Service Management Projects
- Rosen Marinkov
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Use Issue Matrices in Jira Service Management projects
Issue Matrix for Jira Cloud was planned and designed to have the Jira Service Management users’ needs and experiences in mind. As a result, we’ve built the ability to create Issue Matrices in Jira Service Management projects to significantly improve and customize the default view of service requests, incidents, problems, changes, and post-incident requests.
In your issue matrices, you can visualize the values of Service Management-specific custom fields like Time to first response, Time to resolution, Organizations, Request Type, Satisfaction, Urgency, etc.
Insight fields are supported by Issue Matrix for Jira Cloud. This means that you can visualize data from Insight fields in matrix panels and use the advanced JQL syntax to filter the data from such fields.
Create Issue Matrices in Service Management projects
Issue matrices are created the same way in Service Management and Jira Software projects. To successfully create and configure matrices in service projects, follow the Create Matrices guide.
Link to multiple service projects
You can link one matrix configuration to several service projects. Thus, you don’t need to create new issue matrices in the desired projects. Instead, you can reuse an existing matrix configuration by linking it to more than one project.
All Issue Matrix types are supported in Jira Service Management projects too. However, keep in mind that the Epic issue type is not present in the Service Management projects by default.
Hence, if you create an epic-type matrix without adding Epic to a project’s issue type scheme, the matrix itself won’t appear on the issue view page. However, the moment you add the epic issue type to the scheme, the Issue Matrix panel will appear in your issues.
Can I use the JQL extension in Service Management projects?
Issue Matrix' extended JQL syntax for system fields and custom fields is available for Service Management projects. Our JQL extension is a powerful tool that allows you to refine and customize the data displayed in the Issue Matrices according to the data of the current issue you're viewing.
For example, in Service Management projects, you can create a JQL-type Issue Matrix with the following JQL entry containing our extended syntax currentIssue to filter all tickets reported by the current issue's reporter:reporter = ${currentIssue.reporter}
On top of that, you can build similar queries with the currentIssue syntax also for the Service Management fields like Request Type, Organizations, SLAs, etc.
View details and more examples by visiting the Service Management use cases section here
Use inline editing
With this robust feature, you can apply immediate changes to issues by editing their fields inline from an Issue Matrix panel. Hence, you no longer need to leave the current issue view and open each issue individually to update it.
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