Actions for JSM Cloud App Gets Two New Updates ✨

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Hey Atlassian Community!

We have exciting news for all JSM admins who want to expand self-service options on the Customer Portal. 

We have just released two major updates in Actions for Jira Service Management Cloud. They bring several useful features for you and your customers.  

Why the Actions app makes a difference

Actions for Jira Service Management is a fast-growing app created to fill the gaps in the native Jira Service Management. 

With Actions’s options, customers can edit their requests on the Customer Portal themselves and provide additional information using a set of fields. 

Benefits 

• Full control over access to data: As an admin you manage who, when, and how can edit specific types of requests.

• Faster and simplified request resolution: Users are presented with specific fields to fill out, so they don't have to involve agents. This saves a lot of time for a help desk team and increases customer satisfaction. 

• Improved communication: Customers can easily edit their requests. Plus, in case of any changes they can leave comments for agents while editing the request. 

What’s new 

New functionalities empower Jira admins to boost customer experience and accelerate communication between customers and agents. 

Here are what new updates are introducing: 

• support for the Comment field, 

• extending the permissions configuration options to include Jira groups.

• adding display names and help text to each field used in a form, 

• possibility to display the field as read-only, 

• possibility to hide the field if it is not filled in (hide empty).

How the new features work

1. Support for Jira groups 

What you can do: Permit to edit requests by groups in Jira.

In the Permission section, admins can allow specific Jira groups to edit a request in the Customer Portal. That way, groups like HR can get access without having a Service Desk agent license.

2. Support for the comment field

What you can do: Enable a customer to add a comment when editing the request.

Admins can select a comment field in the request editing form configuration. This will allow a customer to leave a comment for an agent. 

Additionally, the admin can decide on the order in which the fields are saved - whether the comment should be saved first or last in the form. This is a protection in case of the save error occurring. 

3. More customization options in the request editing form

What you can do: Customize more elements in the request editing form

Customized label

From now on, if you make any change in the selected field, it will be highlighted in purple and the Customized label will appear. 

The fields that the admin has configured are now expanded. 

You can expand all fields at once using the Expand all button. To collapse them, click Collapse all, which will appear in place of Expand all after expanding at least one field.

Moreover, in each field you can do the following:

• add the names of the fields that will be displayed to the customer on the Customer Portal,

• add additional descriptions of the fields that will be displayed to the customer on the Customer Portal,

• mark the field as required,

• display the field as read-only,

• hide field if it has no value.

Display name i help text

What you can do: Add a defined name and description for the selected field to be seen on the Customer Portal.

Often field names are short and technical because they are used by admins to configure in many places in Jira. Displaying such a technical name can be inconvenient for the non-tech-savvy customer.

With this feature, the admin can ensure that customers will receive supporting information and understand what is expected of them in a given field. 

Moreover, the admin can leave the initial field name in a form that will be easy in configuration of other areas.

Options (read-only / hide empty)

What you can do: Define the selected field as read-only and hidden (if it does not have a value filled in).

By using the Read-only option, you can decide to provide the user with access to the information on the edit screen.

By using the Hide empty option, you can rid the form of unnecessary information and make it more accessible to the Customer Portal user.

An important note: The Make required option that was available in earlier versions cannot be selected simultaneously with the Read-only and Hide empty options. So when you select Make required the other options will gray out. Similarly, when Read only or Hide empty is selected, Make required is grayed out.

Update or try Actions free

The following changes were introduced in response to customer needs. We hope that boosted Actions will make work with JSM even better. 

If you use Actions already, we encourage you to update the application (you will find the info about the new update inside the app).

If you haven’t tried the Actions yet, this is the best time. Go to the Marketplace and test it free for 30 days!

All the best and up-(to)-date 😉

Deviniti team