Can we have sprints in service management

[Mark Kenyon]

We are using a 'Service space' (company managed) to accept tickets from our users. Currently, IT, Helpdesk, and devs could get tickets. However, we cannot setup sprints for the devs. To do that, we need a separate project.
Is it possible to setup sprints for dev work?

Our work around has been to have a separate 'space' (or is it project) for the Devs, but that means we manually need to create items based on tickets and requests from the service space.

[Trudy Claspill · Accepted solution]

Hello @Mark Kenyon 

Welcome to the Atlassian community.

While Sprints are not part of the built-in JSM space templates you can still use sprints to manage the work.

1. Create a filter to select the relevant issues from the JSM space.
2. Create a Scrum board based on that filter.

You will have to give the Board a Location, which is typically a Software apace or your "personal" Location. You can either set it to your personal location (select your name from the list of locations) or you could se up an empty Software Company-managed Space as the Location for the board.

This methodology avoids having to synchronize item information between the projects.

[Mark Kenyon]

We have queues, and we have filters. I went to a filter I could use for a board, but could not see an area to create a board for it.

So, I found this: How to Create a Jira Kanban Board from a Filter: Streamlining Your Workflow
It says to do this:

Navigate to the board creation page: Click on the “Boards” dropdown in the top navigation bar and select “Create board.”

I do not have 'Boards' in a top navigation bar. I have navigation on the left side.
We use {companyName}.atlassian.net

Apparently we have the 'New Navigation'? (What is the new navigation in Jira? | Jira Cloud | Atlassian Support)

[Trudy Claspill]

Either the article you referenced is for Jira Data Center, or it has not been updated for the change in the navigation applied to Jira Cloud. In Jira Cloud there are no longer menus across the top of the screen. All the navigation is in a panel on the left.

An alternate path to the Boards list page is to click in the Search field at the top center of the screen (to the left of the Create button) and then click the Boards button at the bottom of the pop-up.

The reference you found does not mention the Location field, which is also applicable only in Jira Cloud.

This is where you "associate" the board to a Space so that it will show under the options available for that Space in the navigation panel on the left. From this list you can choose only from Software spaces that are Company-managed, or you can add it to your Personal location.

For others to access the board if you associate it to a Software space then they may need permission to see that Software space. Or you can try giving them a direct link to the board without giving them permission to the Software space. I'm not sure if that will work.

If you choose your Personal location for the board, then you will definitely have to provide the other users with a link to the board.

And do make sure that you share the filter with the users who will need access to the board.

[Trudy Claspill]

Additionally, you will need to add the Sprints field to the screens and field configuration for your JSM Space.

[Mark Kenyon]

Thank you. I think this will work!

[John Funk]

Hi Mark - Welcome to the Atlassian Community!

Yes, in my opinion, you should setup a separate Jira Software project to handle the dev work. It includes links to Dev tools such as repositories that JSM will not have. You can use automation to auto create a Dev ticket in the new project/space and link the work item to the original ticket coming in to JSM. 

[Dirk Ronsmans]

@Mark Kenyon ,

Correct, Sprints are not part of the Service Management template that the space/project is based on.

Actually the best practice is to create linked tickets/bugs/defects/stories in a separate space/project where the dev team works.

This way they can follow their own processes and way of working and Support theirs. You can either manually create the tickets for DEV or set up some automation rule to do that based on for example a status or the value of a custom field.

[Mark Kenyon]

Two follow up points:
- Could you provide links to examples of that automation?
- The main reason we looked at working from the SM space is because we want devs to be able to respond directly to requesting users, how would this be accomplished in the 2 space scenario?