Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Why isn't there a Task Tracking Template for Service Management

I am migrating user from Jira Software to Service Management.  One of the projects our support teams uses is a task tracking project.  Why isn't there a task tracking project for Service Management?  What is the best option to have the service desk agents keep track of project tasks.  

1 answer

1 accepted

0 votes
Answer accepted

Hi @Hines Trulock ,

Jira has different flavors like Jira Software, Jira Service Management, and Jira Work Management and each of these flavors has different templates which are really just out of the box configurations to help your team get started.

JSM by default is not really meant to be a task tracker which is why the template is not available. JSM excels at accepting and resolving customer requests. Jira Work Management or Jira Software are both more suitable to track the completion of tasks/projects in the short and long term. (Jira Software being helpful to Agile teams and/or more complex configurations)

Thank you @Michael Andolfatto for your prompt response.  The goal is to reduce the amount of Jira Software users and move the support team over to JIRA Service management and have them as agents.  So if the agents have access to the work management then they would still be counted as a Jira user correct?  

Hey @Hines Trulock , if a user in your site has either a Jira Software license or a Jira Service Management license then they will automatically have access to Jira Work Management projects that are shared with them.

If a user has a Jira Software license and is given access to a Service project (or vice versa) they will still have access to the project and its issues but will not see any configurations specific to the flavor of Jira they do not have a license for. (e.g. Queues will not be visible in a Service project or Boards will not be visible in a Software project)

Afternoon @Michael Andolfatto Is Work Management included with Service Management?  I created a trail for Service Management but it seems to also added Work management.  

Correct @Hines Trulock , it's included if you have either Jira Software or Jira Service Management installed. If you have neither it can be purchased as a standalone product.

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Posted in Jira Service Management

Jira Service Management Documentation Opportunities

Hello everyone, Hope everyone is safe! A few months ago we posted an article sharing all the new articles and documentation that we, the AMER Jira Service Management team created. As mentioned ...

340 views 0 10
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you