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Creating a Board in Service Management

Robynne Barnard November 6, 2023

I have recently moved a project from Jira Work Management to Jira Service Management. I would like to implement a board in this workflow. I saw that the help box suggested using features and turning on the Board Toggle. However, this did not seem to work - does anyone have any suggestions?

5 answers

0 votes
Marie-Josee Parent May 30, 2024

It would be nice if we could create multiple boards in JSM, I understand that filters do the same thing, but right now in the old server version we have the option.

Atlassian should have kept this option

Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 30, 2024

@Marie-Josee Parent -

Keep in mind that JSM (by default) manages issues via queues within each project.  However the ability to create boards (KANBAN/SCRUM) can still be done where you can create and setup.

Afterward you can make those boards by adding the board URL links to the JSM projects.

Question - You are using CLOUD env right, what do you mean by the old server based env (Data Center) having the option?

Best, Joseph Chung Yin

Marie-Josee Parent May 30, 2024

Yes we are in cloud instance, in the old version of helpdesk there was a button in the menu called board because you could create several, but in JSM there isn't this option 

Snag_477a4666.png

Yes, we have a board linked to the project, but there is no possibility of creating another table. The option as in JIRA software, for example

Snag_477cdc82.png

0 votes
Sarah Wright April 15, 2024

Boards are available in JSM projects via a feature toggle that the OP was probably using. Since rolling out they have been moderately enhanced with additional functionality but (as of this posting) unlike a JSW board they cannot be based on a filter or pull from multiple projects. 

0 votes
Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 6, 2023

Hello @Robynne Barnard 

You said

using features and turning on the Board Toggle. However, this did not seem to work

In exactly what manner did this "not work"? Are you unable to see the option in the Features area of the project? Did you not get the type of board you were expecting?

0 votes
Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 6, 2023

@Robynne Barnard -

What kind of boards (dashboard, Kanban/Scrum),  that you are trying to create?  By design - In JSM project, issue management is done via Queues and not via Kanban/Scrum board.  The latter boards are used for Jira Software application projects.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

0 votes
Andreas Alexandrou November 6, 2023

Hello Robynne,

As per documentation below, Jira Service Management projects do not include boards, however, if you also have Jira Software on your site, it is possible to create a board and fill it with service project requests.

https://confluence.atlassian.com/jirakb/creating-a-kanban-board-for-a-jira-service-management-project-1001823609.html

Kind regards,
Andreas Alexandrou

Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 6, 2023

@Andreas Alexandrou 

Your answer is incorrect. A new feature is being rolled out to enable a kanban-like Board feature for JSM.

https://jira.atlassian.com/browse/JSDCLOUD-8389

This functionality has already been rolled out to some sites, though it does not appear to have been announced in the weekly Blogs.

Screenshot 2023-11-06 at 1.16.39 PM.png

Andreas Alexandrou November 7, 2023

Hello @Trudy Claspill , thanks for pointing this out and for the information provided. 

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