Get the most out of your service requests 💎

[Paul Pasler]

Hi there,

Jira Service Management (JSM) is your support connection to customers, whether internal or external. To get the most out of your service requests, we have released a Forge-based JSM extension for our custom field collection Awesome Custom Fields. But what can you do with it?

Populate requests

As a service agent, you want to give your customers the best experience and keep them updated. To do this, you can add Awesome Custom Fields as read-only fields to service requests.

For example, you can give them an easy way to track the progress of related (internal) issues.

The agent's issue view, where progress can be set

The customer request view, where progress is displayed

Enhanced information from customers

Customers want their problems fixed, and providing more information helps support help them better. That is why you can also add Awesome Custom Fields to the request form.

For example, you want your customers to add their phone number and an easy-to-use priority traffic light.

Fields in the request form to be filled by customers

Find the provided values in the support request (and the agent's issue view)

The configuration

As an administrator, you can configure the custom fields for each request type. You can simply drag’n’drop them into the request form and configure them in two different places in the request view.

Choose request type…

…and add field to the request view and the request form.

What's next?

On our road map, the next feature will be the cascading select field. This field enables you to use unlimited options and levels (unlike the Jira standard “Select List“, which only provides two levels). With the cascading select, you might improve your request workflow by letting customers choose the regarding component in detail.

Get involved

Awesome Custom Fields for JSM is an extension to Awesome Custom Fields - both apps are free and can be found on the Atlassian Marketplace!

What’s your use case for JSM? Which custom fields would you like to see in service requests? Please let us know in the comments!