Creating a Board in Service Management

[Robynne Barnard]

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?

[Andrey Ivanov]

We had a project in old server Jira. It had several absolutely different kanban boards with swimlanes for agents to organise their work better (you never have everything absolutely similar and pattern-based in every single company, can you agree?).

Today, we are migrating that project into Cloud. Unfortunately. Not to speak about uglier and bloated user interface there, the board is now restricted to 1 per service project. Meaning? Unclear.

In server Jira, there was no "Portal". In Cloud, there is. And by the approved design, we have to use Portal to give customers access to the migrated project.

So in order to have the project present in the Portal for customers, and yet, keep the migration transparent for agents' teams, we appear to have to make 2 projects: one JSM for the portal part, and one "software" just to be able to create several Kanban boards with swimlanes, using the filtered tickets from the JSM project, to keep agents' teams work organised their way.

Just as mentioned above, this looks more and more bloated the further we sink into Cloud Jira.

The purpose of some changes and designs made in Cloud Jira are controversial despite the fact there are tons of more practical feature requests that are ignored for years.

[Marie-Josee Parent]

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]

@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]

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 

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

[Andrey Ivanov]

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.

Could you please describe this? I have found an option to enable just one board for JSM project in "Features". It even was "On" by default. We had this one board from the start.

The problem is, we need multiple boards.

Having this "Board" "feature" "On", there is no visible way to "create" any new board in scope of JSM project.

What do you mean by "Create boards and afterward add board URLs into JSM project"?
Where do we create them if not in that project?

[Sarah Wright]

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. 

[Trudy Claspill]

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?

[Joseph Chung Yin]

@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.

[Andrey Ivanov]

And if there is a custom project where JSM features are required (Portal for customers) and Kanban functionality highly desired for agents?

Different companies have different processes, it doesn't look good to treat them all indiscriminately.

Having this in-flexible design looking as no more than a mere "You shall not pass" restriction, not any technical constraint, leaves quite an unsatisfied impression.

[Andreas Alexandrou]

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]

@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.

[Andreas Alexandrou]

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