Jira Service Desk Management was released in 2013 and become one of the most popular Atlassian products ever. I like it very much because it changed how we work with external, and internal customers. Customers use the Portal to communicate with agents. It’s super easy to learn, with minimal information on the window, and clear enough to be a bridge between business and IT. But sometimes, missing information can be problematic. I’ll show you how to deal with it by display additional information on the requests.

Jira Service Management request with additional information
Jira Service Management request with additional information

If you know JSM well, you’ll notice additional data on the above screenshot. The assignee, create, updated, resolution dates, and resolution are part of the Feature Bundle add-on. Why we could need it?

How to escalate the issue in a different way

When you work with internal customers, you probably have agents on the Slack (or any other communication tool). When you don’t want to escalate the issue via the comment, you could contact assignee in the other way. Private Slack message can speed up the thinks much better then official escalation.

Is it fixed or not?

Status is one of the main Jira issue field. It’s use to describe the progress of the work on the issue. Let’s assume the customer sees Closed status on the request. But what does it mean? Is it completed or rejected? With additional information on the request view, like Resolution, customer know exactly what happened on the request.

Key takeaways

Customers prefer to use Jira Service Management view because it’s simpler in use. But sometime additional information on the requests is very helpful. You can provide missing data with Feature Bundle app. It’s available on the Cloud and Data Center.

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