Customer Service Overview dashboard is empty - what am I missing?

[Keith Jones]

The Customer Service Overview dashboard in JSM Cloud is empty for me. I see the widgets and have all the filters available - there's just no data in there. I do have Rovo pretty much disabled at this time - is that required for this dashboard? 

[Arkadiusz Wroblewski · Accepted solution]

Hello @Keith Jones 

Can you provide an screenshot ? Actually there lately plenty changes in dashboard so hard to say which exactly you mean.

Permissions can also be a blocker in this case.

Best,

Arkadiusz

[Keith Jones]

Unless there are permissions that are not granted by default to the admin, that shouldn't be an issue. I'm wondering if these are generated as insights by Rovo. We have it turned off for now until we can get it through our AI committee for approval.

This is what I've got:

[Arkadiusz Wroblewski]

@Keith Jones 

Thank you. Are you using the new Customer Service Management or the standard Jira Service Management?

[Keith Jones]

Standard JSM - Cloud version. The dashboard shows up in my list of dashboards under Customer Service. 

[Arkadiusz Wroblewski]

@Keith Jones 

Okay, that is actually a new one. It also shows nothing in my instance.

That probably explains it, because this seems to be part of the new Customer Service Management experience. It may only show data when you have at least one active Customer Service Management Space with active tickets.

So if there are no matching projects or active customer service tickets yet, the dashboard can appear empty.

About reporting in Customer Service Management | Customer Service Management | Atlassian Support

Best,

Arkadiusz

[Keith Jones]

Thanks for the info. Hopefully we'll get more details from Atlassian on this - seems odd to roll it out into a basic JSM space if it's not going to work with existing data. Maybe there will be some sort of connection (or documentation) at a later point. Thanks for looking into this. 

[Keith Jones]

Dug a bit deeper - looks like you were spot on. The Customer Service Management app was added to our site. Site admins automatically get access to that app and it surfaced the dashboard for me. Other users do *not* see the dashboard as they do not have access to that app. So, mystery solved - thanks again!

[Arkadiusz Wroblewski]

@Keith Jones 

CSM was added to every site with an active subscription.

So now we also know something that the KB article does not clearly state: access to this dashboard is actually related to product permissions.😉