Email Domain Report

Email Domain Report
Dashboard Gadget
Support JQL Search

Inspiration

In JSM project (e.g. a support service desk project) that is open to external customer, it is hard to identify the external domains that are involved in a project. Such service desk typically has many customer accounts from different companies. It is hard to identify the list of companies and how much request they have raised. The app will allow agents to generate a dashboard report to review the email domains based on a user defined JQL. This helps the agent to get a sense of their customer base and also help analyse customer usage to assist in doing more targeted marketing.

What it does

The project admin can enable the project to be indexed with email domain
Once enabled, all issue's property in the project will be updated with the email domain for the Jira fields: assignee, reporter, Request Participant
Any agent can search in issue navigator for the email domain via 3 corresponding alias fields
The Dashboard gadget can then display the list of email domains based on the specified JQL

How we built it

This app is build using Forge, the app settings are stored in the storage and the issue data in the issue property. This "Runs on Atlassian" app is fully compliant on Data Residency and Zero data egress since it is built on the Atlassian Forge framework.

Challenges we ran into

The plugin was initially designed to include other utils/reports that can help admin to manage customers (e.g. identifying public/automated/attachment comments, searching by customer in all user fields etc.) However due to time constrain, the scope was reduced to focus on email domain report. For email domain report, there is concern that private accounts should not be indexed. However, since only the email domain is indexed and only agents can search and view the gadget, it is deemed as safe.

What we learned

Although the issue property indexing is automatic and convenient, there is concern if this will cause slowness to the system if the property data size is too large. There is not much control to trigger or stop field and property index, which in the long run can lead to abuse of issue property that can further aggravate the slowness.

What's next for Email Domain Report

Extend the existing email domain report to other user picker fields. Also to work on the other utils/reports for managing customer or assisting agents in JSM project.