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Improve user experience for Service Management projects

Issue Matrix for Jira Cloud addresses the UI limitations in Jira Cloud's Service Management projects. It's designed to allow you to handle service tickets easier and faster.

Now, let's look at the default request view in a Service Management project in the image below

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Lack of context in default Service Management requests

The default information shown in Jira requests is limited and often lacks important context. You can't easily change what's displayed in Jira issues. This makes it difficult for Jira Service Management users to make the most of the platform.

For example, with the default views in Jira, you can't see all the tickets from the same reporter in one place.

Bring context to your Jira Service Management requests

With Issue Matrix, you'll become more productive when using Jira Software and Service Management. It lets you customize how you see issues and their details, overcoming the limitations of the default Jira user interface (UI).

With our app, you can see information from related issues, even if they aren't directly linked, all in the same Jira Service Management request. For example, in Service Management projects, it's often useful to see all the requests with the same reporter who added the current request. Issue Matrix for Jira Cloud can help with this.

When viewing a ticket, the app allows you to have custom panels with lists of requests, incidents, and more. These items may not be directly linked, but they share fields like the same project, assignee, reporter, request type, or organization fields as the current ticket. This means you don't have to leave the current request to collect information from other Jira pages.

Learn how to create and use Issue Matrices in Jira Service Management projects.

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An Issue Matrix panel showing all requests in progress by the same reporter

Use Advanced JQL syntax by Issue Matrix

Our team has developed an advanced JQL syntax (also called JQL extension) for Jira system and custom fields. This allows you to filter a list of related tickets, even if they aren't directly linked, based on their custom field values. You can compare these field values with the ones in the ticket you're currently viewing.

For example, you can use the custom JQL syntax to show all requests with the same assignee or reporter as the issue you're currently viewing.

View all tickets with the same assignee as the current ticket

On а single ticket screen, you can easily see all the open tickets with the same Assignee as the current ticket. To do this, you need to create a JQL-type Issue Matrix with the following JQL entry in its configuration:

assignee=${currentIssue.assignee} AND status="OPEN"

No need to leave the current ticket to find more related information.

View all tickets with the same customer as the current ticket

To see all tickets submitted by the same customer, create a JQL-type Issue Matrix with the following JQL query:

reporter=${currentIssue.reporter}

This extra information in your issue views will save you time and effort navigating and searching in Jira.

Use inline editing for enhanced productivity

Inline editing allows you to quickly update service management tickets right within the Issue Matrix panel. This feature lets users make changes to multiple requests without having to leave the current ticket. For example, you can update fields like summary, status, assignees, estimates, and more for all the tickets listed in the Issue Matrix panel.

For the complete list of fields you can edit, check our documentation on Issue Matrix for Jira Cloud's inline editing capabilities.

Discover improvement opportunities by spotting similar customer issues

Issue Matrix for Jira Cloud makes it easy for your team to find common pain points experienced by your clients. You can create an Issue Matrix of the Similar Matrix type to find tickets that share similarities with the one you're currently reviewing. It compares the text in the Summary and Description fields to find matches and shows them in a matrix panel.

The Similar Matrix focuses only on text similarities, which means you can have matrix panels with similar tickets from different projects and reported by different people, all while staying on the same ticket screen. You can use the filter JQL in the matrix to narrow down the results and focus on the issues that are most important for your business.

Learn how to create a Similar Matrix and use it to:

• identify recurring problems, leading to more efficient resolution of customer issues in Jira Service Management,

• quickly find similar issues in large and complex projects,

• identify patterns and trends across your projects, and discover areas for improvement,

• identify duplicated issues, reduce redundancy, and improve the overall quality of your data in Jira.

Take a look at the example below to see how the Similar Matrix works.