Creating a Unified Dashboard with JSM Projects linked under a single view

[Faraz Gul]

I have 4 JSM projects that I am trying to get under a single view, I have created the Dashboard but it is showing as a list using the Gadget "Filter Results" I want to have this be an interactive Board view like it shows in the spaces. Is this possible? If so how. 

Also, I am having issues with CC'd users appearing the tickets, this is a strange occurrence because sometimes the CC'd users show up under "Requested Participants" and other times they are missing, is this some sort of bug within the platform or can this be resolved with some minor configuration changes? 

[Mariia_Domska_SaaSJet]

Hi, @Faraz Gul 

Jira Service Management doesn’t support a Kanban or Scrum board that spans multiple service projects out of the box — each JSM project has its own board. That’s why your dashboard gadget currently only lists issues.

You can create a Jira Software board (company-managed) and base it on a JQL filter such as: project in (JSM1, JSM2, JSM3, JSM4). This will let you visualize issues from all four projects together.

If you’d prefer to stay within JSM, there are Marketplace apps that can give you a cross-project Kanban or timeline view.

Two weeks ago, I had a similar request and built a Cross-Project Dashboard with No-Code Apps Creator for Jira — an AI-powered app developed by my team. This Jira app lets you describe the dashboard you need in a simple prompt, and AI builds it for you. It can pull data from several JSM projects and give an interactive view of progress and blockers, all without code.

And if you’d like to try it yourself, check out No-Code Apps Creator: https://saasjet.com/qqhh

You can read more about Cross-Project Dashboard use case in our article here: https://community.atlassian.com/forums/App-Central-articles/Create-a-Cross-Project-Status-Dashboard-with-No-code-Apps/ba-p/3128629

[Danut M _StonikByte_]

Hi @Faraz Gul,

Besides the Filter results gadget you could also try other native Jira gadgets such as Two Dimensional Filter Statistics, Issue Statistics or Pie Chart configured with a filter that returns issues from the 4 JSM projects and statistic by Project. 

For a more efficient dashboard, you can search for plugins on the Atlassian Marketplace that offer additional gadgets.

If you want to try a plugin, our Great Gadgets app offers many gadgets for JSM that will help you build a powerful dashboard for tracking your projects. You can track essential metrics such as Satisfaction, Resolution Time, Cycle Time, Lead Time, SLA and SLA Breaches, Throughput, key-numbers (counts, percentages, etc) all across multiple projects.

See details in this article: https://community.atlassian.com/forums/App-Central-articles/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369

Very helpful for you can be the Pivot Table & Pivot Chart gadget that will allows creating all kind of charts, multi-field stats or heatmaps tables. See some examples:

Danut.     

[Joseph Chung Yin]

@Faraz Gul 

Welcome to the community.  Can you advise what you mean by "interactive board" view in the spaces?  So, we can assist you further.

NOTE - The default gadgets available for JSM are limited but you can add third party add-ons to provide you with enhanced features as related to dashboard gadgets through Atlassian Market place.

https://marketplace.atlassian.com/search?query=dashboard%20gadgets&product=jira-service-desk

As related to CC'ed users associated with JSM issues, it is always associated with the field "Requested Participants".  In the portal, users (customers) can share his/her issues using the "Sharing" functionality in the UI.  Those shared users will be captured in the aforementioned field.  In the project UI (issue view), agents can add CC'ed users to the same field of the issue.

By default in Jira/JSM, when a field is not populated, it will not be displayed when you viewing the issue in the issue view UI.

Hope this helps.

Best, Joseph