How customers can track the progress of requests?

Customers often don’t know exactly where their request stands or how much longer it will take. The Request Steps feature in Appsvio’s Feature Bundle for Jira Service Management shows request stages visually on the customer portal. That way, customers can quickly see not just the status, but also what’s coming next and how far they are from resolution.

How It Works

The feature displays a vertical step indicator on the portal. Previous steps appear in blue, future steps in gray, and the current step is highlighted in bold blue.

To set it up:

1. Log in to Jira with Administer Project (or project administrator/global) permissions.
2. Go to Settings → Apps → Projects, then pick your service project.
3. Under Project Settings, select Request Steps → Request Type.
4. Add as many steps as needed, giving each a descriptive name.
5. Use JQL to map one or multiple Jira statuses to each step.
6. (Optional) Add descriptions for clarity.
7. Click Save.
8. To style the steps, go to Configure colors, set RGB codes, and save.

Work item progress on JSM

Once configured, users see the steps on the portal—helping them know exactly where they stand.

Why It Matters

• Greater transparency: Customers can see the full journey—not just labels like “In Progress.”

• Reduced uncertainty: When you outline stages clearly, you cut down on questions like “Where is my request?”

• Improved satisfaction: Visibility lowers frustration and helps manage expectations.

• Agent bandwidth saved: Agents spend less time fielding status questions and more time resolving cases.

Use Cases with Examples

1. Online Order Tracking

A common use case: a shipping order. The portal shows steps like Order Received → In Warehouse → Shipped → Delivered. Customers immediately know what’s done and what’s next.

2. New Client Onboarding

Steps could be Request Submitted → Needs Review → Assigned → In Progress → Completed. Clients can follow their onboarding's progress without sending extra messages.

3. Handling a Product Return or Repair

A typical path: Return Requested → Item Received → Diagnosis → Repair → Shipped Back → Closed. The customer portal reflects where the return currently is and what’s pending.

4. Digital Product Delivery

For e-books or software access: Order Placed → Payment Confirmed → File Prepared → Access Granted. This is clearer than a single “In Progress” label.

5. IT Support Ticket

Steps might be Received → Reviewing → Technician Assigned → Work in Progress → Resolved. Employees know their ticket is being handled, and have context throughout the process.

6. Corporate Request (e.g. Laptop Purchase)

Consider Tom, a graphic designer ordering a laptop. Admin Greg configures request steps with clear names, color coding, and even automation that leaves public comments when a step changes. Tom logs into the portal and sees the full workflow, keeping him informed at each stage. That transparency leads to better communication, fewer questions, and happier users.

Best Practices for Clear Communication

• Include extra context: Beyond the steps, consider showing the assignee, linked issues, or any blockers in the portal view.

• Use meaningful labels: Avoid vague terms like "In Progress." Instead, use stages that describe real milestones (e.g., “In Warehouse,” “Diagnosis”).

• Leverage automation: Trigger public portal comments when a ticket changes stage—customers stay updated without reaching out.

• Reuse configurations: If multiple projects share similar workflows, use the “copy Request Steps” feature to save time.

• Simplify setup with JQL: JQL mapping allows flexible status grouping within steps.

• Stay portal-focused: All messaging should serve customer clarity rather than internal process descriptions.

Summary Table

Key takeaways

Status mapping on the portal offers only a one-dimensional view. Customers can see the current status, but they don’t know how far their request has progressed or when to expect completion. The Request Steps feature in the Feature Bundle app fills this gap by showing the entire journey of the request. At the moment, this functionality is available only on Jira Cloud.

For related topics on Jira Service Management, you may find these resources useful:

• Details on how requests are managed in Jira Service Management

• Feature Bundle vs. Extension + Actions by Deviniti
  

If you would like additional information, you can reach us through our Customer Portal or schedule a demo session via Calendly.