In Jira Service Management, Services allows you to map, organize, and manage these services. By setting up services and using them in your day-to-day processes, you can measure their success, track changes, reduce the risk of cascading problems, ensure the service responders and stakeholders are notified of the incidents, increase the quality Some Cloud Products may allow you to designate different types of End Users (for example, Jira Service Management distinguishes between “agents” and “customers”), in which case pricing and functionality may vary according to the type of End User. You can use an API token to authenticate a script or other process with an Atlassian cloud product. You generate the token from your Atlassian account, then copy and paste it to the script. If you use two-step verification to authenticate, your script will need to use a REST API token to authenticate. For Jira Service Management, you can set both Jira fields and Assets fields. For Jira Service Management, if the rule is triggered by an object, you can select Insert object to automatically add the triggered object via AQL. Learn more about Assets in Jira Service Management. Take care when using Project > Same project as trigger on global To create a project with the customer service management template: Select Projects in the top menu bar > Create project. Select the Customer service management project template > Use template. Name your project. A project key is automatically generated based on the project name, or you can create your own project key if you wish. Jira products share a set of core capabilities that you'll want to understand to get the most out of Jira Service Management. Atlassian Intelligence features in Jira Service Management Learn how to use Atlassian Intelligence features in Jira Service Management to streamline your work. Service Request Fulfilment workflow for Jira Service Management – this workflow has no approval step. We recommend using this for pre-approved service requests. Service Request Fulfilment with Approvals workflow for Jira Service Management – this workflow includes an approval step. We recommend using these for requests that need either
When using Jira Service Management purely for servicing Internal Customers, the ability for Project Admin and Agents to create External Customer accounts for users outside of the organisation can pos e a security concern. This feature allows organisations to disable the creation of External Customer Accounts (also referred to as Portal-only
Navigate to the incident you want to mark as a major incident. Turn on the major incident toggle in the details section of the issue. Note: If the Major incident field doesn’t show up for your incidents, make sure you’ve added the field in your issue view. You need to be a Jira admin to add fields to an issue type.
Learn how to set up and customize your service project in Jira Service Management, a cloud-based service desk solution. Follow the prompts to create a project, customize your help center and portal, configure your request types and queues, and more.
Boost your productivity by learning how to use advanced search with Jira Query Language (JQL) in Jira Service Management. From your service project, go to Project settings , and then Request types. Select Create request type. From here, you can select Create custom to build your own request type, or Jira admins can select Create from template to use templates designed for different teams and use cases to quickly create a new request type that can be edited later. Tomcat is the application server that runs most Atlassian products. By default the control port is 8000. Although we don't recommend running multiple applications on the same server, if you attempt to do this, you'll need to change the control port in the application's server.xml file, to ensure it is unique for each application.
Set up your help center and portal. Customers send and track requests through the portal—your service project’s customer-facing site. If your service project has a knowledge base, customers can also self-service requests by searching for articles. If your customers have access to multiple portals, they can use the global help center to see
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