Patcher for Jira Service Management docs

1 Welcome to Patcher for Jira Service Management What Patcher for Jira Service Management is, and how to use these docs. Overview 2 Customers can’t add request participants from the portal Let customers add colleagues to their own request, straight from the portal. Portal participants 3 Approvers get no reminder for pending approvals Nudge approvers until they act, and escalate to a backup when they don't. Approval reminders 4 Agents can’t raise a request on behalf of a customer Log phone, chat and walk-up requests with the right customer as the reporter. Raise on behalf of 5 Portal fields can’t be shown as read-only to customers Show customers context like SLA or assigned agent without letting them edit it. Read-only portal fields 6 SLA timers don’t pause while waiting for the customer Stop the SLA clock while the ball is in the customer's court. SLA pause on customer wait 7 Request types can’t be grouped or reordered in the portal Group and order request types the way customers actually think. Portal request-type groups 8 Ongoing major incidents aren’t surfaced on the portal Tell customers about an active outage before they raise a duplicate ticket. Portal incident banner 9 SLA targets can’t differ by priority within one queue Give Critical a tighter target than Low without extra queues. Per-priority SLA targets 10 Approval emails don’t include the request details Put cost, access level and justification right in the approval email. Rich approval emails 11 No follow-up on unanswered satisfaction (CSAT) surveys Remind customers who missed the survey, and lift your response rate. CSAT reminders 12 Queues can’t be shared or reordered per agent Let agents pin, reorder and share the queues that matter to them. Personal & shared queues 13 Customer notifications can’t be tailored per request type Make a password reset and a major change read differently to the customer. Per-request-type notifications 14 Agents can’t bulk-reply or bulk-transition a queue Clear a wave of identical tickets in one pass, with an auditable response. Bulk reply & transition 15 Knowledge base articles aren’t suggested on the portal form Deflect easy questions by surfacing the right article as the customer types. Live KB suggestions 16 Linked assets aren’t shown to the customer on their request Let customers confirm the exact device or service their request is about. Customer-visible assets