Jira for CSEs – Userscript

Version: 3.5 Author: Allison McGill, Rita Schaff, Daniel Martínez Cisneros

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Overview

This userscript adds quality of life updates to Jira interface for Customer Support Engineers (CSEs) by:

1. Adding Status Colors for easier readability.
2. Inserting a link to Patcher portal, Customer portal and link to tickets in the ticket details.
3. Highlighting the editor when writing internal notes for quick visual distinction.
4. Inserting a Link to Customer Portal in the ticket details.
5. Optional Features controlled by Toggles (via the user script menu)

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Features

1. Status Colors

• Different statuses now have different color backgrounds.

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2. Patcher Link Field

• Automatically adds a Patcher portal link in the details field.

3. Internal Note Highlight

• Highlights the editor yellow when writing internal notes.

4. Customer Portal Link

• Automatically adds a Customer portal link in the details field.

5. Account tickets Link

• Automatically adds a link to tickets for the account in the details field.

Optional Features can be toggled on or off using the userscript menu accessible via your userscript manager

• Disable Jira Shortcuts: Prevents Jira’s keyboard shortcuts from triggering while typing.
• Open Tickets in Background Tab: Opens Jira issue links in a new browser tab without navigating away from your current tab.

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Installation

1. Install a userscript manager like TamperMonkey:

• chrome: https://chromewebstore.google.com/detail/tampermonkey/dhdgffkkebhmkfjojejmpbldmpobfkfo?hl=en
• firefox: https://addons.mozilla.org/en-US/firefox/addon/tampermonkey/

2. Create a new userscript and paste the code from Jira for CSEs.user.js.
3. Save and reload Jira pages.