Glossary

This glossary explains the terms used in Feature Bundle and in its documentation. For terms from Jira Service Management, it also says how Feature Bundle uses them. Short forms used in the docs are in brackets.

Access

The part of a panel or form that decides who sees it, by role: the reporter, request participants, organizations, approvers, Jira groups, or users named in custom fields. See Create a panel and Create a form.

Additional Fields (AF)

A feature that shows field values, work items, assets, and links from a request in panels on the customer portal. It was previously called Request View Enhancer. See Additional Fields overview.

Announcement Banners

A feature that shows a message at the top of chosen pages of the customer side of Jira Service Management, for example about an outage or maintenance. See Announcement Banners overview.

App Configuration

A page that sets the order and visibility of the panels of Customer Actions, Additional Fields, and Ticket Journey in the Top, Center, and Side zones of the request view. See App Configuration.

App Editions

Feature Bundle has two editions. Standard includes everything except the items of Advanced. Advanced adds the SLA Metrics field, the Assets field in Additional Fields and Customer Actions, and the My assets object. See App Editions.

AQL

Assets Query Language, the query language of Jira Assets. In Feature Bundle you use an AQL query to limit the assets that an Assets field or a My assets object offers. See How to use Assets Query Language.

Assets

Jira Assets stores assets and configuration items as objects in object schemas. Feature Bundle shows assets on the portal in an Assets field and in My assets, and in Customer Actions it lets customers change them. These features are in the Advanced edition. See Assets.

Attributes

An object of Additional Fields that shows details of the customer and of the organizations of the request, such as an email address or a phone number. The attributes come from the customer and organization detail fields of Jira Service Management. See Show customer and organization attributes and Manage organization detail fields.

Customer

A person who raises requests on a customer portal of Jira Service Management. A customer doesn’t need a Jira license. See What are service space customers and organizations?

Customer Actions (CA)

A feature that lets customers make changes to their request and provide new data from a form on the customer portal. See Customer Actions overview.

Customer portal

The website where customers raise and follow requests. Each service space has its own portal. Feature Bundle shows its panels, form links, and Ticket Journey on the request view of the portal, and Announcement Banners on several pages of it. See What is a portal?

Form

An item of Customer Actions. A form is a dialog in which customers change their request. A link on the request view opens it. See Create a form.

Global configuration

A page of settings that apply to the whole site, for example whether service agents always see panels and forms regardless of Access and JQL. Only users with the Jira administrator permission can open it. See Global configuration.

Help center

The page that lists the portals of your site and where customers start. Announcement Banners can appear on the help center and on other customer pages. See What is a help center?

JQL

Jira Query Language. In Feature Bundle a JQL condition limits a panel, a form, a field, or a step to the requests that match it. See Use advanced search with Jira Query Language (JQL).

JSM

Jira Service Management, the Atlassian product for service teams. Feature Bundle is an app for it. See What is Jira Service Management?

My assets

An object of Additional Fields that shows the assets of the customer who views the request. It is available in the Advanced edition. See Show a customer’s assets.

Organization

A group of customers in Jira Service Management. In Feature Bundle you can limit access to selected organizations, and the Attributes object shows the details of the organizations of a request. See What are service space customers and organizations?

Panel

An item of Additional Fields. A panel shows objects in a zone of the request view, for the requests that match its request types, JQL condition, and access. See Create a panel.

Request type

The type of a request that a customer chooses on the portal. In Feature Bundle you limit panels, forms, and steps to chosen request types. See What are request types?

SLA

Service level agreement, a time goal for a request in Jira Service Management. The SLA Metrics field shows the SLA of a request to customers in a panel. It is available in the Advanced edition. See SLA Metrics.

Space

Jira’s name for a project. Feature Bundle configures panels, forms, and steps for each space.

Step

A stage of a Ticket Journey. You define the steps for a request type, each with a JQL condition, and customers see the step their request has reached. See Configure steps.

Ticket Journey

A feature that shows customers which stage their request has reached, as a sequence of steps, also known as a request progress timeline. It was previously called Request Steps. See Ticket Journey overview.

Work item

Jira’s name for an issue. The Work items object of Additional Fields shows the parent, children, subtasks, linked, or related work items of a request. See Show work items.