Service Management Integration

Owned by Julia Romanenkova
Last updated: Nov 14, 2023 by Oleksandra Kravets
3 min read

Since version 6.0.0 Smart Checklist for Jira Server and Data Center supports visibility of Smart Checklist on the Customer Portal in view only mode.

How to Enable/Disable feature in Global Settings

By default, the feature is disabled and the Smart Checklist is not visible on the Customer Portal.

To enable the feature in Global Settings - please follow the next steps:

  1. Navigate to the Jira Administration Settings → Manage Apps → Smart Checklist Settings.

  2. Navigate to the “Global settings” tab.

  3. Turn on the “Show on customer portal” toggle:

To disable the feature in Global Settings - please follow the next steps:

  1. Navigate to the Jira Administration Settings → Manage Apps → Smart Checklist Settings.

  2. Navigate to the “Global settings” tab.

  3. Turn off the “Show on customer portal” toggle:

How to Enable/Disable the feature in Project Settings

Project Settings overrides the Global Settings. Once Project Settings manually changed it will keep it states regardless of enabling/disabling in the Global Settings

To enable the feature in Project Settings - please follow the next steps:

  1. Navigate to the Service Management Project you are working on → Project settings → Smart Checklist Settings

  2. Turn on the “Show on customer portal” toggle:

To disable the feature in Project Settings - please follow the next steps:

  1. Navigate to the Service Management Project you are working on → Project settings → Smart Checklist Settings

  2. Turn off the “Show on customer portal” toggle:

How the feature works

Once you enable the feature - after adding Smart Checklist content to the service management tickets - customers will be able to see Smart Checklist in the view-only mode:

Customer is able to:

  • view checklist

  • expand/collapse the items with details

  • hide completed items

Smart Checklist visibility

Depending on the user role, Smart Checklist will be shown differently on either Customer portal or Agent portal when empty or not empty (applicable since version 6.1.0).

 

Service Desk Customer role:

Customer portal view when Smart Checklist is empty:

Customer portal view when Smart Checklist is not empty:

 

Service Desk Team role:

Customer portal view when Smart Checklist is empty:

 

Customer portal view when Smart Checklist is not empty:

 

 

Agent portal view when Smart Checklist is empty:

 

Agent portal view when Smart Checklist is not empty:

 

If any changes are done to the Smart Checklist (new items added/template applied) by an agent on the Agent portal, the checklist will be displayed for customers on the Customer portal in view-only mode.