288
Customers have installed this app in at least 288 active instances.
288
Customers have installed this app in at least 288 active instances.
    by Nemetschek Bulgariafor Jira Cloud, Jira Server 8.0.0 - 8.5.1 and more versions
    Versions available for Jira Server 7.3.3 - 7.13.11
    Supported
    Nemetschek Bulgaria supports this app.

    Get support

    Jira Service Desk
    This app is compatible with Jira Service Desk.
    Supported
    Nemetschek Bulgaria supports this app.

    Get support

    Jira Service Desk
    This app is compatible with Jira Service Desk.
    Unsupported
    Jira Service Desk
    This app is compatible with Jira Service Desk.

    Provide powerful reporting for your Jira Service Desk customers

    Provide powerful reporting for your Jira Service Desk customers

    Provide powerful reporting for your Jira Service Desk customers

    Advanced reports page

    SLAs exposed on request view

    Administrator control

    Show an extended report for customer tickets per Service Desk with all needed data

    Allow customer to view SLA times for an issue on the issue view screen.

    Projects admins decide which fields to allow the customers to see

    Advanced reports page

    Customer selected columns

    Administrator control

    Show an extended report for customer tickets per Service Desk with all needed data

    Allow customer to select which fields to see for tickets

    Projects admins decide which fields to allow the customers to see

    More details

    • Extend the default Service Desk Requests report on the Customer portal. With "Advanced Portal Reports for Service Desk" you can easily share and export detailed requests information via the Customer Portal:
    • different fields for each Jira Service Desk project
    • via Jira service desk user portal
    • configure and share specific requests details

    Main Customer features:

    1. Advanced Reports

    • Select which request fields to see in the report (can select from all fields, which the service desk administrator has allowed)
    • Advanced search for requests
    • Export service desk request details to CSV file.
    • View requests created by other customers via Customer Portal (if allowed by administrator)
    • Sort results by column
    • Reorder columns by drag-n-drop
    • Filter the results

    2. SLAs exposure

    • available for each request via the portal
    • configuration by service desk
    • specify one or more SLA

    More details

    Extend the default Service Desk Requests report on the Customer portal. With "Advanced Portal Reports for Service Desk" you can easily share and export detailed requests information via the Customer Portal:

    • different fields for each Jira Service Desk project
    • via Jira service desk user portal
    • configure and share specific requests details

    Main Customer features:

    • Select which request fields to see in the report (can select from all fields, which the service desk administrator has allowed)
    • Advanced search for requests
    • Export service desk request details to CSV file.
    • View requests created by other customers via Customer Portal (if allowed by administrator)
    • Sort results by column
    • Filter the results
    • SLAs via the Service Desk Portal

    Reviews for cloud

    (20)
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    by Mark Hanson on 2019-06-28
    Very good idea, and fills a definite need. I would like to use it, but ran into a bug that I was not able to get corrected: selecting All users caused the program to hang. Did create a bug report and followed up on it, but no fix so far as been provided. Will be checking on this in the future and retesting if it looks good but as of today, can't use it for external customers.
    1 out of 2 found this review helpful
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    Nemetschek Bulgaria

    Hello Mark,

    Thank you for your review. We are aware of the issue with All users filter and working to fix it.

    Best regards,

    Boyan

    Update: The problem has been fixed.

    by Ilaria Faedo on 2019-04-25
    At last a app that customizes the customer portal for Jira Cloud. Clients are very satisfied with it. I goy some trouble because it stopped showing the button at a certain moment. With the add-on support team we couldn't find the problem, just when today they suggested to uninstall other portal customizing apps. I had installed this app that I wasn't even using "statuspage for jira service desk". Then uninstalled it and worked again!
    1 out of 1 found this review helpful
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    Reviews for server

    (20)
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    by Justin Freeman on 2019-11-01
    Evaluated this app as it seemed to solve the problem of showing Worked Hours for issues in Jira Service Desk Portal. Unfortunately, not usable for this function: 1. Could not get worked hours to display at all 2. App adds another "Advanced requests report" to the menu 3. App does not inherit or use the Jira Service Desk branding. Uses it's own branding. 4. App does not display a link at all when used with the My Requests app from Deviniti At this stage, I'm going to create a custom field for Worked Hours and try to get this displayed in the My Requests app in the Jira Service Desk Portal.
    0 out of 1 found this review helpful
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    Nemetschek Bulgaria

    Hello,

    Thank you for your feedback. We are working on adding timelogs to the report as well as branding option (though I don't think we can inherit the branding from Jira Service Desk).

    Edit: As for not displaying the link with My Requests app - the link for Advanced Reports is displayed on the Jira Service Desk pages, only when you open the Reports link, which opens the My Requests app page, the link is not present in the menu. The reason is that this page is not part of the Jira Service Desk pages, it is created and maintained by the My Requests app, so the menu there only contains what that App puts in it, we have no control over that.

    Best regards,

    Tools4Teams Crew

    by Ramiro Alcazar on 2019-01-22
    We were initially very pleased with this add-on. It was doing exactly what we needed. Until we realized that not all the tickets were being correctly retrieved, so the end user is getting wrong information. After some initial interactions with Nemetschek, we received a new version, which made things even worse.... right now, the add-on is not retrieving any information. For over a month I have tried to contact the vendor, with additional information, escalating the issue.... but for over a month now, it's been zero responses to all my emails and messages. I wish I could claim my money back.
    0 out of 1 found this review helpful
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    Nemetschek Bulgaria

    Hello,

    Thank you for your feedback. Please accept our sincere apologies for not providing timely resolution to your case. We are trying to create an useful addon and to provide a first class service to our clients. After investigating your case I must admit that we should have served you better and this will surely lead to improvements in our process of providing timely follow up on customer complaints. As your problem is very specific, I will discuss with you possible solutions in the support ticket that is opened in our Jira system.

    Best regards,

    Boyan Angelov

    by jira-admins on 2018-11-12
    Almost perfect. I really like the idea. Easy to configure, flexible and easy to use for customers. Our customers really need to be able to see custom fields (of their choosing) in the list of requests they have made. This extension provides this. The one thing missing is the ability to sort issues based upon columns for custom fields. This may be a must have for us. It would also be nice if a plain text search where provided or even filtering on custom field values.
    Was this review helpful?YesNo
    Nemetschek Bulgaria

    Hello,

    Thank you for the valuable feedback! We are working on plain text search and also exploring the possibility to sort by custom fields. We will launch new versions with more capabilities in rapid speed in the upcoming weeks. If you would like to be notified for the extensions in future versions, please create a ticket in our support system with your wishes.

    Best regards,

    Nemetschek Bulgaria Team

    by Noa Diaz on 2018-10-15
    Looking forward to a Cloud version
    1 out of 1 found this review helpful
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    Nemetschek Bulgaria

    Hello,

    We are happy to announce that the first Cloud version of the app is available on the Marketplace!

    Cheers!

    Tools4Teams Crew

    by Valentina Dinova on 2018-08-28
    Really useful add-on, maybe the best one for Service Desk extracts we have tried so far. Strongly recommend it - very easy to configure and use. Extracts also custom fields. Last but not least, the support from the vendor is really great.
    2 out of 2 found this review helpful
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    Reviews for Data Center

    (20)Sign in to write a review

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    Cloud Pricing

    Server Pricing

    Data Center Pricing

    10 users$1025 users$10050 users$180100 users$340250 users$600500 & upAdditional pricing details
    Up to 10 users
    $10
    monthly flat fee
    Free 30 day trial
    11 - 100 users
    $1
    per user/month
    Free 30 day trial

    Pricing FAQ

    How does cloud app pricing work?

    Cloud apps are sold as a monthly or annual subscription. You are eligible for support and automatic version updates as long as your subscription is active.

    When your subscription renews each month, you are automatically billed for apps based on the number of users in your instance.

    If app pricing changes after your initial purchase, there's a 60-day grandfathering period during which you can renew based on the old pricing.

    How do I determine my cloud pricing?

    Apps are billed based on the number of users in your Atlassian product. Jira Cloud apps are priced based on the maximum users of the Jira products on your instance. For example, if you have Jira Software (50 users) and Jira Service Desk (10 agents) on the same instance, you pay the 50-user price for apps.Note: While this app has features specific to Jira Service Desk, the app is technically available across the whole Jira instance. Therefore the above guidelines for licensing across maximum users still apply.

    The pricing structure for cloud apps is as follows:

    • Monthly subscriptions with up to 10 Atlassian product users are billed at a flat rate price.
    • Monthly subscriptions with more than 10 users are billed per user, starting at the first user.
    • Monthly subscriptions with more than 100 users are billed per user. The table above provides example pricing at various user levels.

    Annual subscriptions may offer a discount depending on the number of users purchased.

    Do you offer academic, community, or open-source licenses for cloud apps?

    Academic, community and open source licenses are not available for cloud apps.

    Can I extend my free trial?

    For cloud apps, you cannot extend your free evaluation period. All cloud apps are immediately subscribed by a user, and we provide a free evaluation period. This is a minimum of 30 days and ends on the second billing cycle after you first subscribe to the app.

    Pricing FAQ

    How does server app pricing work?

    Server products and apps are hosted on your servers. This app is sold as a perpetual license, and the purchase price includes 12 months of maintenance (support and version updates).

    You can renew maintenance after 12 months at 50% of the current purchase price. You can upgrade the tier of your Atlassian product and app licenses at any time. Upgrade prices are calculated based on Atlassian's formula (view example).

    If app pricing changes after your initial purchase, there's a 60-day grandfathering period during which you can renew based on the old pricing.

    How do I determine my server pricing?

    Apps are billed based on the number of users in your Atlassian product. For Jira 7.0 or later, the app tier should match the maximum tier of the licensed Jira products on your instance. For example, if you're running Jira Software (500 users) and Jira Service Desk (25 agents) on the same instance, you should purchase the 500-user tier for apps. For versions of Jira prior to 7.0, the app tier should match the licensed user tier for Jira. Even if fewer users want to use the app than your Jira license, the two licenses should match exactly. Note: While this app has features specific to Jira Service Desk, the app is technically available across the whole Jira instance. Therefore the above guidelines for the license tier still apply.

    Can I install this app in a Data Center product?

    This app does not have a Data Center approved version. Only apps meeting a set of performance requirements for large, clustered environments are approved for Data Center.

    However, while server apps are built for single-server deployments, many customers successfully install them in Data Center products. If you're using a Data Center product, Atlassian recommends you contact the vendor to determine compatibility at scale.

    Learn more about Data Center approved apps

    What type of license do I need if I'm using this app in a Data Center product?

    Because this app does not have a Data Center approved version, you should purchase a Server license if you decide to install this app in a Data Center product.

    Learn more about Data Center licensing

    Do you offer academic, community, or open-source licenses for server apps?

    For server apps, academic licenses are available at a 50% discount if you have an academic license for your Atlassian product.

    Community and open-source licenses are available for server apps. Learn more about community and open source licenses.

    Can I extend my free trial?

    For server apps, you can extend your app trial up to 5 times - in other words, for up to six months. Extend your trial by generating a new evaluation license key from Atlassian Marketplace. Click Try it free and you'll be directed to generate a new license. Paste this license key into the app listing in UPM from your Atlassian product, and you're all set.

    How can I buy apps for my legacy Jira Server or Confluence Server license?

    If you own a legacy Jira Server Unlimited (100+ users) or Confluence Server Unlimited (2000+ users) license purchased in 2012 or earlier, legacy app pricing is no longer available. You have two options for app purchasing:

    • Purchase the app at the non-legacy Unlimited (10000+ users) tier.
    • Renew your Jira or Confluence license at a non-legacy tier, then purchase the app at the same tier.

    Learn more

    Nemetschek Bulgaria provides support for this app.

    Nemetschek Bulgaria provides support for this app.

    Vendor support resources

    Documentation

    Find out how this app works.

    See existing Q&A in Atlassian CommunityAsk a question in the Atlassian Community

    Atlassian-hosted discussions connect you to other customers who use this app.

    Vendor support resources

    Documentation

    Find out how this app works.

    See existing Q&A in Atlassian CommunityAsk a question in the Atlassian Community

    Atlassian-hosted discussions connect you to other customers who use this app.

    Versions

    Jira Cloud Released 2019-11-18

    Summary

    Urgent Fixes

    Details

    • Solving problems with Internet Explorer
    • Bug in export

    Versions

    Version 4.5.0-51 Jira Server 8.0.0 - 8.5.1 Released 2019-11-11

    Summary

    Turkish Language

    Details

    • localization for Turkish Language
    • small and fixes

    Installation

    1. Log into your Jira instance as an admin.
    2. Click the admin dropdown and choose Atlassian Marketplace. The Manage add-ons screen loads.
    3. Click Find new apps or Find new add-ons from the left-hand side of the page.
    4. Locate Advanced Portal Reports for Service Desk via search. The appropriate app version appears in the search results.
    5. Click Try free to begin a new trial or Buy now to purchase a license for Advanced Portal Reports for Service Desk. You're prompted to log into MyAtlassian. Advanced Portal Reports for Service Desk begins to download.
    6. Enter your information and click Generate license when redirected to MyAtlassian.
    7. Click Apply license. If you're using an older version of UPM, you can copy and paste the license into your Jira instance.

    To find older Advanced Portal Reports for Service Desk versions compatible with your instance, you can look through our version history page.

    1. Log into your Jira instance as an admin.
    2. Click the admin dropdown and choose Add-ons. The Find new apps or Find new add-ons screen loads.
    3. Locate Advanced Portal Reports for Service Desk.
    4. Click Free trial to download and install your app.
    5. You're all set! Click Close in the Installed and ready to go dialog.

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