What is Workforce Management in Jira Service Management?
Workforce Management in Jira Service Management routes work to the right team – and the right agent within that team – using the service the work relates to, the skills it needs, and each agent's capacity, shift schedule, and availability. Workforce Management brings the planning tools that high-volume service teams need directly into your service space, so you can match work to capacity without leaving Jira Service Management.
Some features like services, capacity, schedules and skills are only available on the Premium and Enterprise plans.
Workforce Management is not HIPAA compliant and should not be used to store or process Protected Health Information or any other data subject to HIPAA.
What you can do with Workforce Management
Route work to the right team: Connect your services to the teams that own them, so incoming work reaches the right team without manual triage.
Match work to skills: Define the skills your services need, record which team members have them, and route work only to team members who can handle it.
Route work to the right agent: Send work to team members based on the skills the service needs, plus capacity, availability, and shift coverage.
See team capacity at a glance: Know how many active work items each agent is currently assigned and set the expected capacity for each team.
Schedule shifts: Plan when each team member is scheduled, so coverage matches expected demand.
Set availability: Let team members mark themselves available or unavailable, so routing skips them when they are unavailable.
Getting started
To start using Workforce Management, work through these articles in order:
Set up Workforce Management in Jira Service Management to turn on Workforce Management, connect Atlassian Teams, connect your services, and set team capacity.
See your team’s capacity in Workforce Management to read the capacity dashboard and understand what the numbers mean.
Route work to the right agent in Workforce Management to configure manual or automatic routing.
To remove Workforce Management entirely, including from the space navigation, go to Space settings, then Features, and toggle Workforce Management off.
Workforce Management works with the features your team already uses. Automation can run alongside Workforce Management, for example, to escalate work items that have been unassigned for too long.
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