How to see a list of Tasks (not Incidents or Service Requests)

[mct]

Evaluating JSM so just getting the hang of it.

If I create either a service request or incident, these are readily accessible from the left side menu for "Incidents" and "Service requests".

However if I create a generic "Task", this succeeds, but there is no sidebar menu entry on the left for this type of issue. What am I missing here?

[Eduardo Anflor - MindPro · Accepted solution]

Hi, @mct 

Welcome to the community.

JSM has these options as default as it focuses on managing these types of services. The key point is to understand what you are trying to reach out to. If you are only dealing with simple tasks as a routine, maybe the product for you would be Jira Work Management, which is exactly designed for this purpose. 

If you are looking for a tool to manage your service desk activities and organize your support activities, then you can create JSM queues that fit your needs. The queues appear in the left menu, and you can name them as you need.

However, JSM queues are a bit limited on the project, and issue types you can add to the filters. If you are open to a marketplace solution, I recommend you to try Mindpro Lineup.

With this app you can create a queue for multiple project and issue types, and add subfilters to it, permitting users to access each of the subfilters created, so they can save their filters based on the main queue. The subfilters will appear as tabs inside the related queue. 

You can also create other criteria to separate or create the subfilters, as per your needs.

I hope that helps.

Eduardo

[mct]

Thanks - I hadn't got as far as looking into Queues but I can see now how these provides a number of filtered views across issue types, which is really what I was looking for.

We are already intending to use std Jira for software work, and JSM for service desk to complement it - in the latter case we do need to have an issue type that corresponds to an ad-hoc task to be done in service context.

[Robert DaSilva]

Hi @mct , welcome to the Community!

JSM is mostly focused around IT teams and the ITSM service model. There isn't much flexibility right now to add specific issue type views directly on the left sidebar.

What I would recommend to see all of your Task issue types would be to create a "Queue" inside of the Queues list. Here you will need to build a JQL filter that only displays Task type issues, and then you can filter down as you see fit.

Here's a quick guide on how you can create a new Queue: https://support.atlassian.com/jira-service-management-cloud/docs/create-a-new-queue/

While you're evaluating JSM, it's important to recognize that JSM has been designed mostly around receiving requests from internal or external users.

If you're looking for more straightforward task tracking, it might be better to look into a Jira Work Management or Jira Software project instead. These are more focused on the flow of individual tasks, instead of responding to customer requests.

Hope that helps,

Robert

[Hannes Obweger - JXL for Jira]

Hi @mct

welcome to the community!

Just to add to @Robert DaSilva's great answer:

If you're open to solutions from the Atlassian Marketplace, you want to have a look at the app that my team and I are working on: JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you’d do in e.g. Excel or Google Sheets. It works for all project types - including JSM projects - and gives you full control over which issues you want to see.

This is how it looks in action:

As every JXL sheet is powered by a JQL statement or saved filter, you have full control over which issues you want to have included in a sheet. Sheets are easily accessible from the project sidebar, and you can have as many of them as you want.

I should also add that JXL can do much more than the above: From support for configurable issue hierarchies, to issue grouping by any issue field(s), sum-ups, or conditional formatting.

Any questions just let me know,

Best,

Hannes

[Marc - Devoteam]

Hi @mct 

The sidebar options are based on enabled JSM features related to ITSM management.

These features provide option in the project, you can decide if you want to use these features or not.

See more details on the features here, https://www.atlassian.com/software/jira/service-management/features