Jira Service Management
From ProWiki - Demo and Test Wiki
| Jira Service Management | |
|---|---|
| Developer | Atlassian |
| Type | ITSM / Help desk |
| Initial release | 2013 |
| Operating system | Web, iOS, Android |
| Written in | Java, Kotlin |
| License | Proprietary |
| Website | atlassian.com |
| Contents | |
Jira Service Management (formerly Jira Service Desk) is Atlassian's ITSM platform built on top of Atlassian Jira, providing help desk and service request management capabilities.
Key Features
- Incident, problem, and change management
- Customer portal for submitting requests
- SLA tracking and reporting
- Integration with Atlassian Jira software projects for developer escalation
- Asset management
- Automation rules for ticket routing and notifications
Enterprise Use
Jira Service Management is popular in organizations already using Atlassian products. IT teams use it to manage help desk queues, track incidents, and handle change requests. Development teams value the tight integration with Jira Software for escalating bugs discovered through support tickets.
Tips
- Configure SLAs for each request type and monitor breaches proactively.
- Use automation rules to route tickets to the right team based on issue type or keywords.
- Link service requests to Jira Software issues for end-to-end visibility from ticket to fix.
