Incident Banners

What is an incident banner in Jira Service Management?

An incident banner allows the creation of a notification displayed on the Customer Portal from the ticket view in Jira. It’s an easy way to keep customers well-informed and instructed during an ongoing incident. If you create incident banners from the first ticket about ongoing incidents, you can prevent your team from being flooded with duplicates.

How does it work?

1. Open an issue in a Service Project.
2. Go to the Incident Banners panel - on the right side, under issue details.
3. Expand the view with a drop-down arrow and click ”+ Add banner”.
4. Set the internal name (only for internal use) and content which will be displayed on the Customer Portal.
5. You can customize the text with text formatting options, links, or bullet lists. Make it easy to read and include relevant links.
6. Save the banner.

7. The banner will be displayed until ticket resolution (statusCategory = Done).

8. The banner is saved on the incident banner list in all tickets in this project, with information about which ticket it was made, by whom, and on what date.

Can you create more than one banner?

Yes, you can create as many incident banners as you need. The newest one will be displayed at the top of the Customer Portal. Remember to keep it simple and in order to do so, don’t multiply banners when you can simply edit them or delete irrelevant ones.

Can you edit or delete a banner?

If you want to update or change the content in the incident banner, choose the one you need to adjust, make the change, and simply click “Edit banner”. The banner will be automatically updated on the Portal. If you want to withdraw from the change, click Cancel.

If you want to delete an irrelevant banner, expand the incident banners list and select the bin icon.