Explore core features of Jira Service Management
5 min
Beginner
By the end of this lesson, you'll be able to:
- Identify the main features of Jira Service Management
- Describe the capabilities of Jira Service Management
Categorize your work with work types
Work types classify and track the different kinds of work that a team does in company-managed service projects. These can be used to represent anything from a customer request to an internal task. Request types organize and define requests. Jira Service Management provides a set of default work types and request types configured for basic ITSM company-managed project use cases. Team-managed projects only use request types.
👇Click the tabs below to learn about the differences between work types and request types.
In company-managed projects, work types give requests their foundational features, such as their fields and workflow statuses.
👉 For example: Some work types include Incident, Problem, Change, Post-incident review, Service request, and Service request with approvals.
Only Jira admins can create new work types. They can also edit or delete existing work types.
👉 For example: The Incident work type can include unique fields like "Impact," "Affected Hardware," and "Urgency" to help teams understand and prioritize the work item. The supporting workflow can have statuses like "Escalate" or "Contact Vendor" to streamline resolution and ensure prompt communication and action.
👇 Here are some of the default work types in Jira Service Management.
A work type can have multiple associated request types, but a request type can only be associated with a single work type.
You can enable the Similar requests feature, which adds a panel on every work item linking to other, similar requests, problems, incidents, and more. This can help agents see how the team has addressed a similar work item in the past.
Define business processes with workflows
All tickets transition through different stages of work from creation to completion. The path a ticket takes is called a workflow.
Each workflow contains statuses, the steps that describe the state of the task, and transitions, how the work moves between the tasks. A work item moves through these during its lifecycle. This represents the work processes within an organization.
👉 For example: A simple workflow would be To Do, In Progress, and Done.
Stay informed with notifications
Notifications send for events, like a change in the status of a ticket. Notifications enable teams and customers to stay on top of relevant events occurring in Jira Service Management, allowing them to act quickly.
Various events can trigger a notification.
👉 For example: Notifications can trigger when a request is submitted, an approval is needed, a comment is added, or a ticket is resolved.
👇Here’s an example of a notification that a team member received after a request was submitted.
Triage customer requests with queues
Customer requests become work items that you can view and work on in queues. Jira Service Management comes with default queues that the project admin can update to automatically triage work items for your team. You can see how many work items are in each queue, and switch between queues to work on the right items at the right time.
👉 For example: The HR team has queues to organize employee onboarding requests, questions for HR, and more.
👇 Here’s an example of a queue in the Human Resources service project.
Prioritize requests with SLAs
A service-level agreement, or SLA, refers to a commitment made between a service provider and its customers regarding the level of service and support that will be provided. Project admins can define SLAs by outlining precise targets, expectations, and responsibilities. SLAs help teams prioritize which requests need to be resolved first and the timeframe to complete them.
👉 For example: The IT department has an agreement with customers that the time for the first response for a high priority ticket submitted on a weekday is 30 minutes.
👇 Here’s how SLAs appear in the queue. Each work item shows the date and time it should be resolved.
