Link work items to each other, or link to other information from work items
Add context to work items by linking them to each other, or by adding links to web pages, Confluence pages, or app content.
Jira Service Management is getting a new navigation
We’re in the process of rolling out these changes and the documentation may not match your experience. Bear with us while we update it to reflect the new changes. More about navigating the new Jira
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Use the work item view in team-managed service projects
After your customers send requests to your service project team, they become work items for your agents to resolve. The work item view is where you go to resolve these work items. Agents spend most of their time there, so it’s important to understand it well. Read more about the work item view.
From the work item view, you can:
get the details of a customer request
communicate with the customer or your service project team members
add attachments that help resolve the work item
collaborate with teams on other Jira applications or other Atlassian cloud applications
share knowledge base articles with the customer, if your service project is linked with Confluence
transition the work item through its workflow, including resolving it
Move a work item through its workflow
How to move your work item along the workflow pipeline.
Classify a request
Help people recognize when they’re viewing or working on sensitive information.
Watch, vote, share, and comment on work items
Find out how to set up notifications on work items, or share work items with your team.
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