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  • Idea Summary
  • Number of votes
  • Number of comments
  • Author of the idea
  • Time of idea submission
  • Status of idea / ticket
  • Category

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For each listed ticket, the following information is displayed:

  • Ticket Summary
  • Number of comments
  • Author of the ticket
  • Time of ticket submission
  • Status
  • Category

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Sorting and Filtering Ideas/Tickets

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The app adds the Customer Portal tab on the Jira issue panel: 

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Once you press the Customer Portal tab you will see the author of the idea, the number of votes, and the public URL, which the current idea is available at. For the support request, only the author and the public URL are shown. The agent can immediately proceed to Customer Case portal for viewing idea or ticket details by clicking the Public URL link.

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The agent can post or edit comments (both own and users'). All the comments posted through the Customer Portal tab will be shown to customers when they open the corresponding idea. When the agent starts progress on the issue or resolves it, the corresponding status is shown to customers in Customer Case. Optionally, the agent can attach one or multiple attachments to the comment, these attachments will be visible in Customer Case too.

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Info

The Сomments tab is used for internal correspondence. The comments and attachments that you add to this tab will not be visible on the Customer Case portal.

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The app provides a set of issue properties searchable using JQL

Examples:

customerVotes>2 searches for all issues having more than 2 votes for a specific project
project="PROJECT_NAME" ORDER BY customerVotes ASC (or DESC)Filters ideas from the specified project in the ascending (or descending order)
project="PROJECT_NAME" AND customerVotes>2 ORDER BY customerVotes ASC (or DESC)Searches in the specified project for ideas with the number of votes more than 2 and shows them in the ascending order.
project = "PROJECT_NAME" AND ccUserId=139366Searches in the specified project for ideas that belongs to the certain user
project = name AND created >= "2021-10-10" AND created <= "2021-10-11" Searches in the specified project for ideas that were created within the defined period

Once you have created the JQL query, you can save it as a filter.

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  1. Add a Recently Created Chart gadget to your dashboard.
  2. Select the filter containing the JQL query.
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  3. Select the period for showing the chart.
  4. Define the refresh interval for the gadget.
  5. Click Save.
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