Jira Service Management Cloud documentation

Configure a company-managed space as an administrator

Set up your service space in a way that empowers your agents and your customers get help for their requests.

• Set up service space users to work on requests
• Categorize customer requests into request types
• Use workflows in Jira Service Management
• Customize the field layout of your work item view
• Use queues to triage requests for your agents
• Set up an approval stage
• Receive requests from an email address
• Manage your customers
• Group customers into organizations
• Collect requests from anywhere with an embeddable widget
• Set up your help centers and portals
• Customize your help centers and portals
• Set up a knowledge base so customers can serve themselves
• Set up notifications for your customers and team
• Receive and manage requests in Slack or Microsoft Teams
• Set up rules to automate repetitive tasks
• Try one of our common automation recipes
• Discover new trends with service space reports
• Create service level agreements (SLAs) to manage goals
• Use Jira Query Language to create service level agreements
• Collect customer satisfaction on your team's performance
• Provide help in multiple languages
• Integrate your service space with other products and apps
• Give your team access to additional features
• Reply faster to your customers with canned responses
• Assign work to the right agents with Workforce management
• Protect your team's data
• Use Workday with Automation
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Manage and administer team-managed service projects

With team-managed service projects, your teams can manage their own work and process, without having to reach out to a Jira admin.

• Learn how company-managed and team-managed projects differ
• Manage access to team-managed service projects
• Create, edit, and delete team-managed service spaces
• Manage request types in team-managed projects
• Set up help centers and portals in team-managed projects
• Receive requests from emails in team-managed spaces
• Customize request fields in team-managed service spaces
• Add or remove people from your team-managed service space
• Add and remove customers in your service space
• Manage how work flows in your team-managed service space
• Set up notifications in team-managed projects
• Set up a knowledge base in team-managed service spaces
• Use automation rules for tasks in team-managed spaces
• Manage approvals in team-managed service spaces
• Support multiple languages in team-managed projects
• Visualize trends with reports in team-managed spaces
• Collect CSAT metrics in team-managed service projects
• Use service level agreements in team-managed spaces
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Discover IT service management (ITSM)

Learn about ITSM and the strategic approach to designing, delivering, managing, and improving the way businesses use IT.

• Get started with IT service management
• Manage your request types and ITSM categories
• Manage your service requests
• Manage your incidents
• Manage your problems
• Manage your changes
• Manage your post-incident reviews
• Manage your services
• Create or edit an ITSM report
• Manage and customize your status pages
• Manage your customers and organizations
• Manage your developer escalations
• Manage your stakeholders
• Use Automation for incident management
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Help customers as a service agent

Understand how to effectively serve your customers as an agent in Jira Service Management.

• Work on customer requests
• Manage your incoming requests with queues
• View service level agreements (SLAs)
• About the work item view in Jira Service Management
• Use the work item view in company-managed service spaces
• Use the work item view in team-managed service projects
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Best practices for teams using Jira Service Management

Follow proven patterns for setting up Jira Service Management for IT and software development teams.

• Best practices for IT teams using Jira Service Management
• Best practices for change management
• Best practices for incident management
• Best practices for automatically prioritizing requests
• Best practices for problem management
• Managing service requests in your IT service space
• Collaborating with teams in other Jira products
• Working on bug reports with Jira teams
• Best practices for serving external customers
• Best practices for managing escalations
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Discover alerting and on-call

Unlock your team's operations to build on-call schedules and to receive alerts.

• Unlock your team’s operations
• Understand the integration framework
• Integrate IT applications and tools
• Build on-call schedules
• Manage and respond to alerts
• Receive alert notifications
• Manage users and roles
• Reports and logs in operations
• Sync with Jira issues
• Use Jira Edge Connector (JEC) as an extensibility platform
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Move operations from Opsgenie to Jira Service Management

Get help with moving your operations work from Opsgenie to Jira Service Management.

• Start moving from Opsgenie to Jira Service Management
• Set up operations and complete your move to Jira Service Management
• Merge Opsgenie and move your data to Jira Service Management
• Move to Jira Service Management operations as a responder

Learn the Jira fundamentals powering Jira Service Management

Jira products share a set of core capabilities that you'll want to understand to get the most out of Jira Service Management.

• Work with requests and work items in Jira Cloud products
• Use basic search and filters to find requests and work items
• Manage your Jira user profile

Moving to Jira Service Management Cloud

Resources to help you plan and set up a successful move to cloud.

• Transitioning to Service Collection
• What to know when migrating ProForma Data Center to Cloud

Use forms in Jira Service Management

Learn how to use forms to gather more information from your customers and team.

• Where can forms be used?
• About form settings
• About form states
• Create a work item using a link to a form
• How forms behave on work items
• View, add, or edit a form on a work item
• Open customer edits, or download a form on a work item
• Delete a form from a service space
• What are form fields and Jira fields?
• Link a form field to a Jira field
• About duplicate form fields and Jira fields
• Add or unlink a data connection from a form
• Create, edit, test, or delete data connections for forms
• Access smart values for forms and form fields
• Add a form to a request type
• Add translations to a form
• Copy a form to another space
• Create or edit a form
• Restrict who can view forms
• What are forms?
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AI features in Jira Service Management

Learn how to use AI features in Jira Service Management to streamline your work.

• Add a Rovo agent to the help center
• AI answers in the virtual service agent
• Create a Rovo agent for your help center
• Create request types using AI
• Suggest fields using Atlassian Intelligence
• Summarize work item details using Atlassian Intelligence
• View customer sentiment on work items
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Automate customer support with the virtual service agent

Create an agent in Studio that connects to your Jira Service Management space to automate customer support.

• About the virtual service agent
• Set up your virtual service agent
• Manage your virtual service agent
• Use the virtual service agent in your customer channels
• Use AI answers in your virtual service agent
• Create and manage intents and conversation flows
• Improve your virtual service agent’s performance
• Understand how the virtual service agent uses data
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Search for issues in Jira

Search for issues, navigate to your work, use advanced search, and work with your search results.

• Search for work items
• Use advanced search with Jira Query Language (JQL)
• Save your search as a filter
• Work with search results

Build journeys in Jira Service Management

Build end-to-end journeys that connect work items across projects to help you streamline processes.

• Create a journey type
• Add a trigger to a journey type
• Add work items to a journey type
• Assign values to fields on work items in a journey type
• Add conditions to a journey type
• Add dependencies to a journey type
• Add Automation rules to work items in a journey type
• Manage active and inactive journey types
• Edit a published journey type
• About journeys in Automation
• Monitor a journey in Automation's audit log
• Track in-progress journeys
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Collect feedback from your organization with surveys

Surveys give you a simple way to listen to people across your organization at key moments, without the need for extra tools.

• Get started with surveys
• Create and manage surveys
• Create surveys with Rovo
• Manage survey access and restrictions
• Review and export survey data

Help customers in real time with live chat

• Chat with customers
• Get started with live chat

Manage your work with views

Use a list, board, and calendar view to visualize, schedule, and manage your work in the way that works best for you and your team

• Enable new views for your service space
• Manage your work in a list
• Manage your work using a board
• Manage your work with a calendar
• Switch between views for different ways to visualize your work items

Use knowledge base in Jira Service Management

• Add knowledge from Confluence on a different site
• Add knowledge from third-party products
• Create knowledge base articles
• Manage knowledge bases with Rovo
• Setting up a knowledge base in Jira Service Management
• Write and share effective knowledge base articles
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Use Rovo Service to streamline your team's work

• Create employee onboarding journeys with Rovo Service
• Execution modes in Rovo Service
• Get started with Rovo Service
• Resolve work items with Rovo Service