How to work with requests

Working on customer requests is very easy when your software project is connected to Jira Service Management. You can view all the incoming requests right from your software project. To view the details of any request, click on it and you will be redirected to your Jira Service Management project.

Working on requests with ease

Jira Service Management allows you to perform a multitude of actions to triage and manage the incoming requests.

Link Jira Software issues to requests

You can link issues from your sprint board to a customer request. Linked issues will appear below the description of each other’s issue view and help by adding context. This will also help you in keeping track of connected issues and requests.

Learn how to link issues and requests from issue view.

Creating sub-tasks

Any issue received through a customer request can be broken down into smaller chunks of work and be assigned to different people using sub-tasks. You can also convert a sub-task back into an issue.

Learn more about creating sub-tasks.

Talk to customers or team members

You can communicate with the customer who raised a request right from the issue view by selecting Reply to customer. You can use this feature to ask for relevant information, clarifying questions and give updates on progress.

You can select Add internal note (the customer cannot see these) to communicate with your service project team members. This can help in notifying them on what’s happening, bringing the right people to resolve a request and reduce the effort of communicating through multiple channels.

Learn more about talking to customers and team members from issue view.

Advanced capabilities for request management

Jira Service Management also allows you to set service level agreements, request types and request channels. These capabilities help you to customise the request management to your team.

Set service level agreements (SLAs)

Service level agreements or SLAs are goals specified by your project admin which lay out the time it should take to resolve a request type.

This will help your team to track how well you're meeting the level of service expected by your customers. It will also help your team members view their SLAs and plan which tasks need to be resolved first and the timeframe in which they should be resolved.

Learn more about service level agreements (SLAs).

Manage request types

Selecting this option will allow you to modify the request types for your software project inside Jira Service Management. Request types automatically sort requests into the correct queue before they appear as issues in both your software and service project. Doing this, not only provides your customers with the right place to raise requests but also allows your team members to triage and resolve requests quicker.

Learn more about request types.

Manage request channels

Jira Service Management allows you to choose the channels through which requests are raised. You can choose amongst email, help portal, form, and chat( Slack and Microsoft Teams).

Learn more about request channels.