I would like for issues that come in through the service desk to be managed through a Kanban board. As far as I can see there is no way of assigning a ticket to a Kanban board so that you can continue communicating with the requestor whilst tracking and progressing its status on a board. So far I have found 2 workarounds but they don't seem ideal and I feel I must be missing something here: * I have seen that you can move a ticket to a Kanban board, but this appears to remove it from the service desk preventing continued communication with the requestor. * I know that you can link issues but it seems clumsy to have to create a completely separate issue in a Kanban project and then link the two. Can anyone help me with a solution of this please?

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How can you track a Service Desk ticket in a kanban board?

Mark Moon

I would like for issues that come in through the service desk to be managed through a Kanban board. As far as I can see there is no way of assigning a ticket to a Kanban board so that you can continue communicating with the requestor whilst tracking and progressing its status on a board. So far I have found 2 workarounds but they don't seem ideal and I feel I must be missing something here:

I have seen that you can move a ticket to a Kanban board, but this appears to remove it from the service desk preventing continued communication with the requestor.
I know that you can link issues but it seems clumsy to have to create a completely separate issue in a Kanban project and then link the two.

Can anyone help me with a solution of this please?

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Paula Silveira

Hi Mark,

You can create a Kanban board and link it to the Service Desk Project. Please check the steps below:

Access JIRA
Click on Agile then select Manage Boards
Click on Create Board
Click on Create a Kanban board
Select Board from an existing project then click on Next
Enter the board name then select the Service Desk project
Click on create board

Thanks and regards,
Paula Silveira

Dan DeMers

I did this, but for some reason all tickets are being excluded from the board. any ideas?

Eui Lee

We were just having this exact same problem. Add statuses of issues into the query filter for the board. This seems to resolve it. Afterwards, you can actually delete the statuses and it seems to work ok. This seems like a bug.

Kitty de Ruijter

I have the same issue! Found the cause in the 'Columns' configuration though. Add the statuses from your Service Desk into columns and it works smile

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admin access needed to see 'manage boards'

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