Introduction
For more flexible customization of the displayed list of tasks, it was decided to create a separate interface for the administrator, which would be able to enter filters for issues. These filters differ from the usual filters in Jira in that it has inherent placeholders, which will be filled in when the parameters are received during the call.
Example
The administrator creates JQL filter for the plugin, called Unresolved issues and a filter:
reporter="${reporter}" and resolution is EMPTY ORDER BY priority DESC, updated DESС
When the operator accepts the call, Finesse will open a new browser tab with the address <jira-base-url>/secure/CallViewAction.jspa?reporter=b.belokur.
On this page, the filter specified by the administrator will work, where b.belokur will be substituted for ${reporter}.
There can be several such tables with tasks. The convenience is that there may be different known parameters for subscribers (e.g. one has a known internal phone number and a username, the other has only a phone number). In this case you can make different filters for those who know one of the parameters. If only the phone number is known, the operator will see the task list filtered by the phone number (a separate field in the task), if the user name is also known, then the task list in which the user is filtered.
Support Agent Interface
How many filters have been set up by the administrator, as many tables should be placed on the call information page. If there are no filter search results, you do not need to display a table.
The table should have 3 columns:
Key.
Issue type
Summary
Status
Clicking on a key or task theme takes the operator to the task view page, similar to the Jira desktop gadgets.
Administrator Interface
In the plugin settings menu, in the left menu there is a section with plugin settings. Administrator can add, edit and delete filters to view tasks on a separate page.