Your first stop for learning how to get started with Jira Service Management.
Once you’ve invited your agents, finish your migration by connecting your queue to your new project.
This process transforms your queue into a . After you connect the two, if you need to make changes to your settings, you do so in .
This connection can’t be undone, so ensure you’re ready to start using before continuing.
Once you’re ready to make the switch to , follow the steps in your queue’s Migrate to Jira Service Management screen.
Select Connect to Jira Service Management.
Review the warning dialog and checkboxes informing you of what will change. When ready, select Continue.
Review your request types (known as Halp forms) to migrate and the desired ticket creation behavior. All active forms must be connected to , so you’re unable to deselect them from the menu.
If you don’t want to migrate certain Halp forms, exit the dialog and deactivate them. Then, return to these steps.
Once the connection finishes, a confirmation dialog confirms which request types migrated successfully.
Your queue is considered fully migrated at this point, and you’re ready to start managing requests and issues in .
Your agents also receive a direct message from telling them that nothing about how they respond and edit issues has changed, but they need to visit instead of to access web features.
What happens to global fields used by more than one Halp queue?
Once you migrate the first queue using that field, you can no longer add that field to new or existing forms.
For non-migrated queues using that field, you shouldn’t notice any changes. You can still edit any tickets with that field.
Will anything change in Slack or Microsoft Teams?
Migrating at least one queue to prompts a few user experience changes to buttons and terminology within Slack or Microsoft Teams:
Agent channel replaces triage channel
If your channels include triage in the name, this won’t be changed.
Request or issue replaces ticket
When it’s a request channel or a help seeker view, request shows. Issue shows only in agent views.
Request participant replaces follower
Request type replaces form
Service project replaces queue
Summary replaces title
What else can I do?
Optionally, you can review the below topics to migrate your Halp tickets or customize your service project further: