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Where is the kanban board for JIRA Service Desk in the new UI?

Merging boards and projects is very confusing. I was able to create a board for whatever reason. I am not clear how it works now. I don't know where my support board is.

5 answers

0 votes
Susan Hauth Community Leader Oct 13, 2017

Hi Utku,

Service Desk projects don't natively support boards like Software projects do.  So it won't be visible on the side tab.  However, you can still navigate to Boards (top bar) and you can find your board there.

What I would suggest is add a link to the kanban board under Project Shortcuts.


Thanks Susan,

I don't see a top bar in the new design. There is no straight access to the list of all boards as far as I can see. However, the old link to the page that you mention still exists.


can you post the old like ?  I have Jira Service Desk Server version and I can't find boards at all


There are no boards in Service desk

Jack Brickey Community Leader Aug 21, 2018

@ogechi cooper,True, but if you also have Jira Core or Jira SW you have board support and can leverage for your JSD projects. 

0 votes

Hi Utku,

Take a look at the Knowledge base article Boards in the new Jira experience for a better understanding of the changes.  There is also a parent article that has some links on the right discussing various parts of the new UI that you can find at Introducing your new Jira experience.



0 votes
Jack Brickey Community Leader Oct 16, 2017

@Utku Yildirim, server or cloud? If cloud click the magnifying glass where you will find a number of options including Boards (most recent and “View all boards”.

In my opinion, the problem with new UI is, that boards can no longer be associated to service desk projects. This was possible before.

We can now either associate the board to a profile or to a separate software project. Unfortunately, both don't fit, as a new project will have a new key and a personal board makes no sense, as it's not a personal board.

So to sum up, the new UI destroyed the possibility to have boards in service desk projects, which made multiple boards in our setup just disappear, and we don't know what we should do with them now. Our workflow is completely broken.  

The articles mentioned don't adress this major issue either!

Could you please explain in detail how the service desk should play together now with software projects and agile boards?

Thx, Mike

I think you are right. It seems that Atlassian is ready to remove features from their users ... that says a lot about Atlassian's management style

This is extremely disappointing.  I evaluated Jira throughout the year and stopped in either Sep or Oct.  I acquired funding and reactivated last week, and now the primary purpose I chose Jira no longer works.

I got around this issue like this:

  • Create Service Desk
  • Convert to Software project:
    • Project Settings
    • Details
    • Project Type -> Software Project
  • Create Kanban board:
    • Boards
    • View all Boards
    • Create board
    • Kanban
    • Board from an existing project
  • Convert to Service Desk.
    • Project Settings
    • Details
    • Project Type -> Service Desk
Jack Brickey Community Leader Nov 20, 2017

I'm confused as I don't have to do this in cloud. I can create a Kanban for JSD project simply by changing the location to be my profile. I think the issue is the board for a non-SW project can't be allocated to the project's location. Not really even sure what that capabilities that provides tbh. The board will work fine for my needs. BTW, I don't think this is a new UI issue but may maybe it does behave differently. I have switched back to the old and occasionally switch back to test some things.

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