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Request management for Jira Software projects

Requests feature is a part of a limited launch and is not available to all. It is subject to change and may be rolled out to all customers based on success.

Request management feature in Software projects is powered by Jira Service Management. When you click on a customer request inside your Software project, you are redirected to Jira Service Management’s issue view. The issue view is what you see when you look at an individual issue in Jira Service Management.

Learn how to customize the issue view.

Jira Service Management is is a purpose-built Atlassian product about service requests, incidents, changes, and everything IT.

Manage requests in Jira Service Management issue view

The issue view of Jira Service Management, just like Jira Software, groups key actions and information in a intuitive way, making it easier for you to scan and work on your issues. It allows you to take multiple actions on an issue like :

Creating sub-tasks

Any issue received through a customer request can be broken down into smaller chunks of work and be assigned to different people using sub-tasks. You can also convert a sub-task back into an issue.

Learn more about creating sub-tasks.

You can link related issues across Jira Software and Jira Service Management. Therefore, every customer request you receive, can be linked to a story or task you create in your software project making it easy to track progress and enabling easy navigation between linked issues.

However, any changes made on one of the linked issues will not be reflected on the other automatically.

Learn more about links in service projects.

Talk to customers or team members

You can communicate with the customer who raised a request right from the issue view by selecting Reply to customer. You can use this feature to ask for relevant information, clarifying questions and give updates on progress.

You can select Add internal note (the customer cannot see these) to communicate with your service project team members. This can help in notifying them on what’s happening, bringing the right people to resolve a request and reduce the effort of communicating through multiple channels.

Learn more about talking to customers and team members from issue view.

View all requests together

You can also view all your issues received through requests together with details like request type, summary, reporter, assignee, status and time to resolution by selecting (icon image). This will help in getting a holistic view of all customer requests and empower you to plan sprints better.

Set service level agreements (SLAs)

This image shows what a service level agreement looks like in your project.

Service level agreements or SLAs are goals specified by your project admin which lay out the time it should take to resolve and respond to a request type.

This will help your team to track how well you're meeting the level of service expected by your customers. It will also help your team members view their SLAs and plan which tasks need to be resolved first and the timeframe in which they should be resolved.

Learn more about service level agreements (SLAs).

Customise requests channels

Jira Service Management allows you to choose the channels through which requests are raised. You can choose amongst email, help portal, form, and chat( Slack and Microsoft Teams).

Learn more about request channels.

Customise requests types

You can also set the request types for your service project such as “Get IT help” or “Request a new account”. This automatically sorts requests into the correct queue before they appear as issues in both your software and service project. Doing this, not only provides your customers with the right place to raise requests but also allows your team members to resolve requests quicker.

Learn more about request types.

Who can work on requests raised by your customers?

By default, every member who is a part of your software project will be able to view requests raised by your customers inside Jira Service Management but not make any changes to them.

The admin of your service project can allow team members to make changes, by selecting (icon) > Add team member. If you’re on the free plan, you can provide edit access to upto 3 members. You can upgrade your plan to provide edit access to more than 3 members.

If you wish to upgrade a team member to the admin of your service project, you can do that by following these steps :

  • In Jira Service Management, select Project settings > People.

  • Under the Role column, select Administrator.

  • You can select Remove if you wish to revoke a member’s access to Jira Service Management.

You can changes permissions for all your team members inside the User roles page in Jira Service Management.

Alternatively, you may select > Add team members from the top right corner in your software project.

Additional Help