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In Jira Service Management, customer requests are automatically triaged into queues, so you can easily find the issues you need to work on. If you are ready to jump in and learn more about working on and managing customer issues, you're in the right place.Need help working with issues? In Jira Software, issues help you manage code, estimate workload, and keep track of your team. On this page, you'll find a quick overview for everything that you can do with an issue.Need help working with issues? Jira Core lets you create issues quickly, assign them to the right person, and get working on them right away. On this page, you'll find a quick overview of everything you can do with an issue, as well as links to pages with more detail.  

Boards can display up to 5000 issues at a time. If your board is trying to display more than 5000 issues at once, you'll receive an error message, and be prompted to update your filters.

What is an issue?

Different organizations use Jira to track different kinds of issues, which can represent anything from a software bug, to a project task, or a leave request form.

In Jira Service Management, an issue is a packet of work that agents work on. In an IT service project, it represents an incident, a change, and a service request, etc. For example, a customer request of "Our printer is not working" appears as follows in the customer portal:

As an agent, you will pick the issue up internally in the service project to work on and it will look like the following:

tip/resting Created with Sketch.

We're rolling out a new issue view, with a consistent appearance across Jira and one screen to view and edit. It looks a little different and some procedures have changed slightly, so take a look at Changes to issues in the new issue view to see what's changed. To turn the new issue view on or off in Jira Software and Jira Core for now, head to Your profile and settings () > Settings and toggle the switch for the New Jira issue view.

The new issue view is permanently on for all business boards and next-gen software projects.

Issues are the building blocks of any Jira project. An issue could represent a story, a bug, a task, or another issue type in your project.

Here's an issue in a Scrum backlog:

  1. Selected issue: Select an issue to view its details.
  2. Backlog: Estimate issues and plan your sprints.
  3. Issue actions: Move an issue, clone it, log time spent working on it, and perform other actions.
  4. Issue details: See the assignee and description, make comments, and add content to the issue.


tip/resting Created with Sketch.

We're rolling out a new issue view, with a consistent appearance across Jira and one screen to view and edit. It looks a little different and some procedures have changed slightly, so take a look at Changes to issues in the new issue view to see what's changed. To turn the new issue view on or off in Jira Software and Jira Core for now, head to Your profile and settings () > Settings and toggle the switch for the New Jira issue view.

The new issue view is permanently on for all business boards and next-gen software projects.

Here's an example issue:

tip/resting Created with Sketch.
  • If you're a project admin, choose ••• > Configure to change the layout of fields in the issue view.
  • You can see related commits, builds, and pull requests to help you evaluate the development status of your issue. See Viewing the development information for an issue.

In Jira Core, an issue is essentially a packet of work. It could be a small task, like "Remember to order pizza for charity night", or a large chunk of hard work like "Build bridging wall between house and garage." It depends on your project, and how you and your team decide to break down your work into issues.

An issue is broken down into several key areas. You can see all the critical information, like the assignee, due date and description, all in one place.

tip/resting Created with Sketch.

We're rolling out a new issue view, with a consistent appearance across Jira and one screen to view and edit. It looks a little different and some procedures have changed slightly, so take a look at Changes to issues in the new issue view to see what's changed. To turn the new issue view on or off in Jira Software and Jira Core for now, head to Your profile and settings () > Settings and toggle the switch for the New Jira issue view.

The new issue view is permanently on for all business boards and next-gen software projects.

Project and issue keys

Issue keys

Issue keys are unique identifiers for every piece of work you track with Jira. They are easily recognizable and quick to remember.

You'll see issue keys:

  • On issues themselves, as a label
  • In search results and saved filters
  • On cards on your boards or in a project's backlog
  • In links connecting pieces of work
  • In the issue's URL
  • Anywhere you need to reference the work you're tracking

Issue keys are made up of two parts:

  1. The project key (SMART in the screenshot above)
  2. A sequential number

Project keys

Project keys are a series of alphanumberic characters that describe to people across your Jira site what pieces of work are related to your project. They're the most memorable and recognizable piece of an issue's identifier. For example, our team is codenamed Donut World. We use the project key "DONUT" to help people across Atlassian know and recognize work that relates to our team.

Project admins can create and assign their project's key when they create a new project. Based on the project's name, Jira suggests a recognizable key. If you're a project admin, you can customize this while creating a project by selecting Advanced options. You can also update it in the project's settings. They must be at least 2 characters long and start with an uppercase letter. Read more about editing a project's details.Read more about editing a project's details.Read more about editing a project's details.