Jira Service Desk form embeded in Confluence & ticket show in Kanban board

[Lewis]

I have use case where I'd like to create a JSM request form (to write a blog for the company). We have JSM Cloud.

My first question: is it possible to embed the form in a Confluence page?

Then, each request would become a Jira ticket (in Jira Cloud/Next Gen). Or, is it best to stay in JSM?

I would like each ticket to show up in a Kanban board. The "denied" requests would go into the "Denied" column. Each approved request would go into an "approved" column and then move through the board.

Could I get the documentation resources for this workflow, which I couldn't find.

Thanks

[Angélica Luz]

Hello @Lewis,

Welcome to Atlassian Community!

When using Jira Service Management and Confluence, currently it’s only possible to show Confluence pages in the customer portal, but not the portal in Confluence. 

There are feature requests suggesting the implementation of this ability:

• The ability to embed the Customer Portal into a Confluence Space.
• Ability to create JIRA issues from a form embedded in a Confluence view page

Please, click on vote and watch to receive updates about the feature.

Regarding adding the tickets to a Kanban board, it’s possible to create a board for JSM projects. 

• Kanban Boards for Jira Service Desk Cloud

In case you need that when a ticket in JSM is created it also creates a ticket in a Jira Software project, then it will be necessary to use an automation rule similar to the one below:

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica

[Lewis]

@Angélica Luz thanks for the guidance. 

As I'm a newbie to Jira next-gen and JSM, this is super-helpful.

Might you be able to point me to documentation relating to the core of this project: how to create the request form/portal experience?

I've searched through the documentation, but still not sure where best to start. 

This is a basic request form (to write a blogpost for the company) that will want to end up as a Jira ticket.

Thanks

[Angélica Luz]

Hi Josh,

The complete documentation of Jira Service Management is the one below where there is a link for each feature.

• Configure a classic service project as an administrator
• Manage and administer next-gen service projects

The forms are based on request types, so once you create one, you will need to add the fields for the customer to view in the portal:

• Categorize customer requests into request types
• Set up request types in next-gen projects

In this article you can find more details about what customers will see in the portal:

•  Jira Service Management Cloud - The complete guide for Customers

If there is anything else we can help you with, please let us know.

[Lewis]

@Angélica Luz We're confused at the stage:

1. Log in with an administrator account;

2. Go to boards menu;

3. Click on "Create Board";

4. Make sure to select the option "Create Board from an existing project" and select your Service Desk project;

5. Select the location as your personal space

We want the location to be a "JSM Project", not a personal space.

Is there a way to make it so that the board that exists on the GSM project?

[Angélica Luz]

Hi Josh,

The "Boards" is a feature from Jira Software, so the location for boards must be a Software project or a profile. It’s not possible to select a JSM project since there is no menu for boards on the project.

There is a feature request suggesting the implementation of this ability:

• Ability to locate Software Kanban-Boards in Service Desk Projects

Please, click on vote and watch to receive updates about the feature.