Add customers and learn how they request help. People and groups can be part of more than one role. What notifications do my customers and team receive? What are service project customers and organizations? What are reports in team-managed service projects? Learn how to add an agent to your service project. What are customer permission settings for email requests? Go to Cloud Automation documentation | Why did we do this? Board usage permissions are derived from project permissions. Sharing requests with other Jira team members, Jira user permission to comment on service project issues, Jira Service Management and Software can share custom fields, Give Jira users permission to view service project issues, Working on bug reports with Jira Software teams. Get started with Insight in Jira Service Management, Compare Insight in Cloud & Insight for Data Center/Server, How services work with Insight in Jira Service Management, Add users or groups to an object schema role, Remove users or groups from an object schema role, Add users or groups to an object type role, Remove users or groups from an object type role, Change the name or description of an object schema, Allow other schemas to reference objects from a schema, Change the name or description of an object type, Allow attributes to be inherited by object type children, Disable the ability to create objects within an object type, Enable quick creation of referenced objects, Validate object attributes in quick object creation, Filter attribute values using Insight Query Language, Validate attributes with regular expressions, Create a reference that includes child objects, View Insight objects directly from the issue view, Use Jira and Insight Query Languages with Insight, Use placeholders to replace information depending on context, Discover objects in your environment with Insight Discovery, Configure common settings in Insight Discovery, Configure pattern settings in Insight Discovery, Configure scan settings in Insight Discovery, Configure credential settings in Insight Discovery, Update Insight Discovery and the Insight Discovery collector, Configure the Insight Discovery collector, Object hash settings for Insight Discovery, Export data from Insight Discovery to Insight Cloud, Import objects into Insight in Jira Service Management, Prepare your data for importing into Insight, Automatically create object types and attributes, Create objects from data using object type mapping, Create attributes and references from your data, Create a parent and child hierarchy for your data, Migrate Insight Cloud to Insight in Jira Service Management, Merging Opsgenie with Jira Service Management.

How is ITIL used in Jira Service Management? Learn how to add or remove customers and group customers into organizations. Since group membership can only be edited by users with the Administer Jiraglobal permission, project administrators may prefer to assign users, rather than groups, to their project roles. How do when, if, and then statements work for automation? What are approvals in team-managed projects? How are queues used in Jira Service Management? Administer company-managed software projects. For example, creating sprints, ranking issues, etc. Add a work category to any of your service projects, Remove a work category from your service project. Auto-schedule issues on your Advanced Roadmaps timeline, Create different planning scenarios in Advanced Roadmaps, Enable and disable scenarios in your Advanced Roadmaps plan, Rename, edit, and delete scenarios in Advanced Roadmaps. For information on creating and using project roles, seeManaging project roles. Set up notifications in team-managed projects. Plan and view cross-project work with Advanced Roadmaps. Jira Service Management has various user types and roles based on a combination of licensing, global permissions and project permissions. Add reports to a dashboard in team-managed service projects, Delete a report in team-managed service projects, Collect CSAT metrics in team-managed service projects, Turn on customer feedback in team-managed service projects, Visualize customer feedback in team-managed projects, Use service level agreements in team-managed projects, Create a new SLA calendar in team-managed service projects, Create and edit SLAs in team-managed service projects, Learn about the IT service management template, Test, explore and learn with your sample space. What is a report series in team-managed service projects? Learn how to succeed in your role as a service project agent. add attachments and delete their own attachments, add internal comments to issues and delete their own comments. Learn about ITSM and the strategic approach to designing, delivering, managing, and improving the way businesses use IT. Plan and view work across multiple teams, projects, and releases with Advanced Roadmaps. How can service project and software teams work together? These permissions can differ between applications. Use the issue view in team-managed service projects, Link issues, pages, and app content from the issue view, Watch and share issues from the issue view, Move an issue through its workflow from the issue view, Talk to the customer or team members from the issue view, Best practices for IT teams using Jira Service Management. Agents are licensed users who work on customer requests and add customers to the service project. How can I add and manage internal stakeholders? Add a dependency from your timeline in Advanced Roadmaps, View a specific dependency on your timeline, View all of an issues dependencies on your timeline, Change how Advanced Roadmaps displays dependencies, Remove a dependency from your timeline in Advanced Roadmaps. What are Time estimates (days, hours, minutes)? Unlike groups, which have the same membership throughout your application, project roles have specific members for each project. What are default reports in team-managed projects? Should I merge Opsgenie with Jira Service Management? Enable agile features in team-managed projects, Search for issues in a team-managed project, View and understand the team-managed burnup report, Understand the team-managed cumulative flow diagram, View and understand the team-managed velocity report, View and understand the team-managed sprint burndown chart, Specify a date range for your deployments, View and understand your cycle time report, View and understand your deployment frequency report, View and understand your deployment insights, Manage and administer team-managed projects, Create, edit, and delete team-managed projects, Manage how people access your team-managed project, Set up issue types in team-managed projects, Customize an issue's fields in team-managed projects, Available custom fields for team-managed projects, Manage custom filters in team-managed projects, Connect your team-managed board with Bitbucket, Manage Atlassian Marketplace apps in team-managed projects, Add people to Jira Software from Google, Slack, or Microsoft, Customize notifications in team-managed projects, Manage how work flows in your team-managed project, Create, edit and delete statuses in team-managed projects, Manage issue transitions in team-managed projects, Add or remove workflow rules in team-managed projects, Available workflow rules in team-managed projects, Create and edit multiple workflows in team-managed projects, Set up a workflow in a team-managed software project. What is the Dependencies report in Advanced Roadmaps? Enable capacity planning in Advanced Roadmaps, Capacity in scrum vs. kanban teams in Advanced Roadmaps, Change iteration capacity from your timeline, Monitor capacity on your Advanced Roadmaps timeline, View and edit releases in Advanced Roadmaps, Create a single-project release in Advanced Roadmaps, Create a cross-project release in Advanced Roadmaps.

Board administration can be assigned to groups or users. Customers are unlicensed users who send requests to your service project through the portal, email, or widget. What is the change management workflow in service projects? All Jira applications allow a variety of permissions: from whether users can create new projects to whether a user can see a specific type of comment on an issue. Help customers as a service project agent. You'll see all the people and groups associated with each project role. Can I use custom fields to track progress of my project? What does the progress bar on my roadmap show? Set up your service project in a way that empowers your agents and your customers get help for their requests. Use the old issue view to resolve customer requests, See who's involved in an issue in the old issue view, Take action on an issue from the old issue view, Add request participants from the old issue view, See the details of an issue using the old issue view, Talk to customers or team members from the old issue view, Move an issue through its workflow from the old issue view, Approve or decline an issue from the old issue view, Sort an issue's activity in the old issue view, View, sort, and edit issue activity in the old issue view, Manage your incoming requests with queues, Add comments to multiple requests at the same time, Assign multiple requests at the same time, Delete multiple requests at the same time, Transition multiple requests at the same time, Write and share effective knowledge base articles, Add a knowledge base article to multiple categories, Feature knowledge base articles in your help center, Search for a knowledge base article from the issue view, Share knowledge base articles with customers. How does project setups differ in team-managed projects? What is Insight in Jira Service Management Cloud? How can I find and resume work using the navigation bar? This page contains instructions for managing membership ofexisting project roles. To add people or groups to a project, select. For example, changing columns, customizing cards, etc. What do the symbols in Advanced Roadmaps mean? Advanced search reference - JQL functions, Advanced search reference - JQL operators, Advanced search reference - JQL developer status, Search for Advanced Roadmaps custom fields in JQL, Add files, images, and other content to describe an issue, Use custom emojis to help describe an issue, Download all attachments in the attachments panel, Switch between the strip and list view for attachments, Use the dot menu to work with issues using your keyboard, Delete all attachments in the attachments panel. Access helpful features from your sidebar once youre in your service project. Users in your service project are people who work on or send requests. Configure columns and statuses in your team-managed project, Assign statuses and edit columns in a team-managed project, Manage columns and statuses in team-managed projects, View and understand insights in team-managed projects, Understand insights on the backlog in team-managed projects, Understand insights on the board in a team-managed project, Common Jira Software configurations for Advanced Roadmaps, Change your Advanced Roadmaps plan settings, How Advanced Roadmaps shows issues on your timeline. Learn how to manage assets and configuration items with Insight in Jira Service Management. Change your service project's default language, Add, update or review translations for email templates, Help customers set their language preferences, Keep track of your team's items with asset management, Customer permission to link assets from the help center, Change the name of the linked asset field, Integrate your service project with other products and apps, Integrate Jira Service Management Cloud with Zapier, Connect Jira Service Management Cloud to AWS Service Catalog, Give your team access to additional features, Add Services, Alerts, and On-call to your navigation sidebar, Learn how company-managed and team-managed projects differ. This diagram illustrates how permissions are assigned to users: A user with the Jira System administrator permission, A user in a group with System Admin access. What do agents do in Jira Service Management? How do I create an impact urgency priority matrix? What can I do to improve the way customers report bugs? What are partial rollups in Advanced Roadmaps?

Use the issue view in company-managed service projects, Update issue details from the new issue view, Move an issue through its workflow from the new issue view, Link subtasks, issues, and pages from the new issue view, Watch, vote, and share issues from the new issue view, Talk to the customer or team members from the new issue view, Approve or decline a request from the new issue view, Respond with an article from the issue view. There are three types of permissions in Jira applications, and they range from the high-level to granular: Permissions can be assigned to groups or to project roles/and or issue roles. Collaborating with teams in other Jira products, Create linked issues to collaborate with other Jira products. Permissions are different from application access, which is controlled by groups that have Use access for an application. Board usage permissionscover functionality for the usage of a board. Managing service requests in your IT service project. Jira Service Management has licensed and unlicensed users. Show or hide dependencies on your roadmap, Create or remove dependencies on your roadmap. What are customer satisfaction surveys (CSATs)? This is described in more detail below. When you sign up for any Jira product, the administrator role is automatically created, along with project roles specific to each product. Board ownership does not play a role here. Jira products share a set of core capabilities that you'll want to understand to get the most out of Jira Service Management. You can also use project roles to restrict how much access certain users or groups have. Refine the dependencies report in Advanced Roadmaps, Enable warnings in your Advanced Roadmaps plan, Troubleshoot warnings on your timeline in Advanced Roadmaps, View the warnings center in Advanced Roadmaps, Change how Advanced Roadmaps displays your timeline data, Add, edit, and remove columns in Advanced Roadmaps, Filter issues on your Advanced Roadmaps timeline, Add color to issues on your Advanced Roadmaps timeline, Group issues on your Advanced Roadmaps timeline, Search for a specific issue on your timeline, Change how Advanced Roadmaps sorts your issues, Manage and delete views in Advanced Roadmaps, Show full hierarchy while filtering issues on your timeline, Review and save changes in Advanced Roadmaps, Discard changes made in Advanced Roadmaps, Troubleshoot warnings in Review Changes modal, Share and export your Advanced Roadmaps plan, Embed your Advanced Roadmap plan in a Confluence page, Embed your Advanced Roadmap plan on a non-Confluence page, Create a direct link to your Advanced Roadmaps plan, Export Advanced Roadmaps plan data as .csv, Set up the AWS SageMaker pre-trained model, Deploy AWS CloudWatch alarms with Bitbucket, Integrate Snyk into Atlassian Open DevOps. What are compatible and incompatible issue types? If you create a board viaBoards (in header) > Manage Board, you will not be able to share it, unless you have the 'Create Shared Objects' global permission. Document known errors in your knowledge base. With team-managed service projects, your teams can manage their own work and process, without having to reach out to a Jira admin. Organize your request types into portal groups, Involve the people who use your service project, Add your customers so they can raise requests, Add your service project agents to work on requests, Visualize trends in your service project with reports, Create a custom report for your service project, Permissions for your service project and Jira site, How customer access settings impact project permissions, Change access settings for your customers, Set up your service projects to meet compliance needs. How do company and team-managed workflows differ? Align cross-project release dates in Advanced Roadmaps, Manage Teams in your Advanced Roadmaps plan, Create and add teams in Advanced Roadmaps, Convert plan-only team to a shared team in Advanced Roadmaps, View and edit teams in your Advanced Roadmaps plan, Remove and delete teams from your Advanced Roadmaps plan, Associate a team to an issue source in Advanced Roadmaps, View and manage dependencies in Advanced Roadmaps. Show or hide releases on your project roadmap. raise requests through the portal, email, or widget, share requests with other customers(if allowed bycustomer permissions). What service request workflows come with my service project? What are the advantages of sharing custom fields? Follow proven patterns for setting up Jira Service Management for IT and software development teams. How issue and request types differ in team-managed projects. Learn how to set up Jira Software Cloud and integrate it with other products and applications. Agents are added to the Service Desk Team role in your service project. Enable and disable the progress monitor in your project, Change color of issue schedule bars on your roadmap, Change how many completed issues show on your timeline, Add your roadmap to a Confluence Cloud page, Troubleshoot the roadmap for company-managed projects, Troubleshoot the roadmaps for team-managed projects, Manage insights in a company-managed project, Understand backlog insights in company-managed projects, Understand insights on the board in company-managed projects, Construct cron expressions for a filter subscription, Use advanced search with Jira Query Language (JQL). How is a service catalogue used in my IT service project? For example, you may want to send notifications to a specific set of people associated with your project, and by adding them all to a project role, you can then use that project role to control who receives the notifications. Board administration permissionscover functionality for changing the configuration of a board. Work in Jira Software Cloud agile projects. Make an issue type compatible with an ITSM work category, Manage your request types and ITSM categories, Using work categories in IT service management projects. Who does the Automatic assignee option assign an issue to? What are capacity and velocity in Advanced Roadmaps? How does the role of admins change in team-managed projects? Integrate your issues and development tools, Reference issues in your development work, View development information for an issue, Search for an existing or shared dashboard, Learn about changes coming to your Jira Cloud experience, Upcoming changes: Epic link data above the epic level, Upcoming changes: 'epic-link' replaced with 'parent'. Customize fields in your IT service project. Create a custom report in team-managed service projects, Edit a custom report in team-managed service projects, Export reports in team-managed service projects. After this, Jira administrators can define and manage these project roles. Assign, unassign, or move request types from a work category, Use chat and video tools to resolve incidents as a team, Create or join conference call from an incident, Set permissions for the Incident Command Center in Opsgenie, Connect a new Slack workspace to your service project, Connect Microsoft Teams to your service project, Add or remove the responders field from your service project. Move a request to another service project, Use advanced search with Jira Query Language (JQL), Advanced search reference - JQL functions, Advanced search reference - JQL operators, Use basic search and filters to find requests and issues, Construct cron expressions for a filter subscription, Overview of Jira Cloud keyboard shortcuts, Get to know asset and service management with Insight. Add teams and releases to your Advanced Roadmaps plan, Create different views of your Advanced Roadmaps plan, How Ted uses Advanced Roadmaps - scenarios and capacity, How Veronica uses Advanced Roadmaps - cross-project planning, Configure Jira Software for Advanced Roadmaps, Enable custom fields used in Advanced Roadmaps in Jira, Configure custom hierarchy levels in Advanced Roadmaps, Configure Dependencies in Jira for Advanced Roadmaps, Set up Advanced Roadmaps and change plan settings, Set an exclusion rule in Advanced Roadmaps, Change the number of completed issues in your plan, Add and view custom fields in Advanced Roadmaps, Delete custom fields in Advanced Roadmaps, Use sequential or concurrent dependencies in your plan, Types of permissions in Advanced Roadmaps, Limit who can edit and view your plan in Advanced Roadmaps, Manage inherited Advanced Roadmaps permissions, Configure the auto-scheduler in Advanced Roadmaps, Performance recommendations for Advanced Roadmaps, Manage and edit issues in Advanced Roadmaps, Link issue to a parent in Advanced Roadmaps, How Advanced Roadmaps handles completed and resolved issues, Edit multiple issues in bulk on your timeline, Track progress using estimates in Advanced Roadmaps, Track progress using issue count in Advanced Roadmaps, Estimate and schedule issues in Advanced Roadmaps, Schedule issues in Advanced Roadmaps according to sprints, Schedule issues in Advanced Roadmaps using start/end dates, Schedule issues in Advanced Roadmaps according to releases. Approvals in company and team-managed service projects, Migrate between team-managed and company-managed projects, Get the team-managed Jira Service Management experience, Create, edit, and delete team-managed service projects, Set up request types in team-managed projects, Set up an online portal in team-managed projects, Set up portal access in team-managed projects, Customize the portal in your team-managed projects, Customize your help center in team-managed service projects, Add announcements to your portal or help center, Group request types in the portal in team-managed projects, Let agents add announcements in team-managed projects, Set who has permission to send requests to your portal, Receive requests from emails in team-managed projects, Add request participants by email in team-managed projects, Add a custom email account in team-managed projects, Manage domains and email addresses on your blocklist, Customize request fields in team-managed service projects, Available custom fields for team-managed service projects, Add or remove people from your team-managed service project, Manage how people access your team-managed service project, Overview of permissions in team-managed service projects, Add and remove customers in your service project, What are customers and organizations in your service project, Add a customer to a team-managed service project, Remove a customer from a team-managed service project, Manage how work flows in your team-managed service project, Create, edit, and delete statuses in team-managed projects, Manage workflow rules in team-managed service projects, Manage transitions in team-managed service projects, Available workflow rules in team-managed service projects. How impact and urgency are used to calculate priority. Request approval from Change Advisory Board (CAB) members, Enforce an approval step for change reviews, Customize the default change management workflow, The incident management workflow for service projects, Default fields in the issue view of an incident, Link incident records to a task in another project, Customize your incident management workflow, Best practices for automatically prioritizing requests. For example, developers who help support staff analyze a bug and add a comment that explains the cause and any workaround available. How do customers send requests to your service project? Who receives notifications for team-managed requests? What can I do to help customers find the right request type? What are the different types of activity on a request? Learn how to use forms to gather more information from your customers and team. Is my project company-managed or team-managed? What users and roles are there in Jira Service Management? You can use project roles to easily associate people and groups with a particular project. This permission applies even if the sprint (that is to be started) does not include issues from all projects queried by the board.