Learn how to succeed in your role as a service project agent.
Learn how to succeed in your role as a service project agent.
Your first stop for learning how to get started with Jira Service Management.
Set up your service project in a way that empowers your agents and your customers get help for their requests.
With next-gen service projects, your teams can manage their own work and process, without having to reach out to a Jira admin.
Learn about ITSM and the strategic approach to designing, delivering, managing, and improving the way businesses use IT.
Create powerful rules to start automating your manual, repetitive processes.
Understand how to effectively serve your customers as a service project agent.
Follow proven patterns for setting up Jira Service Management for IT and software development teams.
Jira products share a set of core capabilities that you'll want to understand to get the most out of Jira Service Management.
Resources to help you plan and set up a successful move to cloud.
Can I move my existing project to the new ITSM template?
You need to be a Jira admin to move your project to the new ITSM template. Manually moving existing projects is not recommended for large and complex projects that have been highly customized. We’re working on automating this process so that it's easy to move to the new template in the future.
Currently, there isn’t a way to automatically convert your existing project to the new IT service management (ITSM) template, but we’re working on building one! To find out when it’s ready, keep an eye on our release notes.
If you want to start using the ITSM template straight away, you can do so for any new projects you’re creating. You also have the option to re-create your existing project in the template, if it’s suitable.
To re-create your existing project, you’ll need to create a brand new ITSM project and replicate your existing setup within it. We only recommend a manual move if you have a strong understanding of Jira configuration and your existing project has minimal customization, or if you would like to take advantage of the new out-of-the-box ITSM workflows, rather than using your existing ones.
Learn about the ITSM template
The ITSM template has been designed for the needs of DevOps and IT, with many new features also suited to HR, Legal, and other organizations. The template comes with ITIL practices and categories embedded into the navigation. These categories contain features that help you structure your work, break down silos between teams, and facilitate high-velocity service management.
Ensure the ITSM template suits your team
When you create a new ITSM project, you can take an onboarding tour to learn about the new features and decide if it’s the right choice for you and your team.
Compare your current project with the ITSM project, and take note of the differences between the available features and their configurations. Consider your request types, issue types, workflows, SLAs, automations, reports, and anything else that’s important to your team.
If your project uses, or is similar to the previous IT service desk template, and has minimal customization, it might be a good fit for manually moving to the new ITSM template.
Learn how to set up an ITSM project
Follow best practices for moving to the new ITSM template
You’ll need to configure the new ITSM template so that it recreates the setup of your existing project and meets the needs of your team and work.
1. Associate issue types with the new project and update your workflows
You can use your existing issue type configuration by associating it with your new project. This will allow you to leverage all your existing workflows and field configurations when you create new request types. You can also use one of the out-of-the-box issue types provided in the new project.
Once you’ve moved your issue types into your new project, you can pull your workflows from these issue types. If you’ve made very few changes or customizations to your workflows, you could instead modify the default workflows to suit your needs.
To associate your issue types with the new project:
Go to Project Settings > Issue Types.
Select Edit issue types.
Drag and drop the issue types you want to associate with the new project from the right column ‘Issue types for current schemes’, to the left column ‘Available issue types’.
2. Recreate your request types and set up ITSM categories
Re-create your request types in your new project, and set up your customer forms and agent view. You can use the base configuration from the issues types you’ve added, or modify the default issue types. You’ll also need to map your request types to ITSM categories and reconfigure your portal groups.
Our recommended approach to categories is to modify the request types in the 'service requests' category to replicate your existing request types, modify the request types in the ‘problem’ category if needed, and to leave the request types in the ‘change’ and ‘incident’ categories as is.
3. Reconfigure automation
Recreate your automation rules so that everything continues to run smoothly. You’ll need to copy across any rules you created in Legacy Automation and re-create any custom rules you configured in your existing project.
Your global automations will still work without any reconfiguration, but it’s best to check to make sure your rules are running smoothly. Legacy and project automations will need to be re-created.
For change management automations, we recommend using our out-of-the-box change request type and customizing it to suit your needs, as the ITSM project’s risk assessment features will work best with this request type.
4. Set up your SLAs
Copy over your SLAs so that you can continue to track how well your team is meeting the level of service expected by their customers.
5. Prepare your reports
Set up your reports and dashboards so that you have a better understanding of what’s happening in your new project. Think about your reporting gaps; you may need to report on both projects for a time during the move from one project to another.
Make sure you move across your existing requests to the new project if you need historical reporting. If you want a fresh start, you can skip this step.
6. Move existing requests to your new project
When you’re ready, you can move across the requests from your existing project to your new project.
7. Help your admins, agents, and help seekers adopt the new template
Add your team to the new project, and set up your permissions as they are in your existing project.
Let your agents and project admins know the change is coming, and give them an idea of what to expect so that they can get working right away when it arrives.
Learn more about global permissions
Other configurations may also be needed depending on the needs of your team and the level of customization in your existing project. If you have any questions, please contact Atlassian support.
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