Summary of Project:
We are introducing new capabilities on Jira Service Management’s Help Center which will enable admins to update the layout of the home page. This change will have an impact on how apps are rendered on the Help Center. In this RFC, we are proposing our approach to managing app layout.
- Publish: Aug 20, 2024
- Discuss: Sep 3, 2024
- Resolve: Sep 5, 2024
Problem
We currently allow customers to add apps on Jira Service Management that are rendered on the Help Center. These apps use the Forge/Connect extension points for the Customer Portal.
Help Center’s home page consists of the following (in order):
- Top navigation which contains the user profile option
- Banner with a search bar
- Announcements
- Header & subheader extension points for Forge/Connect apps
- Topics
- Portals
- Recently used request forms
- Footer extension point for Forge/Connect apps
We plan to introduce a new capability in Jira Service Management that allows admins to customize the home page of their Help Center. Specifically, the admins will be able to change the order in which content appears on the home page by dragging and dropping different sections of the page.
Once they make this change, it will be challenging for us to ascertain the right place for the apps to render in a predictable way.
Proposed Solution
Scenario 1 - Customers on Free or Standard editions
No change from the existing experience.
- Header apps will appear below Announcements
- Footer apps will appear at the bottom of the home page
Scenario 2 - Customers on Premium or Enterprise editions with no layout change
No change from the existing experience.
- Header apps will appear below Announcements
- Footer apps will appear at the bottom of the home page
Scenario 3 - Customers on Premium or Enterprise editions when the user enters the layout editing experience for the first time
- When header and footer apps are already present on the Help Center
- Header apps will appear below Announcements
- Footer apps will appear at the bottom of the home page
- Customers can drag and drop the apps and move it to a different part of the page.
- When only header apps are present on the Help Center
- Header apps will appear below Announcements
- Customers can drag and drop the apps and move it to a different part of the page.
- Footer extension point will remain at the bottom of the page
- When only footer apps are present on the Help Center
- Footer apps will appear at the bottom of the page
- Customers can drag and drop the apps and move it to a different part of the page.
- Header extension point will be moved to the bottom of the page
- When no apps are present on the Help Center
- Header and footer extension points will be moved to the bottom of the page
Scenario 4 - Customers on Premium or Enterprise editions after the layout has been edited once
- After the layout has been edited and published, we will retain the last saved position.
- The customer can edit the layout to move apps to a different position.
Asks
We are seeking your feedback on the following:
- Do you see challenges with the proposed approach?
- Would you like to participate in the EAP program? If yes, please fill out this form.