Installation & Licensing
vAgent is the app for better overview and usability of your Service Desk projects.
Let's go through a few of them.
"Customer Domain" custom field
The custom field for the customer domain is configured to always store the "@domain.com" part of the reporters email address. This makes it convenient to use in JQL functions and issue filters, if you want to filter users. To display it in your issues, you need to configure it so that it appears on the screens of your issue views. Follow the steps in the illustration to do this.
To continue our tour through vAgent, you should check the vAgent app configuration page. Just click on the menu icon 'Administration' in the upper right corner and select 'Manage apps'. You will find the vAgent configuration page in the left sidebar. By clicking on it, the layout appears on the right-hand side of the page.
Steps to enable 'NoLogin Portal':
- Enable NoLogin portal
- Select a 'User for NoLogin portal' (Does not need licenses)
- At least one Service Desk project has to be configured so that 'Anyone can email the service desk or raise a request in the portal'. Only projects will be shown, where the 'NoLogin portal user' has access to
- Project Lead needs Service Desk Agent licenses
Since the customer portal is not accessible without an account, a user needs to be assigned to access the Service Desk pages. This is the only role the user will have; we have ensured that the user has no access to Jira or to their own profile.
In order to create requests on behalf of the 'NoLogin user', the project lead must be an agent in the 'Public Service Desk' projects. By default, the project lead is used to create the request, but the request reporter is the customer with his/her e-mail address.
Enable Single Sign-on
The functionality 'Single Sign-on' allows the user to login to Confluence directly.
Steps to enable single sign:
- Jira instance have to be connected with Confluence
- Enable Sigle Sign-on
Link users directly to the 'NoLogin portal'
There are two options to link users directly to the 'NoLogin portal'.
The first option is that the admin can use the target parameter with the value '?target=nologin' in the address to open NoLogin immediately.
Another option to link the user to the 'NoLogin portal' is the functionality 'Create a custom link '. The admin can generate an URL, so every user who owns the custom link will be able to create a request. The request will be created on behalf of the selected user.
Steps to create a custom link for your service desk:
- Click on the drop-down
- Choose a user
- Click on 'Generate URL'
- The information about the created URL will be shown in the section 'Created custom URL'
By using the custom link any user can log-in to the to the service desk as guest
vAgent Panel Configuration and Time Spent Panel
Related issues and time spent have to be configured in the configuration of each project. Therefore, it is possible to configure these panels differently for each project. In order to access the vAgent configuration page of a project, select a project and click the 'Project Configuration' button in the lower lefthand corner.
Once you are in the Project Configuration, you can find the 'vAgent Configuration' at the bottom of the sidebar on the left. Click to display the vAgent Configuration page.
You can start by activating the first two options, the 'Time Spent' panel and the 'Related Issues' panel. This activates the panels for the current project.
Before we can save the configuration, in the 'Time Spent' section of the Configuration panel, change the dropdown boxes from 'Disabled' to any of the 'Enabled' options. This activates each of the time tracking values. The time spent is logged in the 'Time Spent' panel:
- Domain - based on the Domain custom field
- Reporter - will find the time spent on issues in which the reporter is the same
- Tempo Account - if Tempo account is set up and an account is linked to an issue, this will get time spent on the account
The 'Scope' defines the range of issues for which the time is calculated. For example, if you select 'Enabled: (Scope: current project)' for 'On domain', the 'Time Spent' calculates the time spent on all problems that contain the value of the same domain.
Configure 'Time Spent' Panel:
Fill in the fields for Name, Description and Filter under 'Configure a Custom Time Spent filter'. A description is not required.
For the JQL filter you can use JQL functions currentProject(), currentIssue() and currentReporter(). This will not work anywhere else.
In the 'Filter logged time by date range' section, you can specify a rolling date range, which always filters the time spent between e.g. -20 days before today, to -5 days before today. This means that if the panel was on 20.5.2019, it would report the time spent between 1.5.2019 and 15.5.2019. If today was 29.5.2019, the panel would report the time spent between 9.5.2019, and 14.5.2019.
Related Issues panel
The vAgent configuration page includes the 'Manage Tabs' section, which allows you to rearrange, edit, show/hide the default tabs.
You can also remove the tabs, but this doesn't work for default tabs (they can only be edited and hidden). If you edit a default tab, it will only be edited for the current project. All other projects with default tabs remain untouched.
It is also possible to use existing user-defined Jira filters to create a custom tab. To do this, you can fill in the data in the 'Add new Tab' form:
- give your tab a name
- give it a description (names don't have to be unique, so a description will help you differentiate tabs with the same name)
- select a Jira filter from the dropdown menu
Click the 'Add new' button when you're ready. The Tab will immediately appear in the 'Manage Tabs' section so you can reorder it, edit it, hide/show it or remove it.
As you can see in the screenshot to the right, we have configured our 'Related Issues' panel to hide 'Similar Issues' and 'Account Issues' from the panel. We also added a new custom tab 'My Custom Tab' that uses a JQL filter from the selected Jira filter.
If we wanted to edit a tab, we would only have to click on the 'Edit' icon next to the tab we want to edit. Please note that editing a default tab only changes the JQL filter (Figure 1), while editing a custom tab allows you to change everything (Figure 2).
Figure 1. Editing a default tab
Please also note that a user-defined tab page configured by a Jira filter also retains the rows configured for this Jira filter. If you want to change this, you need to edit the original Jira filter via the Jira user interface.
Figure 2. Editing a custom tab