There is no 'issues' tab or issues navigator on JSM boards, but the guides say there is?

[Kaleb]

Either I am missing something or their documentation is seriously out of date. which is super frustrating. 

Find issues in a company-managed project

To find issues in a company-managed project:

1. From your project's sidebar, select Issues.

2. Select a pre-set filter in the sidebar, set the field filters, or both.

3. Order and sort the issues using the options at the top of the list of issues.

4. Select an issue to view or edit it.

-This is NOT true. There literally is NO “issues” button on a JSM project sidebar.

Enable the project issue navigator

The project issue navigator lets you view a list of the issues in your project, and filter them to find what you need. You can search for one or more issues using the text search field and built-in filters.

 To enable the issue navigator for your team-managed or company-managed project:

1. Go to Project settings > Features.

2. Toggle on the switch for Issue navigator.

You can toggle this feature on and off any time without affecting any of your project’s issues.

-this is also not true. I am in the features setting now on my JSM board and this is not something available to turn on???

https://support.atlassian.com/jira-service-management-cloud/docs/search-for-issues-in-a-project/

[Nadhila Savira]

Hi Kaleb,

Thank you for bringing this to our attention. I'll reach out to our documentation team to review and adapt the page to the current state of our product, as a lot of changes have been introduced along the way. I believe in your support ticket, Lauren is also escalating this page, and has given you further advice.

I truly understand your confusion and frustration here. We're truly sorry for the inconvenience you had to face.

[Joseph Chung Yin]

@Kaleb -

You are correct that the "Issue Navigator" cannot be found as a feature that one can enable it or disable it in JSM.

As you already know that JSM uses Queues for issues mgmt.  Have you explore the option of creating a new Queue to display your issues?  I know it is not ideal, but it is definitely a viable solution in my opinion.

I have raised your ask with Atlassian Support team for their inputs and also bring awareness to them that their reference article seems to be out of date/providing the wrong information.

Hope this helps.  If my suggestion helps you, please click on Accept answer when you have a chance.

Best, Joseph Chung Yin

[Kaleb]

The point of my post came from a ticket I opened. In JSM when in the queue view, you literally cannot search the queue using the KEY aka the Ticket #/ identifier. I have NEVER used a helpdesk system that cannot search ticket numbers from the queue. 

The Atlassian technician told me this isnt possible. So I went hunting to verify what they said was true. 

Come to find out EVERY JSM board has an 'issues' page. just like a software project does. But this page is hidden, and there is no navigation for it. 

its found at company.atlassian.net/servicedesk/projects/key/issues

and come to find out, on this page I CAN search the ticket-key aka ticket number PERFECTLY FINE. 

So I am frustrated that 

1. Atlassian support told me there is no current way to search for tickets using "Key"

2. There is documentation further stating that the issues section is available on JSM boards. 

[Kaleb]

@Emily _ DevSamurai @Bibek Behera @Christopher Yen 

The point of my post came from a ticket I opened. In JSM when in the queue view, you literally cannot search the queue using the KEY aka the Ticket #/ identifier. I have NEVER used a helpdesk system that cannot search ticket numbers from the queue. 

The Atlassian technician told me this isnt possible. So I went hunting to verify what they said was true. 

Come to find out EVERY JSM board has an 'issues' page. just like a software project does. But this page is hidden, and there is no navigation for it. 

its found at company.atlassian.net/servicedesk/projects/key/issues

and come to find out, on this page I CAN search the ticket-key aka ticket number PERFECTLY FINE. 

So I am frustrated that 

1. Atlassian support told me there is no current way to search for tickets using "Key"

2. There is documentation further stating that the issues section is available on JSM boards. 

Help me understand those 2 things ? 

[Christopher Yen]

The screenshots show software project which unfortunately seems to be causing the confusion.  It does say JSM in the breadcrumbs so the document seems to be miscategorized. 

But here is what the JSM sidebar looks like at least for cloud, if you click on Queues you could create queues to match what's shown in the documents screenshots.

 

If you want to see all issues from a project I usually just go to from the top navigation and select Filters > View All Issues and then add the project to the query and any other field filters I might need. 

[Kaleb]

Right so the literal documentation is wrong then. 

[Emily _ DevSamurai]

Hi @Kaleb and welcome to the community.

It seems that the part you have mentioned above is for a Software Project board, not a JSM board. Can you go check it again?

[Kaleb]

I am on JSM board. but the literal link I posted points to instruction/guide that is located in the JSM documentation...

https://support.atlassian.com/jira-service-management-cloud/docs/search-for-issues-in-a-project/

'Jira-service-managment-cloud/docs'

[Emily _ DevSamurai]

To be precise, the document provides instructions on searching for issues in a project. It includes two examples, one from the JSM board and the other from the Software project board, which causes confusion. 🤭

[Kaleb]

Where does it show example from JSM board ? Both screen shots show "software project" 

Where are you seeing an example of a JSM board on this article? 

[Bibek Behera]

@Kaleb ,

Welcome to the community.

Could you please share a screenshot of what exactly you see when you click on the project name from the Projects drop-down?

-Bibek

[Kaleb]

I am on a JSM board. it is a service project aka JSM board. but the literal link I posted points to instruction/guide that is located in the JSM documentation...

https://support.atlassian.com/jira-service-management-cloud/docs/search-for-issues-in-a-project/

'Jira-service-managment-cloud/docs'