Usage and admin help
- Jira Software
Project and issue tracking
- Jira Service Desk
Service desk and customer support
- Jira Core
Manage any business project
Git code management
These pages are for the new issue view. You can check if you have the new issue view by comparing your view with the one below. If you have the old issue view, use these docs to learn how to resolve requests instead.
The issue view is where your agents resolve requests. We're gradually rolling out changes to the issue view of requests, so if you have the new issue view, these pages will walk you through how to use it.
We've grouped key actions and information in a logical way, making it easier for you to scan and update requests.
Quick-add buttons: Create subtasks, create and link issues, and add content from Atlassian Marketplace apps.
Back to queues: Go back to your queues with a single click.
Watch and more actions: Watch the request, and perform other request actions like move and clone.
Transition requests: Quickly get from waiting for support to resolved, and any status or workflow step in between.
Context fields: SLAs, request participants, and other information to help describe the request.
Docked comment bar: Always there, so you can quickly add a comment no matter how far you've scrolled.
Description fields: Multi-line fields that your service desk team fill to add more information to the request.
Customer request information: Request information entered by customers is organized in one place. If the customer raised the request from the portal, you can now use the View request in portal link to quickly view it there.
Update information on the issue view when request details change.
How to move your issue along the workflow pipeline.
Get everything that can help you onto the issue view so you can work in one place.
Stay up to date on an issue with notifications when something happens, and keep your team up to date by sharing it.
Communicate with the customer who raised the request and your teammates straight from the issue view.
If you've been added as an approver for a request, approve or decline it straight from the issue view.
To send customers to information on Confluence pages, quickly attach knowledge base articles.
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