Orange Tracker Updates: 2024/08/13

Release Summary

Release Details

Control who has access to raise requests in Jira Service Management

Need to control who can and can't raise certain requests in Orange Tracker? Now you have the ability to restrict request types - one of your top requested features!

There may be times when only specific people or groups should be able to raise certain requests. These could be requests reserved for managers, different departments in your company, or even those managing sensitive information such as HR or Legal teams.

Now from any company-managed service project, you can restrict individual request types by giving access to specific people and groups, which then automatically restricts access to all others.

To restrict to users and/or groups:

1. Navigate to Project Settings

2. Select Request Types

3. Select the desired Customer Request Type to restrict

4. In the top-right (next to Workflow), select the lock icon

   Open

   

   Customer Request Type

5. Search for and select the desired users/groups

Use canned responses for agent signature

You can now use canned responses to specify your personal signature, which is added automatically when an agent comments on an issue using the issue view. Your signature can include your name, designation, contact information, etc.

To add your personal signature:

1. Go to the issue view for any issue.

2. Select Add internal note or Reply to customer.

3. Select Canned responses.

4. Select an existing personal canned response or Create new to create a new one.

5. Enter the following details:

   • Name - Give a unique name to your response.

   • Availability - Agents can only create personal canned responses and would not see this option when creating a new canned response. If you're a project admin, select Personal.

   • Response - Use this field to specify your signature.

6. Select the Use as Signature checkbox.

7. Select Save or Create to save your signature.