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Jira Service Management
Jira Service Management Cloud

Documentation

  • Get started with Jira Service Management for admins
    • Get to know your Jira Service Management space
      • Sign up for a Jira Service Management site
      • What is a service project?
      • About Jira Service Management space templates
      • Get to know the main Jira Service Management features
      • Get to know the project settings sidebar
      • How to use modern incident management
      • About requests and work items
      • Create a service space
      • Create, edit, or delete a shortcut
      • Edit your service space details
      • What are space roles in Jira Service Management?
      • What is Jira Service Management?
    • Quick reference guides for starting your service space
      • Jira fundamentals
      • ITSM space basics
      • Changes
      • Incidents
      • Level up your service space
    • Explore a demo service space
      • Assign yourself to a work item
      • Update your customer on your progress
      • Resolve a customer's request
    • Set up queues for your team
      • How are queues used in Jira Service Management?
      • Make queues for your team
      • Raise a request to put into your queues
    • Capture the right request details with request types
      • How are request types used in my service project?
      • Create request types in team-managed spaces
      • Create request types in company-managed spaces
      • Organize your request types into portal groups
      • Use request type groups to categorize your request types
    • Involve the people who use your service space
      • Add your service space agents to work on requests
      • Add your customers so they can raise requests
    • Add customers and learn how they request help
      • How customers create requests by email
      • How do customers send requests to your service project?
      • See the requests list from your customers' point of view
      • Check out the default help center
    • Customize the channels that customers use to get help
      • Add a name and logo to your portal
      • Use an existing email address to receive requests
    • Visualize trends in your service space with reports
      • What are reports used for?
      • Go to your reports
      • Create a custom report for your service project
    • Permissions for your service space and Jira site
      • How customer access settings impact project permissions
      • Change access settings for your customers
      • Change service space customer permissions
      • Configure settings to authenticate your customers
      • Test single sign-on for customer login
    • Set up your service projects to meet compliance needs
      • About safe customer notifications
    • Trash, archive, restore, and delete service projects
      • Trash and restore a project
      • Archive or restore a service space
      • Permanently delete a service project
    • Track your feature usage
      • Manage the usage limit for the virtual service agent
      • Manage your bill for Extra assisted conversations for the virtual service agent
  • Get started with Jira Service Management for agents
    • Become an agent for your service space
      • Accept the invitation to join your service space team
      • Go to your service project
      • Get to know your service project sidebar
      • What do agents do in Jira Service Management?
    • Learn the tools to work on customer requests
      • About queues in Jira Service Management
      • Raise a request for a customer
    • About the work item view of a customer request
      • About the assignee, reporter, and other people involved in a work item
      • Communicate with customers and team members on work items using comments
      • Close a request when you finish helping a customer
    • See how customers send requests to your service space
      • View your default help center
      • Give customers an email address to send requests to
    • Use your knowledge base to help customers self-service
      • Write knowledge base articles for your customers
      • Share articles with your customers on a work item
  • Configure a company-managed space as an administrator
    • Set up service space users to work on requests
      • Unlicense agents
      • Add an agent to your service space
      • Add people from Google, Slack, or Microsoft
      • Customize Jira Service Management permissions
      • Manage service project role memberships
      • Remove an agent from a service project
    • Categorize customer requests into request types
      • What are request types?
      • What's the difference between request types and work types?
      • Organize request types into portal groups
      • Help customers find the right request type
      • Using request type groups
      • The benefits of using request type templates
      • Customize a request type
      • Duplicate a request type
      • Add or remove restrictions on request types
      • Customize the workflow statuses for a request type
      • Change the workflow and work type of a request type
      • Hidden fields and unsupported fields in request types
      • Delete request types from your service space
    • Use workflows in Jira Service Management
      • Overview of Jira Cloud workflows
      • Create a new workflow for an existing work type
      • How do workflows, work types, and request types connect?
      • Using the new workflow editor
      • Features in the new workflow editor
      • Show a workflow transition in the portal
      • Use workflow templates to replace a request type's workflow
    • Customize the field layout of your work item view
      • About the issue view in Jira Service Management
      • Set up request forms and work item views for request types
      • Add, edit, or remove field tabs from a work type
      • Add or change the fields of a work type
    • Use queues to triage requests for your agents
      • What are queues?
      • Create a new queue
      • Add or remove a view from your queue
      • Edit queues
      • Delete a queue
      • Prioritize your queues using groups
      • Use keyboard shortcuts in your queues
      • Best practices for managing queues at scale
    • Set up an approval stage
      • What are approvals?
      • Set up approval steps
      • Add a new custom field to a service space
      • Add an approval step to a workflow
      • Define approvers for a request type
      • Allow customers to choose approvers
      • Add a conditional field to a service space
      • Manage settings for approval by email and chat
    • Receive requests from an email address
      • How do customers send requests by email?
      • How Jira Service Management processes email requests
      • Receive requests from multiple email addresses in your project
      • What are customer permission settings for email requests?
      • Email process for POP, IMAP, cloud, and other email types
      • Change how emails are processed across service spaces
      • Test your custom email channel connection
      • Change how you process emails in global mail settings
      • Manage your allowlist
      • About email logs in Jira Service Management
      • Add request participants through email
      • Allow external emails to be added as comments on work items
      • Choose suitable request type for connected email accounts
      • Create new accounts through email
      • Disable all email requests to the email channel
      • Hide email signatures from the work item view and portals
      • Manage DMARC authentication for incoming emails
      • Manage your blocklist
      • Switch your Microsoft and Google email accounts to OAuth
      • View the email processing and connectivity logs
      • Manage reply-to address for your service project
      • Receive email notifications for failed email requests
    • Manage your customers
      • What are service space customers and organizations?
      • Add a customer to a service space
      • Add customers in bulk to your service space
      • Edit a customer's name
      • Remove a customer from a service project
      • Delete a customer account
    • Group customers into organizations
      • View customers by organization
      • Add a customer to an organization
      • Remove a customer from an organization
      • Remove an organization from a service project
      • Add an organization to a service space
      • Manage customer organizations using Jira product settings
      • Use email domains to automatically group customers into organizations
      • Delete an organization from a site
    • Collect requests from anywhere with an embeddable widget
      • Embed a widget onto a web page
      • Allow anyone to view knowledge base articles
      • Use the virtual agent in the widget
    • Set up your help centers and portals
      • What is a help center?
      • What is a portal?
      • What are help resources?
      • Create and manage help centers
      • Set up and manage help center access
      • Set up and manage portal access
      • Invite customers to your help centers and portals
      • Add links to external resources in your service space
      • Add request participants through the help center
      • Link service projects to a help center
    • Customize your help centers and portals
      • Customize your help centers
      • Customize your portal
      • Brand your help centers
      • Add a login message in a help center
      • Add an announcement to a help center or portal
      • Curate content in a help center
      • Group help content in your portal
      • Edit the home page of a help center
      • Create and manage landing pages in a help center
      • Edit page layouts in a help center
      • Create and manage topics in a help center
      • Customize your customers' requests list
    • Set up a knowledge base so customers can serve themselves
      • What is a knowledge base?
      • The difference between internal and external knowledge bases
      • Set up your knowledge base
      • Add Confluence to set up knowledge base
      • Link Confluence spaces to your service project
      • Manage knowledge base permissions
      • Unlink knowledge base spaces from your service project
      • Manage who can view and edit your knowledge base articles
      • Restrict access to knowledge base articles
      • Manage who can view spaces from Confluence server sites
      • Restrict access to articles from Confluence server sites
      • Find out how your knowledge base articles are performing
      • Set up article suggestions in request forms
      • Configure public access to spaces on linked Confluence site
      • Authenticate portal users to access knowledge base articles
      • Remove Confluence product access for users in your site
    • Set up notifications for your customers and team
      • What notifications do my customers and team receive?
      • Change the look and feel of customer notifications
      • Create and edit the content of your customer notifications
      • Choose how your customers access attachments
      • Choose how customer notifications display the sender name
      • Send notifications from a custom domain email address
      • View customer notification logs for your service project
      • Disable service space notifications for internal users
      • Choose HTML or plain text for customer notifications
      • Best practices for configuring your customer notifications
      • View email logs for your service project
    • Receive and manage requests in Slack or Microsoft Teams
      • What is chat?
      • Set up chat in Slack
      • Create work items in Slack
      • Work on work items in Slack
      • Manage chat settings for Slack
      • Set up chat in Microsoft Teams
      • Create work items in Microsoft Teams
      • Work with work items in Microsoft Teams
      • Manage chat settings for Microsoft Teams
    • Set up flows to automate repetitive tasks
      • What is Legacy automation?
      • Available preset automation flows
      • Add a preset automation flow
      • Edit a preset automation flow
      • Create a custom automation flow
      • About triggers, conditions, and actions in Legacy Automation
      • Disable an automation rule
      • Debug automation flows in the log
      • Automation log details
      • Advanced automation flow options
    • Try one of our common automation recipes
      • Automatically approve requests
      • Automatically update agents about a linked work item's progress
      • Create an automation flow to share articles with customers
    • Discover new trends with service space reports
      • What are default reports?
      • What are custom reports?
      • Create a new custom report
      • Edit a custom report
      • What is a report series?
      • Add reports to a dashboard
    • Create service level agreements (SLAs) to manage goals
      • What are SLAs?
      • Create and edit an SLA
      • Set up service level agreement (SLA) goals
      • Use priority to group SLA goals
      • Set up SLA calendars
      • Set up SLA conditions
      • Set up SLA format display
      • Auto-close resolved service requests
      • Auto-close incidents after they are resolved
      • Clean up unused custom SLA fields
    • Use Jira Query Language to create service level agreements
      • How to structure your SLA goals around priority using JQL
      • Write JQL queries for SLAs
    • Collect customer satisfaction on your team's performance
      • About customer satisfaction (CSAT) surveys
      • Track customer satisfaction feedback trends
    • Provide help in multiple languages
      • What is language support?
      • Add languages to your service space
      • Keep your translations up to date
      • Add, update, or review translations for email templates
      • Manage translations for custom content
      • Help customers set their language preferences
      • Stop supporting a language
      • Change your service space's default language
    • Integrate your service space with other products and apps
      • Integrate Jira Service Management Cloud with Zapier
      • Overview of Jira Cloud products
      • Integrate Jira Cloud and Slack
      • Use Jira Cloud for Sheets
      • Integrate Jira Cloud with Confluence
      • Connect Jira Service Management Cloud to AWS Service Catalog
    • Give your team access to additional features
      • What is the feature lab?
      • Find similar work items in Jira Service Management
      • Add Services, Alerts, and On-call to your sidebar
      • Allow internal accounts to request a service space
      • Choose default request types for your work types
      • Gain an overview of your work with the project summary page
      • Use Opsgenie's incoming call routing
    • Reply faster to your customers with canned responses
      • Create a canned response
      • Insert a canned response
      • Edit or delete a canned response
      • Best practices for creating canned responses
      • Create a personal signature with canned responses
    • Assign work to the right agents with Workforce management
      • Bulk import schedules using CSV
      • Route work to the right agent in Workforce Management
      • See your team’s capacity in Workforce Management
      • Set up Workforce Management in Jira Service Management
      • What is Workforce Management in Jira Service Management?
    • Protect your team's data
      • Set a default classification level for work items
  • Manage and administer team-managed service projects
    • Learn how company-managed and team-managed projects differ
      • What are Jira Service Management team-managed projects?
      • Is my project company-managed or team-managed?
      • What makes the set up of team-managed projects different?
      • How work types and request types differ in team-managed projects
      • How do company and team-managed workflows differ?
      • How does the role of admins change in team-managed projects?
      • About approvals in company and team-managed service projects
      • Migrate between team-managed and company-managed projects
    • Manage access to team-managed service projects
      • Enable or disable team-managed service projects on your site
      • Overview of permissions in team-managed service projects
      • Manage how people access your team-managed service space
    • Create, edit, and delete team-managed service spaces
      • Manage request types in team-managed projects
      • Set up help centers and portals in team-managed projects
        • Set up portal access in team-managed projects
        • Set who has permission to send requests to your portal
        • Customize help centers in team-managed service projects
        • Customize your portal in team-managed spaces
        • Add announcements to your portal or help center
        • Group request types in the portal in team-managed projects
        • Let agents add announcements in team-managed projects
      • Receive requests from emails in team-managed spaces
        • Add request participants by email in team-managed spaces
        • Add a custom email account in team-managed spaces
        • Manage domains on your allowlist
        • Manage domains and email addresses on your blocklist
      • Customize request fields in team-managed service spaces
        • Available custom fields for team-managed service spaces
      • Add or remove people from your team-managed service space
      • Add and remove customers in your service space
        • What are customers and organizations in your service project
        • Add a customer to a team-managed service project
        • Remove a customer from a team-managed service project
        • Delete account for a customer
      • Manage how work flows in your team-managed service space
        • Create, edit, and delete statuses in team-managed spaces
        • Manage workflow rules in team-managed service projects
        • Manage transitions in team-managed service projects
        • Available workflow rules in team-managed service projects
        • About different workflow type rules
        • Move requests to new statuses while updating your workflow
      • Set up notifications in team-managed projects
        • Who receives notifications for team-managed requests?
        • Choose your default email notification style
        • Disable team-managed notifications for internal users
        • Edit a team-managed customer notification
        • Set up how your customers access attachments
        • Choose how notifications display the email sender name
        • Customize the style of team-managed customer notifications
        • Customize internal notifications in team-managed spaces
        • Send notification emails from your own domain
      • Set up a knowledge base in team-managed service spaces
        • Unlink Confluence spaces in team-managed projects
        • See how your knowledge base articles are performing
      • Use automation flows for tasks in team-managed spaces
        • About automation triggers and conditions
        • Add a preset automation flow in team-managed spaces
        • Create a custom automation flow in team-managed spaces
        • Edit an automation rule in team-managed service projects
        • Disable an automation flow in team-managed projects
        • Debug automation flows with log in team-managed projects
      • Manage approvals in team-managed service spaces
        • About approvals in team-managed service spaces
        • Add an approval step in team-managed service spaces
      • Support multiple languages in team-managed projects
        • Add a language in team-managed service projects
        • Edit language translations in team-managed service projects
        • Keep languages up to date in team-managed service projects
        • Stop supporting a language in team-managed service projects
        • What is language support in team-managed service projects?
      • Visualize trends with reports in team-managed spaces
        • What are reports in team-managed service projects?
        • What are default reports in team-managed projects?
        • What are custom reports in team-managed projects?
        • Create a custom report in team-managed service spaces
        • Edit a custom report in team-managed service projects
        • Export reports in team-managed service spaces
        • Report series in team-managed service projects
        • Add reports to a dashboard in team-managed service spaces
        • Delete a report in team-managed service spaces
      • Collect CSAT metrics in team-managed service projects
        • Turn on customer feedback in team-managed service projects
        • Visualize customer feedback in team-managed projects
      • Use service level agreements in team-managed spaces
        • Create a new SLA calendar in team-managed service spaces
        • Create and edit SLAs in team-managed service projects
    • Discover IT service management (ITSM)
      • Get started with IT service management
        • Test, explore, and learn with your sample space
        • Set up an IT service management project
        • Move an existing service space to the ITSM template
        • Add a work category to any of your service spaces
        • Remove a work category from your service project
        • What are compatible and incompatible work types?
        • Make a work type compatible with an ITSM work category
        • Find out more about the IT service management template
        • Updating your incident, problem, and change management capabilities
      • Manage your request types and ITSM categories
        • What are work categories?
        • Using work categories in IT service management projects
        • What are request types in IT service management?
        • Resolve an ITSM request
        • Assign, unassign, or move request types from a work category
        • What are default [System] work types?
        • What are request channels?
        • What are unassigned request types?
      • Manage your service requests
        • What are service requests?
      • Manage your incidents
        • What are incidents?
        • What are major incidents?
        • Escalate an incident to Opsgenie
        • Set SLAs in incidents
        • What is the incident timeline?
        • Use chat and video tools to resolve incidents as a team
        • About incident conference calls
        • Create chat channel and video conference for an incident
        • Connect Slack with Jira Service Management
        • Connect Microsoft Teams with Jira Service Management
        • Connect Zoom to your service space
        • Add or remove the responders field from your service space
        • How the Opsgenie stakeholder role works in unmerged accounts
        • Set up your alert notifications
        • Add and manage incident stakeholders
        • Add missing features to an incident
        • Mark an incident as major
        • What is incident investigation?
        • Add and manage incident responders
        • Create responder alerts with incident details
        • Find related resources with AI
        • Create incident timeline in Slack
        • Summarize incident in Slack
        • What are alert priorities?
        • What are linked alerts?
        • About responder alerts
        • Connect Assets schemas with incidents
        • Automate incident management in Jira Service Management
        • Automatically add responder teams to incident chat channels
        • Automatically archive a Slack channel
        • Create and manage email templates for stakeholder notifications
        • Send notifications to incident stakeholders
      • Manage your problems
        • What are problems?
      • Manage your changes
        • What is change management?
        • What are changes?
        • Configure your change management deployment pipeline
        • Automate change management with Jenkins
        • Link Jira Service Management with Jenkins
        • What is deployment gating?
        • Set up deployment gating
        • Use deployment gating with Jenkins
        • Use deployment tracking with Jenkins
        • Change management automation flows
        • Create automation flows for change management
        • Coordinate changes with Team Calendars for Confluence
        • Disconnect a service
        • Use deployment gating with GitHub
        • Add or remove a service from the affected services field
        • Connect GitHub repositories with Jira Service Management
        • Create, edit, or delete change requests
        • Set up deployment tracking
        • What are risk insights in change management?
        • What is the change calendar?
        • Show change requests on the change calendar
        • What are change windows?
        • Create, edit, or delete change windows
        • Assess potential risks to your changes with Rovo Ops
        • Connect Assets schemas with changes
        • Enable and configure risks to your changes with Rovo Ops
        • Filter and customize your change calendar
        • Subscribe to change calendar from your external calendar
        • Use deployment gating with GitLab
        • Use deployment tracking with GitLab
      • Manage your post-incident reviews
        • What are post-incident reviews?
        • Post-incident review best practices
        • Create and publish a post-incident review
        • Create a post-incident review using Atlassian Intelligence
      • Manage your services
        • What are services?
        • What are service tiers?
        • Remove a service relationship
        • Add a service relationship
        • Configure Services: settings, permissions, and references
        • Create, edit, or delete a service
        • How services work across Jira Service Management and Compass
        • How services work with incidents
        • Synchronize your services with Compass
        • Understand service types
        • Use service objects in AQL
      • Create or edit an ITSM report
      • Manage and customize your status pages
        • How to access status page in Jira Service Management
        • Create and customize status page
        • Publish your status pages
        • View the status page
        • Edit your status pages
        • Send updates to status pages
        • Post stakeholder updates directly from incidents
        • Audit logs for status pages
        • Delete, unpublish, or restore a status page
        • Manage status page subscribers
        • Manually add subscribers to a status page
        • Subscribe to a public status page using webhooks
        • Use custom domain for your status page
      • Manage your customers and organizations
        • What is customer service management?
        • Manage customer detail fields
        • Manage organization detail fields
        • Import customer and organization details through API or CSV
        • Get customer context on work items
        • Create queues based on customer or organization details
        • Create SLA goals based on customer details
        • About products and entitlements
        • Create product entitlements for your customers
        • Show product entitlement details on work items
      • Manage your developer escalations
        • Set up developer escalations
        • Escalate a work item to developers
        • View developer escalations
        • What are developer escalations?
      • Manage your stakeholders
        • What is stakeholder communications
        • Types of stakeholders
        • Add stakeholders
        • Manage stakeholders
        • Create stakeholder groups
        • Manage stakeholder groups
        • Add stakeholders or stakeholder groups during an incident
        • Notify stakeholders
      • Use Automation for incident management
        • Get started with playbooks
        • Create and manage playbooks
        • Automation rule suggestions on work items
        • Playbook templates for Jira Service Management
    • Help customers as a service agent
      • Work on customer requests
        • Summarize a work item's details using AI
        • Draft replies for your customers using Atlassian Intelligence
        • About suggestions on work items
        • Raise a request on behalf of a customer
        • What are request participants?
        • Use internal articles in the knowledge base panel
      • Manage your incoming requests with queues
        • Star your favourite queues
        • Sort requests within a queue
        • Assign work items from your queue
        • Add comments to multiple work items at the same time
        • Assign multiple work items at the same time
        • Delete multiple requests at the same time
        • Transition and approve multiple requests at once
        • Update the request types of work items using Atlassian Intelligence
      • View service level agreements (SLAs)
        • About service level agreements (SLAs)
      • About the work item view in Jira Service Management
      • Use the work item view in company-managed service spaces
        • About the issue view in Jira Service Management
        • Update information on a work item
        • Move a work item through its workflow
        • Link subtasks, work items, and pages to a work item
        • Watch, vote, share, and comment on work items
        • Communicate with customers and team members from the work item view
        • Approve or decline a request on a work item
        • Clone a work item
        • Respond to customer with an article
        • Date and time formats in different languages
        • View the different types of activity on a work item
      • Use the work item view in team-managed service projects
        • Link work items to each other, or link to other information from work items
        • Move a work item through its workflow
        • Classify a request
        • Watch, vote, share, and comment on work items
    • Best practices for teams using Jira Service Management
      • Best practices for IT teams using Jira Service Management
        • How is a service catalogue used in my IT service project?
        • How is ITIL used in Jira Service Management?
        • About default workflows in Jira Service Management
        • Help customers serve themselves with a knowledge base
      • Best practices for change management
        • Use the change calendar to manage change requests
        • How do you set the time limit for reviewing normal changes?
        • Request approval from Change Advisory Board (CAB) members
        • Enforce an approval step for change reviews
        • Auto-approve standard changes
        • Remind change reviewers automatically
        • Customize the default change management workflow
        • Default form fields for change requests
        • What is the change management workflow?
        • Enforce an approval step
      • Best practices for incident management
        • The incident management workflow for service projects
        • Link incident records to a work item in another project
        • Customize your incident management workflow
        • Default fields on an incident
      • Best practices for automatically prioritizing requests
        • What are priority levels in Jira Service Management?
        • How impact and urgency are used to calculate priority
        • How should my team define impact and urgency of requests?
        • Create an impact urgency priority matrix
        • Create an automation flow to prioritize your incidents
        • Set mandatory fields to automatically prioritize incidents
        • Customize your service request workflows
      • Best practices for problem management
        • Create a problem work item
        • What is the ITIL problem management process?
        • What is the aim of problem management?
        • Document known errors in your knowledge base
        • What is Jira Service Management's default problem workflow?
        • Customize your problem workflow
        • Default fields for problem requests
      • Managing service requests in your IT service space
        • What service request workflows come with my service project?
        • Customize fields in your IT service space
        • How can I make my service request forms more effective?
      • Collaborating with teams in other Jira products
        • Create linked work items to collaborate with other Jira products
        • How can service project and software teams work together?
        • Sharing requests with other Jira team members
        • Give Jira users permission to comment on service project work items
        • Jira Service Management and Jira can share custom fields
        • Give Jira users permission to view service project work items
      • Working on bug reports with Jira teams
        • What workflow helps service project agents resolve bugs?
        • What are the advantages of sharing custom fields?
        • Improve the way customers report bugs
        • How agents and development team work on bug reports together
        • Add a step to involve the development team in resolving bugs
        • Customize the workflow for bugs
      • Best practices for serving external customers
        • Create a customer service space
        • Set up request types to get information from your customers
        • Fill a knowledge base so customers can help themselves
        • Support multiple clients with a single Jira site
      • Best practices for managing escalations
    • Discover alerting and on-call
      • Unlock your team’s operations
        • What are operations?
        • Launch your team operations
        • Merge migrated Opsgenie teams with Atlassian teams
        • What are the member roles in operations?
        • Work with member roles
      • Understand the integration framework
        • Integrations
        • Understand the framework
        • Explore integration types
        • Explore integration actions
        • Work with advanced settings
        • Work with alert properties
        • Work with alert filters
        • Set priority levels of alerts
        • String processing methods
        • Regular expressions for customizing and filtering alerts
        • Bulk add services to integration create alert rules
      • Integrate IT applications and tools
        • Add a global integration
        • Add an integration (team-level)
        • Integrate with email
        • Integrate with Microsoft Teams
        • Integrate with Slack
        • Integrate with Airbrake
        • Integrate with Alert Logic
        • Integrate with AlertSite UXM
        • Integrate with Amazon CloudTrail
        • Integrate with Amazon CloudWatch
        • Integrate with Amazon CloudWatch Events
        • Integrate with Amazon DevOps Guru
        • Integrate with Amazon EC2 Auto Scaling
        • Integrate with Amazon EventBridge
        • Integrate with Amazon RDS
        • Integrate with Amazon Route 53 Health Check
        • Integrate with Amazon Security Hub
        • Integrate with Amazon SES
        • Integrate with Amazon SNS
        • Integrate with Apica Synthetic Monitoring
        • Integrate with APImetrics
        • Integrate with AppDynamics
        • Integrate with AppOptics
        • Integrate with AppSignal
        • Integrate with Atatus
        • Integrate with Autotask
        • Integrate with Autotask AEM
        • Integrate with Auvik
        • Integrate with Azure OMS
        • Integrate with Bamboo
        • Integrate with BigPanda
        • Integrate with Bitbucket
        • Integrate with BlazeMeter
        • Integrate with Blue Matador
        • Integrate with BMC FootPrints v11
        • Integrate with BMC FootPrints v12
        • Integrate with BMC Remedy
        • Integrate with BMC Remedy OnDemand
        • Integrate with BMC Remedyforce
        • Integrate with BMC TrueSight Pulse
        • Integrate with CA Flowdock
        • Integrate with Campfire
        • Integrate with Catchpoint
        • Integrate with Checkmk
        • Integrate with Cherwell
        • Integrate with CircleCI
        • Integrate with Circonus
        • Integrate with CloudMonix
        • Integrate with CloudSploit
        • Integrate with CloudWisdom
        • Integrate with Codeship
        • Integrate with Compose
        • Integrate with ConnectWise Automate (API)
        • Integrate with ConnectWise Automate (Email)
        • Integrate with Consul
        • Integrate with Coralogix
        • Integrate with Crashlytics
        • Integrate with Datadog
        • Integrate with Desk.com
        • Integrate with Detectify
        • Integrate with DNS Check
        • Integrate with DripStat
        • Integrate with Dynatrace
        • Integrate with Dynatrace AppMon
        • Integrate with Dynatrace Webhook (v2)
        • Integrate with Errorception
        • Integrate with Evident.io
        • Integrate with Flock
        • Integrate with Freshdesk
        • Integrate with Freshservice
        • Integrate with Ghost Inspector
        • Integrate with GitHub
        • Integrate with GitLab
        • Integrate with Google Cloud's operations suite
        • Integrate with Grafana
        • Integrate with Graylog
        • Integrate with Graylog Plugin
        • Integrate with Honeybadger
        • Integrate with Honeycomb
        • Integrate with Hosted Graphite
        • Integrate with Humio
        • Integrate with Icinga
        • Integrate with Icinga 2
        • Integrate with Instana
        • Integrate with ITRS OP5 Monitor
        • Integrate with Jenkins
        • Integrate with Kapacitor
        • Integrate with Kayako
        • Integrate with Kore
        • Integrate with Librato
        • Integrate with LibreNMS
        • Integrate with LightStep
        • Integrate with Logentries
        • Integrate with Loggly
        • Integrate with LogicMonitor
        • Integrate with Logstash
        • Integrate with Logz.io
        • Integrate with Looker
        • Integrate with Loom
        • Integrate with Magentrix
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        • Integrate with Mattermost
        • Integrate with Microsoft Azure
        • Integrate with Microsoft Azure AutoScale
        • Integrate with Microsoft Azure Event Hubs
        • Integrate with Microsoft Azure Resource Health
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        • Integrate with Microsoft SCOM
        • Integrate with Microsoft Sentinel
        • Integrate with MongoDB Cloud Manager
        • Integrate with Monitis
        • Integrate with Moxtra
        • Integrate with N-ABLE N‑central RMM
        • Integrate with Nagios
        • Integrate with Nagios XI
        • Integrate with Netdata
        • Integrate with Neustar
        • Integrate with New Relic (Legacy)
        • Integrate with New Relic Workflows
        • Integrate with NodePing
        • Integrate with Observium
        • Integrate with OpsDash
        • Integrate with Opsview
        • Integrate with Oracle Enterprise Manager (OEM)
        • Integrate with Outgoing Amazon SNS
        • Integrate with Outlyer
        • Integrate with Panopta
        • Integrate with Papertrail
        • Integrate with Pingdom
        • Integrate with Pingdom Server Monitor
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        • Integrate with Prometheus
        • Integrate with PRTG
        • Integrate with Rackspace Cloud Monitoring
        • Integrate with Raygun.io
        • Integrate with Redgate SQL Monitor
        • Integrate with Riemann
        • Integrate with Rigor
        • Integrate with RingCentral (Email)
        • Integrate with RingCentral Glip
        • Integrate with Rollbar
        • Integrate with Runscope
        • Integrate with SalesForce Service Cloud
        • Integrate with SaltStack
        • Integrate with Scalyr
        • Integrate with Sematext SPM
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        • Integrate with Server Density
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        • Integrate with ServiceNow Cloud Observability
        • Integrate with Signal Sciences
        • Integrate with SignalFx
        • Integrate with SignalFx (Legacy)
        • Integrate with Site24x7
        • Integrate with SOASTA
        • Integrate with SolarWinds Database Performance Monitor
        • Integrate with Solarwinds NPM
        • Integrate with Solarwinds Web Help Desk
        • Integrate with Splunk
        • Integrate with Splunk IT Service Intelligence
        • Integrate with Stackdriver
        • Integrate with StackStorm
        • Integrate with Status.io
        • Integrate with StatusCake
        • Integrate with StatusHub
        • Integrate with Statuspage
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        • Integrate with StruxureWare Data Center Expert
        • Integrate with Sumo Logic
        • Integrate with Sysdig Cloud
        • Integrate with ThousandEyes
        • Integrate with Threat Stack
        • Integrate with Thundra
        • Integrate with Tideways
        • Integrate with Trace
        • Integrate with Track-It!
        • Integrate with Travis CI
        • Integrate with Twilio
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        • Integrate with Uptime Robot
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        • Integrate with VMware vCenter Server Appliance
        • Integrate with Wavefront
        • Integrate with Webhook
        • Integrate with WhatsUp Gold
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        • Integrate with X-Pack (Elasticsearch Watcher)
        • Integrate with XL Release
        • Integrate with XMPP/Jabber
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        • Migrating from Terraform's Opsgenie Provider to Atlassian Operations Provider
        • Set up an API integration
        • Set up Atlassian Operations Terraform Provider
      • Build on-call schedules
        • How do on-call schedules work in operations?
        • Create an on-call schedule
        • Override an on-call schedule
        • Create daily, weekly, and custom rotations
        • Best practices for managing on-call schedules
        • What are escalation policies?
        • Create, edit, delete an escalation policy
        • What are routing rules?
        • Create, edit, delete a routing rule
        • What is incoming call routing?
        • Add a new call routing
        • Blocking a phone number in a call routing
        • Connect and manage on-call schedules in Slack
      • Manage and respond to alerts
        • What are alerts?
        • Alert fields
        • Navigate the alerts list
        • Group alerts using Rovo
        • View related alert groups
        • View similar alerts, past responders, and related resources
        • What is alert deduplication?
        • Who are alert responders?
        • What are alert actions?
        • Escalate an alert
        • Create incidents from alerts
        • Create incident from alerts with Atlassian Intelligence
        • What are notification policies?
        • Create, edit, delete a notification policy
        • Create, edit, delete an alert policy
        • What are heartbeats?
        • How are alerts created?
        • Manage alerts through their lifecycle
        • Search syntax for alerts
        • What are alert policies?
        • What is maintenance in operations?
        • Configure alert grouping
        • Work with alert groups in the Jira Cloud mobile app
      • Receive alert notifications
        • Add contact methods
        • Add notification forwarding rules
        • Add notification rules
        • Alert notification sounds used in Jira mobile app
        • Alert notifications
        • Get your first alert notification
        • Set up notification preferences
        • Set up role-based notifications
        • Set up SMS and voice notifications
        • The alert notification flow
      • Manage users and roles
        • About custom roles
        • Work with custom roles
        • Work with Operations global admin
      • Reports and logs in operations
        • What are reports of operations?
        • How to view reports of operations
        • Reports for on-call teams
        • Allow cross-site tracking or third-party cookies on browsers
        • What are audit logs?
        • Work with audit logs
      • Sync with Jira issues
        • What is sync?
        • Sync alerts with service and software projects
      • Use Jira Edge Connector (JEC) as an extensibility platform
        • Jira Edge Connector (JEC) - An extensibility platform
        • Install Jira Edge Connector
        • Configure Jira Edge Connector
        • Run Jira Edge Connector
        • Alert action data for Jira Edge Connector
      • Run a playbook and view outputs
    • Move operations 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
      • Work with requests and work items in Jira Cloud products
        • How can my Jira admin customize work items for my team?
        • Schedule a work item
        • Create work items with the CSV importer
        • Edit and share work items
        • Move a work item to another service project
        • Log time on a work item
        • Edit multiple work items at the same time
        • Attach files and screenshots to work items
        • Create work items and subtasks
        • Link to an existing attachments on a work item
        • Review and modify your work item layout
      • Use basic search and filters to find requests and work items
        • Add a gadget to a dashboard
        • Manage dashboards and gadgets
      • Manage your Jira user profile
        • Allow OAuth access
        • Manage your Jira personal settings
        • Overview of Jira Cloud keyboard shortcuts
    • Moving to Jira Service Management Cloud
      • Transitioning to Service Collection
      • What to know when migrating ProForma Data Center to Cloud
    • Use forms in Jira Service Management
      • 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 space
      • 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 space
      • Create or edit a form
      • Restrict who can view forms
      • What are forms?
    • AI features in Jira Service Management
      • Add a Rovo agent to the help center
      • AI answers in the virtual service agent
      • Create a Rovo agent for your help center
        • Create request types using AI
        • Create service requests with Rovo agents
        • 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
        • About the virtual service agent
        • Set up your virtual service agent
        • Manage your virtual service agent
          • About standard flows
          • Edit a standard flow
          • Set or change the virtual service agent default request type
          • Turn off the virtual service agent
        • Use the virtual service agent in your customer channels
          • Use the virtual service agent in Microsoft Teams
          • Use the virtual service agent in Slack
          • Use the virtual service agent in your portal
          • Use the virtual service agent in email
          • Use the virtual service agent in your help center
          • Use the virtual service agent in your widget
        • Use AI answers in your virtual service agent
          • Use AI answers in the virtual service agent
        • Create and manage intents and conversation flows
          • Create, edit, or delete an intent
          • Train your virtual service agent to recognize an intent
          • Create or edit a conversation flow
          • About step types in the virtual service agent flow builder
          • End a conversation flow branch
          • Activate or deactivate an intent
          • Create a 'send web request' step
          • Manage the virtual service agent's connection to Workato
          • Manage the virtual service agent's connection to Workday
          • Run an Automation flow in a conversation flow
          • Trigger a Workato recipe in a conversation flow
          • Trigger a Workday action in a conversation flow
        • Improve your virtual service agent’s performance
          • Test your virtual service agent
          • Write effective messages for your virtual service agent
          • Set up your knowledge base to improve the quality of AI answers
          • Use conversation data to improve your virtual service agent's performance
          • Improve the performance of the virtual service agent in your help center
        • Understand how the virtual service agent uses data
          • How the virtual service agent’s data set is trained
          • Who can see virtual service agent conversations
      • Search for issues in Jira
        • Search for work items
          • Find specific issues
          • Find recent issues
          • Search for issues using the text field
          • Navigate to your work
        • Use advanced search with Jira Query Language (JQL)
          • What is advanced search in Jira Cloud?
          • JQL functions
          • JQL developer status
          • JQL fields
          • JQL keywords
          • JQL operators
          • Search for Advanced Roadmaps custom fields in JQL
        • Save your search as a filter
          • What is a saved search?
          • Save your search as a custom filter
          • Manage filters
        • Work with search results
          • Change the view of search results
          • Edit individual and multiple work items
          • Manage search results
      • Build journeys in Jira Service Management
        • 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 conditions to a journey type
        • Add dependencies to a journey type
        • Add Automation flows to work items in a journey type
        • Manage active and inactive journey types
        • Edit a published journey type
        • About journeys in Automation
        • Monitor a journey in Automation's audit log
        • Track in-progress journeys
      • Collect feedback from your organization with surveys
        • Get started with surveys
        • Create and manage surveys
        • Create surveys with Rovo
        • Manage survey access and restrictions
        • Review and export survey data
      • Help customers in real time with live chat
        • Chat with customers
        • Get started with live chat
      • Manage HR service management
        • Manage HR cases in Jira Service Management
          • What is case management in Jira Service Management?
          • Log findings and outcomes on a case
      • Manage your work with views
        • Enable new views for your service space
        • Manage your work in a list
          • View your work items in a list
        • Manage your work using a board
          • Get started with boards
          • Manage board columns and statuses
          • Create quick filters for your board
          • Create swimlanes for your board
          • Add colors to cards on your board
          • Add fields to cards on your board
          • How to use the 'work items for attention' insight
          • Rank work items on your board manually
        • Manage your work with a calendar
          • Use the calendar to view your work items
          • Show work items on the calendar
        • Switch between views for different ways to visualize your work items
      • Use knowledge base in Jira Service Management
        • Add knowledge from Confluence on a different site
          • Link and unlink Confluence spaces on a different site
          • Manage permissions for Confluence spaces on a different site
        • Add knowledge from third-party products
          • Add knowledge from Google Drive to your service space
          • Add knowledge from Microsoft SharePoint to your service space
        • Create knowledge base articles
        • Manage knowledge bases with Rovo
        • Setting up a knowledge base in Jira Service Management
          • Write and share effective knowledge base articles
            • Use templates to create articles
            • Use AI drafts to write articles quickly
            • Address knowledge gaps with suggested topics
            • Manage your drafts
            • Categorize knowledge base articles
            • Edit and delete a knowledge base category
            • Add labels to knowledge base articles
            • Share knowledge base articles with customers
        • Use Rovo Service to streamline your team's work
          • Create employee onboarding journeys with Rovo Service
          • Execution modes in Rovo Service
          • Get started with Rovo Service
          • Resolve work items with Rovo Service
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        Manage approvals in team-managed service spaces

        • About approvals in team-managed service spaces

          Some requests might need approval before your team can work on them. Find out how approvals fit into a request type’s workflow.

        • Add an approval step in team-managed service spaces

          Add an approval step to get someone's approval before a work item can continue along its workflow.

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