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 launched a new app for Jira Cloud. Here's what it enables you to do as of now.
Simplify request creation by adding "connected items" that fetch their values from your external datasources to your request forms. Instead of having to manually input information, Jira Service Management customers are guided to make the right selection by the autocomplete items, while read only items allows you display important information from your SQL database.
In the below example, we used Elements Connect for Jira Cloud to query our Asset Manager that stores assets in an PostgreSQL database, and fetch information about a broken printer.
Fetching data from your SQL databases is one thing, but being able to customize how it's displayed so it makes sense to agents and customers is much better. Elements Connect for Jira Cloud has you covered: it enables you to completely personalize the display of the data you pull from your data sources with HTML and native AUI components.
The data you'll bring in Jira Service Management using Elements Connect is usable to create queues and help agents sort and prioritize issues in order 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.
Sounds like a dream come true? Our product team is eager to get your feedback.
Julie d_Antin _Elements_Marketplace Partner
In case you missed it, this month we’ve been celebrating 10 years of app-powered teamwork on the Atlassian Marketplace! To honor 10 years of teamwork-enhancing innovation, Marketplace Partners have...
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