Getting Started with JIRA Service Desk - Service Desk 1.2 Documentation (2023)

Service Desk 1.2 Documentation

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Documentation for JIRA Service Desk 1.2.
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  • Created by lingbo, last modified on Sep 08, 2014

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New to JIRA Service Desk? This page will walk you through the process of getting a basic service desk up and running for your customers and your team!

Getting Started with JIRA Service Desk - Service Desk 1.2 Documentation (5)

(Video) JIRA Service Desk at Spotify

Successful service teams have a customer focus. The Customer Portal in JIRA Service Desk gives you easy tools to translate your team's process into a simple interface that your customers will understand. Here's how you, your team, and your customers will work together using JIRA Service Desk:

Getting Started with JIRA Service Desk - Service Desk 1.2 Documentation (6)

Ready to create a service desk?

If you're moving from an existing help desk application, you can use your existing request categories to get started. Or, if you're setting up a service desk for the first time, take some time to think about the requests you'll be handling for your customers.

  • How would your customers ask for something? (e.g. 'I need a new monitor' vs 'Hardware PO')
  • Can you break things down into smaller chunks? (e.g. 'Help with a printer', 'Help with laptop problems', 'Help with software problems' )
  • Is there a way to avoid specialist terminology? (e.g. 'I need access to a system' vs 'Deploy SSH key')

Here's a look at the default types of requests that are pre-configured in JIRA Service Desk:

Getting Started with JIRA Service Desk - Service Desk 1.2 Documentation (7)

For each request you'll handle, set up a request type in JIRA Service Desk (or modify one of the existing request types). Each request type maps to a JIRA issue type. (You can read more about how JIRA Service Desk uses JIRA issues in How JIRA and JIRA Service Desk work together.

JIRA Service Desk provides a few request types that are configured for basic IT help desk scenarios. Here's a high-level look at how you might set up a new request type for customers to request access to your wi-fi network.

  1. Click the Customer Portal tab in JIRA Service Desk. Then create a new request type by filling out the information in the starter request type line:
    Getting Started with JIRA Service Desk - Service Desk 1.2 Documentation (8)
  2. After you've added the request type, you can customize how the request will appear for customers in the Customer Portal. Click Edit form to open the customization options.
    Getting Started with JIRA Service Desk - Service Desk 1.2 Documentation (9)
  3. To collect more information from the customer when he/she files the request, add another field using the Fields tab. You can rename the field to something more customer-friendly (for example, you might change "Priority" to "How urgently do you need access?"). The available fields are the fields configured in the scheme associated with the underlying issue type.
  4. You can also customize how the workflow updates will appear to customers by using the Workflow Statuses tab. You can give them more customer-friendly names, or you can give multiple statuses the same name to simplify the appearance of the process for customers. The workflow statuses you'll see are the statuses associated with the JIRA issue type the request is based on.

At any time, you can go back to the main Customer Portal tab to add more request types. You can also check how your portal will look for customers by clicking the link in the upper right.

Getting Started with JIRA Service Desk - Service Desk 1.2 Documentation (10)

If you have several request types, you can use groups to organize the Customer Portal. (We think groups are helpful if you have seven or more request types.) Groups let you specify one or more category names to each request type. Then, JIRA Service Desk will automatically sort your request types into tabs in the Customer Portal, making it easier for customers to find exactly the type of request they need. For example:

If you add these group names:

Getting Started with JIRA Service Desk - Service Desk 1.2 Documentation (11)

Your Customer Portal will look like this:

Getting Started with JIRA Service Desk - Service Desk 1.2 Documentation (12)

To add groups, simply click the Customer Portal tab and then use the Groups column to create groups for each request type. If you assign multiple groups to a single request type, that request type will appear on multiple tabs.

Queues are the tool you use to sort requests for your team. You can also use queues to see, at a glance, what your team's workload is like. Queues are based on JIRA Query Language (JQL) queries that filter which issues will appear in the queue, as well as the order in which they'll be selected.

JIRA Service Desk provides some pre-configured queues that can help you get an understanding how queues work. Let's look at how you might create a new queue for your most urgent outage issues.

  1. Click the Queues tab and then select New Queue.
  2. First give your queue a name, such as "All urgent outages."
  3. Next, create your JQL statement that will control which issues appear in the queue. For example, if you used the JIRA issue type "Fault" to create the request types for outage issues, you might create a JQL statement that looks like this:
    Getting Started with JIRA Service Desk - Service Desk 1.2 Documentation (13)
  4. Lastly, choose which columns you want to appear in the queue. You can also reorder the columns by dragging the names in the box.
    Getting Started with JIRA Service Desk - Service Desk 1.2 Documentation (14)
  5. Then save your queue! The best way to see your queue in action is to create a few test requests in your service desk project and watch them appear in queues depending on the criteria that they meet.

Once you're happy with your request types, the organization of your Customer Portal, and you have the inner-workings set up for your team (queues and SLA), you're ready to put your Customer Portal into the hands of your users! Here are a few options:

  • Post a link on your intranet
  • Add a hyperlinked button to your web portal
  • Email your customers and let them know about the new, easy way to get help!

You can get the URL of your Customer Portal by clicking any of the "View the Customer Portal" links in the configuration screens.

(Video) Webinar: RefinedTheme for Jira Service Desk 1.0

After you have your basic service desk up and running, here are a few suggestions for other things to try out:

Set up SLAs

JIRA Service Desk provides a service-level agreement (SLA) designer, which makes it easy to set up SLAs for your team. SLA information will appear on issues in JIRA, as well as on queues in the JIRA Service Desk interface, so no matter where your team work, they'll be able to see if they're on track to meet their SLA targets.

Getting Started with JIRA Service Desk - Service Desk 1.2 Documentation (15)

The SLA designer is extremely flexible: you can make very simple SLAs or very complex ones, depending on what you need for your team. We'll look at how you might set up a simple SLA to set different resolution time goals for issues with various priority levels.

  1. Click the SLA tab and create a new metric. SLAs should be time-based (not based on types of issues or issue information). For example, you might create a new SLA called "Time to resolve high priority issues." Within the SLA you can specify the types of issues that you want to track against this SLA.
  2. Use the Start and Stop conditions to specify when time starts being counted for the SLA and when time stops. A common start time is when the issue is created, and a common stop time is when the issue is resolved.
  3. Use the Goals area to define the time you want to achieve for different types of issues. For example, you might want to resolve all non-trivial issues within 12 hours.

Getting Started with JIRA Service Desk - Service Desk 1.2 Documentation (16)

There are lots of ways you can further customize SLAs. For example, you might not provide 24/7 support for your customers. In that case, you can create a new calendar (on the SLAs tab) to specify non-working days or hours that shouldn't count against the SLA. You can also check out some of the examples for creating more complex SLAs.

Run reports

Whether you use reports to track your team's status or you report up to a management team that doesn't use JIRA, it's easy to create charts that illustrate your team's progress on all issues or on a subset of issues or time periods. Your service desk team members have read-only access to the reports, so they'll be able to see how their work is being tracked too.

Getting Started with JIRA Service Desk - Service Desk 1.2 Documentation (17)

Reports are based on JQL so you have lots of flexibility in the way you have JIRA Service Desk collect the data.

  1. Click the Reports tab and then create a new report. For example, if you want to track how long it takes your team to resolve all the non-trivial issues, you might name it "Resolution time for urgent issues."
  2. Reports are based on series, so add at least one series to pull in the data you want to see. For example:
    Getting Started with JIRA Service Desk - Service Desk 1.2 Documentation (18)
  3. You can add more series, such as one to see how long it took Support to respond to the same types of issues. The report will show the realtime data, so you can see the exact state of your team's work when you look at the report!

Connect to a knowledgebase

If you use Confluence, it's easy to connect it to your Customer Portal! This lets your customers search for solutions to their problems before they file a request.

Getting Started with JIRA Service Desk - Service Desk 1.2 Documentation (19)

  1. If your Confluence instance isn't already connected to your JIRA instance, connect them using application links.
  2. Go to the Knowledge Base tab and choose the Confluence space that will store your knowledgebase articles.

There are several ways you can further customize how JIRA Service Desk presents the knowledgebase options to users; you can use the other settings on the Knowledge Base tab to tweak your integration. You can read more about integrating a knowledge base with JIRA Service Desk in Providing self-help resources for your customers with a knowledge base

Getting Started with JIRA Service Desk - Service Desk 1.2 Documentation (20)

(Video) 1 min Demo RefinedTheme for Jira Service Desk

Add your own logo

Get your company or client's logo and colors in the Customer Portal by using the Look & Feel section of the Customer Portal tab. Simply upload a logo and JIRA Service Desk will style the Customer Portal with complementary colors.

Getting Started with JIRA Service Desk - Service Desk 1.2 Documentation (21)

Getting Started with JIRA Service Desk - Service Desk 1.2 Documentation (22)

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(Video) Jira Service Management for ITSM| June 2022

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How do I start a Jira service desk? ›

  1. To start Jira run <installation-directory>\bin\start-jira.bat.
  2. To stop Jira run <installation-directory>\bin\stop-jira.bat.
Feb 11, 2019

What is the difference between Jira and Jira Service Desk? ›

Jira Service Desk:

It is designed specifically for end-users to submit tickets to a help desk team. Unlike JIRA, JIRA Service Desk requires licensing only to your agents. You can check out some introductory documentation here and our getting started guide here.

What are components in Jira Service Desk? ›

Components are used to organize or group customer requests in a service desk project. You could set up a component for systems that your teams are responsible for (e.g. company intranet), and then set a default assignee so that any customer request about that system is assigned to the agent who manages it.

How many hours is 1 day in Jira? ›

In Jira, Working hours per day in Time tracking settings influence the time format display and the meaning of the day in e.g. estimating or sprint planning. (1 day is 8 hour vs. 1 day is 6 hour, etc.)

What are the three parts in a Jira? ›

A Jira workflow has three basic components: statuses, transitions, and resolutions.

What is service desk in simple words? ›

A service desk is the main contact point between users/service providers, handling issues, refunds, and more. A common example is the IT Service desk.

What are the two types of service desks? ›

Different Types of Service Desks
  • The Local Service Desk. If the organization decides to set up a service desk in each of the eight locations, they would be setting up a local service desk. ...
  • The Centralized Service Desk. ...
  • The "Follow the Sun" Service Desk.
Apr 28, 2010

What is the purpose of Jira service desk? ›

The Jira Service Desk is reliable help desk software offered by Atlassian and serves as a place where your customers can report bugs, contact you for help, access your knowledge base and request new changes.

What does Jira stand for? ›

The word JIRA is derived from the Japanese word 'Gojira', meaning Godzilla. The software is based on agile methodology. If you're wondering what is jira used for, the answer is multiple purposes – bug tracking, issue tracking, and project management.

Can you use SQL in Jira? ›

Need a SQL query to get all the issues with all the fields (custom fields, system fields (labels)) that are associated with a project for single project.

What are the four issue types in Jira? ›

Jira Work Management (business projects) issue types
  • Task. A task represents work that needs to be done. ...
  • Subtask. A subtask is a piece of work that is required to complete a task. ...
  • Epic. A big user story that needs to be broken down. ...
  • Bug. ...
  • Story. ...
  • Task. ...
  • Subtask. ...
  • Change.

What are the major functions of Jira? ›

Jira helps teams plan, assign, track, report, and manage work and brings teams together for everything from agile software development and customer support to start-ups and enterprises. Software teams build better with Jira Software, the #1 tool for agile teams.

What are the red dots in Jira? ›

Specifically, 1 dot = 1 day, 2 dots = 2 days, 3 dots = 3 days, 4 dots = 5 days, 2 grey/ 2 red = 8 days, 1 grey / 3 red =12 days, 4 red dots = 20+ days.

How many days it will take to learn Jira? ›

How long will it take to learn Jira? Most people who use Jira require at least 10 hours of training before they feel comfortable with all the different features available.

What are 5 story points Jira? ›

Story points are units of measure for expressing an estimate of the overall effort required to fully implement a product backlog item or any other piece of work. Teams assign story points relative to work complexity, the amount of work, and risk or uncertainty.

What are the basic Jira concepts? ›

Jira is based on four key concepts: issue, project, board, and workflow.

Can we start 2 sprints in Jira? ›

The Parallel Sprints feature lets you enable multiple active, parallel sprints. For example, if you have two teams working from the same backlog, each team can now work on their own sprint.

How many hours is a 2 story point in Jira? ›

Two story points, for example, equate to a work that will take 2-4 hours, whereas three story points go to issues that will take 4 to 8 hours, and so on.

How do I start a service desk? ›

Start ServiceDesk Plus Server on Windows
  1. Click Start >> Programs >> ManageEngine ServiceDesk Plus -> ServiceDesk Server to start the web server. ...
  2. If the web client is not launched automatically, then click Start >> Programs >> ManageEngine ServiceDesk Plus >> ServiceDesk Web Client to start the web client.

How do I set up a service desk? ›

Checklist of the Help Desk Setup
  1. Communication Channels. Set up the communication channels your customers may use to contact your support team: ...
  2. Basic Settings and Workflow. Build contact form with additional fields; ...
  3. Tickets Management. ...
  4. Automations. ...
  5. Team Management. ...
  6. Advanced Settings. ...
  7. Preparing for Launch.
Feb 25, 2022

How do I enable service desk? ›

Service Desk is now enabled for this project!
To enable Service Desk in your project:
  1. (GitLab self-managed only) Set up incoming email for the GitLab instance. ...
  2. In a project, in the left sidebar, go to Settings > General and expand the Service Desk section.
  3. Enable the Activate Service Desk toggle.

What are 3 responsibilities of a service desk? ›

Service desk standards

Identify and diagnose issues and problems. Categorize and record reported queries and provide solutions. Support problem identification. Advise users on appropriate course of action.

Is service desk difficult? ›

You should know that service desk job is considered as one of the most difficult/stressful jobs along with couple of others: You can read about it HERE.

Is service desk a stressful job? ›

One of the biggest reasons why technicians hate the help desk is due to the amount of redundant tasks they are faced with. The position simply becomes too uninteresting and stressful. This is one of the main reasons why people burn out on the help desk so often.

What are the most important skills required by service desk? ›

Help desk technician is the first job role many IT pros find themselves in and is often a steppingstone to other job roles.
10 Qualities Help Desk Technicians Must Possess
  1. Put Customers First. ...
  2. Have Business Awareness. ...
  3. Be Empathetic. ...
  4. Have an Analytical Mind. ...
  5. Work Well Under Pressure. ...
  6. Be Willing to Learn.
Feb 7, 2020

What is service desk interview questions and answers? ›

General questions
  • What brought you into working in help desk roles?
  • How important would you say customer service is?
  • How beneficial do you think a help desk is to a company?
  • How important are IT skills in a service desk role?
  • Where do you find motivation in a help desk role?
  • Are you able to work weekend shifts?
Mar 12, 2020

What is difference between service desk and helpdesk? ›

A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as “how do I do X?”).


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