Use the issue view to resolve customer requests

We're rolling out a new issue view for Jira Service Management, with one consistent screen to view and edit requests. It looks a little different and some procedures have changed slightly, so take a look at our info page to see what's new and get the latest updates.

Customers send requests to your service project team through the portal or by email. These requests become issues for your agents to resolve. You use the issue view to see these issues.

What is the issue view?
The issue view is the place where you and your service project team work on requests.
Who are the people involved in a customer request?
You can see people involved in an issue in the issue view.
What actions can agents take in the issue view?
Find out what you can do from the issue view of a customer request.
Add request participants from the issue view
From the issue view, you can share the request with other people who need to be involved.
See the issue view of a customer request
You can find the issue view of a customer request in your queues.
See the details of a request from the issue view
The summary may not give enough information to complete the customer's request but you can find more details.
Talk to customers or team members from the issue view
You can make comments to communicate with the customer from the issue view.
Transition an issue through its workflow from the issue view
You can move an issue forward and escalate it from the issue view.
Approve or decline a request from the issue view
You can approve or decline a request from the issue view if you're set as the approver.
Changes to requests in the new issue view
Learn about the changes to the new issue view to and how you can use it to work on customer requests effectively.

Last modified on Nov 9, 2020

Cached at 9:20 PM on Jan 20, 2021 |

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