ITS - Jira Service Management (JSM) Overview

Owned by June Miller (Deactivated)
Last updated: Aug 13, 2024 by Will Harris
2 min read

The Atlassian-based Jira Service Management (JSM) and Jira Projects allow customers (reporters) to create requests, which then become issues for JSM Licensed users to review, collaborate on, and resolve or reassign.

Jira Service Desk (JSM) 

The ITS JSM project is accessed through either the customer portal (kb.uconn.edu) or the agent portal (uconn.atlassian.net). The view differs depending on the portal accessed.

JSM allows licensed users (administrators, service desk team members, employees, and contractors) to track and resolve customers' requests, and transition issues through workflows.

JSM Menu Items

  • Dashboards: for selecting and managing the available dashboards.

  • Projects: for selecting the specific project (the ServiceIT workspaces equivalent).

  • Issues: for reviewing and managing all requests opened by reporters.

  • Boards: section with To Do, In Progress, and Done items. Can be configured, copied, expanded ("swimlanes" view); informational cards printed with the board information.

JSM Terminology

A customer (the reporter) submits a request, which then becomes an issue for agent review.

Unlicensed users (customers) create requests and interact with service desk agents. The following are accesses granted by role.

Admins

Project administrators for your service desk can:

  • Access all features in Jira Service Management (JSM).

  • Manage users and roles in service desk projects.

  • Set up customer portals, request types, queues, reports, and SLAs.

  • Perform all tasks that agents can.

Service Desk Team

JSM team members who work on customer requests can:

  • View the customer portal, queues, reports, and SLA metrics for a project.

  • Add, edit, and delete customer-facing and internal comments on issues.

  • Add customers to a project.

  • Read knowledge base content.

  • Manage organizations (if allowed at the application level).

  • Create knowledge base content (with a Confluence license).

Customers

The people you help through JSM can:

  • Raise requests via the customer portal or email channel.

  • Track their requests in the customer portal.

  • Comment on their requests.

  • Read knowledge base articles.

  • Approve other customers' requests.

  • Share requests with other customers.

Steps in the JSM Process

  1. Customer submits a request to service agents through a portal or via email.

  2. Service desk agent reviews the request.

  3. Customer and agents correspond via JSM.

  4. Request is completed by agent or reassigned to other team(s) as appropriate for issue resolution.

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