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Jira Service Management Cloud
Documentation
Get started with Jira Service Management for admins
Get to know your Jira Service Management space
Sign up for a Jira Service Management site
What is a service project?
About Jira Service Management space templates
Get to know the main Jira Service Management features
Get to know the project settings sidebar
How to use modern incident management
About requests and work items
Create a service space
Create, edit, or delete a shortcut
Edit your service space details
What are space roles in Jira Service Management?
What is Jira Service Management?
Quick reference guides for starting your service space
Jira fundamentals
ITSM space basics
Changes
Incidents
Level up your service space
Explore a demo service space
Assign yourself to a work item
Update your customer on your progress
Resolve a customer's request
Set up queues for your team
How are queues used in Jira Service Management?
Make queues for your team
Raise a request to put into your queues
Capture the right request details with request types
How are request types used in my service project?
Create request types in team-managed spaces
Create request types in company-managed spaces
Organize your request types into portal groups
Use request type groups to categorize your request types
Involve the people who use your service space
Add your service space agents to work on requests
Add your customers so they can raise requests
Add customers and learn how they request help
How customers create requests by email
How do customers send requests to your service project?
See the requests list from your customers' point of view
Check out the default help center
Customize the channels that customers use to get help
Add a name and logo to your portal
Use an existing email address to receive requests
Visualize trends in your service space with reports
What are reports used for?
Go to your reports
Create a custom report for your service project
Permissions for your service space and Jira site
How customer access settings impact project permissions
Change access settings for your customers
Change service space customer permissions
Configure settings to authenticate your customers
Test single sign-on for customer login
Set up your service projects to meet compliance needs
About safe customer notifications
Trash, archive, restore, and delete service projects
Trash and restore a project
Archive or restore a service space
Permanently delete a service project
Track your feature usage
Manage the usage limit for the virtual service agent
Manage your bill for Extra assisted conversations for the virtual service agent
Get started with Jira Service Management for agents
Become an agent for your service space
Accept the invitation to join your service space team
Go to your service project
Get to know your service project sidebar
What do agents do in Jira Service Management?
Learn the tools to work on customer requests
About queues in Jira Service Management
Raise a request for a customer
About the work item view of a customer request
About the assignee, reporter, and other people involved in a work item
Communicate with customers and team members on work items using comments
Close a request when you finish helping a customer
See how customers send requests to your service space
View your default help center
Give customers an email address to send requests to
Use your knowledge base to help customers self-service
Write knowledge base articles for your customers
Share articles with your customers on a work item
Configure a company-managed space as an administrator
Set up service space users to work on requests
Unlicense agents
Add an agent to your service space
Add people from Google, Slack, or Microsoft
Customize Jira Service Management permissions
Manage service project role memberships
Remove an agent from a service project
Categorize customer requests into request types
What are request types?
What's the difference between request types and work types?
Organize request types into portal groups
Help customers find the right request type
Using request type groups
The benefits of using request type templates
Customize a request type
Duplicate a request type
Add or remove restrictions on request types
Customize the workflow statuses for a request type
Change the workflow and work type of a request type
Hidden fields and unsupported fields in request types
Delete request types from your service space
Use workflows in Jira Service Management
Overview of Jira Cloud workflows
Create a new workflow for an existing work type
How do workflows, work types, and request types connect?
Using the new workflow editor
Show a workflow transition in the portal
Use workflow templates to replace a request type's workflow
Customize the field layout of your work item view
About the issue view in Jira Service Management
Set up request forms and work item views for request types
Add, edit, or remove field tabs from a work type
Add or change the fields of a work type
Use queues to triage requests for your agents
What are queues?
Create a new queue
Add or remove a view from your queue
Edit queues
Delete a queue
Prioritize your queues using groups
Use keyboard shortcuts in your queues
Best practices for managing queues at scale
Set up an approval stage
What are approvals?
Set up approval steps
Add a new custom field to a service space
Add an approval step to a workflow
Define approvers for a request type
Allow customers to choose approvers
Add a conditional field to a service space
Manage settings for approval by email and chat
Receive requests from an email address
How do customers send requests by email?
How Jira Service Management processes email requests
Receive requests from multiple email addresses in your project
What are customer permission settings for email requests?
Email process for POP, IMAP, cloud, and other email types
Change how emails are processed across service spaces
Test your custom email channel connection
Change how you process emails in global mail settings
Manage your allowlist
About email logs in Jira Service Management
Add request participants through email
Allow external emails to be added as comments on work items
Choose suitable request type for connected email accounts
Create new accounts through email
Disable all email requests to the email channel
Hide email signatures from the work item view and portals
Manage DMARC authentication for incoming emails
Manage your blocklist
Switch your Microsoft and Google email accounts to OAuth
View the email processing and connectivity logs
Manage reply-to address for your service project
Receive email notifications for failed email requests
Manage your customers
What are service space customers and organizations?
Add a customer to a service space
Add customers in bulk to your service space
Edit a customer's name
Remove a customer from a service project
Delete a customer account
Group customers into organizations
View customers by organization
Add a customer to an organization
Remove a customer from an organization
Remove an organization from a service project
Add an organization to a service space
Manage customer organizations using Jira product settings
Use email domains to automatically group customers into organizations
Delete an organization from a site
Collect requests from anywhere with an embeddable widget
Embed a widget onto a web page
Allow anyone to view knowledge base articles
Use the virtual agent in the widget
Set up your help centers and portals
What is a help center?
What is a portal?
What are help resources?
Create and manage help centers
Set up and manage help center access
Set up and manage portal access
Invite customers to your help centers and portals
Add links to external resources in your service space
Add request participants through the help center
Link service projects to a help center
Customize your help centers and portals
Customize your help centers
Customize your portal
Brand your help centers
Add a login message in a help center
Add an announcement to a help center or portal
Curate content in a help center
Group help content in your portal
Edit the home page of a help center
Create and manage landing pages in a help center
Edit page layouts in a help center
Create and manage topics in a help center
Customize your customers' requests list
Set up a knowledge base so customers can serve themselves
What is a knowledge base?
The difference between internal and external knowledge bases
Set up your knowledge base
Add Confluence to set up knowledge base
Link a Confluence space to your knowledge base
Manage knowledge base permissions
Unlink knowledge base spaces from your service project
Manage who can view and edit your knowledge base articles
Restrict access to knowledge base articles
Manage who can view spaces from Confluence server sites
Restrict access to articles from Confluence server sites
Find out how your knowledge base articles are performing
Set up article suggestions in request forms
Configure public access to spaces on linked Confluence site
Authenticate portal users to access knowledge base articles
Remove Confluence product access for users in your site
Link a Confluence folder to your knowledge base
Link multiple knowledge sources to a knowledge base
Set up a knowledge base with Rovo AI in Jira Service Management
Set up notifications for your customers and team
What notifications do my customers and team receive?
Change the look and feel of customer notifications
Create and edit the content of your customer notifications
Choose how your customers access attachments
Choose how customer notifications display the sender name
Send notifications from a custom domain email address
View customer notification logs for your service project
Disable service space notifications for internal users
Choose HTML or plain text for customer notifications
Best practices for configuring your customer notifications
View email logs for your service project
Receive and manage requests in Slack or Microsoft Teams
What is chat?
Set up chat in Slack
Create work items in Slack
Work on work items in Slack
Manage chat settings for Slack
Set up chat in Microsoft Teams
Create work items in Microsoft Teams
Work with work items in Microsoft Teams
Manage chat settings for Microsoft Teams
Set up flows to automate repetitive tasks
What is Legacy automation?
Available preset automation flows
Add a preset automation flow
Edit a preset automation flow
Create a custom automation flow
About triggers, conditions, and actions in Legacy Automation
Disable an automation rule
Debug automation flows in the log
Automation log details
Advanced automation flow options
Try one of our common automation recipes
Automatically approve requests
Automatically update agents about a linked work item's progress
Create an automation flow to share articles with customers
Discover new trends with service space reports
What are default reports?
What are custom reports?
Create a new custom report
Edit a custom report
What is a report series?
Add reports to a dashboard
Create service level agreements (SLAs) to manage goals
What are SLAs?
Create and edit an SLA
Set up service level agreement (SLA) goals
Use priority to group SLA goals
Set up SLA calendars
Set up SLA conditions
Set up SLA format display
Auto-close resolved service requests
Auto-close incidents after they are resolved
Clean up unused custom SLA fields
Use Jira Query Language to create service level agreements
How to structure your SLA goals around priority using JQL
Write JQL queries for SLAs
Collect customer satisfaction on your team's performance
About customer satisfaction (CSAT) surveys
Track customer satisfaction feedback trends
Provide help in multiple languages
What is language support?
Add languages to your service space
Keep your translations up to date
Add, update, or review translations for email templates
Manage translations for custom content
Help customers set their language preferences
Stop supporting a language
Change your service space's default language
Integrate your service space with other products and apps
Integrate Jira Service Management Cloud with Zapier
Overview of Jira Cloud products
Integrate Jira Cloud and Slack
Use Jira Cloud for Sheets
Integrate Jira Cloud with Confluence
Connect Jira Service Management Cloud to AWS Service Catalog
Give your team access to additional features
What is the feature lab?
Find similar work items in Jira Service Management
Add Services, Alerts, and On-call to your sidebar
Allow internal accounts to request a service space
Choose default request types for your work types
Gain an overview of your work with the project summary page
Use Opsgenie's incoming call routing
Reply faster to your customers with canned responses
Create a canned response
Insert a canned response
Edit or delete a canned response
Best practices for creating canned responses
Create a personal signature with canned responses
Assign work to the right agents with Workforce management
Bulk import schedules using CSV
Route work to the right agent in Workforce Management
See your team’s capacity in Workforce Management
Set up Workforce Management in Jira Service Management
What is Workforce Management in Jira Service Management?
Protect your team's data
Set a default classification level for work items
Manage and administer team-managed service projects
Learn how company-managed and team-managed projects differ
What are Jira Service Management team-managed projects?
Is my project company-managed or team-managed?
What makes the set up of team-managed projects different?
How work types and request types differ in team-managed projects
How do company and team-managed workflows differ?
How does the role of admins change in team-managed projects?
About approvals in company and team-managed service projects
Migrate between team-managed and company-managed projects
Manage access to team-managed service projects
Enable or disable team-managed service spaces on your site
Overview of permissions in team-managed service projects
Manage how people access your team-managed service space
Create, edit, and delete team-managed service spaces
Manage request types in team-managed projects
Set up help centers and portals in team-managed projects
Set up portal access in team-managed projects
Set who has permission to send requests to your portal
Customize help centers in team-managed service projects
Customize your portal in team-managed spaces
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
Receive requests from emails in team-managed spaces
Add request participants by email in team-managed spaces
Add a custom email account in team-managed spaces
Manage domains on your allowlist
Manage domains and email addresses on your blocklist
Customize request fields in team-managed service spaces
Available custom fields for team-managed service spaces
Add or remove people from your team-managed service space
Add and remove customers in your service space
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
Delete account for a customer
Manage how work flows in your team-managed service space
Create, edit, and delete statuses in team-managed spaces
Manage workflow rules in team-managed service projects
Manage transitions in team-managed service projects
Available workflow rules in team-managed service projects
About different workflow type rules
Move requests to new statuses while updating your workflow
Set up notifications in team-managed projects
Who receives notifications for team-managed requests?
Choose your default email notification style
Disable team-managed notifications for internal users
Edit a team-managed customer notification
Set up how your customers access attachments
Choose how notifications display the email sender name
Customize the style of team-managed customer notifications
Customize internal notifications in team-managed spaces
Send notification emails from your own domain
Set up a knowledge base in team-managed service spaces
Unlink Confluence spaces in team-managed projects
See how your knowledge base articles are performing
Use automation flows for tasks in team-managed spaces
About automation triggers and conditions
Add a preset automation flow in team-managed spaces
Create a custom automation flow in team-managed spaces
Edit an automation rule in team-managed service projects
Disable an automation flow in team-managed projects
Debug automation flows with log in team-managed projects
Manage approvals in team-managed service spaces
About approvals in team-managed service spaces
Add an approval step in team-managed service spaces
Support multiple languages in team-managed projects
Add a language in team-managed service projects
Edit language translations in team-managed service projects
Keep languages up to date in team-managed service projects
Stop supporting a language in team-managed service projects
What is language support in team-managed service projects?
Visualize trends with reports in team-managed spaces
What are reports in team-managed service projects?
What are default reports in team-managed projects?
What are custom reports in team-managed projects?
Create a custom report in team-managed service spaces
Edit a custom report in team-managed service projects
Export reports in team-managed service spaces
Report series in team-managed service projects
Add reports to a dashboard in team-managed service spaces
Delete a report in team-managed service spaces
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 spaces
Create a new SLA calendar in team-managed service spaces
Create and edit SLAs in team-managed service projects
Discover IT service management (ITSM)
Get started with IT service management
Test, explore, and learn with your sample space
Set up an IT service management project
Move an existing service space to the ITSM template
Add a work category to any of your service spaces
Remove a work category from your service project
What are compatible and incompatible work types?
Make a work type compatible with an ITSM work category
Find out more about the IT service management template
Updating your incident, problem, and change management capabilities
Manage your request types and ITSM categories
What are work categories?
Using work categories in IT service management projects
What are request types in IT service management?
Resolve an ITSM request
Assign, unassign, or move request types from a work category
What are default [System] work types?
What are request channels?
What are unassigned request types?
Manage your service requests
What are service requests?
Manage your incidents
What are incidents?
What are major incidents?
Escalate an incident to Opsgenie
Set SLAs in incidents
What is the incident timeline?
Use chat and video tools to resolve incidents as a team
About incident conference calls
Create chat channel and video conference for an incident
Connect Slack with Jira Service Management
Connect Microsoft Teams with Jira Service Management
Connect Zoom to your service space
Add or remove the responders field from your service space
How the Opsgenie stakeholder role works in unmerged accounts
Set up your alert notifications
Add and manage incident stakeholders
Add missing features to an incident
Mark an incident as major
What is incident investigation?
Add and manage incident responders
Create responder alerts with incident details
Find related resources with AI
Create incident timeline in Slack
Summarize incident in Slack
What are alert priorities?
What are linked alerts?
About responder alerts
Connect Assets schemas with incidents
Automate incident management in Jira Service Management
Automatically add responder teams to incident chat channels
Automatically archive a Slack channel
Create and manage email templates for stakeholder notifications
Send notifications to incident stakeholders
Manage your problems
What are problems?
Manage your changes
What is change management?
What are changes?
Configure your change management deployment pipeline
Automate change management with Jenkins
Link Jira Service Management with Jenkins
What is deployment gating?
Set up deployment gating
Use deployment gating with Jenkins
Use deployment tracking with Jenkins
Change management automation flows
Create automation flows for change management
Coordinate changes with Team Calendars for Confluence
Disconnect a service
Use deployment gating with GitHub
Add or remove a service from the affected services field
Connect GitHub repositories with Jira Service Management
Create, edit, or delete change requests
Set up deployment tracking
What are risk insights in change management?
What is the change calendar?
Show change requests on the change calendar
What are change windows?
Create, edit, or delete change windows
Assess potential risks to your changes with Rovo Ops
Connect Assets schemas with changes
Enable and configure risks to your changes with Rovo Ops
Filter and customize your change calendar
Subscribe to change calendar from your external calendar
Use deployment gating with GitLab
Use deployment tracking with GitLab
Manage your post-incident reviews
What are post-incident reviews?
Post-incident review best practices
Create and publish a post-incident review
Create a post-incident review using Atlassian Intelligence
Manage your services
What are services?
What are service tiers?
Remove a service relationship
Add a service relationship
Configure Services: settings, permissions, and references
Create, edit, or delete a service
How services work across Jira Service Management and Compass
How services work with incidents
Synchronize your services with Compass
Understand service types
Use service objects in AQL
Create or edit an ITSM report
Manage and customize your status pages
How to access status page in Jira Service Management
Create and customize status page
Publish your status pages
View the status page
Edit your status pages
Send updates to status pages
Post stakeholder updates directly from incidents
Audit logs for status pages
Delete, unpublish, or restore a status page
Manage status page subscribers
Manually add subscribers to a status page
Subscribe to a public status page using webhooks
Use custom domain for your status page
Set up private status pages with Atlassian Groups
Manage your customers and organizations
What is customer service management?
Manage customer detail fields
Manage organization detail fields
Import customer and organization details through API or CSV
Get customer context on work items
Create queues based on customer or organization details
Create SLA goals based on customer details
About products and entitlements
Create product entitlements for your customers
Show product entitlement details on work items
Manage your developer escalations
Set up developer escalations
Escalate a work item to developers
View developer escalations
What are developer escalations?
Manage your stakeholders
What is stakeholder communications
Types of stakeholders
Add stakeholders
Manage stakeholders
Create stakeholder groups
Manage stakeholder groups
Add stakeholders or stakeholder groups during an incident
Notify stakeholders
Use Automation for incident management
Get started with playbooks
Create and manage playbooks
Automation rule suggestions on work items
Playbook templates for Jira Service Management
Help customers as a service agent
Work on customer requests
Summarize a work item's details using AI
Draft replies for your customers using Atlassian Intelligence
About suggestions on work items
Raise a request on behalf of a customer
What are request participants?
Use internal articles in the knowledge base panel
Manage your incoming requests with queues
Star your favourite queues
Sort requests within a queue
Assign work items from your queue
Add comments to multiple work items at the same time
Assign multiple work items at the same time
Delete multiple requests at the same time
Transition and approve multiple requests at once
Update the request types of work items using Atlassian Intelligence
View service level agreements (SLAs)
About service level agreements (SLAs)
About the work item view in Jira Service Management
Use the work item view in company-managed service spaces
About the issue view in Jira Service Management
Update information on a work item
Move a work item through its workflow
Link subtasks, work items, and pages to a work item
Watch, vote, share, and comment on work items
Communicate with customers and team members from the work item view
Approve or decline a request on a work item
Clone a work item
Respond to customer with an article
Date and time formats in different languages
View the different types of activity on a work item
Use the work item view in team-managed service projects
Link work items to each other, or link to other information from work items
Move a work item through its workflow
Classify a request
Watch, vote, share, and comment on work items
Best practices for teams using Jira Service Management
Best practices for IT teams using Jira Service Management
How is a service catalogue used in my IT service project?
How is ITIL used in Jira Service Management?
About default workflows in Jira Service Management
Help customers serve themselves with a knowledge base
Best practices for change management
Use the change calendar to manage change requests
How do you set the time limit for reviewing normal changes?
Request approval from Change Advisory Board (CAB) members
Enforce an approval step for change reviews
Auto-approve standard changes
Remind change reviewers automatically
Customize the default change management workflow
Default form fields for change requests
What is the change management workflow?
Enforce an approval step
Best practices for incident management
The incident management workflow for service projects
Link incident records to a work item in another project
Customize your incident management workflow
Default fields on an incident
Best practices for automatically prioritizing requests
What are priority levels in Jira Service Management?
How impact and urgency are used to calculate priority
How should my team define impact and urgency of requests?
Create an impact urgency priority matrix
Create an automation flow to prioritize your incidents
Set mandatory fields to automatically prioritize incidents
Customize your service request workflows
Best practices for problem management
Create a problem work item
What is the ITIL problem management process?
What is the aim of problem management?
Document known errors in your knowledge base
What is Jira Service Management's default problem workflow?
Customize your problem workflow
Default fields for problem requests
Managing service requests in your IT service space
What service request workflows come with my service project?
Customize fields in your IT service space
How can I make my service request forms more effective?
Collaborating with teams in other Jira products
Create linked work items to collaborate with other Jira products
How can service project and software teams work together?
Sharing requests with other Jira team members
Give Jira users permission to comment on service project work items
Jira Service Management and Jira can share custom fields
Give Jira users permission to view service project work items
Working on bug reports with Jira teams
What workflow helps service project agents resolve bugs?
What are the advantages of sharing custom fields?
Improve the way customers report bugs
How agents and development team work on bug reports together
Add a step to involve the development team in resolving bugs
Customize the workflow for bugs
Best practices for serving external customers
Create a customer service space
Set up request types to get information from your customers
Fill a knowledge base so customers can help themselves
Support multiple clients with a single Jira site
Best practices for managing escalations
Discover alerting and on-call
Unlock your team’s operations
What are operations?
Launch your team operations
Merge migrated Opsgenie teams with Atlassian teams
What are the member roles in operations?
Work with member roles
Understand the integration framework
Integrations
Understand the framework
Explore integration types
Explore integration actions
Work with advanced settings
Work with alert properties
Work with alert filters
Set priority levels of alerts
String processing methods
Regular expressions for customizing and filtering alerts
Bulk add services to integration create alert rules
Integrate IT applications and tools
Add a global integration
Add an integration (team-level)
Integrate with email
Integrate with Microsoft Teams
Integrate with Slack
Integrate with Airbrake
Integrate with Alert Logic
Integrate with AlertSite UXM
Integrate with Amazon CloudTrail
Integrate with Amazon CloudWatch
Integrate with Amazon CloudWatch Events
Integrate with Amazon DevOps Guru
Integrate with Amazon EC2 Auto Scaling
Integrate with Amazon EventBridge
Integrate with Amazon RDS
Integrate with Amazon Route 53 Health Check
Integrate with Amazon Security Hub
Integrate with Amazon SES
Integrate with Amazon SNS
Integrate with Apica Synthetic Monitoring
Integrate with APImetrics
Integrate with AppDynamics
Integrate with AppOptics
Integrate with AppSignal
Integrate with Atatus
Integrate with Autotask
Integrate with Autotask AEM
Integrate with Auvik
Integrate with Azure OMS
Integrate with Bamboo
Integrate with BigPanda
Integrate with Bitbucket
Integrate with BlazeMeter
Integrate with Blue Matador
Integrate with BMC FootPrints v11
Integrate with BMC FootPrints v12
Integrate with BMC Remedy
Integrate with BMC Remedy OnDemand
Integrate with BMC Remedyforce
Integrate with BMC TrueSight Pulse
Integrate with CA Flowdock
Integrate with Campfire
Integrate with Catchpoint
Integrate with Checkmk
Integrate with Cherwell
Integrate with CircleCI
Integrate with Circonus
Integrate with CloudMonix
Integrate with CloudSploit
Integrate with CloudWisdom
Integrate with Codeship
Integrate with Compose
Integrate with ConnectWise Automate (API)
Integrate with ConnectWise Automate (Email)
Integrate with Consul
Integrate with Coralogix
Integrate with Crashlytics
Integrate with Datadog
Integrate with Desk.com
Integrate with Detectify
Integrate with DNS Check
Integrate with DripStat
Integrate with Dynatrace
Integrate with Dynatrace AppMon
Integrate with Dynatrace Webhook (v2)
Integrate with Errorception
Integrate with Evident.io
Integrate with Flock
Integrate with Freshdesk
Integrate with Freshservice
Integrate with Ghost Inspector
Integrate with GitHub
Integrate with GitLab
Integrate with Google Cloud's operations suite
Integrate with Grafana
Integrate with Graylog
Integrate with Graylog Plugin
Integrate with Honeybadger
Integrate with Honeycomb
Integrate with Hosted Graphite
Integrate with Humio
Integrate with Icinga
Integrate with Icinga 2
Integrate with Instana
Integrate with ITRS OP5 Monitor
Integrate with Jenkins
Integrate with Kapacitor
Integrate with Kayako
Integrate with Kore
Integrate with Librato
Integrate with LibreNMS
Integrate with LightStep
Integrate with Logentries
Integrate with Loggly
Integrate with LogicMonitor
Integrate with Logstash
Integrate with Logz.io
Integrate with Looker
Integrate with Loom
Integrate with Magentrix
Integrate with ManageEngine
Integrate with Mattermost
Integrate with Microsoft Azure
Integrate with Microsoft Azure AutoScale
Integrate with Microsoft Azure Event Hubs
Integrate with Microsoft Azure Resource Health
Integrate with Microsoft Azure Service Health
Integrate with Microsoft SCOM
Integrate with Microsoft Sentinel
Integrate with MongoDB Cloud Manager
Integrate with Monitis
Integrate with Moxtra
Integrate with N-ABLE N‑central RMM
Integrate with Nagios
Integrate with Nagios XI
Integrate with Netdata
Integrate with Neustar
Integrate with New Relic (Legacy)
Integrate with New Relic Workflows
Integrate with NodePing
Integrate with Observium
Integrate with OpsDash
Integrate with Opsview
Integrate with Oracle Enterprise Manager (OEM)
Integrate with Outgoing Amazon SNS
Integrate with Outlyer
Integrate with Panopta
Integrate with Papertrail
Integrate with Pingdom
Integrate with Pingdom Server Monitor
Integrate with Planio
Integrate with Prometheus
Integrate with PRTG
Integrate with Rackspace Cloud Monitoring
Integrate with Raygun.io
Integrate with Redgate SQL Monitor
Integrate with Riemann
Integrate with Rigor
Integrate with RingCentral (Email)
Integrate with RingCentral Glip
Integrate with Rollbar
Integrate with Runscope
Integrate with SalesForce Service Cloud
Integrate with SaltStack
Integrate with Scalyr
Integrate with Sematext SPM
Integrate with Sensu
Integrate with Sentry
Integrate with Server Density
Integrate with ServerGuard24
Integrate with ServiceNow
Integrate with ServiceNow Cloud Observability
Integrate with Signal Sciences
Integrate with SignalFx
Integrate with SignalFx (Legacy)
Integrate with Site24x7
Integrate with SOASTA
Integrate with SolarWinds Database Performance Monitor
Integrate with Solarwinds NPM
Integrate with Solarwinds Web Help Desk
Integrate with Splunk
Integrate with Splunk IT Service Intelligence
Integrate with Stackdriver
Integrate with StackStorm
Integrate with Status.io
Integrate with StatusCake
Integrate with StatusHub
Integrate with Statuspage
Integrate with Statusy
Integrate with StruxureWare Data Center Expert
Integrate with Sumo Logic
Integrate with Sysdig Cloud
Integrate with ThousandEyes
Integrate with Threat Stack
Integrate with Thundra
Integrate with Tideways
Integrate with Trace
Integrate with Track-It!
Integrate with Travis CI
Integrate with Twilio
Integrate with Updown.io
Integrate with Uptime Cloud Monitor
Integrate with Uptime Robot
Integrate with Uptime.com
Integrate with UptimeProject
Integrate with Uptrends
Integrate with VMware vCenter
Integrate with VMware vCenter Server Appliance
Integrate with Wavefront
Integrate with Webhook
Integrate with WhatsUp Gold
Integrate with Workato
Integrate with X-Pack (Elasticsearch Watcher)
Integrate with XL Release
Integrate with XMPP/Jabber
Integrate with Zabbix
Integrate with Zapier
Integrate with Zebrium
Integrate with Zendesk
Integrate with Zenoss
Migrating from Terraform's Opsgenie Provider to Atlassian Operations Provider
Set up an API integration
Set up Atlassian Operations Terraform Provider
Build on-call schedules
How do on-call schedules work in operations?
Create an on-call schedule
Override an on-call schedule
Create daily, weekly, and custom rotations
Best practices for managing on-call schedules
What are escalation policies?
Create, edit, delete an escalation policy
What are routing rules?
Create, edit, delete a routing rule
What is incoming call routing?
Add a new call routing
Blocking a phone number in a call routing
Connect and manage on-call schedules in Slack
Manage and respond to alerts
What are alerts?
Alert fields
Navigate the alerts list
Group alerts using Rovo
View related alert groups
View similar alerts, past responders, and related resources
What is alert deduplication?
Who are alert responders?
What are alert actions?
Escalate an alert
Create incidents from alerts
Create incident from alerts with Atlassian Intelligence
What are notification policies?
Create, edit, delete a notification policy
Create, edit, delete an alert policy
What are heartbeats?
How are alerts created?
Manage alerts through their lifecycle
Search syntax for alerts
What are alert policies?
What is maintenance in operations?
Configure alert grouping
Work with alert groups in the Jira Cloud mobile app
Receive alert notifications
Add contact methods
Add notification forwarding rules
Add notification rules
Alert notification sounds used in Jira mobile app
Alert notifications
Get your first alert notification
Set up notification preferences
Set up role-based notifications
Set up SMS and voice notifications
The alert notification flow
Manage users and roles
About custom roles
Work with custom roles
Work with Operations global admin
Reports and logs in operations
What are reports of operations?
How to view reports of operations
Reports for on-call teams
Allow cross-site tracking or third-party cookies on browsers
What are audit logs?
Work with audit logs
Sync with Jira issues
What is sync?
Sync alerts with service and software projects
Use Jira Edge Connector (JEC) as an extensibility platform
Jira Edge Connector (JEC) - An extensibility platform
Install Jira Edge Connector
Configure Jira Edge Connector
Run Jira Edge Connector
Alert action data for Jira Edge Connector
Run a playbook and view outputs
Move operations from Opsgenie to Jira Service Management
Start moving from Opsgenie to Jira Service Management
Set up operations and complete your move to Jira Service Management
Merge Opsgenie and move your data to Jira Service Management
Move to Jira Service Management operations as a responder
Learn the Jira fundamentals powering Jira Service Management
Work with requests and work items in Jira Cloud products
How can my Jira admin customize work items for my team?
Schedule a work item
Create work items with the CSV importer
Edit and share work items
Move a work item to another service project
Log time on a work item
Edit multiple work items at the same time
Attach files and screenshots to work items
Create work items and subtasks
Link to an existing attachments on a work item
Review and modify your work item layout
Use basic search and filters to find requests and work items
Add a gadget to a dashboard
Manage dashboards and gadgets
Manage your Jira user profile
Allow OAuth access
Manage your Jira personal settings
Overview of Jira Cloud keyboard shortcuts
Moving to Jira Service Management Cloud
Transitioning to Service Collection
What to know when migrating ProForma Data Center to Cloud
Use forms in Jira Service Management
Where can forms be used?
About form settings
About form states
Create a work item using a link to a form
How forms behave on work items
View, add, or edit a form on a work item
Open customer edits, or download a form on a work item
Delete a form from a service space
What are form fields and Jira fields?
Link a form field to a Jira field
About duplicate form fields and Jira fields
Add or unlink a data connection from a form
Create, edit, test, or delete data connections for forms
Access smart values for forms and form fields
Add a form to a request type
Add translations to a form
Copy a form to another space
Create or edit a form
Restrict who can view forms
What are forms?
AI features in Jira Service Management
Add a Rovo agent to the help center
AI answers in the virtual service agent
Create a Rovo agent for your help center
Create request types using AI
Create service requests with Rovo agents
Suggest fields using Atlassian Intelligence
Summarize work item details using Atlassian Intelligence
View customer sentiment on work items
Automate customer support with the virtual service agent
About the virtual service agent
Set up your virtual service agent
Manage your virtual service agent
About standard flows
Edit a standard flow
Set or change the virtual service agent default request type
Turn off the virtual service agent
Use the virtual service agent in your customer channels
Use the virtual service agent in Microsoft Teams
Use the virtual service agent in Slack
Use the virtual service agent in your portal
Use the virtual service agent in email
Use the virtual service agent in your help center
Use the virtual service agent in your widget
Use AI answers in your virtual service agent
Use AI answers in the virtual service agent
Create and manage intents and conversation flows
Create, edit, or delete an intent
Train your virtual service agent to recognize an intent
Create or edit a conversation flow
About step types in the virtual service agent flow builder
End a conversation flow branch
Activate or deactivate an intent
Create a 'send web request' step
Manage the virtual service agent's connection to Workato
Manage the virtual service agent's connection to Workday
Run an Automation flow in a conversation flow
Trigger a Workato recipe in a conversation flow
Trigger a Workday action in a conversation flow
Improve your virtual service agent’s performance
Test your virtual service agent
Write effective messages for your virtual service agent
Set up your knowledge base to improve the quality of AI answers
Use conversation data to improve your virtual service agent's performance
Improve the performance of the virtual service agent in your help center
Understand how the virtual service agent uses data
How the virtual service agent’s data set is trained
Who can see virtual service agent conversations
Search for issues in Jira
Search for work items
Find specific issues
Find recent issues
Search for issues using the text field
Navigate to your work
Use advanced search with Jira Query Language (JQL)
What is advanced search in Jira Cloud?
JQL functions
JQL developer status
JQL fields
JQL keywords
JQL operators
Search for Advanced Roadmaps custom fields in JQL
Save your search as a filter
What is a saved search?
Save your search as a custom filter
Manage filters
Work with search results
Change the view of search results
Edit individual and multiple work items
Manage search results
Build journeys in Jira Service Management
Create a journey type
Add a trigger to a journey type
Add work items to a journey type
Assign values to fields on work items in a journey type
Add conditions to a journey type
Add dependencies to a journey type
Add Automation flows to work items in a journey type
Manage active and inactive journey types
Edit a published journey type
About journeys in Automation
Monitor a journey in Automation's audit log
Track in-progress journeys
Collect feedback from your organization with surveys
Get started with surveys
Create and manage surveys
Create surveys with Rovo
Manage survey access and restrictions
Review and export survey data
Help customers in real time with live chat
Chat with customers
Get started with live chat
Manage HR service management
Manage HR cases in Jira Service Management
What is case management in Jira Service Management?
Log findings and outcomes on a case
Manage your work with views
Enable new views for your service space
Manage your work in a list
View your work items in a list
Manage your work using a board
Get started with boards
Manage board columns and statuses
Create quick filters for your board
Create swimlanes for your board
Add colors to cards on your board
Add fields to cards on your board
How to use the 'work items for attention' insight
Rank work items on your board manually
Manage your work with a calendar
Use the calendar to view your work items
Show work items on the calendar
Switch between views for different ways to visualize your work items
Use knowledge base in Jira Service Management
Add knowledge from Confluence on a different site
Link and unlink Confluence spaces on a different site
Manage permissions for Confluence spaces on a different site
Add knowledge from third-party products
Add knowledge from Google Drive to your service space
Add knowledge from Microsoft SharePoint to your service space
Create knowledge base articles
Manage knowledge bases with Rovo
Setting up a knowledge base in Jira Service Management
Write and share effective knowledge base articles
Use templates to create articles
Use AI drafts to write articles quickly
Address knowledge gaps with suggested topics
Manage your drafts
Categorize knowledge base articles
Edit and delete a knowledge base category
Add labels to knowledge base articles
Share knowledge base articles with customers
Use Rovo Service to streamline your team's work
Create employee onboarding journeys with Rovo Service
Execution modes in Rovo Service
Get started with Rovo Service
Resolve work items with Rovo Service
Atlassian Support
Jira Service Management
Resources
Search for issues in Jira
Save your search as a filter
Cloud
Data Center
Manage filters
The Filters directory allows you to view and configure filters that you have created and work with filters other users have shared.
From the sidebar, select Filters and then select View all filters to see all filters.
On the Filters page, you can view and configure both private and shared filters:
Find your filter: Type to find the filter by name, or search for filters by owners, spaces, or groups.
Name: Select the filter name to open it. From here, you can edit the filter’s search criteria, add or change existing shares, and manage the subscriptions.
Owner/Viewers/Editors: See who the owners, viewers and editors of the filter are.
Popularity: See how many people have starred a filter.
Actions: Manage subscriptions, copy the filter, edit the filter, change the filter’s ownership, or delete the filter.Search for a filter
You can find and run any filters that you have created or that have been shared by other users.
Select Filters in the sidebar.
Type in the search box to find the filter by name, or search for filters by owners, spaces, or groups.
Once you’ve found the filter you’re looking for, simply select it to run it.
Alternatively, you can select a recent or starred filter in the filters menu from the sidebar to run it.
To run a system filter, like My open work items, Reported by me, and Viewed recently:
Select the Search bar in the top navigation
, then select View all work items.
Select a preset filter in the sidebar under More filters to run it.Update a filter
You can update the name, description, permissions (viewers and editors), and change ownership of any filter you’ve created. You can also manage subscriptions and copy the filter that others own.
You’ll need to be a Jira admin to change the filter's ownership.
To update the filter's details:
From the sidebar, select Filters, and then select View all filters, and find the filter you wish to update.
Select more (•••).
Update the filter details as required.
Select Save.
Alternatively, you can select and run the filter you wish to update and select Details to change name, description, permissions and subscriptions.Update a filter's search criteria
You can change the search criteria of a filter and reuse the changed criteria in the future.
To update a filter’s search criteria:
Find the filter you want to update and select it.
Update the search criteria as desired, and rerun the query to ensure the criteria is valid. You will see the word Edited displayed next to your filter name.
Select Save to overwrite the current search criteria of the filter with the updated criteria.
If you want discard your changes instead, select the dropdown next to the save button, and select Discard changes.
If you want to save the search criteria as a new filter, select the dropdown next to the Save button and select Save as.
If you’re not the owner of a filter, and you’ve made changes to the filter’s search criteria, you can only save it as a new filter with you as the owner. Update permissions of a filter
You can share filters you've created or you have permission to edit with other users via user groups, spaces, and space roles. You can also share them globally.
Any filter that is shared is visible to users who have the Administer Jira global permission. Learn more about managing other users' shared filters.
You can check who can view or edit a filter, and then add or change viewers and editors. To update permissions of a filter:
From the sidebar, select Filters, and then select View all filters, and find the filter you wish to update.
Select more (•••), then select Edit.
Select the viewers and editors of the filter from the dropdown.
Select Add
Select Save.
To change your filter's sharing settings:
Go to your filter and select Details, then select Edit permissions
Select your viewer/editor and choose Add.
See the below table to see who can view or edit a filter.
Viewers or Editors
Description
Private
The filter is private and can only be viewed or edited by the owner and Jira admins.
Users/Group/Space/Roles
The filter is shared with a group or space. Depending on the permissions granted (viewers or editors), people the filter is shared with can view or edit the filter.
My organization
The filter is shared with all users on the Jira instance. Depending on the permissions granted (viewers or editors), any logged-in user on the Jira instance can view or edit the filter.Subscribe to a filter
Subscribing to a filter provides you with a periodic notification for all work items returned by the search. If you want to be notified when a particular work item changes, you should watch the work item instead.Create an email subscription for a filter
Your search must be saved as a filter if you want to create an email subscription for it. You can create a subscription of any frequency for yourself and/or other users. Note, only the first 200 results of a filter are sent.
To create an email subscription for a filter:
Run the filter that you want to subscribe to, then select Details (next to the filter name), then New subscriptions.
Fill in the information and select Subscribe.Manage subscriptions of a filter
Set the frequency with which you want Jira to email you or a group of people the work items in a filter.Recipients
You can select to specify yourself or a group as a recipient. However, you can only select a group that you are a member of.
Note:
You can choose to specify a group as a recipient, however you can only select a group that you are a member of:
You must have the 'Manage Group Filter Subscriptions' global permission.
Be aware that the emailed filter results will be specific to each recipient. For example, if the filter uses the currentUser()  function, the search results will be evaluated with the recipient as the current user. This does not apply to distribution lists (group email aliases).
Be careful about sharing a subscription with a group with many members, as it can take a long time to generate the emails to be sent, since the search needs to be executed for each user (as per the previous point).
Subscription emails should be sent as HTML rather than plain text, as the email can appear broken in plain text. See manage your Jira personal settings for instructions on updating your own email preference to HTML. If you're a Jira admin, take a look at configuring the user default settings to find out how to set default email settings.Schedule
You can select how often you would like Jira to send you emails for work items in a filter. If you’ve selected Advanced for your schedule, then construct a cron expression for your interval. Construct a cron expression for a filter subscription
You can create a subscription to a filter using cron expressions if you’ve selected Advanced for your schedule. A cron expression gives you more control over the frequency, compared to the default schedules. For example, you could define a cron expression to notify you at 8:15 am on the second Friday of every month.
A cron expression is a string of fields separated by spaces. The following table displays the fields of a cron expression, in the order that they must be specified (from left to right).
Second
Minute
Hour
Day-of-month
Month
Day-of-week
Year (optional)
Allowed values
0-59
0-59
0-23
1-31
1-12 or JAN-DEC
1-7 or SUN-SAT
1970-2099
Allowed special
characters
, - * /
, - * /
, - * /
, - * / ? L W
, - * /
, - * / ? L #
, - * /
Cron expressions are not case-sensitive.
Here is an example:
0 15 8 ? JAN MON 2014
This literally translates to 0 seconds, 15 minutes, 8 hours, any day of the month, January, Monday, 2014.
In plain English, this represents 8:15 am on every Monday during January 2014. Note, the ? character means "no particular value". In this example, we've set the Day-of-month to no particular value. We don't need to specify it, as we've specified a Day-of-week value. Read more about special characters in the next section.Special characters
Special character
Usage
,
Specifies a list of values. For example, in the Day-of-week field, 'MON,WED,FRI' means 'every Monday, Wednesday, and Friday'.
-
Specifies a range of values. For example, in the Day-of-week field, 'MON-FRI' means 'every Monday, Tuesday, Wednesday, Thursday and Friday'.
*
Specifies all possible values. For example, in the Hour field, '*' means 'every hour of the day'.
/
Specifies increments to the given value. For example, in the Minute field, '0/15' means 'every 15 minutes during the hour, starting at minute zero'.
?
Specifies no particular value. This is useful when you need to specify a value for one of the two fields Day-of-month or Day-of-week, but not the other.
L
Specifies the last possible value; this has different meanings depending on context. In the Day-of-week field, 'L' on its own means 'the last day of every week' (i.e. 'every Saturday'), or if used after another value, means 'the last xxx day of the month' (e.g. '7L' will mean 'the last Saturday of the month'). In the Day-of-month field, 'L' on its own means 'the last day of the month', or 'LW' means 'the last weekday of the month'.
W
Specifies the weekday (Monday-Friday) nearest the given day of the month. For example, '1W' means 'the nearest weekday to the 1st of the month' (note that if the 1st is a Saturday, the email will be sent on the nearest weekday within the same month, i.e. on Monday 3rd). 'W' can only be used when the day-of-month is a single day, not a range or list of days.
#
Specifies the nth occurrence of a given day of the week. For example, 'TUES#2' (or '3#2') means 'the second Tuesday of the month'.
Here are some examples of cron expressions:
Cron expression
Description
0 15 20 ? * *
Every day at 8:15 pm.
0 15 8 * * ?
Every day at 8:15 am.
0 * 14 * * ?
Every minute starting at 2:00 pm and ending at 2:59 pm, every day.
0 0/5 14 * * ?
Every 5 minutes starting at 2:00 pm and ending at 2:55 pm, every day.
0 0/5 14,18 * * ?
Every 5 minutes starting at 2:00 pm and ending at 2:55 pm, AND every 5 minutes starting at 6:00 pm and ending at 6:55 pm, every day.
0 0-5 14 * * ?
Every minute starting at 2:00 pm and ending at 2:05 pm, every day.
0 0/10 * * * ? *
Every 10 minutes, forever.
0 30 07 ? * 3,5
7:30 am every Tuesday and Thursday
0 10,44 14 ? 3 WED
2:10 pm and 2:44 pm every Wednesday in the month of March.
0 15 8 ? * MON-FRI
8:15 am every Monday, Tuesday, Wednesday, Thursday, and Friday.
0 15 8 15 * ?
8:15 am on the 15th day of every month.
0 15 8 L * ?
8:15 am on the last day of every month.
0 15 8 LW * ?
8:15 am on the last weekday of every month.
0 15 8 ? * 6L
8:15 am on the last Friday of every month.
0 15 8 ? * 6#2
8:15 am on the second Friday of every month.
0 15 8 ? * 6#2 2007-2009
8:15 am on the second Friday of every month during the years 2007, 2008, and 2009.
0 0 1 1,15 * *
1:00 am on the 1st and 15th day of every month.Subscribe to a filter’s RSS feed
To subscribe to a filter's RSS feed:
Select more actions () at the top-right, then select Export.
Select either Export RSS or Export RSS (with comments). The URL of the page that shows can be used in your feed reader.
You can change the number of work items returned by changing the value of the tempMax parameter in the URL.
If you only want to receive current comments in an RSS feed, use the Date Updated field when doing a search. For example, to only receive comments created in the last week, add the Date Updated field and set it to updated within the last 1 week.
To view restricted data in your feed, you may need to log in to Jira and use API tokens. Learn more about API tokens.Delete a filter
You can delete custom filters that you're the owner of, but you can't delete filters owned by other users or system filters.
From the sidebar, select Filters, and then select View all filters.
Find the filter you wish to delete.
Select more (•••), then Delete.Copy a filter
You can copy any filter that was either created by you or shared with you.
From the sidebar, select Filters, and then select View all filters.
Find the filter you want to copy.
Select more (•••), then Copy filter.
Give the filter a new name.
Select Save.
You can copy a filter after you’ve made changes to the filter’s search criteria as well. Learn more about updating the filter’s criteria.
If you’re not the owner of a filter, and you’ve made changes to the filter’s search criteria, you can only save it as a new filter with you as the owner. Star a filter
You can star filters that you've created or that have been shared by others. When you star a filter, it appears at the top of the Filters menu in the navigation so you can run it quickly.
To star a filter:
From the sidebar, select Filters, and then select View all filters.
Find the filter you wish to star.
Select the star icon next to the filter name to add it to your favorites.
You can also star a filter directly from the sidebar:
Hover your cursor over the filter you want to star.
Select Add to starred.Share a filter
You can share filters you've created with other users via user groups, spaces, and space roles. You can also share them globally.
Any filter that is shared is visible to users who have the Administer Jira global permission. Learn more about managing other users' shared filters.
From the sidebar, select Filters, and then select View all filters.
Find the filter you want to share and select it.
Choose Details at the top of the page
Update the Shares section by selecting the group, space, or space role that you want to share the filter with and clicking Add.
You can only share filters with groups or roles of which you're a member.
Select Save.
If you can't see the filter's sharing configuration, you'll need your Jira administrator to give you the Create Shared Object global permission.
You can also share your filter by running it, then clicking Share. You can copy the URL of the filter or send it directly to another person or email address.Manage other users' shared filters
A shared filter is a filter whose creator has shared that filter with other users. Refer to sharing a filter above for details.
When a shared filter is created by a user, that user initially 'owns' the shared filter. Being the owner, they can edit and modify the shared filter.
If you have the Jira Administrators global permission, you can manage shared filters that were created by other users. For instructions, see managing shared filters.
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