Scroll Support Hub
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Find Widget Requests in Jira With JQL

Search for the requests that came through the support widget, and group them by website or by whether the visitor was signed in.

Scroll Support Hub marks every request the widget creates in Jira. You do not need to create a custom field or switch anything on, and the marker is written from the moment the app is installed.

What the Widget Records

Four values are stored with each request, and each one has a name you can use in JQL.

Name

What it tells you

Example

smiSource

The marker itself. Its value is always widget, so you can use it to find every request that came through the widget.

widget

smiSiteUrl

The address of the website the visitor was on.

https://help.example.com

smiSiteId

The Connection ID of that website. It stays the same when the site address changes, so it is the reliable way to group requests by site over time.

3f2c1a7e-...

smiReporterType

Whether the visitor was signed in when they sent the request.

authenticated or anonymous

Run a Query

  1. In Jira, go to Filters > Advanced issue search.

  2. Click the JQL link next to the search fields to switch to JQL mode.

  3. Paste a query and press Enter.

Queries to Start From

Adjust the values in quotes to match your own projects and websites.

Everything that came through the widget:

smiSource = "widget" ORDER BY created DESC

Widget requests in one service project:

project = "HR" AND smiSource = "widget" ORDER BY created DESC

Requests from one website, even if its address changes later:

smiSiteId = "paste-the-connection-id-here"

Only requests from visitors who were not signed in:

smiSource = "widget" AND smiReporterType = "anonymous"

Widget requests from the last 30 days that are still open:

smiSource = "widget" AND created >= -30d AND statusCategory != Done ORDER BY created DESC

Requests from either of two websites:

smiSource = "widget" AND (smiSiteUrl = "https://docs.example.com" OR smiSiteUrl = "https://help.example.com")

You can combine these four names with other JQL fields, such as project, status, assignee, reporter, created, request type, and labels.

Things to Watch For

  • Exact matches only. All four values are plain text, so = and != work, but ~ does not. The address has to match the address configured for that site, including https://. If you are unsure, search by smiSiteId instead.

  • Careful with "not equals". smiSource != "widget" only matches requests that carry the marker with another value. It does not return requests that were never created through the widget, because those carry no marker at all.

  • New requests need a moment. Jira indexes the marker shortly after the request is created, so a request can reach your queue a second or two before these searches find it.

  • Nothing is marked retroactively. Only requests created after the app was installed carry the marker.

If a query returns nothing, start with smiSource = "widget" on its own to confirm that widget requests are arriving, then add your other conditions back one at a time.

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