Set up Workforce Management in Jira Service Management
This article walks space admins through enabling Workforce Management in a Jira Service Management service space, adding the team, setting capacity thresholds, and preparing for shift scheduling and routing.
Available on Jira Service Management Premium and Enterprise plans.
You need space admin permissions to set up Workforce Management. If you’re a service agent, ask your space admin to complete these steps.
Before you begin
Before you turn Workforce Management on, decide:
Which service space Workforce Management applies to. Workforce Management is configured per space, so you can use it for some teams and not others.
Who’s on your team. Add a Team in Atlassian teams and then link it to the space either via teams app or space settings Workforce Management. They need to already be agents in the service space.
What "at capacity" means for your team. Workforce Management uses thresholds (for example, a maximum number of open work items per agent) to flag when an agent is overloaded.
Step 1: Set up Workforce Management
Go to your service space.
From the sidebar, select Space settings.
Go to Features, and toggle Workforce management on.
If you don’t see Workforce in Space settings, your space may be on a Free plan that doesn’t include Workforce Management. Contact your Atlassian admin.
Once Workforce Management is on, a Workforce entry appears in the space sidebar for admins and agents to use day to day.
To turn the feature off entirely, go to Space settings > Features and toggle Workforce Management off – configuration is preserved if you re-enable it later.
Step 2: Connect your team
Workforce Management routes work at the team level – every agent who can be routed to belongs to an Atlassian Team that's connected to your service space. You connect a team (rather than adding individual agents) in this step.
You need an Atlassian Team set up first. If your team doesn't exist yet, create one in the Teams app, add your agents to it, then come back here. Teams created elsewhere in Atlassian can be re-used.
From the space sidebar, select Workforce.
Select Team.
Select Connect a team, then pick the Atlassian Team you want to route work to.
You can connect a different team, or change which team is connected, at any time. Agents added to or removed from the team in the Teams app are reflected in Workforce Management views.
Step 3: Set Team capacity limits
Team level capacity tells Workforce Management what counts as a "full" workload for each agent.
From the space sidebar, select Workforce.
Select Capacity.
Select set agent capacity by team to set how many open work items an agent can handle in each team.
Select Save.
The limits you set here apply to every agent in the team within the space.
Step 4: Tell your team and plan next steps
Once Workforce Management is on and configured:
Tell your agents. Point them at Set agent availability in Workforce Management so they know how to mark themselves available, or unavailable.
Plan shifts. Shifts are required for automatic routing to function. Set them up in Schedule shifts in Workforce Management (coming soon).
Set up routing. Decide whether to route work manually or automatically - see Route work to the right agent in Workforce Management.
Watch capacity for a week. Go to Capacity utilization (only visible to admins) (See your team's capacity in Workforce Management) to see whether your limits match how your team actually works. Adjust if needed.
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