JSM Integration

• Overview
• Enabling JSM Modules
• JSM Portal Example
• Portal Request Detail Panel
  • Configuration
  • Use Cases
• Portal Footer
  • Configuration
  • Use Cases
• Portal Subheader
  • Configuration
  • Use Cases
• Filtering by Request Type
  • Configuration
  • Example
• Portal Filtering
  • How Portal Filtering Works
  • Configuration
  • Portals vs Projects
• JSM-Specific Templates
  • Request Type Information
  • SLA Status (if available)
  • Customer-Friendly Status
• Best Practices
  • For Portal Panel
  • For Footer
  • For Subheader
  • General
• Troubleshooting
  • Panel Not Showing on Portal
  • Panel Shows for Wrong Requests
• Next Steps

Display information panels on the customer-facing Jira Service Management portal.

Overview

Message Panel supports five JSM portal locations:

Module	Location	Visibility
Portal Request Detail Panel	Request details page	Customers viewing requests
Portal Footer	Bottom of portal pages	All portal visitors
Portal Subheader	Below portal header	All portal visitors
Portal Subheader (Create)	Request creation form, below title	Users creating requests
Portal Footer (Create)	Request creation form, bottom	Users creating requests

For Create modules, see JSM Create Modules.

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Enabling JSM Modules

1. Go to Apps → Message Panel Settings
2. Click Module Settings tab
3. Enable JSM modules:
   • JSM Portal Panel
   • JSM Portal Footer
   • JSM Portal Subheader
4. Click Save

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JSM Portal Example

Here’s how Message Panel looks on the customer portal with multiple panels configured:

This example shows:

• Subheader with important notice
• Request Detail Panels in the sidebar (Issue Details Panel, HTML Alert Panel)
• Related Issues Panel with linked issues table
• Footer with support contact information

---

Portal Request Detail Panel

Displays on the request details page when customers view their requests.

Configuration

1. Create new configuration
2. Select JSM Portal Panel as Display Module
3. Configure data source and message
4. Set context filters (request types, projects)
5. Save

Use Cases

Customer Instructions:

Thank you for your request!

We typically respond within {{ issue.fields.customfield_10001 | default("24") }} hours.

Please ensure you've provided:
- Detailed description of the issue
- Screenshots if applicable
- Contact information for follow-up

Related Articles:

<div style="padding: 12px; background: #F4F5F7; border-radius: 4px;">
  <strong>Helpful Resources:</strong>
  <ul>
    <li><a href="https://support.example.com/faq">FAQ</a></li>
    <li><a href="https://support.example.com/status">System Status</a></li>
  </ul>
</div>

Request Status Info:

**Current Status**: {{ issue.fields.status.name }}

{% if issue.fields.status.name == "Waiting for customer" %}
We need more information from you. Please check the comments and respond.
{% elif issue.fields.status.name == "In Progress" %}
Our team is working on your request.
{% elif issue.fields.status.name == "Resolved" %}
This request has been resolved. Please reopen if you need further assistance.
{% endif %}

---

Portal Footer

Displays at the bottom of all portal pages.

Configuration

1. Create new configuration
2. Select JSM Portal Footer as Display Module
3. Add your footer content
4. Save

Use Cases

Contact Information:

<div style="text-align: center; padding: 16px; color: #666;">
  <p>Need urgent help? Call us at <strong>1-800-SUPPORT</strong></p>
  <p>Business hours: Monday-Friday, 9AM-5PM EST</p>
</div>

Legal Links:

<div style="text-align: center; font-size: 12px; color: #999;">
  <a href="/privacy">Privacy Policy</a> |
  <a href="/terms">Terms of Service</a> |
  <a href="/contact">Contact Us</a>
</div>

---

Portal Subheader

Displays below the portal header, visible prominently on all pages.

Configuration

1. Create new configuration
2. Select JSM Portal Subheader as Display Module
3. Add announcement content
4. Save

Use Cases

Service Announcement:

<div style="padding: 12px; background: #FFFAE6; border-left: 4px solid #FF8B00; margin: 8px 0;">
  <strong>Scheduled Maintenance:</strong>
  Our systems will be offline on Saturday, March 15 from 2AM-6AM EST for upgrades.
</div>

Holiday Notice:

<div style="padding: 12px; background: #DEEBFF; border-left: 4px solid #0052CC;">
  <strong>Holiday Hours:</strong>
  Support will be limited December 24-26. Response times may be longer than usual.
</div>

Emergency Alert:

<div style="padding: 12px; background: #FFEBE6; border-left: 4px solid #DE350B;">
  <strong>Known Issue:</strong>
  We are experiencing elevated response times. Our team is working to resolve this.
  <a href="/status">View status page</a>
</div>

---

Filtering by Request Type

Show panels only for specific request types.

Configuration

1. Edit your JSM panel configuration
2. Go to Context tab
3. Find Show only for request types
4. Select request types from your service desks

Example

Filter for “IT Help” and “Hardware Request” → Panel only appears for those request types.

---

Portal Filtering

Restrict configurations to specific JSM customer portals.

How Portal Filtering Works

Portal filtering is the JSM equivalent of project filtering. It restricts which customer portals show the panel.

• Empty portals list: Shows on all portals (not allowed for Create modules)
• Selected portals: Shows only on selected portals

Configuration

1. Edit your JSM configuration
2. Go to Context tab
3. Find Show only in portals
4. Select one or more portals

Portals vs Projects

For JSM modules, use portals instead of projects:

Filter	JSM Modules	Jira Modules
Projects	Ignored	Used for filtering
Portals	Used for filtering	Ignored

---

JSM-Specific Templates

Request Type Information

{# Field ID varies by installation - use Download Issue Data to find yours #}
{% if issue.fields["Request Type"] %}
Request Type: {{ issue.fields["Request Type"].requestType.name }}
{% endif %}

SLA Status (if available)

{# SLA field ID varies by installation #}
{% set sla = issue.fields["Time to resolution"] %}
{% if sla %}
SLA Status: {{ sla.ongoingCycle.breached ? "Breached" : "On Track" }}
{% endif %}

Customer-Friendly Status

{% switch issue.fields.status.name %}
  {% case "Open" %}
    Your request has been received and is in our queue.
  {% case "In Progress" %}
    An agent is actively working on your request.
  {% case "Waiting for customer" %}
    We need additional information from you.
  {% case "Pending" %}
    Your request is waiting for internal approval.
  {% case "Resolved" %}
    Your request has been resolved.
  {% default %}
    Status: {{ issue.fields.status.name }}
{% endswitch %}

---

Best Practices

For Portal Panel

• Keep messages concise and customer-friendly
• Avoid technical jargon
• Provide actionable information
• Include self-service links when possible

For Footer

• Keep footer content minimal
• Include essential contact information
• Use consistent styling

For Subheader

• Use sparingly for important announcements
• Remove outdated announcements promptly
• Use appropriate colors for message severity

General

• Test how panels appear in the customer portal
• Consider mobile users
• Use HTML format for better styling control

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Troubleshooting

Panel Not Showing on Portal

1. Check that JSM module is enabled globally
2. Verify the panel targets correct request types
3. Ensure project filter includes JSM projects
4. Log in as a customer to test visibility

Panel Shows for Wrong Requests

1. Review request type filter
2. Check project filter settings
3. Verify Display JQL condition

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Next Steps

• JSM Create Modules - Panels on request creation forms
• Context Filters - Filter by request types
• Message Formats - HTML formatting for portal
• Templates - Dynamic content syntax

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Related Docs

• Bulk Operations
• Configuration Basics
• Context Filters
• Data Sources
• Delegation