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Can I integrate the service ticket queue with a kanban board?

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Oct 23, 2023

I am setting up a Kanban and was wondering if I could automatically populate a swim lane with incoming tickets from the queue. Specifically, I want a ticket to be submitted to our queue and have an issue created. It would be awesome if there was some connection set up so changes in things like Assigned To: would automatically update if changed and there's a hyperlink to queue, but just having a card created would be sufficient. Thanks!

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Danut M [StonikByte]
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Oct 23, 2023 • edited

Hi @terry_mickail,

If you have both Jira Software and Jira Service Management you can create a Kanban board that displays the tickets from the queue. First create and save a filter that returns the issues/tickets from the queue and then create a Kanban board based on this filter. As a result the tickets from the queue will appear on the board and, very important, you don't need to create a new issue for every ticket (so no duplication).

For tracking / reporting purposes, you could then display the content of the Kanban board on a Jira dashboard by using the Team Wallboard gadget offered by our Great Gadgets app.  

Then, for fully tracking the metrics specific to Kanban / ITSM projects (cycle time, lead time, CSAT, resolution time, SLA, etc), you can complete the dashboard with other charts offered by the same app. 

Just have a look over this blog article: An effective dashboard for Service Desk and Customer Support teams in Jira Service Management 

I hope this help.


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Oct 24, 2023

Thanks! This is very helpful. We're just looking at different ways of organizing our various tasks. They have a workflow now but it's non-centralized, so when someone is out, we can cover all the bases. Thanks, again!

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Trudy Claspill
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Oct 23, 2023

Hello @terry_mickail 

Welcome to the Atlassian community.

When you say you are "setting up a Kanban" do you mean you are creating a Software project with a Kanban board, separate from your Service Management project?

Do you really need a separate project, or do you just want to see the information from your Service Management project in a kanban board?

If you really need a separate Software project, do you really need to replicate the Service Management issues in it? Or do you just want to also see those issues in your Kanban board?

Also, if you really need a separate Software project, are you going to have it created as a Company Managed project (created by a Jira Admin) or as a Team Managed project?

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