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Kanban board in jira service desk

Good afternoon,


I get really confused by boards. Documentation still writes about the 'board menu' or the 'view all board' search results. As far as i know it has been out of the navigation bar.

I want to create a kanban board either in or for my service desk project. We own jira software, servicedesk and confluence, all cloud. I think i am supposed to make a new project with a board to create the kanban board functionality, but how to i send the tickets from the servicedesk to the board?


Do I understand the process correctly? Can you guys help me with the process since i can not find most of the buttons and options written in the (outdated (?)) documentation.

3 answers

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Jun 26, 2020

Hi @Robin Renkema 

You can access the list of available boards or create a new board from the option available as below for a Software project (Click on the down arrow available for the default board).

Or just access the URL https://<site-url>

Screen Shot 2020-06-26 at 9.35.38 AM.png


Kanban boards are something meant for the Software projects, not service desk. We classify the service desk requests statuses by defining the queues which will available only for the agents.

For any reporting purposes or status overview, we rely on the dashboard gadgets. You will need an agent license to transition a service desk request which will enable to access the queues. Or if you are just a Jira user, you can use a project customized dashboard to see the list of request, current status ..etc 

Thanks for the information. It is helpfull and gave me some new information what i did not know yet about boards. Also the url is quite helpfull.

Still confused as you said boards are not meant for servicedesk. The documentation from 24 of april states that it is supposed to work right?

Like Gayan De Silva likes this
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Jun 29, 2020

Hi @Robin Renkema 

Yes, you can create Kanban boards out of Service Desk project.

What I meant is that, you can also consider using Agent Queues or Dashboards for data visualization. Kanban boards were originally designed for Software projects.

If you find it helpful for organizing your tasks, then there is no problem with using it.

Like # people like this

Ah thanks. I tried it and it does indeed work the way I want it.

Hi Robin,
do you mind telling me how you managed to do that. I am getting desperate with the task and would like to have a service desk also in Kanban view.
Thanks a lot and greetings

Like Pierre Sosa likes this

Sure thing!


1. Create a new classic software project called boards for example. use the Kanban template. This project will be used as a container project to store boards.
(A classic software project can contain 1 or more boards)

2. Now open the following url: <site> and click on "Create board"

3. Click 'Create a Kanban board' ->

4. Choose one of the following:

  • Board from existing project
  • Board from an existing saved filter

(test out which method you like the most)

Now you have the servicedesk in a Kanban format. From there you can change the settings of the board itself:

Schermafbeelding 2021-01-05 165057.png

You can add '<site>' to your atlassian start menu/ breadcrum menu (the one in the top left corner) by clicking it and selecting manage list:

Schermafbeelding 2021-01-05 165534.png


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thanks for the great instruction, I understand this works only with Software? To bad I am using only Service Management, so I guess this will not work without Software?


I think not. You are suppose to be able to make a 'software' project.

Can you access '<site>' without Jira software?

If not, then i think it is not possible.

damn, I remeber it was possible in the past... I don't get it, why its not possible by standard.

Just click on My Work once your in your JiraSM project. There's an option for Boards, where you can then create a new board. It's contained within your JiraSM project.

Like Jon Cheyne likes this

where is my work option ? i dont see it on the service desk project @Scott Priest 

Hello. According to Atlassian support, the best way to get attention on this issue is to comment on the following suggestion:


It is currently in the "Gathering Interest" phase of their workflow. Please spread the word, and take a moment to comment on this ticket.

Late to this party, but FYI you can create a slightly less functional board on a custom dashboard. Just add a "Agile Wallboard Gadget".

Also, custom dashboards can be shared organization wide so everyone can have access to your "Faux Kanban Project 1 Dashboard".

Not a true solution but a partial band-aid.

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