Jira Service Desk form embeded in Confluence & ticket show in Kanban board

Question

I have use case where I'd like to create a JSM request form (to write a blog for the company). We have JSM Cloud.

My first question: is it possible to embed the form in a Confluence page?

Then, each request would become a Jira ticket (in Jira Cloud/Next Gen). Or, is it best to stay in JSM?

I would like each ticket to show up in a Kanban board. The "denied" requests would go into the "Denied" column. Each approved request would go into an "approved" column and then move through the board.

Could I get the documentation resources for this workflow, which I couldn't find.

Thanks

Angélica Luz · Answer

Hi Josh,

The "Boards" is a feature from Jira Software, so the location for boards must be a Software project or a profile. It’s not possible to select a JSM project since there is no menu for boards on the project.

There is a feature request suggesting the implementation of this ability:

Ability to locate Software Kanban-Boards in Service Desk Projects

Please, click on vote and watch to receive updates about the feature.

Lewis_25yrx8 · Answer

@Angélica Luz We're confused at the stage:

* Log in with an administrator account;

* Go to boards menu;

* Click on "Create Board";

* Make sure to select the option "Create Board from an existing project" and select your Service Desk project;

* Select the location as your personal space

We want the location to be a "JSM Project", not a personal space.

Is there a way to make it so that the board that exists on the GSM project?

Angélica Luz · Answer

Hi Josh,

The complete documentation of Jira Service Management is the one below where there is a link for each feature.

Configure a classic service project as an administrator

Manage and administer next-gen service projects

The forms are based on request types, so once you create one, you will need to add the fields for the customer to view in the portal:

Categorize customer requests into request types

Set up request types in next-gen projects

In this article you can find more details about what customers will see in the portal:

Jira Service Management Cloud - The complete guide for Customers

If there is anything else we can help you with, please let us know.