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Get to know the main Jira Service Management features

Once you’re in your service project, you’ll find it packed with helpful features.


Queues are where your agents work on customer requests. As a project administrator, you can set up and configure queues to triage requests to the right service project agents. Your agents can then view and work on these requests from your queues. Learn more about queues.

Dashboards and Reports

Use reports to visualize trends in your projects. Project administrators can also set up custom reports to discover new trends not displayed by the default reports. Learn more about managing dashboards and gadgets.


Channels are the different ways that customers can send requests. In channels, you can set up and edit your email, help center, and widget channels. Learn more about creating APIs as a channel.

When you sign up for a Jira Service Management site, a help center for your site gets created automatically. For each service project you create, a corresponding portal also gets automatically created. Learn more about customizing your help center and portals.


Customers are unlicensed users who send requests to your service team via the portal, email, or widget. Jira Service Management converts the customer requests into issues for your agents to work on. Learn more about adding customers and how they request help.

Project settings

Project settings is where you configure your service project. Here, you can set up request types and forms, link your service project to an email account, manage admins, agents and end-user permissions, and more.

Knowledge base

Jira Service Management's knowledge base, powered by Confluence, enables you to write and share articles that help agents and customers get the help they need quickly. Learn how to set up your knowledge base.


Forms can use conditional logic to dynamically show or hide fields, and can 
include headings, field validation, tables, and rich formatting. You can use forms in the portal to get more information from customers when they raise a request, use a form to create an issue, or add forms to existing issues to act as checklists or to gather new data as an issue progresses. Learn more about forms.


Issues that your team can work on all transition through different stages of work – from creation to completion.  The path that your issues take is called a workflow. This can include steps like In progress or Needs approval. Learn more about Jira Cloud workflows.


Lighten the load and work more efficiently with automation. Automation helps you to focus on the work that matters, removing the need to perform manual, repetitive tasks by allowing your teams to automate their processes and workflows. With our simple rule builder, you can configure powerful automation rules to handle even the most complex scenarios. Learn more about automation.


SLAs (service level agreements) are a powerful tool for teams to track how well they're meeting the level of service expected by their customers. Project admins can create SLA goals that specify the types of requests you want to track and the time it should take to resolve them. Learn more about SLAs.

Additional features available

If you’re using an IT service management (ITSM) project, you’ll get some extra features by default. Some of these can also be enabled for other project types under Project settings > Features.

Service request management

Service requests are requests that are managed and solved by a dedicated service team. For example, a request for a new laptop for a team member. This feature gives your team access to:

  • a request type dedicated to service requests

  • dedicated service request queues

  • service request reports

Learn more about service request management.

Incident management

Incident management is a practice used by development and IT operations teams to respond to an unplanned event or service interruption and restore the service to its operational state. This feature gives the team access to:

  • a dedicated incidents request type

  • dedicated incidents queues

  • incidents reports

  • ways to escalate major incidents prompting the right Dev and IT teams to immediately swarm and begin resolution

  • the ability to link support requests directly to major incidents so support agents can see status changes in real-time

Learn more about incident management.

Problem management

When a service has vulnerabilities, incidents can occur. Problems are the cause (or potential cause) of those incidents. This feature gives the team access to:

  • a request type dedicated to problems

  • dedicated problems queues and problems reports

  • ways to group incidents to problems, helping your team to fast-track the root cause analysis

  • a place to record workarounds to minimize the impact of incidents

Learn more about problem management.

Change management

Changes are the addition, modification, or removal of anything that could have an effect on services. Change management allows your business to flag, review, and approve these changes before they can impact service quality. This feature gives the team access to:

  • a dedicated change request type with an automated risk assessment workflow

  • dedicated change queues

  • change reports

  • the ability to connect your CI/CD pipeline up to your service project so that you can track and gate deployments with automated risk assessment

Learn more about change management.


Services holds details of the products and applications your organization uses, and the relationships between them. These can be used for a variety of features, including approving changes or knowing who to alert in the event of an incident. Learn more about Services.


Alerts let your team notify the right people of incidents as they happen. This feature gives the team the ability to:

  • centralize and filter alerts across all your monitoring, logging, and CI/CD tools to ensure your teams respond to issues quickly

  • keep stakeholders aware of updates using multiple notification channels including SMS, email, and mobile push, and share status information with both internal and external users via direct integration with Statuspage

  • create chat channels (Slack, MS Teams), setup video conferencing (via a native video bridge or Zoom) and automatically record all actions with a incident timeline

  • create automation rules to rapidly investigate and remediate the incidents

Learn more about alerts.

On-call scheduling

On-call lets your team see who's rostered to be alerted about incidents. This feature gives the team the ability to customize on-call schedules, routing rules, and escalation policies to handle alerts differently based on their source and urgency.

Learn more about on-call.

Feature lab

These features let us test new ideas and gather your feedback to improve them. Give your team access to trial our newest features in Project settings > Features. Learn more about the feature lab.

Additional Help