Summer 2015 release of zAgileConnect provides a couple of console components that may be optionally configured to provide Issue Activity and Suggested Issues within the context of a Case (as shown below)
Setup
The zAgileConnect Console Components may be created via Setup->Customize->Console->Custom Console Components.
You can create the following two components, representing Suggested JIRA Issues (related to a Case) and JIRA Issue Activity.
Each component has a corresponding VisualForce page:
The zAgileConnect Console Components may be added to a console as follows:
Once added to the console, they are displayed in the footer and may be invoked at any time.
The component behavior may be configured by the user via the green Settings icon.
Suggested Issues
This console component provides suggested issues related to a Case. It can be configured to automatically provide suggestions always or only if the Case has no related JIRA Issues. This assists Support teams in identifying JIRA issues that may be ‘similar’ to the Case that has been reported. Rather than escalating the Case to Engineering, Support can
The suggested list is the top 10 JIRA Issues that match the Case Subject. The behavior is similar to as if the Case Subject is pasted into JIRA Search with each word treated as a search token. Furthermore, the search also allows for variations (ex: Install vs Installer vs Installation).
You can mouse over any of the JIRA Issues in the list and a pop up provides a brief glimpse of the Issue characteristics, such as Issue Type, Status, Priority, etc.
If this quick view proved sufficient, the Issue may be dragged on to the Related JIRA Issues section on the Case page to initiate a link with the Case.
Dragging the issue on the Related JIRA Issues section results in the JIRA Issue linking to the Case. Issue attributes are automatically retrieved from JIRA and displayed in that section.
Issue Activity
The JIRA Issue Activity component automatically retrieves Activity Feed from JIRA referencing the specific Issues that are related to the Case. This provides the Support Team with a quick view of any activity on the escalation (whether it is assigned, work started, transitioned in Status, etc.). The Activity Feed is filtered for the Issues related to the Case and the most recent Activity is retrieved. Navigation directly to the Issue in JIRA is supported via links.
