What is Workforce Management in Jira Service Management?
Workforce Management in Jira Service Management routes work to the right team – and the right agent within that team – using capacity, shift schedules, and agent availability. Workforce Management brings the planning tools that high-volume service teams need directly into your service space – so you can match work to capacity without leaving Jira Service Management.
Available on Jira Service Management Premium and Enterprise plans.
Workforce Management is not HIPAA compliant and should not be used to store or process Protected Health Information or any other data subject to HIPAA.
What you can do with Workforce Management
Route work to the right agent: Send incoming work to agents based on capacity, availability, and shift coverage.
See team capacity at a glance: Know how many active tickets each agent is currently assigned and set the expected capacity for each team.
Schedule shifts: Plan when each agent is scheduled, so coverage matches expected demand.
Set availability: Let agents mark themselves Available or Unavailable, so routing skips them when they’re unavailable.
Space admins enable and configure Workforce Management. Agents use it day to day to view their workload, mark availability, and pick up routed work.
Who Workforce Management is for
Workforce Management is built for three audiences within a Jira Service Management service team:
Space admins set up Workforce Management, configure team capacity, build shift schedules, and choose routing methods.
Agents manage their day-to-day work — they mark themselves available or unavailable, see their own and the team’s current capacity, and pick up routed work.
End users (customers) get faster, more consistent responses because work reaches the agent available to handle the request the first time.
When to use Workforce Management
Turn on Workforce Management if your service team:
Is large enough that work goes or stays unassigned.
Operates across time zones, shifts, or different business hours.
Needs to balance workload during busy periods.
Wants to give agents control over when they pick up new work.
If your team handles low or steady volumes and routing isn’t a problem, Jira Service Management’s built-in queues and manual assignment may be enough — you don’t need Workforce Management. Workforce Management adds value when capacity, scheduling, or routing become bottlenecks.
How Workforce Management fits into Jira Service Management
Workforce Management lives inside the service space alongside the rest of your Jira Service Management configuration. You’ll find it in two places:
Space settings > Workforce - where space admins configure Workforce Management (team capacity limits, schedules, and default agent availability)
Workforce in the space navigation bar - where admins and agents see the day-to-day operational view: who’s scheduled, who’s available, and current capacity.
入門ガイド
Workforce Management is included with Jira Service Management Premium and Enterprise — you don't need a separate add-on or license.
To start using Workforce Management, work through these articles in order:
Set up Workforce Management in Jira Service Management — turn on Workforce Management, connect Atlassian Teams, and set team capacity.
See your team’s capacity in Workforce Management — read the capacity dashboard and understand what the numbers mean.
Route work to the right agent in Workforce Management — configure manual or automatic routing.
To remove Workforce Management entirely - including from the space navigation - go to Space settings > Features and toggle Workforce Management off.
Workforce Management works with the features your team already uses:
Automation can run alongside Workforce Management — for example, to escalate work items that have been unassigned for too long.
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