Portal Insight for Jira Service Management
Portal Insight shows customers on the Jira Service Management portal what they keep asking agents for: who is working on their request, the SLA status, fields you choose and linked requests. Nothing is shown until a Jira administrator enables it for a service desk. The app runs entirely on Atlassian's platform: no data leaves your site.
What customers see
On every request of an enabled service desk, a Request details panel appears on the customer portal:
| Section | What it shows |
|---|---|
| Assigned to | The assignee's display name, or "Not assigned yet". No e-mail address, avatar or account ID. |
| Fields | Up to 20 fields you choose, in your order, as plain text. Empty fields are hidden. |
| SLA | SLA fields as a status (on track, paused, overdue, met, missed) and the time remaining. |
| Linked requests | Linked issues in the mode you choose (see below). |
Link modes
| Mode | What customers see |
|---|---|
| Do not show | Nothing (default). |
| Only requests the customer can open | Each linked issue is checked as the customer. Only requests they can open themselves are listed, with a link to the portal. Recommended. |
| All linked issues: key and status | Every linked issue with its key and status, no summary. |
| All linked issues: key, summary and status | Every linked issue with its summary. Summaries of internal issues become visible to customers; choose this only if that is acceptable. |
Who configures it
Users with the Jira Administer Jira global permission, in Jira settings → Apps → Portal Insight. The interface follows each person's Atlassian profile language: English or Polish.
Licensing
Portal Insight is billed by the number of Jira Service Management agents. Portal customers are not counted. Sites with up to 10 agents use it for free.