JSM Portal configuration

[Jace Anderson]

Hello,

We are currently building our JSM environment as it is our new ITSM tool. I’m trying my best to make the portal friendly, easy to navigate, and pleasing to the eye, but I’m struggling.

I don’t understand why Atlassian doesn’t allow more customization of the portal. On the portal page, I want the search bar to be positioned at the top middle of the page, but instead it only appears as a small search icon in the top right corner. Why? This is such a great feature, and I want users to be able to see it easily and actually use it.

The announcement feature is great but is very limited on what you can do with it, no color settings, no other features to make it more effective.

Compared to other ITSM tools, JSM really lacks a strong ITSM workflow that makes it easy for users to find what they’re looking for.

Additionally, the Atlassian virtual agent doesn’t notify the user in the chat when an automation has created a ticket. Why? This feels like a very basic requirement, yet the agent doesn’t do this. Rovo is also lacking when it comes to creating tickets in JSM - it fails to create requests when mandatory fields are required.

So, what am I asking?

• When will admins get more flexibility in the design of the portal? (I shouldn’t have to spend more money on a third-party tool to achieve this.)

• When will the Rovo agent be able to create service requests in chats? I want users to be able to talk to Rovo and have it create tickets on their behalf. When will this be possible to do effectively in JSM?

• Will the announcement feature be improved?

Thank you 

[Dirk Ronsmans · Accepted solution]

Hi @Jace Anderson and welcome to the community!

While the current customization is quite limited I'm hopefull for the future. The new CSM portal (for Customer Service Management) is handled through their Studio app and allow for much more flexibility. 

When and if however this ever comes to the JSM portal is a big question.

If you are trying to make it look better and customize it more and also are willing to invest in the platform, you can look at marketplace apps like Refined. They allow theming of your portal to a much further degree than it does out of the box. I'm not a fan of pushing users to spending more and maintaining more apps but sadly at the moment it might be the only option to go beyond the native capabilities.

[Jace Anderson]

Hoping they do something for the JSM soon as its a struggle. Would be great to have it in the Studio app. Thank you Dirk :) 

[Nikola Perisic]

Welcome @Jace Anderson , good point that you have made for the portals and the limited customization. Have you tried with the landing pages, this applies to help centers only. https://support.atlassian.com/jira-service-management-cloud/docs/create-and-manage-landing-pages-in-a-help-center/

I agree that there should be more customization options. For now, Atlassian doesn't offer this. 

[Jace Anderson]

Sadly tried landing pages already and still restricted. Fingers cross for more customization soon. Thank you Nikola.

[Kate Pawlak _Appsvio_]

@Jace Anderson what features do you want to have in landing pages to start using them?

[Michael Shannon]

Hi @Jace Anderson ,

I'm a bit late to this discussion but I do have a few more insights. I recently joined a company that uses Refined and I'm just now learning about its limitations with JSM. Aesthetically, the customization in Refined is amazing and it does offer a lot of other functionality. However, it doesn't support Rovo, there are limitations with widgets and some of the basic features that came with the standard plan will soon only be available with an advanced (more expensive) upgrade. The lack of chat/virtual assistant support is my main issue currently. Rovo is more robust than the virtual service agent but again, even if you decide to just use the VSA it's severely limited. 

"When will the Rovo agent be able to create service requests in chats? I want users to be able to talk to Rovo and have it create tickets on their behalf. When will this be possible to do effectively in JSM?" 

I've tested this out a couple of months ago and the Rovo agent did create tickets for us, even with required fields. The only issue was the categorization. Sometimes it chose the correct request type and other times it didn't. The work around is to use the built-in triage function on the agent side in JSM. It's not the most convenient but the triage function does work well. 

Right now, I'm going to try to convince management to switch back to the native JSM tools. I don't like the reliance on third-parties for many reasons, some of which I've already explained. Also, we know that Atlassian is constantly upgrading and adding new functionality. I'm hopeful that these issues will be addressed.  

Resources: 

https://help.refined.com/space/CLOUDDOCS/4704241268/Chat+widgets

https://help.refined.com/space/CLOUDDOCS/5903548447/Advanced+edition

https://jira.atlassian.com/browse/ROVO-461