What's new in Appsvio: September 2024

Hello! If you read this for the first time, this is our monthly recap for all interested, where you can find product updates, upcoming and past events, recommended articles, and stuff from our vendor's life. If you are here not the first time, it’s nice to have you again 💖 Grab a coffee, and let’s take September under a loop. 🔎

Feature Bundle with extended customer actions (Cloud ☁️)

Feature Bundle is Jira Service Management extension for improving and broadening customer experience and support. We’ve upgraded the editing request feature, changing the configuration and possibilities. 

Now, you can configure more customer actions for the same request type under the project.

Configure in the Availability tab where the custom action should take place, who can do it, and how many times. 

In the Design part, select fields that will be open on the dialog when selecting the button. Add dividers for better readability and a section message to inform what’s happening or custom text. 

Among the long list of supported fields, you can also choose Jira assets.

Examples of customer actions you can configure:

• Escalation: upraising a ticket with an explanation and automatic status transition. See the interactive demo.
•   Approval: waiting for approval from another user with Waiting for approval status before Waiting for support. See the interactive demo.  
• Saving as draft: Saving ticket with draft status and waiting for detailed information to fill before submitting. See the interactive demo.  
• Edit request: Edit configured fields in the request under controlled conditions. See the interactive demo.  

For more detailed information, please visit the documentation. 

You can set up your customer actions as long they can be matched with your workflow. 

New advanced custom fields have landed in Custom Fields Suite (Cloud☁️)

First of all, Multilevel Select for Jira is now Custom Fields Suite! We added two more advanced custom fields that can change your project management, agents’ work, and customer experience.

• Regex (Regular Expression) 

Validate values and make sure you get the correct data. This custom field is made to inform customers or users when they provide the wrong format in the field and make it impossible to save a ticket/issue.

This custom field works on the create issue screen and on the customer portal. Agents won’t get stuck due to wrong data, and your internal workflow will be without errors too. 

Examples of Regex custom fields:

• postal codes
• card number
• IP address
• E-mail
• phone number 
• IBAN

You can check how it works with an interactive demo.

• Dynamic Field (based on Jira Expression)

This is a read-only field displayed in the issue view to display contextual information related to the current issue. In short, this field can gather information about how many subtasks the parent issue has, e.g., What for? To make it easier to understand issue complexity, not scroll and hop between views - have all crucial data in one place (issue details tab). This custom field value is dynamically generated based on other issue fields. It also updates itself without manual actions.

Examples of Dynamic fields: 

• Comment count
• Last comment author
• Creation time
• Days in prev status
• Last status changed
• Attachment size 
• Attachment count
• Child issues Done %
• Sub-task count
• Issue link count

Issue Templates Agent: use issue templates in automation  (Cloud☁️)

Issue Templates Agent has a new feature! Issue templates can now be used in automation.

It means that after a trigger, we can add creating an issue from a template or put a template on an already existing issue. Whether you configure templates with the whole structure (epic, tasks, subtasks) or simple templates - you can use it in automation.

A use case for better understanding: we set up the version released as a trigger, and after that, we want to create a task in the marketing project with “inform customers about the new release” with three subtasks. 

The result: After any release, the marketing team will be given a new task. You don’t have to remember to create this issue manually, and you don’t waste your time creating the whole structure every single time.

❗️ You need a valid token! You can get it once creating automation templates or in Manage apps under Issue Templates Agent. 

Now you can define different triggers depending on your use case. Also, the use of templates is no longer limited to the Create issue screen only

You can also make that happen from Postman or other tools with Rest API. 

Upcoming webinars: 

​​Stress-free incident communication with Jira Service Management 

• with Kate 
• 16/10 19:00 PM CEST 1:00 PM EDT 10:30 PM IST
• Save your spot for free 🔗 https://streamyard.com/watch/PPw6vfmjAetM 

Making Agents' Lives Easier: Building a Self-Service Portal in Jira Service Management

• With Krzysztof 
• 30/10 19:00 PM CET 2 PM EDT 11:30 IST 
• Save your spot for free 🔗  https://streamyard.com/watch/NRypKdjAgJm2 

PS If those aren’t your preferred hours, sign up anyway to get the recording to your inbox.

TEAM ‘24 Europe

Event season has begun! The whole ecosystem is buzzing about TEAM ‘24 Europe in Barcelona, where we will be as well. If you want to meet with Kate and Chris, save the slot or DM them 😊

Work Evolution Summit 2024 

The first event in Romania is over, but we must say, great job, Life in Codes! Thanks, everybody, for being there with us! It was a blast, and we look forward to the next edition.  

📚 Appsvio Bookshelf: 

We recommend an article about creating sub-components in Jira. As you probably know, there is no native solution for this, so we have a workaround for you—with a pinch of magic. 

•  Building an Efficient Service Catalog with Jira Service Management

Also, Kate spent three weeks in Japan 🏯, so kudos for this great background pic! 

That’s all. 

Stay productive and awesome! ⭐️