start with the General settings section of your Request progress. It includes choosing a project and then, based on this choice, selecting a request type that will display this Request progress on the Customer Portal.

Note

If you access Request progress from the project settings, the Project field won’t appear, as the project context is already defined. The request type selected for one Request progress cannot be used in another. If a request type appears disabled in the drop-down list, it means it’s already in use in another Request progress.

Details

Give your Request Progress a name (up to 30 characters). It will appear on the Request Progress page as the Configuration name.

Advanced version

The Advanced version offers a Duration field that allows you to specify the estimated time needed to complete requests using this Request progress. This value is shown on the Customer Portal to communicate the expected resolution timeframe.

Stages

The Request progress stages illustrate the progress of the journey that the customer’s request is on and are displayed directly on the Customer Portal.

Simply enter a Stage name and use JQL to define the scope of each stage more precisely.

Once configured, stages are visually presented on the Customer Portal in the same order they were configured, so customers can easily track the journey of their request. Here’s how they behave:

• The first stage with a JQL that matches the request will be marked with a blue icon, indicating the current stage.
• All stages before the current one show a green icon, indicating they are completed.
• Stages after the current one show a grey icon, meaning they haven’t been reached yet.
• The app treats empty JQL just like in Jira, as valid and fulfilled. That is why, considering what has been written in the first bullet, if you configure the stage without a JQL query, the visual progress will never pass that point. To avoid Request progress being unable to complete, we recommend using empty JQL only in the final stage if necessary.

Advanced version

In the Advanced version, Request Progress stages include additional configuration options. You can assign a custom color to each stage to improve visual identification on the Customer Portal. You can also define a stage description that is displayed to customers and explains the meaning of the current stage.

Next up

Once your first Request progress has been created and configured, you can manage its settings and use it to allow customers to track its progress on your Customer Portal.