display multiple fields in a single line - table like format - for service desk agent

[Vasco]

Hi!
I'm wondering around searching for a solution for my service desk agent view layout, the problem is as follows:

- I'm collecting some customer information in a form that for each reply it has a custom field.

On the agent side, I would like to show in the same line the submitted information and additional fields to the agent fill in, and do to some computation. Currently, I can only put one field per line.

To be more visual, it would look like this:
<Label> <Client Reply> <Agent information> <Agent information> <Computed field>
<Label> <Client Reply> <Agent information> <Agent information> <Computed field>
etc...

What would be your best solution to display the information in this format?

I have found several plugins to mimic excel, I will test them, but is there any other solution?

[John Funk · Accepted solution]

Hi Vasco,

Unfortunately, a third party plugin from the Atlassian Marketplace is the only way to achieve what you want. 

[Vasco]

Thanks for confirming the limitation.

[Pallavi Shirodkar · Accepted solution]

Hi @Vasco 

Your current restriction is matched by Jira Service Management Cloud's default setup, which only permits one field per row and does not natively support multi-field row layouts in the agent view. Multiple fields cannot be positioned side by side in a single line without the use of additional apps or development, although the normal field layout can be changed to rearrange fields or make them visible or necessary for agents. ​

Top Choices for Tabular/Excel-like Multi-Field Layout Apps: A number of marketplace apps (such as "JXL for Jira" and "Table Grid Next Generation") imitate Excel and let agents see and modify data in tabular form, including field displays that are multi-column and row-by-row. These plugins are frequently used for complex field layouts in Jira Service Desk projects and are the most dependable option for your needs. ​

Hope this helps.

[Vasco]

Pallavi;
thanks for the suggestions, I will look at them both (and eventually more)

[Alessandro Cristiano - Ricksoft]

Hello @Vasco

Thanks for bringing up your your concern to the Atlassian Community.

As @Pallavi Shirodkar mentioned, what you want can be achieved with the help of Marketplace Apps, so let me bring up Ricksoft's apps to the mix to help you out!

If you believe that showing fields inline for each work item is what you need, Excel-like Tables for Jira. It allows you to display an Excel table in a Work Item and map Jira fields into it, allowing you to quickly see (or edit even).

Alternatively, you can also try seeing issues from a different perspective - in a list that allows you to see each Field as a excel column, and see multiple issues at the same time with Excel-like Bulk Issues Editor.

With it, you can create one view per support agent using Jira Filters and they shall be able to operate multiple work items at the same time.

Hope those alternatives are helpful. Please do feel welcome to send a reply with any curiosity you may have. We will be happy to assist you. 🙂

Kind regards,
Alessandro C. | Support Manager
Ricksoft Support Team

[Lukas Maczejka - JXL]

Hi @Vasco,

If you're open to solutions from the Atlassian Marketplace, you may want to have a look at the app that my team and I are working on, JXL for Jira. Thanks @Pallavi Shirodkar for thinking of us as well.

JXL is a full-fledged spreadsheet/table view for your Jira data that allows viewing, inline-editing, copy-pasting, sorting, and filtering by all your work items' fields, much like you’d do in e.g. Excel, Google Sheets, Smartsheet, or Airtable. It also comes with a long list of further features, including a lot of service desk / Jira Service Management specific capabilities. This is what it looks like in action:

This is really just one of a virtually endless number of possible views and reports; you have full control over which data you want to show and highlight.

Any questions just let me know,

Best,

Lukas

[Vasco]

Hi Lukas;
I will test it.