How to display related incidents directly on a problem, with relevant information

[Elyes Gannoun [Elements]]

Houston, we have a problem…

Let’s say you’re a front-line support agent and daily deal with customer requests. Today, you notice that multiple customers are facing the same issue and have raised multiple support requests, each one with their own context. As these incidents have the same root cause, they must be linked to a more global problem to investigate.

To collect helpful insights on linked incidents during the investigation, you can spend a lot of time looking into each support request and this constant back & forth between the problem and each linked request can cause a considerable loss of time and efficiency.

Using native Jira links, it can be difficult to have a direct access to the needed data, and you need to go on each incident and remember what you saw.

Using Elements Overview, available at a glance in your Jira issues, targeting only specific issues and displaying relevant custom fields, you don’t have to switch from the context you are working on.

Give contextualized and actionable views of related issues

Elements Overview is an issue visualization app for Jira that allows to organize how, where and when information about related issues is displayed on the issue view.

The goal is to provide actionable context to Jira users, agents as well as customers.

For a faster problem resolution

Displaying relevant and customizable information, proper to a specific need, would help refining the problem such as the product versions affected by the issue, their hosting, the appearance date and even information from the customer.

Thanks to Elements Overview, all this data can be displayed in the problem, bringing more context, facilitating the investigation and speeding up the resolution.

For a better communication with customers

You can also give more information to customers on the progress made on escalated problems.

Data like the problem’s resolution due date, fix version and status progress, that are interesting from a customer point of view, can be directly displayed on their request, and kept up-to-date.

In conclusion, you can at the same time:

• provide detailed information to JSM customers about the work that’s carried behind the curtain to resolve their request

• give a customized overview of related work to Jira users right inside the issue

• spare Jira users the need to navigate from tickets to tickets to get relevant information

Elements Overview can help you in different use cases from displaying related incidents with relevant information directly on problems, offering a direct view to customers of escalated issues or linked Change Requests directly on the portal, to following the process of a new employee onboarding process in one look.

Tear down walls and use Elements Overview to provide context to boost productivity and increase customer satisfaction.

Try it now and give us your feedback!