Resolve your customer requests more efficiently with these tips and tricks for editing and collaborating on Jira Service Management work items.
In addition to learning about the basics of editing and commenting on a work item, you can refer to this article for help with:
- Using the wiki toolbar to make your comments and descriptions pop
- Sharing work items with your team and adding request participants
- Keeping track of work items with labels and work item watchers
If you want to collaborate better with other Jira teams – those using Jira Software or Jira Work Management – check out our best practices.
Attach files and screenshots
If your administrator has enabled file attachments, you and your customers can attach files and screenshots to work items you're working on. See Attaching files and screenshots to work items for more information.
Collaborate on work items
Keep your team informed by using the share icon (
) to share a work item with other Jira users.
To invite members of your team to help you work on a work item, mention them by typing @ and their username in the work item description or comment. The people you mention will be notified once you save the work item description or comment. In Jira Service Management, you can collaborate with agents and customers by adding them in the Request participants field. Read more about collaborating on service projects.
Edit work item details
What permissions do you need?
To edit a work item, you need the Edit work item project permission for the work item's relevant project. If you do not have this permission, please contact your administrator.
To edit an existing work item, select Edit to open the Edit work item dialog and modify the work item details. To change the fields you need to edit, select Configure Fields > Custom and choose the fields you want to show or hide. Select Update to save your changes.
Comment on work items
What permissions do you need?
To add comments to a work item— to see the Comment button—you must have both of the following project permissions for the work item's relevant project:
- Browse Project permission to view the work item to be commented on
- Add Comments permission to add a comment to the work item.
You automatically become a watcher of the work items you comment on. You can disable the autowatch option by going to Your profile and settings (
) > Personal settings.
| What | How |
|---|---|
| Add a comment | Select Comment and select the internal (for other agents or collaborators) or external (for customers) tab. and type your comment for the work item. |
Delete a comment | Hover over the comment, select more (•••) > Delete, then select Delete on the confirmation dialog. |
Edit a comment | Hover over the comment, select more (•••) > Edit. In the edit dialog, edit the text as desired, then select Save. After you've saved, you'll see "edited" next to the comment's timestamp. Hover over "edited" to see the details of who edited the comment and when. |
| Restrict a comment | Follow the instructions for editing a comment above. In the edit dialog, select the lock icon and choose the group or project role to restrict the comment to. In Jira Service Management, you can restrict comments to your team by choosing Comment internally. |
| Link to a comment | Hover over the comment, select more (•••) > right-click Permalink then copy the link address. Paste the copied permanent link wherever you like. Selecting the permanent link will take you to that particular comment in the work item. This is particularly useful if there are a lot of comments on a work item. |
Format text with wiki markup
Jira application Text Formatting Notation allows you to use rich-text features, such as:
- Italic, bold, underlined text
- Multiple levels of headings
- Bullets, numbered lists, tables, and quotations
- Images
- Macros
When you edit a work item description, comment, or any rich-text field, you can expand the simple wiki editor toolbar to format your text and select preview to see how your formatted text will appear. Your Jira administrator can enable, disable and configure the renderer that allows you to use wiki markup, so your options may vary slightly.
Track work items with labels
Labeling helps you categorize and search for a work item. When viewing a work item, select more (•••) > Labels to add or remove labels, which will appear in the Details section:
You can select a label (office-support in the above screenshot, for example) to jump to the Work item Navigator and see a list of all work items with this label.
Add the Labels Gadget to your dashboard to quickly find work items with labels relevant to you and your team.
Watch and vote for work items
What permissions do you need?
To view other users watching or voting for a work item, you need the View Voters and Watchers and Manage Watcher List project permissions.
If your administrator has set up the needed notification scheme, you can select Start watching this work item to be automatically notified of work item updates. You can also select the number of watchers on the work item to add other Jira users as watchers.
If your administrator has enabled the voting on work items, you can select Vote for this work item to encourage the responsible team to resolve or complete the work item.