🎉 Introducing Boards for Jira Service Management!

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Update Feb 16, 2024

Following on from our last update, we’re happy to announce we’ve also released swimlanes for boards. A swimlane is a horizontal grouping of issues on your board which can be based on request types, assignees or other categories using Jira Query Language. Find out how to create swimlanes for your board.

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Update Feb 8, 2024

We’re thrilled to announce that we’ve just added quick filters to boards. Quick filters allow you further filter the issues on your board. Your board comes with one pre-configured quick filter for “Only my issues”, and you can create more using Jira Query Language (JQL). Find out how to create quick filters for your board.

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Hello Atlassian community!

We’re excited to announce Board view of issues in Jira Service Management – one of your top requested features! From your Jira Service Management project, you'll be able to visualize work in a centralized kanban board so you can track, organize, and prioritize your service project’s issues. And it’s now available for users on all plans of Jira Service Management!

Getting set up

Existing projects - add a board to your project

To add a board to your existing project, you’ll need to turn on the feature. You need to be a Jira or project admin to do this. To add a board to any of your current projects:

1. Go to Project settings, then select Features.
2. Use the toggle to enable Board under Feature lab.

Set up your board’s columns

Your board comes with three columns: To Do, In Progress, and Done. You can rename these, or delete or add columns if you wish. You can also choose which workflow status or statuses each column is mapped to. You can assign multiple statuses to a single column, reducing the number of columns your team uses when moving cards across your board.

Using boards

Transition issues

You can transition issues simply by dragging and dropping cards. When you start dragging a card, you’ll see that the backgrounds of some columns turn blue. You can only drag the cards to these columns. To transition the issue to a new status within the same column, drag the card into the Transition to section at the top of the column.

Filter issues

You can use filters to make your board show only the issues you want to see. Initially you’ll be able to filter by the status of the issue, the request type or by issues that are assigned to you. We’ll be adding the ability to create your own filters soon.

Choose how to open issues

When you select an issue on a board, by default it will open up in a modal, giving you a focused view of the issue with all of the fields. If you prefer, you can choose to open issues in a sidebar view which allows you to quickly get more context on an issue without losing sight of the board.

What’s next

This is our first release of Boards for Jira Service Management and it won’t be our last!

More board settings

In the coming months we will be providing more settings options, for Project and Jira admins to configure boards further, including:

• swimlanes – group issues together
• card colors – assign colors to cards to help your team identify issues easily
• quick filters – create additional options for users to easily filter the issues on their board
• general settings – view and edit the board’s details and set permissions
• card layout – customize the fields that appear on cards

Limitations

There is currently a limit on Boards, which supports up to 5,000 open and recently closed issues per project. If you have a project of this size or larger, the board view will not currently work for your project. We’d love to hear from you via the comments if you have projects of this size or larger, as we work to resolve this limitation.

[Dave Mathijs]

This is great news. Please include the Team field in grouping and filtering.

[Todd Thomas]

This is amazing. It seems to bring in a key feature from Jira Software, which will be extremely useful.

Our team has always wanted to exclusively use JSM for project management and non-customer related issues and this gets us even closer to this reality. Will there be other Jira Software features merged into JSM? Is the ultimate goal to incorporate most/all of the Jira Software functionality into JSM? 

[Hana Kučerová]

Wonderful!

[Steve Rhodes]

We have a JSM project that seems to be hitting the 5000 limit, as the board is empty when i activate it. For other JSM projects this does work. Being able to adjust the board filters like Software may help with this. Even when i use the Only My Issues quick filter it doesnt work.

[Rachel Crossman]

Hi @Steve Rhodes,

Thanks for letting us know, and sorry that the board isn't working for this project for you!. We're working on a couple things that should help here: general settings (set the filter for the board) and multiple boards. Do you think that will suit, or will you have need for a single board to show all issues in the project?

Thank you,

Rachel

[Rachel Crossman]

Hi @Todd Thomas,

Thank you for the comment, and glad to hear this feature will be useful for you and your teams!

Are there any particular Jira Software features that you're looking for in Jira Service Management? We're not planning to make them the same/bring all the same features over. But I'd love to know more about what features you're looking for that we could consider for Jira Service Management!

Thank you,

Rachel 

[Rachel Crossman]

Hi @Dave Mathijs,

Thank you for the comment! Great suggestion on the Team field as a filter and grouping option, we'll review this as we're working on filters and grouping. Do you have the Team field on the issues in your project/s?

Thank you,

Rachel 

[Viswanathan Ramachandran]

This is great. Which version of JSM brings this ? Can we have in DC?

[Paul Krueger]

Is there a way to have more than one board?

[Justin Warwick]

I second @Viswanathan Ramachandran 's remark and questions. We are Data Center customers, and we definitely have a desire for this feature. @Rachel Crossman : is the "Boards for Jira Service Management" feature on the JSM for Data Center roadmap? If so, approximately, upon what release and/or date would we likely see it become available?

[Peter Fredebold]

We've been using a JSW project as our "Host" for our ServiceDesk Board due to legacy and cross-project reasons - having the Boards with JSM is a great addition, but we'll definitely want to have Swimlanes to group together certain (custom-defined) types of requests and order them by priority, plus having Quick Filters at least for each Employee, but also quickly removing a single Issue type from view (-> Bug reports for our Software go through the Service Project as well, but tend to "flood" our Helpdesk, so filtering them away to surface "more important" Tickets is a key requirement.)

[Dave Mathijs]

@Rachel Crossman Right now, we're still using custom fields for Teams. Once the Atlassian Team field has more features, we're considering a switch to the default field.

Especially for JSM, we're always using "teams" for support. Also in JSW, the "team" field can be used for projects.

[Mateus Martins]

Thats is so nice! Thanks Atlassian team for bringing this and @Rachel Crossman for letting us know and teaching us how to use in such a good manner.

@Rachel Crossman , could you inform us what "recently closed issues" would actually translate to? So we know if it will work on our projects.

Thank you very much!

Cheers,
Mateus

[Kelsey Nichols]

Loving the new board feature so far - and super excited to hear that swimlanes and colour coding are coming soon! Great stuff

[Rachel Crossman]

Hi everyone,

I’m pleased to let you know that we’ve just started releasing Quick Filters, and you should see that under Configure Board menu, this week/next!

Thank you,

Rachel Crossman

Senior Product Manager - Jira Service Management

[Ariel Kauan]

2 interesting features would be:
* Have the option to add frame subfilter (in settings). This way, when you open the board, it will only load what I want to see (without always having to apply quick filters). And it solves the +5000 problem if we can add a condition.
* Having the possibility of having more than 1 board (as exists in Jira Software).

[Paul Fortner]

Thanks for adding this. Is there a way to rename the board? I would have expected it under 'configure board' but can't seem to find the option.

[Laima Kuzmauskiene]

Hi. Very good feature but we can't still use it at all due to limitation :( 

We have larger projects.

[Jeramy]

I would love to see this feature come to Data Center customers. :)

[Florian Müller]

Thx a lot for this improvment! 

[jchuet]

GreenHopper is back 😉

[P_D_ Foerster]

Can you please elaborate more on what exactly is new with these JSM boards apart from being able to set the board location to a Service project and not a Software project?

Why is the alleged different implementation (no  swimlanes, card colors etc. yet) necessary instead of reusing the existing one for Jira software like it is the case on server?

[Brad Wood]

Has anyone run into problems with visibility for JSM boards?  I have a project that I enabled the board feature, but no other users besides myself can view the board.  Is this expected behavior, or perhaps is there a permission that needs to be enabled?  I have reviewed the configuration options for the board but am not seeing anything that controls visibility.

[Rafa]

Now if you could add sorting... having many cards in the board, with the oldest always at the top... is bad.

Update: As of April or May 2024, the boards in Service Desk projects now have same "board query" configuration as in Jira Software, so the board tickets can be sorted like

ORDER BY duedate ASC, cf[10030] ASC, Rank ASC

[Megan F.]

Any idea when Jira expects to release the ability to customize the cards in Jira Service project boards?