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Where is Jira Service Desk - How do I create or migrate what I've built in ITSM?

Edward Palmer

Essentially, we just unwrapped ITSM and I've been trying to find Jira Service desk to install and begin configuring. Based on the old KB articles and outdated steps, am I correct in assuming that JSD is now ITSM?

If yes, then were do we go to create the web-ticket intake form for internal users?
If no, where do I go to install JSD into my Jira instance?

Thanks!

Accepted answers

Robert Wen_Cprime_

Hello @Edward Palmer ! Welcome to the Atlassian community!

IT Service Management (or ITSM) is the discipline of creating, tracking, and closing common work done by IT Service desks. These may include changes, requests from an IT Service catalog, and incidents.

Jira Service Management (JSM) is the tool from Atlassian that handles ITSM. On cloud, you add the JSM product onto your site.

Edward Palmer

Apologies. I have a JSM Project configured for ITSM.
Sorry for the confusion.

Joseph Chung Yin

@Edward Palmer -

I agreed with what @Robert Wen_Cprime_ suggested/recommended.

Jira Service Management (JSM) product was previous named Jira Service Desk (JSD). ITSM project is a template project type among many other project types templates that JSM offers.

Another simple way for you to incorporate your JSM request types into your existing Webpage will be just use the channel URL/project portal URL/project request type portal URL which one access the JSM portal UI

Example -

https://your site.atlassian.net/servicedesk/customer/portals (This is main HELP Center portal page) where contains all the JSM projects

https://your site.atlassian.net/servicedesk/customer/portal/2 (This the individual project portal page) The "2" is one of our project internal portal ID, so yours will be different.

https://your site.atlassian.net/servicedesk/customer/portal/2/group/6/create/20 (This is the individual request type link - where for our env, it is part of a project and the request type is in one of the group, and lastly "20" is the specific request type internal ID.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

All comments

Robert Wen_Cprime_

Hello @Edward Palmer ! Welcome to the Atlassian community!

Jira Service Management (JSM) is the tool from Atlassian that handles ITSM. On cloud, you add the JSM product onto your site.

Edward Palmer

Apologies. I have a JSM Project configured for ITSM.
Sorry for the confusion.

Edward Palmer

Apologies. I have a JSM Project configured for ITSM.
Sorry for the confusion.

Robert Wen_Cprime_

So if you have a JSM project created for ITSM, the customer portal is built in by default. You should be able to configure this from the Project Settings.

Set up Request Types so they're seen on the portal with fields you want your customers to fill out. These should map to issue types on the Jira interface side for your Agents to work.

Use Portal Settings to configure what you want displayed in your portal.

Further documentation should be here: https://support.atlassian.com/jira-service-management-cloud/docs/get-started-with-jira-service-management/

Edward Palmer

Ok, I've done that, thanks!
So where can I locate the customer portal for submitting tickets to the project, or more accurately, where can I create a navigable webpage thats on brand with the rest of our internal pages?

Thanks!

Robert Wen_Cprime_

The URL for the portal page is going to be under Channels in the menubar for the project as illustrated below.

Screenshot 2023-10-20 at 12.02.54 PM.png

Full customization of the portal page was promised at TEAM 23, but we have yet to see that. So, I don't know if you can get it to look like your internal pages.

You may have better luck set setting up a widget to use a request type and then show that on an internal page with some HTML code. Documentation is here.

https://support.atlassian.com/jira-service-management-cloud/docs/embed-a-widget-onto-a-web-page/

Note that everything I've talked about was for company-managed projects. If you're on a team-managed project, there may be some slight variation.

Joseph Chung Yin

@Edward Palmer -

I agreed with what @Robert Wen_Cprime_ suggested/recommended.

Jira Service Management (JSM) product was previous named Jira Service Desk (JSD). ITSM project is a template project type among many other project types templates that JSM offers.

Example -

https://your site.atlassian.net/servicedesk/customer/portals (This is main HELP Center portal page) where contains all the JSM projects

https://your site.atlassian.net/servicedesk/customer/portal/2 (This the individual project portal page) The "2" is one of our project internal portal ID, so yours will be different.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

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