We've all been there before: you need to raise a request on a support portal because we have an issue with something, and you look at the request form, feeling overwhelmed by all the information you need to retrieve and fill in manually just to submit your request.
On the other side of the portal, there's a Jira Service Management agent, scratching his head, because the information the customer input in the form is incomplete or, worse, incorrect.
At Elements, we believe there must be a better way to work on such requests. Since 2008 our team has specialized in building apps for Jira and Confluence that help users be more productive, and that make more room for work that matters. Building on the success of Elements Connect for Jira Server & Data Center, we've enhanced our offering for Jira Cloud. Here's what it enables you to do as of now:
Display information from your external datasources on the Jira Service Management portal
Simplify request creation by adding "connected items" that fetch their values from your external data sources directly into your request forms. Instead of having to manually input information, Jira Service Management customers are guided to make the right selection by autocomplete items. Read-only fields allow you to display critical information directly from sources such as SQL databases, REST APIs, or other supported platforms.
For example, with Elements Connect for Jira Cloud, you can query an asset management system hosted on a PostgreSQL database to fetch and display details about a broken printer.
Customize how your data is displayed
Fetching data from your external sources is only the beginning. Elements Connect for Jira Cloud allows you to fully customize how this data is displayed to both agents and customers. Using HTML and Atlassian’s AUI components, you can design user-friendly and meaningful displays for all the data pulled into Jira.
This flexibility ensures that your team and end-users only see the information that matters most—in the format that makes the most sense for your workflow.
Prioritize Jira tickets and create queues based on data from your SQL database
The data you'll bring in Jira Service Management using Elements Connect is usable to create queues and help agents sort and prioritize issues to ensure appropriate support to end-users.
As you can see on the below screenshot, you simply have to create a new queue based on a JQL query referring to a connected item's value.
New features and updates
With continuous updates, Elements Connect for Jira Cloud has expanded its capabilities to support even more data sources, advanced field configurations, and improved integration workflows. Be sure to check out our documentation for the latest information and step-by-step guides.
Share your feedback
Our product team is always eager to hear how we can make Elements Connect even more helpful for your needs. If you have feedback, suggestions, or feature requests, please reach out to us and get a personalized demo!
Ready to simplify your workflows and enhance your service management experience? Get started with Elements Connect for Jira Cloud today!
