Last updated Jul 8, 2024
Use cases
Get an idea of what’s possible by using the app.
Communicating with customers and resolving their requests serves as the basis of Jira Service Management. That’s why to properly organize and manage work related towards requests proves to be an extremely important task. You can simply assign it to the My Requests app which is a complete solution addressing the needs of administrators, agents and customers.
In this chapter you’ll read about the most common use cases with particular examples so that you can get inspired and unleash the full potential of the app.
By reading the below sections you can find out about:
Custom requests list
The My Requests app helps companies to maintain transparent communication related to requests with all customers, even the ones who aren’t licensed Jira Service Management users. Displaying your customers context information that is adjusted to their needs boosts positive impressions about your brand and its user-friendly services.
As an app administrator, you can easily provide your end users with the necessary insight without sharing all sensitive project data. Simply decide which information to display on the lists with requests and set custom configuration so that your customers are always updated with the progress of work towards requests’ resolution.
Features
For setting additional information to be displayed on the list with requests you can use the Fields configuration feature. It allows you to make selected fields’ data visible to customers as Columns or Criteria. With the app configuration you can also set details on access restrictions or custom display names.
To learn about the fields which can appear on the list with requests, navigate to Supported fields.
Examples
Thanks to advanced customization of Requests page, managing requests’ visibility and keeping customers updated with context information is beneficial from several perspectives.
Below you can check particular examples revealing app’s value to different user personas:
- As a Jira Administrator at the IT company that provides custom development services and resolves service-related customer requests, you can provide your customers using the Requests page with customization options. By configuring fields to be available as Columns or Criteria you allow end users to decide which fields they want to use on the list with requests. For instance, by setting the particular SLA field as a column on the list with requests, you’ll give your customers an easy way to check if the service level agreement is respected. They can quickly learn when to expect the problem resolution that satisfies their needs. Thanks to the app, communication with end users becomes easy and profitable as you provide customers with an insight about your project data without the need to create more licensed Jira Service Management users.
- As an IT Partner and end user of the Requests page, you can enjoy the possibility of accessing information about the status of your request any time. As a result, you don’t have to wait for an answer from the service desk agent responsible for your tickets. Instead, you’re provided with all the details visible on the list with requests rightaway. Yet, if you decide to narrow down results presented on your list with requests, you can still use the settings of columns, criteria or filters to see only specific data. By configuring the Due Date field as Criteria, you can filter the list with requests to easily monitor and verify deadlines for the request resolution.
Take control of sensitive data by adjusting requests’ visibility to particular users
The My Requests app allows you to manage the view of Requests page based on the user to which it’s presented.
As an administrator, you can quickly define users, organizations, user scopes or groups that can access request-related data. It’s also possible to check the set configuration by displaying the list with requests as a selected user. Thanks to this functionality respecting information sensitivity becomes no challenge at all.
Features
To find out how to determine access to requests, read about Requests availability in the Settings chapter. Bear in mind that it’s also possible to manage permissions to particular fields that are displayed on the list with requests. To check the related settings, navigate to Fields configuration.
Examples
You can restrict access to the entire Requests page or its selected data so that it’s visible only to particular users.
In the section below you can read about examples that shows how managing requests visibility affects different user personas:
- As a Software Engineer, at the company that delivers digital solutions to its customers and is currently preoccupied with bug fixing, you can set the Priority field as Column only for the User Scope entitled “Internal Support” which includes the development team members responsible for the fixing process. As a result, during the meeting with your customer by discussing fixes, you can refer to the particular list with requests and also see additional information about priorities set internally.
- As a Technical Support Agent, you can restrict access to the page with requests to many users at once. If you organize users into Groups, it’s enough to configure Access restrictions. Set Exclude and choose the user groups which shouldn’t see the list with requests. Your changes are updated automatically and you can be sure that data is visible only to appropriate users.
Filtering options
Organize your daily work with advanced filtering options
The My Requests app allows users to filter requests so that they can display only data which is necessary for them. Thanks to the filtered lists with requests it’s easier to access proper information in less time. It’s also possible to organize requests based on Assets and configuration management in Jira Service Management
to gather significant insight into your organization’s assets and configuration items.
Features
To read about filtering options that are available for users, navigate to Filters. In oder to see how to use filtering together with Assets, go to the Compatibility section.
Examples
Check the below examples to understand the worth of filtering for different user personas:
- As a Technical Leader who needs to trace a trend related to hardware problems, you can investigate reported requests with the use of Assets.
During the meeting with an external partner who refers to the particular view with requests, you can easily enhance your list by adding more fields to it. Simply set Assets custom field as filtering criteria related to particular device type to quickly check the most common equipment failures and share valuable details with the partner.
- As a Manager who cooperates with the external equipment manufacturer and raises hardware requests, you can customize Requests page with selected information which is necessary for your daily work. If you need regular updates on Time to resolution, you can set this field as Column and filter requests of particular type. It’s possible to store the selected view in the form of a filter for a regular use. With the possibility to organize information as you wish, you may limit the amount of data to process on a daily basis which increases your productivity.
Manage access to selected requests by sharing filters with different users
The app configuration allows administrators to easily save and manage global or user filters. You can store filtered views and share them with different users. As a result, transfering all data gathered and displayed on the lists with requests to responsible stakeholders becomes ultra fast.
Features
To learn about managing filters and settings the sharing options in the configuration of the app, go to Filters management.
Examples
For better understanding of the functionalities related to filters, consider the below example:
- As a Delivery Manager preparing for the status meeting with your customer, you can create a filter that gathers the requests of the highest priority from the customer’s project. By sharing the filter, you can quickly refer to particular tickets during the meeting and have a chance to provide your partner with a detailed resource which can serve for future reference.
Export possibilities
Create detailed reports with the use of exported requests
Thanks to the export functionalities of the My Requests app, your customers can easily share the lists with requests that present selected information. It’s possible to export requests to CSV or XLSX files so that they can be later used for creating internal company reports or status meetings with customers.
Features
To learn about available settings of the Export tab in the app configuration, navigate to Settings. In order to read about the export options that are displayed on Requests page, go to Customer’s view.
Examples
The below examples show you how exporting requests for further reporting purposes can affect different user personas:
- As a Customer waiting for a request resolution from your IT partner, by accessing Requests page you can easily export all requests that you wish to verify. Set the Components field as Column and export requests from the last quarter to XLS file so that it can be used for creating a report presenting most problematic elements of the used solution.
- As a Department Director, by creating a custom list with requests that can be exported, you can easily provide access to request-related data even to non-technical users that aren’t familiar with the Atlassian ecosystem. Thanks to the My Requests app you’re able to deliver them user-friendly files so that they’re ready to compile data for further reporting purposes.
- As a Principal Consultant who needs to draw conclusions related to service desk agents work on requests, by using the export features you can facilitate your analysis. With the app’s Requests page there’s no need to check all requests one by one. Instead, you can set the necessary information as Column with details and export the list with requests to be used as a simple overview.
Get the app
If you are interested in purchasing our app, find My Requests Extension for Jira Service Management on the Atlassian Marketplace or contact our Sales Department at atlassian@devinti.com.
Are you looking for more solutions to improve the daily work of your team? Discover other apps from Deviniti.
