✏️ Tips&Tricks for JSM admins

In case you need to present Advanced Portal Reports for JSM:

Here are some Tips&Tricks that might be helpful:

Advanced Requests Report

As a JSM administrator, you can:

• configure and share request details to JSM Help Center customers via the Advanced Requests Report

• allow JSM Help Center customers to export their reports 

As a JSM Help Center customer, you can:

• get insight into the work done for your requests

• view specific request details

• export detailed reports in Excel or CSV formats

Expose additional fields on Request view

As a JSM administrator, you can:

• expose additional fields (SLAs, Insight/Asset fields including) per project to be displayed on the portal ticket listing

As a JSM Help Center customer, you can:

• see additional fields (SLAs, Insight/Asset fields including) for each portal ticket

For JSM administrators → Global configuration

Set the right Date format for your JSM Help Center customers

You can access the Advanced Portal Reports global configuration in the Jira administration settings (upper right corner of your screen) by selecting the Apps option. In the left sidebar menu look for the Global configuration tab.

In this configuration there is a date format option that is set by default and you can always select your personal preferences for configuration. Here’s our tip for you:

Learn more in the documentation: https://tools4teams.atlassian.net/wiki/spaces/APRFJSM/pages/1507950620

For JSM administrators → Project configuration

Show any Custom field on JSM Help Center

You can access the project configuration of Advanced Portal Reports from the Project settings in Jira. There, you can select what fields to be visible to your customers for the project.

Advanced Report on the customer portal

To configure the fields that your customers are using on the portal, you can select those fields to be visible in the Advanced Report on the portal. Adding the fields allows your JSM Help Center customers to see their values, search and filter by them. Here’s our tip for you.

Learn more in the documentation: https://tools4teams.atlassian.net/wiki/spaces/APRFJSM/pages/1644003329

For JSM administrators → Provide your JSM Help Center customers with instructions how to use Advanced Requests Reports.

Train your customers

Here are some helpful tips of how to train your JSM Help Center customers so that they can search and export in the report on the portal as well as see more additional fields on the request page with Advanced Portal Report for JSM.

If you are a JSM administrator of a project or any Jira administrator who wants to provide and train their customers, here are some helpful thoughts on how to do it.

During the training you could share your screen and explain while showing every step you make.

In your instructions you can include:

• URL: How to reach the portal or a specific request.

• Screenshot: Show your customer how the portal looks via screenshots

• Screenshot: Where the button that opens Advanced Requests Reports is

• Screenshot: Where your customers can find more information such as additional fields in the request view page

Provide the instructions at the end of the training. Another idea is to record the training or make a short video and send it to the customers.

You can also include a short explanation of how to search among requests. How to manage the settings and the filters and also how to export the report.

In the end, don’t forget to ask your customers if they have any questions or if there is something they don’t understand.

After all if you need some help with your training, we can always help. Just write to us at: addons@nemetschek.bg

For your JSM Help Center customers → Saved Views

Create, name and save different report layouts

Your JSM Help Center customers save their search and filter criteria with custom names within an easy list to access it later.

Learn more in documentation: https://tools4teams.atlassian.net/wiki/spaces/APRFJSM/pages/1654489138

For your JSM Help Center customers

Advanced search option

The system automatically saves the latest filter and sorting options that have been made. The next time you open Advanced Portal Report, the filters and sorting will be populated automatically.

Learn more in documentation: