Jira Service Management Cloud documentation

Configure a company-managed project as an administrator

Set up your service project in a way that empowers your agents and your customers get help for their requests.

• Set up service project users to work on requests
• Categorize customer requests into request types
• Use workflows in Jira Service Mangement
• Customize the field layout of your work item view
• Use queues to triage requests for your agents
• Set up an approval stage
• Receive requests from an email address
• Manage your customers
• Group customers into organizations
• Collect requests from anywhere with an embeddable widget
• Set up your help centers and portals
• Customize your help centers and portals
• Set up a knowledge base so customers can serve themselves
• Set up notifications for your customers and team
• Receive and manage requests in Slack or Microsoft Teams
• Set up rules to automate repetitive tasks
• Try one of our common automation recipes
• Discover new trends with service project reports
• Create service level agreements (SLAs) to manage goals
• Use Jira Query Language to create service level agreements
• Collect customer satisfaction on your team's performance
• Provide help in multiple languages
• Integrate your service project with other products and apps
• Give your team access to additional features
• Reply faster to your customers with canned responses
• Protect your team's data
• Use Workday with Automation
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Manage and administer team-managed service projects

With team-managed service projects, your teams can manage their own work and process, without having to reach out to a Jira admin.

• Learn how company-managed and team-managed projects differ
• Manage access to team-managed service projects
• Create, edit, and delete team-managed service projects
• Manage how people access your team-managed service project
• Manage request types in team-managed projects
• Set up help centers and portals in team-managed projects
• Receive requests from emails in team-managed projects
• Customize request fields in team-managed service projects
• Add or remove people from your team-managed service project
• Add and remove customers in your service project
• Manage how work flows in your team-managed service project
• Set up notifications in team-managed projects
• Set up a knowledge base in team-managed service projects
• Use automation rules for tasks in team-managed projects
• Manage approvals in team-managed projects
• Manage assets in your team-managed service project
• Support multiple languages in team-managed projects
• Visualize trends with reports in team-managed projects
• Collect CSAT metrics in team-managed service projects
• Use service level agreements in team-managed projects
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Discover IT service management (ITSM)

Learn about ITSM and the strategic approach to designing, delivering, managing, and improving the way businesses use IT.

• Get started with IT service management
• Manage your request types and ITSM categories
• Manage your service requests
• Manage your incidents
• Manage your problems
• Manage your changes
• Manage your post-incident reviews
• Manage your services
• Create or edit an ITSM report
• Manage your customers and organizations
• Manage your developer escalations
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Help customers as a service project agent

Understand how to effectively serve your customers as a service project agent.

• Work on customer requests
• Manage your incoming requests with queues
• View service level agreements (SLAs)
• About the work item view in Jira Service Management
• Use the work item view in company-managed service projects
• Use the work item view in team-managed service projects
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Best practices for teams using Jira Service Management

Follow proven patterns for setting up Jira Service Management for IT and software development teams.

• Best practices for IT teams using Jira Service Management
• Best practices for change management
• Best practices for incident management
• Best practices for automatically prioritizing requests
• Best practices for problem management
• Managing service requests in your IT service project
• Collaborating with teams in other Jira products
• Working on bug reports with Jira teams
• Best practices for serving external customers
• Best practices for managing escalations
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Discover alerting and on-call

Unlock your team's operations to build on-call schedules and to receive alerts.

• Unlock your team’s operations
• Understand the integration framework
• Integrate IT applications and tools
• Build on-call schedules
• Manage and respond to alerts
• Receive alert notifications
• Create automation rules to customize alerts
• Manage users and roles
• Reports and logs in operations
• Sync with Jira issues
• Use Jira Edge Connector (JEC) as an extensibility platform
• Automation rule suggestions on work items and alerts
• Third-party integrations in Jira Service Management
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Move operations from Opsgenie to Jira Service Management

Get help with moving your operations work from Opsgenie to Jira Service Management.

• Start moving from Opsgenie to Jira Service Management
• Set up operations and complete your move to Jira Service Management
• Merge Opsgenie and move your data to Jira Service Management
• Move to Jira Service Management operations as a responder

Learn the Jira fundamentals powering Jira Service Management

Jira products share a set of core capabilities that you'll want to understand to get the most out of Jira Service Management.

• Work with requests and work items in Jira Cloud products
• Use basic search and filters to find requests and issues
• Manage your Jira user profile

Moving to Jira Service Management Cloud

Resources to help you plan and set up a successful move to cloud.

• What to know when migrating ProForma Data Center to Cloud

Use forms in Jira Service Management

Learn how to use forms to gather more information from your customers and team.

• Where can forms be used?
• About form settings
• About form states
• Create a work item using a link to a form
• How forms behave on work items
• View, add, or edit a form on a work item
• Open customer edits, or download a form on a work item
• Delete a form from a service project
• What are form fields and Jira fields?
• Link a form field to a Jira field
• About duplicate form fields and Jira fields
• Add or unlink a data connection from a form
• Create, edit, test, or delete data connections for forms
• Access smart values for forms and form fields
• Add a form to a request type
• Add translations to a form
• Copy a form to another project
• Create or edit a form
• Restrict who can view forms
• What are forms?
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Atlassian Intelligence features in Jira Service Management

Learn how to use Atlassian Intelligence features in Jira Service Management to streamline your work.

• Atlassian Intelligence answers in the virtual service agent
• Create request types using Atlassian Intelligence
• Suggest fields using Atlassian Intelligence
• Summarize work item details using Atlassian Intelligence
• View customer sentiment on work items

Automate customer support with the virtual service agent

Create an agent in Studio that connects to your Jira Service Management project to automate customer support.

• About the virtual service agent
• Set up your virtual service agent
• Manage your virtual service agent
• Use the virtual service agent in your customer channels
• Use AI answers in your virtual service agent
• Create and manage intents and conversation flows
• Improve your virtual service agent’s performance
• Understand how the virtual service agent uses data
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Search for issues in Jira

Search for issues, navigate to your work, use advanced search, and work with your search results.

• Search and find your issues
• Use advanced search with Jira Query Language (JQL)
• Save your search as a filter
• Work with search results

Build journeys in Jira Service Management

Build end-to-end journeys that connect work items across projects to help you streamline processes.

• Create a journey type
• Add a trigger to a journey type
• Add work items to a journey type
• Assign values to fields on work items in a journey type
• Add dependencies to a journey type
• Add Automation rules to work items in a journey type
• Manage active and inactive journey types
• Edit a published journey type
• Track work items created as part of a journey
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Manage your work with views

Use a board and calendar to visualise, schedule, and manage your work in the way that works best for you and your team

• Enable new views for your service project
• Manage your work using a board
• Manage your work with a calendar

Use knowledge base in Jira Service Management

• Add knowledge from Confluence on a different site
• Add knowledge from third-party products
• What are the different ways to add knowledge to projects?
• Write and share effective knowledge base articles