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My Requests Extension for Jira Service Management
Cloud Server/Data Center
My Requests Extension for Jira Service Management

Cloud

Server/Data Center

Documentation
FAQ
Release notes
Migration path
Last updated Oct 22, 2024

Settings

Learn about the app functionalities which can be configured in Settings.

In the Settings section you can customize the basic aspects of your Requests page. The view consist of five tabs:

  • Requests availability where you can restrict access to requests and decide about displaying their total numbers.
  • Export where you can set the maximum limit of the exported requests.
  • Banner which allows for customizing the redirection banner.
  • Security Level which enables you to determine the visibility of requests with Issue Security Level.
  • Assets API which allows you to establish the app connection and use Assets.
  • Data collection which allows you to manage the data collection settings anytime.
Warning

Before you start, log in as a user with the Jira Administrators global permission.

To start configuring settings available in particular tabs, access Configuration first.

Customize my requests view Jira configuration
Customize my requests view Jira configuration

Once you’ve accessed the Configuration view, navigate to Settings.

customize my requests screen Jira service management
customize my requests screen Jira service management

Requests availability

The Requests availability tab enables you to manage the customer’s access to the Requests page as well as to decide about displaying the total number of requests in filters and on the list with requests.

Access to requests

To learn about the configuration of Access to requests check the Quick guide or follow the below steps.

Quick Guide

By default all users can access the Requests page as the toggle next to Restrict access to Requests is disabled.

My Requests Extension - Toggle switched off
My Requests Extension - Toggle switched off

It’s possible to limit the visibility of requests in two ways. You can either grant access to requests only to selected users or choose which users shouldn’t see Requests page.

Steps for restricting access to requests with the Include tab

To give access to requests only to selected users:

  1. Switch on the toggle next to Restrict access to Requests.
  2. Click on the Include tab and select your preferred users, User scopes, and Jira groups which will be able to see requests.
    My Requests Extension - customize my requests screen Jira service management
    My Requests Extension - customize my requests screen Jira service management
Note

The users, User scopes, and Jira groups which aren’t selected in the Include tab won’t see Requests page.

Steps for restricting access to requests with the Exclude tab

To restrict access to requests only to selected users:

  1. Switch on the toggle next to Restrict access to Requests.
  2. Click on the Exclude tab and select your preferred users, User scopes, and Jira groups which shouldn’t see requests.
My Requests Extension - Exclude tab
My Requests Extension - Exclude tab
Note
  • The users, User scopes, and Jira groups which aren’t selected in the Exclude tab will see Requests page.
  • The users with no access to Requests page will see a prompt redirecting to the native page with requests.
My Requests Extension - customize my requests screen Jira service management
My Requests Extension - No access

Displaying total number of requests

By default, the users of Requests page can see the total number of requests in filters and on the list with requests.

It’s possible to disable the option for showing the total number of requests with the toggle. Thanks to this possibility you can easily hide requests’ numbers from customers.

Tip

Turning off the requests’ counting also automatically boosts loading of your requests. That’s why disabling Show total number of requests is also recommended for the users who experience performance problems while working with Customer Portal.

When the toggle next to Show total number of requests is turned on, the users of the Requests page can see the number of requests which is displayed in filters and on the list with requests.

My Requests Extension - Enabling total number of requests
My Requests Extension - Enabling total number of requests
My Requests Extension - Total number of requests visible
My Requests Extension - Total number of requests visible

When the toggle next to Show total number of requests is turned off, the total number of requests isn’t displayed on Requests page.

My Requests Extension - Disabling total number of requests
My Requests Extension - Disabling total number of requests
My Requests Extension - Total number of requests hidden
My Requests Extension - Total number of requests hidden

Export

The Export tab enables you to set the maximum number of exports each customer can make by entering a number from 0 to 1000. Number 1000 is set by default whilst number 0 means that exporting option isn’t available to customers.

Steps

  1. In order to change the exporting preferences, click on the Export tab.
  2. Enter the number between 0 and 1000.
    My Requests Extension - Export section
    My Requests Extension - Export section

Result

Changes are applied instantly.

Note

The exported CSV file contains columns and field values which were visible on the requests screen.

The Banner tab serves for customization. You can change the text of the redirection banner along with the button leading to the app’s Requests page. The banner appears above the native Jira Requests page.

Steps

  1. To change the banner text, click on the Banner tab.
  2. Enter your text.
    Note
    • You can use the Rich text formatting and add bolded text, italics, and links.
    • Below the editor you can see Preview of your banner.
  3. Change Button text.
Note

The text of the button can be maximum 24 characters long.

  1. Click Update to apply changes.
    My Requests Extension - Banner customization
    My Requests Extension - Banner customization
Note

Each time by introducing changes to the already active banner text, click the Update button to save your configuration.

Tip

If you want to return the default redirection banner, click Restore default in the upper right corner. Keep in mind that your current banner will be lost.

My Requests Extension - Restore default
My Requests Extension - Restore default

Result

Your custom banner is visible on the native Requests page.

My Requests Extension - Banner customization
My Requests Extension - Banner customization

Security Level

The Security Level tab allows you to configure the visibility of requests with Issue Security Level.

Warning

The Requests page doesn’t have access to issues that have a configured Security Level by default. In order to see those issues, you need to include an atlassian-addons-admin group to the Security Level that’s used on your issues. To find out about the configuration, read about adding a group to your Issue Security scheme.

By default, the customer sees up to 1000 requests that have a configured Issue Security Level. If the limit of displayed requests is exceeded, in order to avoid timeouts, the global Jira administrators can decide whether the application should verify Issue Security Level of displayed requests.

Info

The toggle next to Show all requests is by default turned off and it allows the app for checking the Issue Security Level of requests.

To allow the app for the Issue Security Level verification and display requests that have configured Issue Security Level, the toggle next to Show all requests should remain turned off.

My Requests Extension - Security level off
My Requests Extension - Security level off

To ignore the verification and display every request, regardless of its Issue Security Level, turn on the toggle next to Show all requests.

My Requests Extension - Security level on
My Requests Extension - Security level on

Assets API

The Assets API tab enables you to configure your connection with the app. The connection is necessary to use Assets together with My Requests Extension when setting Assets custom field as Criteria.

Warning

To access Assets in Jira Service Management it’s required to upgrade to the Premium plan. Learn about upgrading your plan to Premium.

Establishing connection

You can establish the connection with the app by using your Atlassian account credentials:

  • email address
  • API token

API tokens serve for authentication and they allow you to securely work with the app. The tokens can be generated from your Atlassian account. You can use your generated token by applying the copy and paste options.

Note

To find out how to create and manage API tokens, see Atlassian documentation.

Steps

  1. Access the Assets API tab.
  2. Enter your email address.
  3. Provide your API token which can be created by using the Atlassian account view.
  4. Click Connect.
My Requests Extension - Assets API
My Requests Extension - Assets API
Info

If you have problems with establishing the app connection, you’ll see the Error label under the Connection status section. The connection with the app can’t be established if you’ve introduced wrong credentials or your token’s already expired. Check your credentials and try again.

My Requests Extension - Assets API
My Requests Extension - Assets API

Result

The introduced email and API token are verified. If your credentials are correct, the connection is established and you can use Assets together with My Requests.

Disconnecting Assets API

You can terminate the connection with the app by disconnecting the API token.

Warning

By terminating your connection with the Assets API you won’t be able to use the My Requests Extension app with Assets.

Steps

  1. Access the Assets API configuration view.
  2. Click Disconnect.
My Requests Extension - Assets API
My Requests Extension - Assets API
  1. Confirm that you wish to permanently disconnect the API token.
My Requests Extension - Assets API
My Requests Extension - Assets API

Result

Your app connection is terminated. You can establish a new connection by providing your API token and email address later.

Data collection

The Anonymized usage statistics option allows you to have a part in shaping further app development. When the process of gathering numerical, anonymized data related to the user interaction with My Requests Extension is enabled, you can take part in improving the product’s features and your users’ productivity.

Info

To learn more about data usage, read our Privacy policy and End-user license agreement.

Managing anonymized usage statistics

It’s possible to manage the data collection settings anytime. Managing the settings won’t influence the app performance.

By default, the toggle next to Enable data collection is turned on and the process of collecting data is enabled.

My Requests Extension for Jira Service Management - Data collection enabled
My Requests Extension for Jira Service Management - Data collection enabled

To disable gathering anonymized statistics, you can turn off the toggle.

My Requests Extension for Jira Service Management - Data collection disabled
My Requests Extension for Jira Service Management - Data collection disabled

Need help?

If you can’t find the answer you need in our documentation, raise a support request. Include as much information as possible to help our support team resolve your issue faster.