support.atlassian.com Open in urlscan Pro
108.138.7.112  Public Scan

Form analysis
0 forms found in the DOM

Text Content

JIRA SERVICE MANAGEMENT SUPPORT

 * Products
 * Get started
 * Documentation
 * Resources

 * Contact
 * 
 * Log in
 * 

 * 
 * Log in
 * 

Cloud
Data Center and Server
 * Jira Software
 * Jira Service Management
 * Jira Work Management
 * Jira Align
 * Confluence
 * Trello
 * Bitbucket
 * Opsgenie
 * Statuspage
 * Atlas
 * Halp
 * Advanced Roadmaps for Jira
 * Team Calendars
 * Questions for Confluence
 * Atlassian Cloud
 * Atlassian Analytics (beta)
 * Compass (beta)
 * Jira Product Discovery (beta)

 * Get started with Jira Service Management for admins
   
   Your first stop for learning how to get started with Jira Service Management.

 * Get started with Jira Service Management for agents
   
   Learn how to succeed in your role as a service project agent.

 * Get started with Jira Service Management for admins
   
   Your first stop for learning how to get started with Jira Service Management.

 * Get started with Jira Service Management for agents
   
   Learn how to succeed in your role as a service project agent.

 * Configure a company-managed project as an administrator
   
   Set up your service project in a way that empowers your agents and your
   customers get help for their requests.

 * 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.

 * Discover IT service management (ITSM)
   
   Learn about ITSM and the strategic approach to designing, delivering,
   managing, and improving the way businesses use IT.

 * Help customers as a service project agent
   
   Understand how to effectively serve your customers as a service project
   agent.

 * Best practices for teams using Jira Service Management
   
   Follow proven patterns for setting up Jira Service Management for IT and
   software development teams.

 * 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.

 * Manage your assets and configuration items with Assets
   
   Learn how to manage assets and configuration items with Assets in Jira
   Service Management.

 * Moving to Jira Service Management Cloud
   
   Resources to help you plan and set up a successful move to cloud.

 * Use forms in Jira Service Management
   
   Learn how to use forms to gather more information from your customers and
   team.

 * Documentation
   
   Usage and admin help

 * Community
   
   Answers, support and inspiration

 * System Status
   
   Cloud services health

 * Suggestions and bugs
   
   Feature suggestions and bug reports

 * Marketplace
   
   Product apps

 * Billing & licensing
   
   Frequently asked questions

Products
Get started
Documentation
Resources
 * Log in to account
 * Contact support
 * Training & Certification
 * Cloud Migration Center
 * GDPR guides
 * Enterprise services
 * Atlassian Partners
 * Developers
 * User groups
 * Automation for Jira
 * Atlassian.com

Jira Service Management Cloud

Documentation

 * 
   Get started with Jira Service Management for admins
   * 
     Get to know your Jira Service Management project
     * What is Jira Service Management?
     * Sign up for a Jira Service Management site
     * What is a service project?
     * What are the project templates?
     * What users and roles are there in Jira Service Management?
     * Get to know the main Jira Service Management features
     * Get to know the project settings sidebar
     * Edit your service project details
     * How to use modern incident management
     * Get to know Opsgenie
     * Create a service project
     * Create, edit, or delete a shortcut
     * What are issues and requests?
   * 
     Quick reference guides for starting your service project
     * Jira fundamentals
     * ITSM project basics
     * Changes
     * Incidents
     * Level up your project
   * 
     Set up queues for your team
     * How are queues used in Jira Service Management?
     * Make queues for your team
     * Go to your queues
     * Raise a request to put into your queues
   * 
     Customize the channels that customers use to get help
     * Add a name and logo to your portal
     * Use an existing email address to receive requests
   * 
     Capture the right request details with request types
     * How are request types used in my service project?
     * Create a new request type
     * Organize your request types into portal groups
   * 
     Involve the people who use your service project
     * Add your customers so they can raise requests
     * Add your service project agents to work on requests
   * 
     Visualize trends in your service project with reports
     * What are reports used for?
     * Go to your reports
     * Create a custom report for your service project
   * 
     Explore a demo service project
     * Assign yourself to a customer's request
     * Update your customer on your progress
     * Resolve a customer's request
   * 
     Permissions for your service project and Jira site
     * How customer access settings impact project permissions
     * Change access settings for your customers
     * Change project customer permissions
     * Change service project permissions
   * 
     Set up your service projects to meet compliance needs
     * What are safe customer notifications?
   * 
     Add customers and learn how they request help
     * How customers create requests by email
     * Check out the help center
     * How do customers send requests to your service project?
   * 
     Trash, archive, restore, and delete service projects
     * Trash and restore a project
     * Archive and restore a project
     * Permanently delete a service project
 * 
   Get started with Jira Service Management for agents
   * 
     Become an agent for your service project
     * What do agents do in Jira Service Management?
     * Accept the invitation to join your service project team
     * Go to your service project
     * Get to know your service project sidebar
   * 
     Learn the tools to work on customer requests
     * Raise a request for a customer
     * Check out your queues
   * 
     Dive into the issue view of a customer request
     * See everyone involved in a request
     * Talk to the customer or service project team members
     * Close a request when you finish helping a customer
     * Transition an issue through its workflow
     * Go to the issue view of a customer request
   * 
     See how customers send requests to your service project
     * Check out the online help center
     * Give customers an email address to send requests to
   * 
     Use your knowledge base to help customers self-service
     * Write knowledge base articles for your customers
     * Share articles with your customers from the issue view
 * 
   Configure a company-managed project as an administrator
   * 
     Set up service project users to work on requests
     * Overview of Jira Cloud permissions
     * View team member roles
     * Add an agent to your service project
     * Remove an agent from a service project
     * Unlicense agents
     * View team member licenses
     * Manage service project role memberships
     * Add people from Google, Slack, or Microsoft
   * 
     Categorize customer requests into request types
     * What are request types?
     * Create a request type
     * Delete request types from your service project
     * Organize request types into portal groups
     * Customize the fields of a request type
     * Overview of Jira Cloud workflows
     * Customize the workflow statuses for a request type
     * Change the workflow and issue type of a request type
     * Hidden fields and unsupported fields in request types
     * What can I do to help customers find the right request type?
     * Duplicate a request type
     * What's the difference between request types and issue types?
   * 
     Customize the field layout of your issue view
     * About the issue view in Jira Service Management
     * Add, edit, or remove field tabs from an issue type
     * Add or change the fields of an issue type
     * Configure the request form and issue view for a request type
   * 
     Triage customer requests for your agents with queues
     * What are queues?
     * Create a new queue
     * Edit queues
     * Arrange queues into groups to prioritize work for your team
     * Delete queues
     * Use keyboard shortcuts in your queues
     * Best practices for managing queues at scale
   * 
     Set up an approval stage
     * What are approvals?
     * Set up approval steps
     * Add a new custom field to a service project
     * Add an approval step to a workflow
     * Define approvers for a request type
     * Allow customers to choose approvers
     * Add a conditional field to a service project
     * Manage settings for approval by email
     * Request approval from approvers associated with a service
   * 
     Receive requests from an email address
     * How do customers send requests by email?
     * Add a custom email account
     * Choose a request type for email requests
     * Add request participants through email
     * What are customer permission settings for email requests?
     * How does Jira Service Management process email requests?
     * Email process for POP, IMAP, cloud, and other email types
     * Change how emails are processed across service projects
     * Test your custom email channel connection
     * Change how you process emails in global mail settings
     * Manage your allowlist
     * About email logs in Jira Service Management
     * Allow external emails to be added as comments on issues
     * Create new accounts through email
     * Disable all email requests to the email channel
     * Hide email signatures from the issue view and portals
     * Manage DMARC authentication for incoming emails
     * Manage your blocklist
     * Switch your Microsoft and Google email accounts to OAuth
     * View the email processing and connectivity logs
   * 
     Add and remove customers
     * What are service project customers and organizations?
     * Add a customer to a service project
     * Remove a customer from a service project
     * Delete a customer's account
     * Add customers in bulk to your service project
     * Edit a customer's name
   * 
     Group customers into organizations
     * Add an organization to a service project
     * Add a customer to an organization
     * View customers by organization
     * Remove a customer from an organization
     * Remove an organization from a service project
     * Delete an organization from a site
   * 
     Collect requests from anywhere with an embeddable widget
     * Set up an open portal
     * Allow anyone to view knowledge base articles
     * Embed a widget onto a web page
   * 
     Set up your help center and portal
     * About the portal and help center
     * Set up and manage portal access
     * Customize the columns in your customers' requests list
     * Give agents permission to add announcements to the portal
     * Give agents permission to add announcements to help centers
     * Show a workflow transition in the portal
     * Add request participants through the help center
   * 
     Customize your help center and portal
     * What can I customize about the help center?
     * Brand your portal
     * Brand your help center
     * Add announcements to your help center or portal
     * Add a login message in your help center
     * Edit the home page layout in your help center
     * Create and manage topics in your help center
     * Manage visibility of topics in your help center
     * Feature and organize portals in your help center
     * Hide portals from your help center
     * Group help content in your portal
     * Add links to external resources in your service project
   * 
     Set up a knowledge base so customers can serve themselves
     * What is a knowledge base?
     * Set up your knowledge base with Confluence
     * Link spaces from Confluence sites to your service project
     * Manage who can view and edit your knowledge base articles
     * Configure public access to spaces on linked Confluence site
     * Manage who can view spaces from Confluence server sites
     * Set up article suggestions in portal request forms
     * Restrict access to knowledge base articles
     * Restrict access to articles from Confluence server sites
     * Authenticate portal users to access knowledge base articles
     * Find out how your knowledge base articles are performing
     * Unlink knowledge base spaces from your service project
     * Remove Confluence product access for users in your site
     * Add Confluence to set up knowledge base
   * 
     Set up notifications for your customers and team
     * What notifications do my customers and team receive?
     * Change the look and feel of customer notifications
     * Create and edit the content of your customer notifications
     * Choose how your customers access attachments
     * Choose how customer notifications display the sender name
     * Send notifications from a custom domain email address
     * Disable service project notifications for internal users
     * Choose HTML or plain text for customer notifications
     * Best practices for configuring your customer notifications
   * 
     Set up rules to automate repetitive tasks
     * What is Legacy automation?
     * Available preset automation rules
     * Add a preset automation rule
     * Edit a preset automation rule
     * Create a custom automation rule
     * When, if, and then statements
     * Disable an automation rule
     * Debug automation rules in the log
     * Automation log details
     * Advanced automation rule options
   * 
     Try one of our common automation recipes
     * Automatically approve requests
     * Automatically comment to share knowledge base articles
     * Automatically update agents about a linked issue's progress
   * 
     Discover new trends with service project reports
     * What are default reports?
     * What are custom reports?
     * Create a new custom report
     * Edit a custom report
     * What is a report series?
     * Add reports to a dashboard
   * 
     Create service level agreements (SLAs) to manage goals
     * 
       What are SLAs?
     * Create an SLA
     * Set up SLA conditions
     * Set up SLA goals
     * Set up SLA calendars
     * Set up SLA format display
     * Auto-close resolved service requests
     * Auto-close incidents after they are resolved
   * 
     Use Jira Query Language to create service level agreements
     * Write JQL queries for SLAs
     * How is JQL used to create SLA goals?
   * 
     Collect customer satisfaction on your team's performance
     * What are customer satisfaction (CSAT) surveys ?
     * Track customer satisfaction feedback trends
   * 
     Provide help in multiple languages
     * What is language support?
     * Add languages to your service project
     * Change your service project's default language
     * Keep your translations up to date
     * Add, update or review translations for email templates
     * Manage translations for custom content
     * Help customers set their language preferences
     * Stop supporting a language
   * 
     Keep track of your team's items with asset management
     * What is asset management?
     * Install an asset management app
     * Link an asset to an issue
     * Customer permission to link assets from the help center
     * Filter asset search results
     * Change the name of the linked asset field
     * Add additional external asset platform fields
     * Hide an asset field
     * Delete an asset field
     * Uninstall your asset management app
   * 
     Integrate your service project with other products and apps
     * Integrate Jira Service Management Cloud with Zapier
     * Overview of Jira Cloud products
     * Integrate Jira Cloud and Slack
     * Use Jira Cloud for Sheets
     * Integrate Jira Cloud with Confluence
     * Connect Jira Service Management Cloud to AWS Service Catalog
   * 
     Give your team access to additional features
     * Add Services, Alerts, and On-call to your navigation sidebar
     * What is the feature lab?
     * Find similar requests
     * Choose default request types for your issue types
     * Use Opsgenie's incoming call routing
   * 
     Receive and manage requests in Slack or Microsoft Teams
     * What is chat?
     * Set up chat in Slack
     * Create issues in Slack
     * Work on issues in Slack
     * Manage chat settings for Slack
     * Set up chat in Microsoft Teams
     * Create issues in Microsoft Teams
     * Work on issues in Microsoft Teams
     * Manage chat settings for Microsoft Teams
 * 
   Manage and administer team-managed service projects
   * 
     Learn how company-managed and team-managed projects differ
     * What are Jira Service Management team-managed projects?
     * Is my project company-managed or team-managed?
     * What makes the set up of team-managed projects different?
     * How issue and request types differ in team-managed projects
     * How do company and team-managed workflows differ?
     * How does the role of admins change in team-managed projects?
     * Approvals in company and team-managed service projects
     * Migrate between team-managed and company-managed projects
   * 
     Manage access to team-managed service projects
     * Enable or disable team-managed service projects on your site
     * Overview of permissions in team-managed service projects
   * Create, edit, and delete team-managed service projects
   * Manage how people access your team-managed service project
   * Set up request types in team-managed projects
   * 
     Set up an online portal in team-managed projects
     * Set up portal access in team-managed projects
     * Customize the portal in your team-managed projects
     * Customize your help center in team-managed service projects
     * Add announcements to your portal or help center
     * Group request types in the portal in team-managed projects
     * Let agents add announcements in team-managed projects
     * Set who has permission to send requests to your portal
   * 
     Receive requests from emails in team-managed projects
     * Add request participants by email in team-managed projects
     * Add a custom email account in team-managed projects
     * Manage domains on your allowlist
     * Manage domains and email addresses on your blocklist
   * 
     Customize request fields in team-managed service projects
     * Available custom fields for team-managed service projects
   * Add or remove people from your team-managed service project
   * 
     Add and remove customers in your service project
     * What are customers and organizations in your service project
     * Add a customer to a team-managed service project
     * Remove a customer from a team-managed service project
     * Delete account for a customer
   * 
     Manage how work flows in your team-managed service project
     * Create, edit, and delete statuses in team-managed projects
     * Manage workflow rules in team-managed service projects
     * Manage transitions in team-managed service projects
     * Available workflow rules in team-managed service projects
     * What are the different workflow rule types?
   * 
     Set up notifications in team-managed projects
     * Who receives notifications for team-managed requests?
     * Choose your default email notification style
     * Disable team-managed notifications for internal users
     * Edit a team-managed customer notification
     * Set up how your customers access attachments
     * Choose how notifications display the email sender name
     * Customize the style of team-managed customer notifications
     * Customize internal notifications in team-managed projects
     * Send notification emails from your own domain
   * 
     Set up a knowledge base in team-managed service projects
     * Link spaces from Confluence to your team-managed project
     * Manage permissions for your knowledge base
     * Restrict access to articles in team-managed service projects
     * Unlink Confluence spaces in team-managed projects
     * See how your knowledge base articles are performing
     * Give permission to link assets from help center
   * 
     Use automation rules for tasks in team-managed projects
     * How do when, if, and then statements work for automation?
     * Add a preset automation rule in team-managed projects
     * Create a custom automation rule in team-managed projects
     * Edit an automation rule in team-managed service projects
     * Disable an automation rule in team-managed projects
     * Debug automation rules with log in team-managed projects
   * 
     Manage approvals in team-managed projects
     * What are approvals?
     * Add an approval step in team-managed service projects
   * 
     Manage assets in your team-managed service project
     * Install an asset management app for team-managed projects
     * Link an asset to a request in team-managed projects
     * Change the name of a linked asset field
     * Delete an asset field in team-managed service projects
     * Uninstall an asset management app for team-managed projects
     * Hide an asset field in team-managed service projects
   * 
     Support multiple languages in team-managed projects
     * What is language support in team-managed service projects?
     * Add a language in team-managed service projects
     * Edit language translations in team-managed service projects
     * Stop supporting a language in team-managed service projects
     * Keep languages up to date in team-managed service projects
   * 
     Visualize trends with reports in team-managed projects
     * What are reports in team-managed service projects?
     * What are default reports in team-managed projects?
     * What are custom reports in team-managed projects?
     * Create a custom report in team-managed service projects
     * Edit a custom report in team-managed service projects
     * Export reports in team-managed service projects
     * What is a report series in team-managed service projects?
     * Add reports to a dashboard in team-managed service projects
     * Delete a report in team-managed service projects
   * 
     Collect CSAT metrics in team-managed service projects
     * Turn on customer feedback in team-managed service projects
     * Visualize customer feedback in team-managed projects
   * 
     Use service level agreements in team-managed projects
     * Create a new SLA calendar in team-managed service projects
     * Create and edit SLAs in team-managed service projects
 * 
   Discover IT service management (ITSM)
   * 
     Get started with IT service management
     * Learn about the IT service management template
     * Test, explore and learn with your sample space
     * Set up an IT service management project
     * Can I move my existing project to the ITSM template?
     * Add a work category to any of your service projects
     * Remove a work category from your service project
     * What are compatible and incompatible issue types?
     * Make an issue type compatible with an ITSM work category
   * 
     Manage your request types and ITSM categories
     * What are work categories?
     * Using work categories in IT service management projects
     * What are request types in IT service management?
     * What are request channels?
     * Resolve an ITSM request
     * Assign, unassign, or move request types from a work category
     * What are default [System] issue types?
     * What are unassigned request types?
   * 
     Manage your service requests
     * What are service requests?
   * 
     Manage your incidents
     * What are incidents?
     * What are major incidents?
     * Escalate an incident to Opsgenie
     * Set SLAs in incidents
     * What is the incident timeline?
     * Use chat and video tools to resolve incidents as a team
     * What are incident conference calls?
     * Create or join conference call from an incident
     * Set permissions for the Incident Command Center in Opsgenie
     * Create a chat channel from an incident
     * Connect a new Slack workspace to your service project
     * Connect Microsoft Teams to your service project
     * Connect Zoom to your service project
     * Add or remove the responders field from your service project
     * What are responder alerts?
     * What are alert priorities?
     * How the Opsgenie stakeholder role works in unmerged accounts
     * What are linked alerts?
     * Set up your alert notifications
     * Add and manage incident stakeholders
     * Add missing features to an incident
     * Mark an incident as major
     * What is incident investigation view?
     * Add and manage incident responders
     * Create responder alerts with incident details
   * 
     Manage your problems
     * What are problems?
   * 
     Manage your changes
     * What is change management?
     * What are changes?
     * Configure your change management deployment pipeline
     * Automate change management with Jenkins
     * Link Jira Service Management with Jenkins
     * Set up deployment tracking
     * What is deployment gating?
     * Set up deployment gating
     * Use deployment gating with Jenkins
     * Use deployment tracking with Jenkins
     * Change management automation rules
     * Create automation rules for change management
     * What is the change calendar?
     * Show change requests on the change calendar
     * Create, edit, or delete change requests
     * Coordinate changes with Team Calendars for Confluence
     * Add or remove a service from the affected services field
     * Disconnect a service
     * Connect GitHub repositories with Jira Service Management
     * Create, edit, or delete change windows
     * What are change windows?
     * What are risk insights in change management?
   * 
     Manage your post-incident reviews
     * What are post-incident reviews?
     * Post-incident review best practices
     * Create and publish a post-incident review
   * 
     Manage your services
     * What are services?
     * Create a service
     * Edit or delete a service
     * Add a service relationship
     * What are service tiers?
     * Remove a service relationship
   * Create or edit an ITSM report
 * 
   Help customers as a service project agent
   * 
     Work on customer requests
     * What are request participants?
     * Raise a request on behalf of a customer
     * Close a request to mark it as complete
   * 
     Manage your incoming requests with queues
     * Star your favourite queues
     * Sort requests within a queue
     * Assign requests from your queue
     * Update workflow status from your queue
     * Add comments to multiple requests at the same time
     * Assign multiple issues at the same time
     * Delete multiple requests at the same time
     * Transition and approve multiple requests at once
   * 
     Write and share effective knowledge base articles
     * Create knowledge base articles
     * Use templates to create articles
     * Manage your drafts
     * Add labels to knowledge base articles
     * Categorize knowledge base articles
     * Add a knowledge base article to multiple categories
     * Delete a knowledge base article category
     * Feature knowledge base articles in your portal
     * Use labels to help people find articles
     * Search for a knowledge base article from the issue view
     * Share knowledge base articles with customers
   * 
     View service level agreements (SLAs)
     * What are SLAs and how do I view them in my service project?
   * About the issue view in Jira Service Management
   * 
     Use the issue view in company-managed service projects
     * About the issue view in Jira Service Management
     * Update issue details from the issue view
     * Move an issue through its workflow from the issue view
     * Link subtasks, issues, and pages from the issue view
     * Watch, vote, share and comment from the issue view
     * Talk to the customer or team members from the issue view
     * Approve or decline a request from the issue view
     * Clone a request
     * Respond with an article from the issue view
     * How do date and time formats work in the issue view?
     * View the different types of activity on an issue
   * 
     Use the issue view in team-managed service projects
     * Update issue details from the issue view
     * Link issues, pages, and app content from the issue view
     * Watch, share and comment from the issue view
     * Move an issue through its workflow from the issue view
     * Talk to the customer or team members from the issue view
 * 
   Best practices for teams using Jira Service Management
   * 
     Best practices for IT teams using Jira Service Management
     * How is a service catalogue used in my IT service project?
     * How is ITIL used in Jira Service Management?
     * Which service project workflows help teams work better?
     * Help customers serve themselves with a knowledge base
   * 
     Best practices for change management
     * What is the change management workflow in service projects?
     * Use the change calendar to manage change requests
     * Default form fields for change requests
     * How do you set the time limit for reviewing normal changes?
     * Request approval from Change Advisory Board (CAB) members
     * Enforce an approval step for change reviews
     * Auto-approve standard changes
     * Remind change reviewers automatically
     * Customize the default change management workflow
     * Enforce an approval step
   * 
     Best practices for incident management
     * The incident management workflow for service projects
     * Default fields in the issue view of an incident
     * Link incident records to a task in another project
     * Customize your incident management workflow
   * 
     Best practices for automatically prioritizing requests
     * What are priority levels in Jira Service Management?
     * How impact and urgency are used to calculate priority
     * How should my team define impact and urgency of requests?
     * How do I create an impact urgency priority matrix?
     * Create an automation rule to prioritize your incidents
     * Set mandatory fields to automatically prioritize incidents
   * 
     Best practices for problem management
     * Create a problem issue
     * What is the ITIL problem management process?
     * What is the aim of problem management?
     * Default fields for problem requests
     * Document known errors in your knowledge base
     * What is Jira Service Management's default problem workflow?
     * Customize your problem workflow
   * 
     Managing service requests in your IT service project
     * Customize your service request workflows
     * What service request workflows come with my service project?
     * Customize fields in your IT service project
     * How can I make my service request forms more effective?
   * 
     Collaborating with teams in other Jira products
     * Create linked issues to collaborate with other Jira products
     * How can service project and software teams work together?
     * Sharing requests with other Jira team members
     * Jira user permission to comment on service project issues
     * Jira Service Management and Software can share custom fields
     * Give Jira users permission to view service project issues
   * 
     Working on bug reports with Jira Software teams
     * What workflow helps service project agents resolve bugs?
     * What are the advantages of sharing custom fields?
     * What can I do to improve the way customers report bugs?
     * How agents and development team work on bug reports together
     * Add a step to involve the development team in resolving bugs
     * Customize the workflow for bugs
   * 
     Best practices for serving external customers
     * Create a customer service project
     * Set up request types to get information from your customers
     * Fill a knowledge base so customers can help themselves
     * Support multiple clients with a single Jira site
   * Best practices for managing escalations
 * 
   Learn the Jira fundamentals powering Jira Service Management
   * Get to know the new Jira experience
   * 
     Work with requests and issues in Jira Cloud products
     * How can my Jira admin customize issues for my team?
     * Schedule an issue
     * Create issues with the CSV importer
     * Edit and share issues
     * Create issues and sub-tasks
     * Move a request to another service project
     * Log time on an issue
     * Attach files and screenshots to issues
     * Edit multiple issues at the same time
     * Insert an attachment already on a request
     * Review and modify the issue view layout
   * 
     Use advanced search with Jira Query Language (JQL)
     * Advanced search reference - JQL fields
     * Advanced search reference - JQL functions
     * Advanced search reference - JQL operators
     * Advanced search reference - JQL keywords
   * 
     Use basic search and filters to find requests and issues
     * Add a gadget to a dashboard
     * Save your search as a filter
     * Manage your filters
     * Work with search results
     * Search syntax for text fields
     * Manage dashboards and gadgets
     * Construct cron expressions for a filter subscription
     * Overview of basic search
   * 
     Manage your Jira user profile
     * Allow OAuth access
     * Manage your Jira personal settings
     * Overview of Jira Cloud keyboard shortcuts
 * 
   Manage your assets and configuration items with Assets
   * 
     Get to know asset and service management with Assets
     * What is Assets in Jira Service Management Cloud?
     * Get started with Assets in Jira Service Management
     * How services work with Assets in Jira Service Management
     * What’s in Assets for Cloud?
   * 
     Manage roles with Assets
     * What are roles?
     * Add users or groups to an object schema role
     * Remove users or groups from an object schema role
     * Add users or groups to an object type role
     * Remove users or groups from an object type role
   * 
     Manage object schemas
     * What are object schemas?
     * Create an object schema
     * Change the name or description of an object schema
     * Delete an object schema
     * Allow other schemas to reference objects from a schema
   * 
     Manage object types
     * What are object types?
     * Create an object type
     * Change the name or description of an object type
     * Copy an object type
     * Delete an object type
     * Allow attributes to be inherited by object type children
     * Disable the ability to create objects within an object type
     * Set the label of an object type
   * 
     Manage objects
     * What are objects?
     * Create an object
     * Edit an object
     * Edit multiple objects
     * Clone an object
     * Delete an object
     * Delete multiple objects
     * Search for objects and object types
     * Export objects
     * Enable quick creation of referenced objects
     * Print QR codes
     * Access Assets custom fields in Jira Cloud mobile app
     * Validate object attributes in quick object creation
     * Add, edit, or delete comments on Assets objects
     * View changes made to an object
   * 
     Manage attributes
     * What are attributes?
     * Attribute types
     * Create an attribute
     * Add a suffix to an attribute
     * Delete an attribute
     * Filter attribute values using Assets Query Language (AQL)
     * Inherit all parent attributes
     * Set the cardinality of an attribute
     * Show the sum of multiple attributes
     * Validate attributes with regular expressions
     * Verify attribute values to be unique
     * Create a reference
     * Create a reference that includes child objects
     * Add a Bitbucket repository attribute
   * 
     Manage references
     * What is a reference?
     * Add a reference
     * Edit a reference
     * Delete a reference
   * 
     Manage statuses
     * What is a status?
     * Create a status
     * Edit a status
     * Delete a status
   * 
     Manage icons
     * What is an icon?
     * Edit an icon
     * Delete an icon
     * Create an icon
   * 
     View Assets objects directly from the issue view
     * What is the Assets objects field?
     * Set up the Assets objects custom field
     * Configure the Assets objects custom field
   * 
     Use Jira and Assets Query Languages (AQL) with Assets
     * Assets JQL Functions
     * Use Assets Query Language (AQL)
     * Use placeholders to replace information depending on context
   * Automate your objects in Assets
   * 
     Discover objects in your environment with Assets Discovery
     * What is Assets Discovery?
     * Download and extract Assets Discovery
     * Configure common settings in Asset Discovery
     * Configure pattern settings in Assets Discovery
     * Configure scan settings in Assets Discovery
     * Configure credential settings in Assets Discovery
     * Run Assets Discovery
     * Update Assets Discovery and the Assets Discovery collector
     * What are Assets Discovery patterns?
     * Create a custom pattern
     * What is the Assets Discovery service?
     * Configure the Assets Discovery service
     * What are Assets Discovery agents?
     * Configure Assets Discovery agents
     * Install Assets Discovery agents
     * What is the Assets Discovery collector?
     * Configure the Assets Discovery collector
     * Run the Assets Discovery collector
     * Assets Discovery knowledge base
     * Object hash settings for Assets Discovery
     * Commands executed by Assets Discovery
     * Data collected by Assets Discovery
     * Export data from Asset Discovery to Assets Cloud
   * 
     Import objects into Assets for Jira Service Management
     * What are imports?
     * Prepare your data for importing into Assets
     * Create an import structure
     * Automatically create object types and attributes
     * Create objects from data using object type mapping
     * Create attributes and references from your data
     * Create a parent and child hierarchy for your data
     * Running an import
     * View the structure status of an import
     * Import a JSON file into Assets
     * Generate a token for importing
     * Import data from a web address
     * View import history
 * 
   Moving to Jira Service Management Cloud
   * 
     Merging Opsgenie with Jira Service Management
     * Should I merge Opsgenie with Jira Service Management?
     * Merge Opsgenie with Jira Service Management
   * 
     Migrating from Halp to Jira Service Management
     * Basics of migrating Halp to Jira Service Management
     * Connect cloud site to Halp
     * Create a new service project for your Halp queue
     * Invite Halp agents to Jira Service Management
     * Connect your Halp queue to your service project
     * Migrate Halp tickets to Jira Service Management
     * Set up your service project to match Halp
 * 
   Use forms in Jira Service Management
   * What are forms?
   * Where can forms be used?
   * Create or edit a form
   * About form settings
   * Add a form to the request form for a request type
   * What are form states?
   * Create an issue using a form
   * How do forms work in the issue view?
   * View, add, or edit a form on an issue
   * Reopen, delete, or download a form from an issue
   * Copy a form to another project
   * Delete a form from a service project
   * 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

Atlassian Support
/
Jira Service Management
/
Resources
/
Configure a company-managed project as an administrator
/
Create service level agreements (SLAs) to manage goals
Cloud
Data Center and Server




WHAT ARE SLAS?

Jira Service Management provides powerful built-in SLAs (service level
agreements), so teams can track how well they're meeting the level of service
expected by their customers.

Project admins can create SLA goals that specify the types of requests you want
to track and the time it should take to resolve them. From there, you can define
the conditions and calendars that impact when SLA measurements start, pause, or
stop (for example, stopping when your office is closed for a public holiday).

Once you have set up SLAs for a project, your team of agents will be able to see
how each request raised by a customer should be prioritized to meet your service
goals.

Once you have set up SLAs for a project, agents can view their SLAs and plan
which tasks need to be resolved first and the timeframe in which they should be
resolved.

 

Was this helpful?

Yes
No
It wasn't accurate

It wasn't clear

It wasn't relevant
Provide feedback about this article


ADDITIONAL HELP

Ask the Community
 * Create service level agreements (SLAs) to manage goals

 * What are SLAs?

 * Create an SLA
 * Set up SLA conditions
 * Set up SLA goals
 * Set up SLA calendars
 * Show more

CommunityQuestions, discussions, and articles
 * Privacy Policy
 * Terms of Use
 * Security
 * 2023 Atlassian


PRIVACY PREFERENCE CENTER

When you visit any web site, it may store or retrieve information on your
browser, mostly in the form of cookies. This information might be about you,
your preferences or your device and is mostly used to make the site work as you
expect it to. The information does not usually directly identify you, but it can
give you a more personalised web experience. Because we respect your right to
privacy, you can choose not to allow some types of cookies. Click on the
different category headings to find out more and change our default settings.
However, blocking some types of cookies may impact your experience of the site
and the services we are able to offer.
Atlassian Cookies and Tracking Notice
Allow All


MANAGE CONSENT PREFERENCES

STRICTLY NECESSARY COOKIES

Always Active

These cookies are necessary for the website to function and cannot be switched
off in our systems. They are usually only set in response to actions made by you
which amount to a request for services, such as setting your privacy
preferences, logging in or filling in forms.    You can set your browser to
block or alert you about these cookies, but some parts of the site will not then
work. These cookies do not store any personally identifiable information.

Cookies Details‎

PERFORMANCE COOKIES

Performance Cookies

These cookies allow us to count visits and traffic sources so we can measure and
improve the performance of our site. They help us to know which pages are the
most and least popular and see how visitors move around the site.    All
information these cookies collect is aggregated and therefore anonymous. If you
do not allow these cookies we will not know when you have visited our site, and
will not be able to monitor its performance.

Cookies Details‎

FUNCTIONAL COOKIES

Functional Cookies

These cookies enable the website to provide enhanced functionality and
personalisation. They may be set by us or by third party providers whose
services we have added to our pages.    If you do not allow these cookies then
some or all of these services may not function properly.

Cookies Details‎

TARGETING COOKIES

Targeting Cookies

These cookies may be set through our site by our advertising partners. They may
be used by those companies to build a profile of your interests and show you
relevant adverts on other sites.    They do not store directly personal
information, but are based on uniquely identifying your browser and internet
device. If you do not allow these cookies, you will experience less targeted
advertising.

Cookies Details‎


BACK BUTTON PERFORMANCE COOKIES



Vendor Search Search Icon
Filter Icon

Clear
checkbox label label
Apply Cancel
Consent Leg.Interest
checkbox label label
checkbox label label
checkbox label label

 * VIEW COOKIES
   
   
    * Name
      cookie name

Save Settings


This site uses cookies to improve your browsing experience, perform analytics
and research, and conduct advertising. To change your preferences, click Cookie
Settings. Otherwise, clicking Accept all Cookies indicates you agree to our use
of cookies on your device.Atlassian Cookies and Tracking Notice

> Cookie Settings Accept All Cookies