My requests in Jira Service Desk (2023)

This tutorial shows you how to build a static Atlassian Connect app that displays the list of JiraService Desk requests made by the currently logged-in user on a page accessible from the agent portal.

As part of the tutorial, you'll learn about:

  • Configuring your development environment
  • Deploying a Connect app to a Jira Service Desk
  • Extending the Jira Service Desk UI
  • Using the Jira Service Desk REST API

Using Node.js and the Atlassian Connect Express (ACE)toolkit, you will build an app that will interface with Jira Service Desk via the new Service Desk REST API, and willmake use of the AUI library for front-end styling.

The finished result will look similar to this:

My requests in Jira Service Desk (1)

The code for this tutorial is available in the atlassianlabs/jira-servicedesk-my-requests-tutorial repo.

Setting up your development environment

In this section, you'll install Node.js, and the Atlassian Connect Express (ACE) toolkit. Next,you'll use ACE to generate a new Atlassian Connect app project that includes a small "Hello, world!" example page.Finally, you'll deploy the generated app to a running cloud development instance of Jira Service Desk.

Installing the toolchain

  1. Install Node.js 10.0.0 or later:
    • If you use Homebrew, use the following command (you might need to enter sudo):
brew install node
  1. Install ACE using the following npm installation command:
npm install -g atlas-connect

The ACE toolkit helps you create Connect apps using Node.js. ACE handles JSON web tokens (JWT), so that requests between your app and the Jira application are signed and authenticated.

Creating the app project

In this step, you'll install Node.js dependencies for your project. ACE-generated projects aredatabase-agnostic, meaning that there is no database by default. For now, you'll install SQLite 3to use as the database. Finally, you'll configure ngrok to create a tunnel between your localserver and your Jira Service Desk instance:

  1. Use ACE to create a new Node.js project called sd-my-requests:

    atlas-connect new -t jira sd-my-requests
    (Video) Jira Service Desk Cloud - Email Requests and Logs
  2. Change to your new sd-my-requests directory:

  3. Install the Node.js dependencies for your sd-my-requests project:

    npm install
  4. Install SQLite 3:

    npm install --save sqlite3
  5. Install ngrok:

    npm install --save-dev ngrok
  6. Sign up for an ngrok account and register the authtoken shown on your dashboard(if you skip this step, your app's iframes will not display)

    ngrok authtoken <token>
    (Video) Jira Service Management tutorial series #5: My Requests screen

The generated project contains a simple example "Hello, world!" page, which when deployed will be accessible from abutton on Jira's main navigation bar.

Feel free to open the atlassian-connect.json descriptor file and edit the name, description, and vendor properties.Don't change anything else at this stage.

Get a development version of Jira Service Desk

Follow the Getting started guide to get a development version of Jira and Jira Service Desk.

Since we are developing with a local app against a cloud product, we will need to setup our environment to make our app accessible.

You'll also need to create a test Service Desk project along with some sample requests:

  1. Go to the Jira home page by clicking the Jira logo in the top-left. Then, click Projects, and click the Create project button in the top-right. From the dropdown, select Company-managed project.
  2. Click Change template and choose Internal service desk. Enter a project name of your choice, then click Create.
  3. From within your new Service Desk project, click the Channels item on the sidebar, then hover over the Help Center item and click Open to open your Customer Portal.
  4. Finally, from within the Customer Portal, create a few sample requests that we'll later use to test our finished product!

Getting things running

It's time to see your app in action! In this section, you'll deploy your app to your cloud instance of JiraService Desk. You'll also extend the Jira Service Desk UI by making use of an extension point inside the agent portal, andcall the Jira Service Desk REST API to retrieve your list of requests from the instance.

Adding your credentials

During testing and development, ACE can automatically install and update your appin your development instance of Jira Service Desk. To enable this behavior,you must provide credentials:

  1. Go to Manage your account and generate an API token.

  2. Rename the credentials.json.sample file to credentials.json.

  3. Open that file, and fill out the fields like so:

    { "hosts": { "": { "product": "jira", "username": "YOUR@EMAIL.NET", "password": "YOUR GENERATED API TOKEN" } }}

    Note that username takes your account email address, not your login name.

Starting the app

Start your app by using this simple command from the sd-my-requests directory:

npm run start

The ACE framework will start a local HTTP server to host your app.

If your credentials from the previous steps are correct,your app will automatically be installed into Jira Service Desk for testing.You will see a Hello World button in the main Jira navigation sidebar, which will take you to the "Hello,world!" example page!

(Video) Jira Service Desk - Create a request type

My requests in Jira Service Desk (2)

Extending the Jira Service Desk UI

Atlassian Connect apps can extend the UI of Atlassian products via various extension points, or modules, that are availablethroughout the product. This is done by creating routes in your app, thenspecifying where and how those routes are rendered in the modules sectionof your atlassian-connect.json descriptor. All sorts of modules are available,from small fragments in existing UI, to entirely new pages accessible from the sidebar.

Documentation on extension point locations is available for Jira here.Additionally, see Common Modules and Jira Modules for more information on Web UI modules.

Let's try it out. In this section, you'll extend the Jira Service Desk UI by adding a new page that displays all therequests made by the currently logged-in user:

  1. Go to the /views subdirectory, in your sd-my-requests directory.

  2. Create a file named my-requests.hbs and add the following content using an editor:

    {{!< layout}}<section class="aui-page-panel-item"> <div class="aui-group"> <div id="main-content" class="aui-item"></div> </div></section>

    This file will serve as the template for your "My Requests" page.

  3. Go to the /routes subdirectory, in your sd-my-requests directory.

  4. Edit the index.js file and add the following route handling code, after the /hello-world route:

    app.get('/my-requests', addon.authenticate(), function (req, res) { res.render('my-requests');});
  5. Check that the file now looks like the following:

    export default function routes(app, addon) { // Redirect root path to /atlassian-connect.json, // which will be served by atlassian-connect-express. app.get('/', (req, res) => { res.redirect('/atlassian-connect.json'); }); // This is an example route used by "generalPages" module (see atlassian-connect.json). // Verify that the incoming request is authenticated with Atlassian Connect. app.get('/hello-world', addon.authenticate(), (req, res) => { // Rendering a template is easy; the render method takes two params: // name of template and a json object to pass the context in. res.render('hello-world', { title: 'Atlassian Connect' //issueId: req.query['issueId'] }); }); // Add additional route handlers here... app.get('/my-requests', addon.authenticate(), function (req, res) { res.render('my-requests'); });}
  6. Open your atlassian-connect.json descriptor and remove everything inside the modules object.

  7. Add a jiraProjectTabPanels section inside the modules object:

    "jiraProjectTabPanels": [{ "key": "my-requests-link", "name": { "value": "My Requests" }, "url": "/my-requests", "conditions": [ { "condition": "user_is_logged_in" }, { "condition": "can_use_application", "params": { "applicationKey": "jira-servicedesk" } } ]}]
    (Video) ITSM Email Requests in Jira Service Management
  8. Verify that the file now looks like the following:

 { "key": "sd-my-requests", "name": "My Requests", "description": "My very first app", "vendor": { "name": "Angry Nerds", "url": "" }, "baseUrl": "{{localBaseUrl}}", "links": { "self": "{{localBaseUrl}}/atlassian-connect.json", "homepage": "{{localBaseUrl}}/atlassian-connect.json" }, "authentication": { "type": "jwt" }, "lifecycle": { "installed": "/installed" }, "scopes": [ "READ" ], "modules": { "jiraProjectTabPanels": [ { "key": "my-requests-link", "name": { "value": "My Requests" }, "url": "/my-requests", "conditions": [ { "condition": "user_is_logged_in" }, { "condition": "can_use_application", "params": { "applicationKey": "jira-servicedesk" } } ] } ] }, "apiMigrations": { "gdpr": true } }
  1. Restart your Atlassian Connect app and let it redeploy to Jira Service Desk. Normally, code changes are applied without restarting, but since we made changesto atlassian-connect.json, we must restart.

Since you've added the module to jiraProjectTabPanels, a new link will appearin the sidebar of each Jira project. That link will open the URL specified aturl.

To limit this module to users with Jira Service Desk, we've added twoconditions that must be satisfied for the module to appear: the user must belogged in, and they must have access to Jira Service Desk. For more informationabout module conditions, see Conditions.

You have now extended the Jira Service Desk UI with your app! Check it out by going to the agent portal of yourpreviously created Service Desk project. Then, in the Jira sidebar, click Add-ons, then My Requests. This will take you to the (currently blank) "My Requests" page!

My requests in Jira Service Desk (3)

Using the Jira Service Desk REST API

The Jira Service Desk REST API is how Atlassian Connect apps communicate with Jira Service Desk, either forretrieving data or sending it. For more information, see the Jira Service Desk REST API reference (Cloud).

For the purposes of this tutorial, you'll only be using a single REST endpoint: /rest/servicedeskapi/request. Thisendpoint is used to retrieve the list of requests made by the currently logged-in user.

The steps below will show you how to call the Jira Service Desk REST API to retrieve the list of requests, then createand populate a table with the results:

  1. Go to the /public/js subdirectory, in your sd-my-requests directory.

  2. Edit the addon.js file, and add the following code:

    $(document).ready(function () { // GET our Service Desk requests via the Jira Service Desk REST API AP.request({ url: '/rest/servicedeskapi/request', success: function (response) { // Parse the response JSON var json = JSON.parse(response); // Store the base URL for later var baseUrl = json._links.base; // Did we get any requests back? if (json.values.length > 0) { // Create a table with the resulting requests $('<table>').addClass('aui').append( $('<thead>').append( $('<tr>').append( $('<th>').text('Issue Key'), $('<th>').text('Current Status'), $('<th>').text('Summary'), $('<th>').text('Date Created'), $('<th>') ) ), $('<tbody>').append( $.map(json.values, function (e) { // Map each request to a HTML table row return $('<tr>').append( $('<td>').append( $('<a>').attr('href', baseUrl + '/browse/' + e.issueKey) .attr('target', '_top') .text(e.issueKey) ), $('<td>').text(e.currentStatus.status), $('<td>').text(e.requestFieldValues[0].value), $('<td>').text(e.createdDate.friendly), $('<td>').append( $('<a>').attr('href', baseUrl + '/servicedesk/customer/portal/' + e.serviceDeskId + '/' + e.issueKey) .attr('target', '_blank') .text('View in customer portal') ) ); }) ) ).appendTo('#main-content'); } else { // Show a link to the Customer Portal $('<div>').addClass('aui-message').append( $('<p>').addClass('title').append( $('<span>').addClass('aui-icon').addClass('icon-info'), $('<strong>').text("It looks like you don't have any requests!") ), $('<p>').append( $('<span>').text("Visit the "), $('<a>').attr('href', baseUrl + '/servicedesk/customer/portals') .attr('target', '_blank') .text('Customer Portal'), $('<span>').text(" to create some.") ) ).appendTo('#main-content'); } }, error: function (err) { $('<div>').addClass('aui-message').addClass('aui-message-error').append( $('<p>').addClass('title').append( $('<span>').addClass('aui-icon').addClass('icon-error'), $('<strong>').text('An error occurred!') ), $('<p>').text(err.status + ' ' + err.statusText) ).appendTo('#main-content'); } });});

Let's investigate this code a little more:

  • The AP object is provided by Atlassian Connect, and contains theJavaScript API. For more information, seeAbout the JavaScript API.
  • The AP.request function will authenticate requests for you, so you can makeAPI calls without needing to worry about authentication. For more information,see the documentation for Request.
  • We make the asynchronous request to /rest/servicedeskapi/request, and supply both a success and error handler. Inside the success handler, we generatea table using the returned payload.

Your app can now make requests to the Jira Service Desk REST API! Check it by going to your "My Requests" page. Youwill see a table populated with all your requests!

The finished result

My requests in Jira Service Desk (4)

Congratulations! You've successfully built your first Atlassian Connect app for Jira Service Desk!

(Video) Issue Vs Request - Jira Service Desk Tutorial 2021

Additional resources

  • Jira extension points
  • atlassian-connect.json descriptor
  • Jira Service Desk Cloud REST API


How can I improve my Jira service desk? ›

6 ways to customize your service desk experience in Jira Service Management
  1. Configure request types. ...
  2. Organize request types. ...
  3. Build dynamic request forms. ...
  4. Bring your brand to the Help Center. ...
  5. Link a knowledge base to amp up self-service. ...
  6. Add a request widget.

What is the difference between request and incident in Jira? ›

Incident management vs service request management

Service request - A formal user request for something new to be provided. Example: “I need a new Macbook.” Incident - An unplanned event that disrupts or reduces the quality of a service and requires an emergency response. Example: “The website is down!”

What is the difference between request and issue? ›

Issue types give your requests their foundational features, such as their fields and workflow statuses, while request types give your requests their specific settings such as naming and portal customization. A single issue type can be the basis for many different request types.

How do I resolve a request in Jira? ›

Once you're done with a customer's request, you can resolve it.
To resolve a customer's request:
  1. From your service project, go to Queues.
  2. Select the request you want to resolve.
  3. Select the Status and transition it to Resolved.

How can I improve my service desk operations? ›

Top 10 tips to improve the performance of your service desk
  1. Focus on the people, not just the technology. ...
  2. Define clear, measurable goals, metrics, and KPIs. ...
  3. Focus on self-service. ...
  4. Collect employee feedback. ...
  5. Implement a continuous service improvement plan. ...
  6. Offer omnichannel support. ...
  7. Introduce automation to your service desk.
Mar 23, 2022

How can I improve my Jira skills? ›

10 Ways to Improve Your Jira Project Management
  1. #1 Automation is the key. ...
  2. #2 Shortcuts make your life easier. ...
  3. #3 Connect Jira to helpful Apps. ...
  4. #4 Labels are crucial. ...
  5. #5 Add Project and Navigation Links. ...
  6. #6 Bulk change. ...
  7. #7 Making clones. ...
  8. #8 Create a custom filter.
Feb 23, 2022

How do I raise a service request in Jira? ›

How to get started with service request management in Jira Service Management
  1. Select Projects > Create project.
  2. Choose a service management template > Select Use template.
  3. Name your project.
  4. Create a project key or use the generated key.
  5. Choose if you would want to share settings with an existing project.

What is the difference between service desk incident and service request? ›

Incidents, simply put, are events that result in interruption of one or more Services. Service Requests do not specifically result in the same degradation or failure. Instead, they are needs or wishes for enhancements or changes.

What is the difference between urgency and priority in Jira? ›

Urgency is a measure of the time for an incident to significantly impact your business. For example, a high impact incident may have low urgency if the impact will not affect the business until the end of the financial year. Priority is a category that identifies the relative importance of an incident.

What are examples of request? ›

  • Could you take a message, please? Would you carry this for me, please?
  • Can you take a message, please? Will you carry this for me, please?
  • Can I help you? Can I do that for you?
  • Shall I help you with that? ...
  • I can do that for you if you like. ...
  • Would you like to come round tomorrow? ...
  • You must come round and see us.

Is a service request an incident? ›

In simple terms incident vs service request are discussed below: The service request is a request raised by the user or client & he needs to provide some information whereas an incident is a more risky or serious matter compared to the service request.

What is the main difference between an incident a problem and a service request? ›

Service request tickets aren't as urgent as incidents and problems. They can be scheduled, whereas incidents and problems need immediate resolution. Service requests are formal requests, they are planned and offered in the service catalog, and there is a predefined process to take for fulfilling a service request.

How do I resolve conflicts in Jira? ›

To resolve these conflicts, you pull the changes to your local repository and fix them there.
Resolve the conflict by doing the following:
  1. Remove the change designations added by Git.
  2. Correct the content.
  3. Save the file.

How do I edit a service request in Jira? ›

From your service project, select Project settings > Workflows. Select the edit icon ( ) for the required service request workflow. Edit the workflow to add or remove steps and transitions.

How do I become a good service desk analyst? ›

Experience and skills for service desk analysts
  1. Technical and system expertise (networking, active directory, DNS)
  2. Computer skills.
  3. Customer support.
  4. Problem-solving and troubleshooting abilities.
  5. Communication.
  6. Time management.
  7. Teamwork and collaboration.
May 17, 2023

Is service desk stressful? ›

Life at your service desk can be hectic – your employees are always busy putting out fires, and service desk stress is real. But with a few improvements, you can make your service desk employees happier while adding more value to your organization – all at the same time!

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

6 Essential Skills That Your IT Service Desk Team Should Have
  • Communication Skills. ...
  • Analytical Skills. ...
  • Project Management Skills. ...
  • Cybersecurity Skills. ...
  • Hardware and Software Skills. ...
  • Database Management Skills.
May 13, 2016

How many hours does it 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.

How hard is Jira to learn? ›

For someone who has never used Jira before, just read the coursework and not actually tried to admin an active Jira with real users, it's going to be very very hard. For me, with well over a decade of admin experience, but not really doing it day-to-day, it's going to be easy if I do a bit of revision.

How do I improve my workflow in Jira? ›

Best practices for workflows in Jira
  1. Iterate on your workflow. ...
  2. Involve stakeholders when creating workflows. ...
  3. Create a workflow for your team, not everyone else. ...
  4. Keep your workflow simple: limit statuses and transitions. ...
  5. Test your workflow.

How do I increase service requests in service now? ›

Create request tasks
  1. Navigate to All > [SM Application] > Requests > All [SM Application] Requests.
  2. Open the request for which you want to create tasks.
  3. Click the Add Task related link. The Task screen for the SM application opens.
  4. Fill in the fields on the form. Note: Not all fields display for all SM applications.

Who can raise requests in Jira service desk? ›

People with accounts on your Jira site are automatically added to the Customers list and can raise requests. New customers can create their own accounts in your service desk via the customer portal. Raising an email request automatically creates an account for the sender.

How do I raise my service request? ›

How to Raise a Service Request (SR)
  1. Product: Select the product for your inquiry.
  2. Service Type: Select the option that best describes your request.
  3. Severity: Select the level that represents the business or technical impact of your request. ...
  4. Subject and Description: Enter details for your request.
Apr 10, 2023

What are the types of service requests? ›

Types Of Service Requests
  • Information request. Customers who want more information on a particular procedure or policy may ask for information. ...
  • Permission to access a service or resource. ...
  • Ordering a service or resource. ...
  • Service delivery action. ...
  • Feedback and complaints. ...
  • Submitting. ...
  • Assessing. ...
  • Fulfilling.
Sep 7, 2022

What are the two types of service desks? ›

Different Types of Service Desk
  • Local service desk. A local service desk serves the needs of a small or medium-sized enterprise. ...
  • Centralized service desk. This type of ITSM service desk can handle many tasks with few people. ...
  • Virtual service desk. This is the most common type of service desk. ...
  • "

What are the 4 standard values under Jira issue priority? ›

Jira comes with a set of default priorities: Highest, High, Medium, Low, Lowest.

What is the difference between bug severity and priority in Jira? ›

Every issue in Jira Service Management has a priority level. The priority level conveys the severity of an issue so that agents can react accordingly, it identifies the relative importance of an incident and is usually based on the impact and urgency of an issue.

Which priority issue should be fixed first in Jira? ›

[Fixed] Medium Priority Is the Default Level for New Jira Issues. First of all, it's better to avoid any default priority statuses.

How many types of requests do we have? ›

The most common types of request methods are GET and POST but there are many others, including HEAD, PUT, DELETE, CONNECT, and OPTIONS.

What are the two types of making request? ›

Making Requests. You might know that there are two kinds of requests in English. Direct requests and indirect requests.

What are the 5 types of HTTP requests? ›

The primary or most commonly-used HTTP methods are POST, GET, PUT, PATCH, and DELETE. These methods correspond to create, read, update, and delete (or CRUD) operations, respectively. There are a number of other methods, too, but they are utilized less frequently.

What is the difference between service request and change request? ›

A service request, or work order, is a change to a service or a request for an operational task. Requests for change (RFCs) are not required to implement service requests. Service requests typically have the following characteristics: Approval is automatically granted by the delegated authority.

What is considered a service request? ›

What Is a Service Request? A service request may be defined as a formal request that a client or an employee of the client makes, asking a service provider to provide them with something that would be useful in the business's day-to-day operations.

What is the difference between incident ticket and problem ticket? ›

The difference between Incidents and Problems is that Incidents are specific and usually single-time issues that require quick attention, while Problems are root causes that bring forth Incidents if left unattended.

How do you identify incident and service request? ›

Incident: Restoring something that is broken/disrupted. Examples include fixing a printer, phone, or software. Service Request: Fulfilling a request for information/advice or access a Service. Examples include resetting a password, granting access to a printer, or providing standard setup Services for a new employee.

What are some common causes of incident response problems? ›

5 Common Incident Response Problems and Their Solutions
  • Problem #1: Lack of context about the incident. ...
  • Problem #2: Lack of prioritization. ...
  • Problem #3: Lack of tools for communicating and escalating. ...
  • Problem #4: Lack of efficient ways to collaborate. ...
  • Problem #5: Lack of visibility of key stakeholders.
Nov 16, 2017

What is a problem request? ›

Failures, or events which cause a disruption of existing services are classified as 'Incidents'. An incident for which you have to do a root-cause analysis automatically categorizes as a Problem Request.

What are the 4 ways to resolve conflicts? ›

4 steps To resolve Conflict: CARE
  • Communicate. Open communication is key in a dispute. ...
  • Actively Listen. Listen to what the other person has to say, without interrupting. ...
  • Review Options. Talk over the options, looking for solutions that benefit everyone. ...
  • End with a Win-Win Solution.
Mar 13, 2017

What are 5 ways to resolve conflict? ›

The Top 5 Conflict Resolution Strategies
  • Don't Ignore Conflict. ...
  • Clarify What the Issue Is. ...
  • Bring Involved Parties Together to Talk. ...
  • Identify a Solution. ...
  • Continue to Monitor and Follow Up on the Conflict.

What are 6 ways to resolve conflict? ›

6 Steps for Constructive Conflict Resolution
  • Offer Something. Be the one to initiate, in some way show that you have moved towards seeking restoration and harmony. ...
  • Make Time. Give the conversation priority. ...
  • Focus on the Issue. ...
  • Listen. ...
  • Craft a Solution. ...
  • Let it Go.

How do I find pull request history? ›

Viewing a pull request review
  1. Under your repository name, click Pull requests.
  2. In the list of pull requests, click the pull request you'd like to review.
  3. On the "Conversation" tab, scroll to the review you'd like to see, then click View changes.

What is the difference between a pull request and a merge request? ›

A Git pull request is essentially the same as a Git merge request. Both requests achieve the same result: merging a developer's branch with the project's master or main branch. Their difference lies in which site they are used; GitHub uses the Git pull request, and GitLab uses the Git merge request.

Why is it called a pull request? ›

GitHub and Bitbucket choose the name “pull request” because the first manual action is to pull the feature branch. Tools such as GitLab and others choose the name “merge request” because the final action is to merge the feature branch.”

How do I manage feature requests in Jira? ›

From the Jira Administration menu, select Projects and then click on Create Project. Select the type of project, and give it a name –This will create a Board, which will be the place to view and manage feature requests.

What are service requests in Jira? ›

In Jira Service Management, customers are people who request help from your service project. Customers can send requests to agents, and sometimes agents might raise a request for customers. For example, if an agent is taking a customer request by phone, they can raise their request on behalf of that customer.

How do I delete a service request in Jira? ›

Jira Service Management will walk you through how to update those requests, if needed.
To delete a request type:
  1. From your service project sidebar, select Project settings , and then Request types.
  2. Next to the request type you want to delete, select More ( ) > Delete request type.
  3. Select Delete.

How do I improve Jira board performance? ›

  1. Improve disk performance.
  2. Reduce number of issues at the board, a list of possible suggestions (including but not limited to): ...
  3. Reduce number of Swimlanes (use simple JQL)
  4. Reduce number of Card Colors (use simple JQL)
  5. Disable 'Days in Column' ...
  6. Either delete work sub-filter if you don't need versions.
Oct 24, 2022

How do I upgrade Jira service desk to Jira Service Management? ›

If you're using Jira Service Desk, you can update it directly in the UI, without downloading a separate installer.
  1. Go to > Applications > Versions and licenses.
  2. Update Jira Service Desk. This will automatically update Service Desk to a compatible version.
May 8, 2020

How do I change the layout of Jira service desk? ›

To edit the home page layout:
  1. Go to Settings ( ) > Products > Jira Service Management > Configuration.
  2. Under Customize your help center, select Edit the layout of your help center.
  3. Once you're in the Edit home page layout page, make necessary changes to the layout.

How do you solve workflow problems? ›

How to identify problems in your workflow?
  1. Is your workflow failing you?
  2. Step 1: Map your current workflow.
  3. Step 2: Analyze and redesign your process.
  4. Step 3: Implement new workflow and enforce process with software.
  5. Step 4: Celebrate (and continuously improve) your new process.
Apr 12, 2015

How can I make my workflow easier? ›

Workflow Efficiency Tips
  1. Analyze Your Current Processes. ...
  2. Prioritize Projects Based on Importance. ...
  3. Implement Proper Training. ...
  4. Organize Efficiently. ...
  5. Schedule People to Specific Tasks. ...
  6. Minimize Unnecessary Interruptions. ...
  7. Optimize Communications. ...
  8. Put Effective Budgets in Place.
Feb 16, 2023

How do I get more than 50 results in Jira? ›

The only way to get more than 50 results in a view in Jira Cloud connect app is to check the result. total first and based on that, (devide with 50) times to do an asynchronous request with an incremental offset of 50. Add result. issues after every request.

How do I clean up my Jira backlog? ›

Manage Your Jira Backlog like a Pro
  1. Step 1: Review Product Strategy and Business Goals. ...
  2. Step 2: Break Down Big Initiatives into Smaller Units of Work. ...
  3. Step 3: Set Priority Level for All Issues to Reflect Value Delivery. ...
  4. Step 4: Groom the Product Backlog on a Regular Basis.
Jul 14, 2021

How do I troubleshoot slowness in Jira? ›

If you are experiencing slowness with JIRA applications, try running JIRA applications with virus checking configured not to scan your application installations or home directories. JIRA applications need fast access to the local filesystem.

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

It is built for IT, support, and internal business teams, it empowers teams to track, prioritize, and resolve service requests, all in one place. Jira belongs to "Issue Tracking" category of the tech stack, while Jira Service Desk can be primarily classified under "Help Desk".

Is Jira and Jira service desk the same? ›

Jira Service Desk is now part of Jira Service Management.

How do I create a workflow in Jira Service Desk? ›

Create a new workflow
  1. Choose Projects and select a starred or recent project, or choose View all projects and select a project.
  2. From your project's sidebar, select Project settings > Workflows.
  3. Click Add workflow and choose Add Existing.
  4. Select your new workflow and click Next.

How do I edit a workflow in Jira Service Desk? ›

From your service project, select Project settings > Workflows. Select the edit icon ( ) for the required service request workflow. Edit the workflow to add or remove steps and transitions.

How do I remove a SLA from Jira Service Desk? ›

Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators. Go to Project Settings -> SLA, there should be a List of all defined SLAs. There you can delete them.

How do I automate custom rules in Jira Service Desk? ›

To create a custom automation rule:
  • From your service project sidebar, select Project settings > Legacy automation. ...
  • Select Add rule.
  • Select Custom rule from the list and then select Continue.


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