Gathering data from the customer portal requests
In this use case, you will learn how to gather data from the Customer Portal Requests using Table Grid Next Generation app. Get more details about the customer's environment in a support request.
You will also learn how to use several features in TGNG app such as:
How to fill in a list with dynamic options
Introduction
You can gather information from the create request screen on your Jira Service Desk Customer's Portal with the help of the grid. For example, by setting the grid fields as required you can get all valuable data to start progress on a support ticket.
This helps to improve the support process with product information specified in a grid.
Prerequisites
User logged into their account, installed Table Grid Next Generation Server / Datacenter app
User created a related Jira project
User had the admin role on Jira
User had a database system such as: MySQL, Postgres, SQL Server, etc.
Post-condition
User can use the grid to update related information for the list of items
User can create issues using the Environment Details grid
User can download/upload the Configuration for personal usage
User can add more rows to support the customer service
Conditions
Required fields are marked with a red asterisk *
The grid must contain at least one column, or else it will show the pop-up message
“Error table-config-column-config-required”.The grid can be displayed in more than one project
When clicking the box Cell value required, user need to fill the information in the cell.
User have to set the name of Column to be an exact match with Column of the database.
User need to type the correct statement for the “SQL query”. For example:
SELECT column1, column2, ... FROM table_name;
Flow chart diagram
Configure Environment Details Grid
Basic Flow
Step | Action |
---|---|
1 | Navigate to Jira Administration by clicking button |
2 | Click Manage apps tab, in Table Grid section choose Grids |
3 | In Grid Fields, click Add Grid button to add new grid |
4 | Fill information for “Name” and “Description” In this example, writer used
|
5 | In Configuration - Column, click Add new column to create new column |
6 | In Add Column, choose Single Select List in Column type User fill information for Identifier and Title Type “japp“ as Identifier and type “App” as Title Tick the box Cell value required to make sure the value to be used in each cell of column. In Dynamic options, choose JIRA for Data Source and type the SQL query: SELECT pluginname FROM pluginversion Refer to find database tables and table columns to extract the data you need from Jira Data source
Note: Remove prefix such as “public.” when typing table_name in the SQL query
SELECT [column_name] FROM [table_name] In Mapping, for label, choose “pluginname” Click to save the dynamic options Click Add to save the information |
7 | In Configuration - Column, click Add new column to create new column |
8 | In Add Column, choose Single Select List in Column type User fill information for Identifier and Title Type “jproductversion“ as Identifier and type “Product Version” as Title Tick the box Cell value required to make sure the value to be used in each cell of column In Dynamic options, choose JIRA for Data Source and type the SQL query: In Mapping, for label, write “pluginversion” Click to save the dynamic options Click Add to save the information |
9 | Click Add new column to create new column |
10 | In Add Column, choose Single Select List in Column type User fill information for Identifier and Title Type “jenvironment“ as Identifier and type “Environment” as Title Tick the box Cell value required to make sure the value to be used in each cell of column In Static options, add 2 labels “Jira Server” and “Jira Data Center” Click Add to save the information |
11 | Click Add new column to create new column |
12 | In Add Column, choose Single Select List in Column type User fill information for Identifier and Title Type “jjiraversion“ as Identifier and type “Jira Version” as Title Tick the box Cell value required to make sure the value to be used in each cell of column In Static options, add 2 labels “Jira 8” and “Jira 9” Click Add to save the information |
13 | Click Add new column to create new column |
14 | In Add Column, choose String in Column type User fill information for Identifier and Title Type “jcomment“ as Identifier and type “Comment” as Title Click Add to save the information |
15 | Click the button to add row in the grid, so your customer can fill information into it Click Save to save the grid |
Exceptional Flow
Users type wrong SQL query
Continued from step #6 in the Basic Flow:
Step | Description |
7 | An “Errors” message appears |
Use case stops. |
Users click “Cancel” when saving the config
Continued from step #14 in the Basic Flow:
Step | Description |
15 | The system shows a pop-up message: “Exit without saving?” |
16 | User click Yes button |
Use case stops. |
Use the Environment Details Grid in Customer Portal Request
Associate field to screens
Click Issues tab, in Fields section choose Custom fields
Click the button of the grid Environment Details
Click Associate with screens
Tick the box on all the screens of your project
Click Update to save the config
Edit fields in Request Types
Open your project, click on the Project bar to open Project settings
Click Request types to open Request types list
Click Edit fields on the Request type that you want to add the Table grid field. It is “Get IT help” in this case
Click Add a field to add a custom field to the request form of this request type
Tick the box “Environment Details” to add this field
Click Apply to save the config
Customer’s view on the Portal Request
Click Raise a request on the Project bar to navigate to Help Center
Click “Get IT help” - the Request type that has been added the “Environment Details” field
User fill the information in “Environment Details” field
On a create issue screen of the Customer Portal in Jira Service Desk, there's a grid which should be populated with required data. This is how it looks from the customer's side.
Click Create to create request
Final result on Issue view
Finally, users can gather data that their customers have filled in the request form.
You have completed this use case. Thank you for reading!