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What is the 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 your agents can view and work on these requests. 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

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.


From the issue view, you can:

  • Get details on a customer request.

  • Communicate with the customer or your service project team members.

  • Add attachments that help resolve the issue.

  • Collaborate with teams on 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, including resolving the request.


Last modified on Nov 9, 2020
Cached at 3:40 PM on Jul 31, 2021 |

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