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What is the old issue view?

We're rolling out a new issue view for Jira Service Management, with one consistent screen to view and edit issues. It looks a little different and some procedures have changed slightly. Learn more about the new issue view.

When a customer sends a request to your service project, it becomes an issue for your team to work on. The issue view is where agents can view and work on these issues.

Agents may spend most of their time working from this view, so it’s important to understand it well.

Jira Service Management Cloud issue view

From the issue view, you can:

  • see details of the customer’s request

  • communicate with the customer or your service project team members

  • add attachments that help resolve the issue

  • collaborate with teams on other Jira applications or Confluence (if your organization uses other Atlassian cloud applications)

  • share knowledge base articles with the customer (if your service project is linked with Confluence)

  • transition the issue through your team’s workflow, all the way through to resolution

Learn how to update the fields your agents see in the issue view.

Additional Help