Quick start guide for Jira Service Management Cloud
A quick start guide to help teams get up and running fast on Jira Service Management CloudLogging in
- Navigate to your new site and mobile app via the links below. Replace the [ placeholder text ] in red with your organization’s domain(s)
- New URL: https://yourdomain.atlassian.net/jira/your-work
- Use your email address to log in. If your company uses one account to log into all the systems you use, we’ll prompt you to log in that way. If not, select Forgot password and enter a new password.
- Set up a new avatar in your cloud profile. Use an image of yourself or one that will represent you across products.
Interface and navigation
Navigation is the same across all Jira apps, so refer back to our quick start guide for Jira Cloud as needed. Note that on the cloud platform, searching is site-wide and will include results from other Atlassian cloud apps like Confluence, if available to you.
Work item view
The work item view experience was rolled out across all Jira Cloud apps. Some fields may vary based on the app and your team’s settings. Here’s an overview of the work item view in Jira Service Management Cloud:
- Quick-add buttons: Create subtasks or link work items, add web or Confluence links, or add content from Atlassian Marketplace apps.
- App switcher: Switch between Atlassian and Marketplace apps, like Confluence, Talent, and Miro, or go to other sites.
- Back to queues: Go back to your queues with a single click.
- Search: Find work items, spaces, boards, queues, filters and people. If enabled, paid editions get AI-powered, cross-app search via Rovo.
- Work item status: Select the status, then choose a transition to change the work item status.
- Rovo Chat: Ask questions and explore your company’s knowledge through an AI-powered chat interface. Rovo chat is available on paid editions and must be enabled by admins.
- Notifications, Help, Settings, and your profile: See what's happening in Jira Service Management, get help, and customize settings (Jira Service Management admins only) and your personal settings.
- Watch, Share, and Actions: Watch the work item or perform other actions like move and clone via the Actions menu.
- Context fields: These can include SLAs, request participants, and other information to help describe the work item. Under context fields, select ‘Show more fields’ (or ‘More fields’ in team-managed spaces) to reveal empty fields that aren't always shown on the work item view.
- Comment bar: To add a comment, select ‘Add internal note’ to post a comment that only your team can see (highlighted in yellow), or ‘Reply to customer’ to include the person that raised the request. Select the ‘Attachments’ paperclip icon to add an attachment.
Formatting
You may have previously used formatting similar to markdown or used an Atlassian Marketplace app to get formatting in your work items. In cloud, the editor converts things like links, code, and markdown automatically, so you can paste in your content and let the editor do the work.
Assets
Assets are Jira Service Management’s native asset and configuration management tool (included in Jira Service Management Cloud Premium and Enterprise). Stored assets and CIs are referred to as objects, grouped by object type, and organized within schemas to visualize critical relationships. It is compatible only with company-managed spaces.
Queues
With the agent experience, you’ll see lots of new features and improvements in cloud queues. Here are some popular updates:
- Better customize your queues with filters and views to your teams' needs.
- Reply to your customers more easily by selecting Add internal note or Reply to customer in the comment bar.
- Triage faster with queue actions by selecting Unassigned in the Assignee column in your queue and choosing an assignee without opening the ticket.
- Navigate to favorites quickly from the side navigation menu by selecting For you, then choosing the Queues tab to see starred and recent items.
NOTE: The total number of queues is limited to 300 per service project per work category across all groups. Any given queue will only refresh its count up until 999 work items at which point it will display 999+.
AI capabilities
Jira Service Management includes powerful AI features that help teams deliver exceptional service experiences more efficiently and with less manual effort. Once enabled, here are some of the ways AI can accelerate your service management outcomes:
- Always-on, self-service support: Instantly resolve common requests by automating tier 1 support interactions and providing users with accurate answers from your knowledge base, reducing repetitive tickets and freeing up agent time.
- Accelerated triage and response: Boost service team productivity with AI-powered suggestions and actions. Automatically prioritize your queue, summarize work items, identify the best assignees, recommend troubleshooting steps, and draft responses for quick resolution.
- Intelligent incident management: Streamline incident detection and response with AIOps capabilities that prioritize critical alerts, surface related incidents and changes, suggest root causes, and route work items to the right team members for faster, more effective resolution.
Help Center and Portal
- customize the columns in your customers' Request lists (to quickly filter and find the requests they’re looking for a status update on)
- implement dynamic forms, checklists, and specific validation rules using forms for Jira
Knowledge base
If you previously set up a knowledge base for self-service answers, you’ll see new available features in cloud including the ability to:
- Categorize knowledge base articles so users can find the help they need, even without exact wording.
- Link multiple Confluence spaces to a single Jira Service Management project.
TIP: Familiar with Jira Service Management Data Center, but looking for more step-by-step guidance on getting started with Jira Service Management Cloud? Check out our comprehensive Jira Service Management product guide.
30 day checklist
With these essentials covered, use the 30 day checklist below to help your team confidently navigate and master Jira Service Management Cloud from day one:
Day 1
- Log in and set up your profile settings, time zone, and avatar.
- Explore sidebar, top navigation, and search.
- Access your first space and review the queues.
- Create a test request from the portal and view it in the agent queue.
- Star important spaces and boards for quick access.
Day 7
- Use filters and views to customize your queues.
- Assign, transition, and comment on work items (requests, incidents, changes, etc.).
- Add internal notes and reply to customers using the comment bar.
- Attach files and use Smart Links in work items.
- Explore Assets (if available) and link an object to a request.
Day 30
- Set up or review SLAs and automation rules in your service project
- Use forms to collect information from customers.
- Actively triage and resolve requests, incidents, and changes.
- Integrate Rovo Search and Chat into daily workflows.
- Finish Atlassian Learning's Jira Service Management Fundamentals course.