JIRA Service Management add-ons that you are going to love

JIRA Service Management is a system that meets a variety of user requirements. Its unique functionality and versatility provide organizations with extraordinary convenience in managing service requests. JIRA can be customized thanks to a wide range of add-ons, which expand its functions. Do you need to extend the capabilities of your service system? See what add-ons are available for JIRA Service Management and how to find them.

Add-ons – extended functionalities of JIRA Service Management

Apart from using its built-in functionalities, JIRA Service Management can be adapted to the unique needs of any company. At Hicron we specialize in designing new, tailor-made solutions, and the add-on function is particularly useful here, enabling the maximum personalization of the system to meet the actual needs of the Customer.

The Atlassian Marketplace platform offers a range of over 5,300 available add-ons. Below we present the solutions used daily in our organization:

1. Personalized Customer Portal

The basic view of the Customer portal can be expanded with the Theme Extension add-on. This add-on offers, among others:

more intuitive interface
ability to create your own filters
access to SLA metrics on each request

2. Global request queues

Updated in real time, greatly facilitate the work of technical support teams. The use of the Cross Project Queues add-on enables the creation of global request queues. Thanks to this feature, consultants working on different projects can track the requests that require completion – all in one place. This solution also allows the maintenance of the assumed SLA.

3. Script Runner

It offers the ability to expand workflow with additional conditions, post-functions, or transitions, which enable, for example:

automatic addition of comments to related requests when the main request changes status
sending an e-mail to a user when the conditions on a given transition are met
automatic closing of subtasks when the main request is closed or blocking the closure of a request until all subtasks are resolved

4. Canned responses

Previously saved comments that can be selected from a drop-down list. The comments can be further grouped into folders, and their availability can be changed at will – depending on the authorization level – to global, personal, or available for a particular project or team. With the basic authorization level, only personal templates can be created, but all participants can use global templates as well as those made available for a given project.

5. Eazy BI

This add-on allows you to create custom, fully interactive reports and charts. The data loaded to the reports can be freely managed and modified with just a few clicks using the drag & drop function or with the more advanced built-in MDX editor. It allows you to create custom measures for reports. The add-on also offers the ability to customize charts and present data in the form of tables, bar charts, timelines, or Gantt diagrams, while the statistics visible in the reports are updated in real time.