Use Cases

Service Desk - View Related Customer Cases

In this use case we can imagine that an agent is working on a ticket for a customer. The ticket (issuetype Support) has a field called Customer which contains the customer’s company name. The agent would like to see a list of all the existing tickets of this customer. This gives the agent some context and useful information to help resolve the issue - for example the agent might notice that there is an existing ticket reporting the same problem or might identify that the reported problem is recurring.

We can create a Related Issue Panel by

1. Click the “+ New Panel” button.

2. Provide a Name for your Related Issues Panel e.g. Related Customer Cases

3. Select the Projects where this panel should appear i.e. the relevant Service Desk Project. Then select the relevant issue types where the panel will appear. In this case we will be selecting Support.

4. Select the fields you wish to display in the panel.

5. In the JQL field insert “Customer” = ${issue.Customer} and issuekey != ${issue.key}

6. Click Save and then Confirm.

Asset Management - View History of Issues related to an Asset

In this use case we have a Jira project which records our Assets. Our Assets consist of Hardware devices and Software Licenses. We record information such as the asset tag id, the current location, and where the asset is stored/installed.

We would also like to see the history to problem tickets related to the asset. In our problem management project we have a field which identifies the asset(s) that are relevant in a particular case.

We can create a Related Issue Panel to show this list by:

1. Click the “+ New Panel” button.

2. Provide a Name for your Related Issues Panel e.g. Related Asset Tickets

3. Select the Projects where this panel should appear i.e. the relevant Asset Management Project. Then select the relevant issue types where the panel will appear. In this case we will be selecting Hardware Asset.

4. Select the fields you wish to display in the panel.

5. In the JQL field insert “issuetype = Problem“ and “asset id” = ${issue.asset id} and issuekey != ${issue.key}

6. Click Save and then Confirm.

Test Case and Test Cycles

In this situation we are using Jira to manage testing. We have Test Cycles which contain one or more Test Cases. Test Cycles and Test Cases are issue types. The user will create Test Cases and Test Cycles using these issue types. When a new Test Case is created, we relate it to a Test Cycle by selecting the Test Cycle from a field.

When you view the Test Cycle, a Related Issue Panel called Test Cases will appear and will list the Test Cases that are related to this Test Cycle. The Test Cases issue panel will only appear in the Test Cycle.

The instructions for setting this up are similar to the above use cases. If you need help please get in touch.

Epics in Initiative / Initiatives in Program / Programs in Portfolio

This is an example of using specific versions of the panel for different levels in the Project Portfolio. In this case the issue type Initiative will have a panel called Epics in Initiative. The Program issue type will have a panel called Initiatives in Program, and the Portfolio issue type will have a panel called Programs in Portfolio. The functionality of each is very similar; each will have a button to create the respective issue.

⚡ To use Show Related Issue effectively you need to have a common field that relates the issues with one another and you need to be able to express this relationship in JQL. One way to build these relations is through our Issue Reference Field Type app (free). This allows you to build special select list fields that contain a list of issues. The list of issues that should be displayed in the select list is configured using JQL.