Get to know the project settings sidebar

There are two settings menus in Jira Service Management. Your global Settings () can be found in the top navigation bar, next to your profile icon. This global settings menu includes your Atlassian admin settings, Jira settings, and your personal settings. Your Project settings can be found in the project sidebar on the left.

Project settings

Details

Details is where you can edit and personalise project details like name, key, project category, and avatar.

Features

The features page allows you to enable additional features in your project. It also contains the feature lab where you can test new ideas we have for Jira Service Management.

People and access

Internal access is where you’ll grant project permission or access to users. Here you can add internal collaborators and team members to your team-managed service project, give them a role, and start working together to resolve customer requests.

Request types

Request types categorize your service project’s work. Go here to customize them to collect the right information from your customers, so your agents know exactly how to help them.

Forms

From here, you can create, edit, and manage your forms. 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 them to existing issues as an issue progresses.

SLA's

Create SLA goals that determine what types of requests are tracked and how long it should take to resolve them. Go here to define conditions and calendars that establish when these measurements start, pause, or stop.

Customer satisfaction

Want to know how your team is doing? Go to Customer satisfaction to create and send customers a quick survey when a request is resolved, then track their ratings and comments in a customer satisfaction report.

Channels

Channels is where you set up how customers can send your team requests via email, the portal, chat (Slack and Microsoft Teams) and the embeddable widget. Here you can also set who can access the portal and send requests, and who customers can share requests with.

Knowledge base

A knowledge base is where your team can write and share helpful articles such as how-tos, FAQs, and answers to support questions.

Automation

Automation is a powerful tool to speed up your work - letting it do some straightforward, repetitive tasks for you will help you to focus on other important work. Here you can create automation rules to perform actions based on triggers and conditions you set.

Customer notifications

Customer notifications allows you to set which customers receive notifications for requests they’re involved in. Here you can tailor the look and feel of your notifications and even add your brand to help your customers know it’s you they are talking to.

Language support

Language support is where you can manage the translation for your portal and email notifications for your customers. Here you can quickly locate where translations may be missing or out of date.