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Quick Start Guide Jira Service Management Cloud
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class="cta button--one button--regular button--primary try-now-cta-link" style="visibility: hidden;" href="/software/jira/service-management/free" data-event="clicked" data-uuid="8df67de0-18-cta-mobile" data-event-component="linkButton" data-event-container="globalNav-cta-mobile" data-schema-version="1" data-product-key="jiraSoftware" data-label-english="Get it free" >Get it Free</a> </li> <li class="outline-element"></li> <li id="adg4-nav-link-features" class="nav-link productNav single adg4-nav-link-features"> <a class="nav-link-button main current-page-false" data-navlinkid="nav-link-2288f1ea-e6d9-42d0-979a-9be7c7e06cac" href="/software/jira/service-management/features" data-event="clicked" data-uuid="2288f1ea-e6-link" data-event-component="linkButton" data-event-container="globalNav-navigation-link" data-schema-version="1" data-product-key="jiraSoftware" > Features </a> </li> <li id="adg4-nav-link-solutions" class="nav-link productNav has-dropdown multi adg4-nav-link-solutions"> <button class="nav-link-button main current-page-false" data-navlinkid="nav-link-b27dd1e0-76c9-4150-af9c-f71ba3a1bb7f" data-event="clicked" data-uuid="b27dd1e0-76-link" data-event-component="linkButton" data-event-container="globalNav-navigation-link" data-schema-version="1" data-product-key="jiraSoftware" > Solutions <svg class="mobile" width="6" height="10" viewBox="0 0 6 10" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M1.36377 1L5.00013 5L1.36377 9" stroke="#101214" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg> <svg class="desktop" width="11" height="6" viewBox="0 0 11 6" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M9.19995 1.18182L5.19995 4.81818L1.19995 1.18182" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"></path></svg> </button> <button class="mobile-nav-link nav-link-button" data-tabid="tab-d5d02957-36b7-4a06-8ff1-e91b2b063cf4" 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fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M1.36377 1L5.00013 5L1.36377 9" stroke="#101214" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg> </button> <div class="dropdown-content" id="nav-link-b27dd1e0-76c9-4150-af9c-f71ba3a1bb7f"> <div class="dropdown-content-inner"> <div class="tab-buttons-area"> </div> <div class="tab-content-area productNav cols-3"> <div id="column-d5d02957-36b7-4a06-8ff1-e91b2b063cf4" class="singular-column-content active"> <p class="column-title">By use case</p> <a href="/software/jira/service-management/itsm-software" data-event="clicked" data-uuid="287ca4ff-e6" data-event-component="linkButton" data-event-container="global-Product-Nav-link-in-dropdown" data-schema-version="1" data-product-key="jiraSoftware" >IT support</a> <a href="/software/jira/service-management/it-operations" data-event="clicked" data-uuid="747f5065-67" data-event-component="linkButton" data-event-container="global-Product-Nav-link-in-dropdown" data-schema-version="1" data-product-key="jiraSoftware" >IT Operations</a> <a href="/software/jira/service-management/features/enterprise-service-management" data-event="clicked" data-uuid="bfa0bd2a-82" data-event-component="linkButton" data-event-container="global-Product-Nav-link-in-dropdown" data-schema-version="1" data-product-key="jiraSoftware" >Business Teams</a> <a href="/software/jira/service-management/customer-service-software" data-event="clicked" data-uuid="67c07098-96" data-event-component="linkButton" data-event-container="global-Product-Nav-link-in-dropdown" data-schema-version="1" data-product-key="jiraSoftware" >Customer Service</a> <a href="/software/jira/service-management/hr" data-event="clicked" data-uuid="7074e36b-13" data-event-component="linkButton" data-event-container="global-Product-Nav-link-in-dropdown" data-schema-version="1" data-product-key="jiraSoftware" >Human Resources</a> </div> <div id="column-aaaaf4ba-b9a5-48e3-a902-83ba7dda8a31" 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data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level1">About Jira Service Management</a> </div> <div class=" guide-sidebar-link revealed active has-child-links "> <a href="/software/jira/service-management/product-guide/getting-started" data-event="clicked" data-uuid="cb42d46f-e8d865ca75-12" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level1">Getting started</a> <div class="nested-links"> <div class=" guide-sidebar-link revealed active "> <a href="/software/jira/service-management/product-guide/getting-started/quick-start-guide" data-event="clicked" data-uuid="cb42d46f-e8c093c793-5c" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level2">Quick Start Guide</a> </div> <div class=" guide-sidebar-link "> <a href="/software/jira/service-management/product-guide/getting-started/service-request-management" data-event="clicked" data-uuid="cb42d46f-e88b6f4dfd-7c" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level2">Service Request Management</a> </div> <div class=" guide-sidebar-link "> <a href="/software/jira/service-management/product-guide/getting-started/incident-management" data-event="clicked" data-uuid="cb42d46f-e8f0cfeb6b-32" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level2">Incident Management</a> </div> <div class=" guide-sidebar-link "> <a href="/software/jira/service-management/product-guide/getting-started/problem-management" data-event="clicked" data-uuid="cb42d46f-e8d6186edf-c0" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level2">Problem Management</a> </div> <div class=" guide-sidebar-link "> <a href="/software/jira/service-management/product-guide/getting-started/change-management" data-event="clicked" data-uuid="cb42d46f-e8e8b3b737-9d" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level2">Change Management</a> </div> <div class=" guide-sidebar-link "> <a href="/software/jira/service-management/product-guide/getting-started/enterprise-service-management" data-event="clicked" data-uuid="cb42d46f-e80d21ecdb-f2" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level2">Enterprise Service Management</a> </div> <div class=" guide-sidebar-link "> <a href="/software/jira/service-management/product-guide/getting-started/knowledge-management" data-event="clicked" data-uuid="cb42d46f-e8a20eae3c-ad" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level2">Knowledge Management</a> </div> <div class=" guide-sidebar-link "> <a href="/software/jira/service-management/product-guide/getting-started/asset-and-configuration-management" data-event="clicked" data-uuid="cb42d46f-e888789ac5-4b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level2">Asset and Configuration Management</a> </div> <div class=" guide-sidebar-link "> <a href="/software/jira/service-management/product-guide/getting-started/customer-service-management" data-event="clicked" data-uuid="cb42d46f-e8f08ff696-f6" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level2">Customer Service Management </a> </div> </div> </div> <div class=" guide-sidebar-link has-child-links "> <a href="/software/jira/service-management/product-guide/tips-and-tricks" data-event="clicked" data-uuid="cb42d46f-e823612d82-da" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level1">Tips and tricks</a> <div class="nested-links"> <div class=" guide-sidebar-link "> <a href="/software/jira/service-management/product-guide/tips-and-tricks/artificial-intelligence" data-event="clicked" data-uuid="cb42d46f-e8da38f0b8-16" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level2">AI Feature Guide</a> </div> <div class=" guide-sidebar-link "> <a href="/software/jira/service-management/product-guide/tips-and-tricks/atlassian-analytics" data-event="clicked" data-uuid="cb42d46f-e864ac2bbd-cf" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level2">Analytics Feature Guide </a> </div> <div class=" guide-sidebar-link "> <a href="/software/jira/service-management/product-guide/tips-and-tricks/assets-cloud-get-started" data-event="clicked" data-uuid="cb42d46f-e80a6fb470-e4" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level2">Assets Feature Guide </a> </div> <div class=" guide-sidebar-link "> <a href="/software/jira/service-management/product-guide/tips-and-tricks/automation" data-event="clicked" data-uuid="cb42d46f-e84ee5a882-b5" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level2">Automation Feature Guide </a> </div> <div class=" guide-sidebar-link "> <a href="/software/jira/service-management/product-guide/tips-and-tricks/chat" data-event="clicked" data-uuid="cb42d46f-e8b1c0d0bc-23" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level2">Chat Feature Guide </a> </div> <div class=" guide-sidebar-link "> <a href="/software/jira/service-management/product-guide/tips-and-tricks/form-design-best-practices" data-event="clicked" data-uuid="cb42d46f-e8b3c586e3-c8" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level2">Forms Feature Guide </a> </div> <div class=" guide-sidebar-link "> <a href="/software/jira/service-management/product-guide/tips-and-tricks/virtual-agent" data-event="clicked" data-uuid="cb42d46f-e8f5958fc2-da" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level2">Virtual Service Agent Feature Guide </a> </div> <div class=" guide-sidebar-link "> <a href="/software/jira/service-management/product-guide/tips-and-tricks/agent-onboarding" data-event="clicked" data-uuid="cb42d46f-e839ace3d8-c1" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level2">Agent Onboarding Guide </a> </div> <div class=" guide-sidebar-link "> <a href="/software/jira/service-management/product-guide/tips-and-tricks/jira-service-management-and-jira" data-event="clicked" data-uuid="cb42d46f-e891338559-d3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level2">Jira Integration Guide </a> </div> <div class=" guide-sidebar-link "> <a href="/software/jira/service-management/product-guide/tips-and-tricks/premium-onboarding" data-event="clicked" data-uuid="cb42d46f-e8c299b60f-3b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level2">Premium Plan Onboarding Guide </a> </div> <div class=" guide-sidebar-link "> <a href="/software/jira/service-management/product-guide/tips-and-tricks/team-managed-projects" data-event="clicked" data-uuid="cb42d46f-e8c3730156-c3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level2">Team-Managed Projects Guide</a> </div> <div class=" guide-sidebar-link "> <a href="/software/jira/service-management/product-guide/tips-and-tricks/facilities-service-management" data-event="clicked" data-uuid="cb42d46f-e8b25d7427-dc" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level2">Facilites Service Management </a> </div> <div class=" guide-sidebar-link "> <a href="/software/jira/service-management/product-guide/tips-and-tricks/hr-service-management" data-event="clicked" data-uuid="cb42d46f-e83151745d-53" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" data-product-key="jiraSoftware" class="guide-sidebar-child-link level2">HR Service Management </a> </div> </div> </div> </div> <script type="text/x-component"> { "type":"imkt.components.GuidedSidebar", "params": { "stickyPosition":"100", "isAgile":false } } </script></div> </div> <div class="column column-md-8 no-flex" > <div class="component component--heading"> <h1 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Quick start guide </h1> </div> <div class="component no-flex component--block guided-sidebar-block" id="introduction" data-sidebar-title="Introduction" data-title="Introduction" > <div class="component component--heading"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Introduction </h3> </div> <div class="component component--textblock "> <p>This guide is for anyone getting started setting up a service project in Jira Service Management. If you haven’t done so already, <a data-event="clicked" data-uuid="700f536d-2f0" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-product-key="jiraSoftware" data-label="sign up for Jira Service Management for free" data-label-english="sign up for Jira Service Management for free" href="/software/jira/service-management/free">sign up for Jira Service Management for free</a>. Once you’re in Jira Service Management, you can get everything set up by following the prompts. If you need additional help, or just want to see everything in one place before diving in, this guide is for you.<br /> <br /> Note that this guide is specifically for Jira Service Management <a data-event="clicked" data-uuid="700f536d-2f1" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-product-key="jiraSoftware" data-label="project administrators" data-label-english="project administrators" href="https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/">project administrators</a>. If you are a Jira Service Management agent, check out our <a data-event="clicked" data-uuid="700f536d-2f2" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-product-key="jiraSoftware" data-label="Agent Onboarding Guide" data-label-english="Agent Onboarding Guide" href="/software/jira/service-management/product-guide/tips-and-tricks/agent-onboarding">Agent Onboarding Guide</a> instead.</p> </div> <div class="component component--horizontal-rule align-left" style="padding-top:64px;"> <hr class="type2 " /> </div> </div> <div class="component no-flex component--block xs-comfortable-top guided-sidebar-block" id="1-set-up-and-customize-your-project" data-sidebar-title="1. Set up and customize your project" data-title="1. Set up and customize your project" > <div class="component component--heading"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Step 1 - Set up and customize your project </h3> </div> <div class="component component--heading-textblock"> <h4 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Create your service project </h4> <p>Jira Service Management has a variety of project templates to help teams get set up quickly by creating projects tailored to a specific team or use. These templates include pre-configured request types, workflows, and other relevant features. There are templates available for IT and customer service management, as well as a range for templates for business teams like HR, finance, and marketing.</p> </div> <div class="component component--image image-center"> <img id="1003cfd3" alt="Jira Service Management Project templates screen" class="component__image" style="width:700px;" src="https://wac-cdn.atlassian.com/dam/jcr:cf75fe61-4731-4b8a-aac7-768f4ae7993b/create-your-service-project.png?cdnVersion=2449" loading="lazy" /> </div> <div class="component component--link-button " style="text-align:center;"> <a href="https://support.atlassian.com/jira-service-management-cloud/docs/what-are-the-project-templates/" data-event="clicked" data-uuid="72bf083e-4a" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-product-key="jiraSoftware" data-label="Learn more about project templates in Jira Service Management" data-label-english="Learn more about project templates in Jira Service Management" class="component__link link-arrow " > Learn more about project templates in Jira Service Management<svg class="link-arrow-image" width="11px" height="8px" viewBox="0 0 11 8" version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><g stroke="none" stroke-width="1" fill="none" fill-rule="evenodd"><g class="group-path" transform="translate(-138.000000, -586.000000)" fill="#0052CC"><path d="M145.2803,586.507862 L144.2193,587.568863 L145.9393,589.287862 L138.7503,589.287862 C138.3363,589.287862 138.0003,589.623862 138.0003,590.037862 C138.0003,590.451862 138.3363,590.787862 138.7503,590.787862 L145.9393,590.787862 L144.2193,592.507862 L145.2803,593.568863 L148.8103,590.037862 L145.2803,586.507862 Z"></path></g></g></svg> </a> </div> <div class="component component--textblock "> <p><strong>To create a service project:</strong></p> <ol> <li>From the top menu bar select <strong>Projects</strong>, then <strong>Create project</strong>.</li> <li>From the <strong>Service management</strong> category, browse the available templates and select the one that best suits your needs.</li> <li>Review the template’s details, and if you’re happy with the one you’ve chosen, select <strong>Use template</strong> (or if you’ve chosen a Blank template, select <strong>Create blank project</strong>).</li> <li>Select either a <a data-event="clicked" data-uuid="3c93dd68-510" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-product-key="jiraSoftware" data-label="team-managed or company-managed" data-label-english="team-managed or company-managed" href="https://support.atlassian.com/jira-service-management-cloud/docs/learn-the-differences-between-classic-and-next-gen-projects/"><strong>team-managed</strong> or <strong>company-managed</strong></a> project type. (Note: team-managed project types are only available for certain project templates.)</li> <li>Name your project.</li> <li>Create a project key or use the generated key.</li> <li>Select the type of team that will use the project. This can be changed later in project settings.</li> <li>Select your the channel access to determine who can send requests to this project.</li> <li> <p>If you would like to share settings from an existing project, specify the name of the project.</p> </li> <li> <p>Review your project type selection (If the project template is available in both project types.</p> </li> <li> <p>If you’ve selected a team-managed project type, review the <strong>Access</strong> and <strong>Default language</strong> settings.</p> </li> <li> <p>Select <strong>Create project</strong>.</p> </li> </ol> </div> <div class="component component--heading-textblock"> <h4 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Customize your help center and portal </h4> <p>Customers go to your help center and portal(s) to request help. Customization is important to ensure that you provide a consistent brand experience in which your customers see all the relevant information.</p> </div> <div class="component component--image image-center"> <img id="b045b27e" alt="Jira Service Management help center" class="component__image xs-outerspace-bottom" style="width:650px;" src="https://wac-cdn.atlassian.com/dam/jcr:6b7055fe-d051-481a-b7fa-80a30b7eaa4d/service-center-updated.png?cdnVersion=2449" loading="lazy" /> </div> <div class="component component--textblock "> <p><strong>Customize your help center</strong></p> <p>Let’s start with the help center. Every Jira Service Management site comes with an online help center. And every service project comes with a portal. From the help center, customers can browse all the service project portals they have access to, submit requests, and search your embedded knowledge base to help themselves. Below is an overview of the key settings you can customize in the help center:</p> </div> <div class="container-fluid xs-none"> <div class="row flex-container"> <div class="column column-xs-6 " > <div class="intra-div flexCol alignContentStretch alignItemsStretch justifyStart noWrap anchorLastItem s0 between block-theme-one-reduce-padding "> <div class="component component--textblock "> <p><strong>Login message</strong></p> <p>Add a message on your login page to welcome your customers or guide them through the login process.</p> </div> <div class="component component--link-button "> <a href="https://support.atlassian.com/jira-service-management-cloud/docs/add-a-login-message-in-your-help-center/" data-event="clicked" data-uuid="50a31238-f2" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-product-key="jiraSoftware" data-label="Learn more" data-label-english="Learn more" class="component__link link-arrow " > Learn more<svg class="link-arrow-image" width="11px" height="8px" viewBox="0 0 11 8" version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><g stroke="none" stroke-width="1" fill="none" fill-rule="evenodd"><g class="group-path" transform="translate(-138.000000, -586.000000)" fill="#0052CC"><path d="M145.2803,586.507862 L144.2193,587.568863 L145.9393,589.287862 L138.7503,589.287862 C138.3363,589.287862 138.0003,589.623862 138.0003,590.037862 C138.0003,590.451862 138.3363,590.787862 138.7503,590.787862 L145.9393,590.787862 L144.2193,592.507862 L145.2803,593.568863 L148.8103,590.037862 L145.2803,586.507862 Z"></path></g></g></svg> </a> </div> </div> </div> <div class="column column-xs-6 " > <div class="intra-div flexCol alignContentStretch alignItemsStretch justifyStart noWrap anchorLastItem s0 between block-theme-one-reduce-padding "> <div class="component component--textblock "> <p><strong>Announcements</strong></p> <p>Announcements on your help center’s home page keep your customers updated on important news or service-related issues.</p> </div> <div class="component component--link-button "> <a href="https://support.atlassian.com/jira-service-management-cloud/docs/add-an-announcement-to-the-help-center/" data-event="clicked" data-uuid="21bea666-07" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-product-key="jiraSoftware" data-label="Learn more" data-label-english="Learn more" class="component__link link-arrow " > Learn more<svg class="link-arrow-image" width="11px" height="8px" viewBox="0 0 11 8" version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><g stroke="none" stroke-width="1" fill="none" fill-rule="evenodd"><g class="group-path" transform="translate(-138.000000, -586.000000)" fill="#0052CC"><path d="M145.2803,586.507862 L144.2193,587.568863 L145.9393,589.287862 L138.7503,589.287862 C138.3363,589.287862 138.0003,589.623862 138.0003,590.037862 C138.0003,590.451862 138.3363,590.787862 138.7503,590.787862 L145.9393,590.787862 L144.2193,592.507862 L145.2803,593.568863 L148.8103,590.037862 L145.2803,586.507862 Z"></path></g></g></svg> </a> </div> </div> </div> <div class="column column-xs-6 " > <div class="intra-div flexCol alignContentStretch alignItemsStretch justifyStart noWrap anchorLastItem s0 between block-theme-one-reduce-padding "> <div class="component component--textblock "> <p><strong>Look and feel</strong></p> <p>Customize the look and feel of your help center, including:</p> <ul> <li>Help center name</li> <li>Home page title</li> <li>Logo</li> <li>Banner</li> <li>Banner background, link, and button color</li> <li>Help center banner text color<br /> </li> </ul> </div> <div class="component component--link-button "> <a href="https://support.atlassian.com/jira-service-management-cloud/docs/brand-your-help-center/" data-event="clicked" data-uuid="5ac1086c-4f" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-product-key="jiraSoftware" data-label="Learn more" data-label-english="Learn more" class="component__link link-arrow " > Learn more<svg class="link-arrow-image" width="11px" height="8px" viewBox="0 0 11 8" version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><g stroke="none" stroke-width="1" fill="none" fill-rule="evenodd"><g class="group-path" transform="translate(-138.000000, -586.000000)" fill="#0052CC"><path d="M145.2803,586.507862 L144.2193,587.568863 L145.9393,589.287862 L138.7503,589.287862 C138.3363,589.287862 138.0003,589.623862 138.0003,590.037862 C138.0003,590.451862 138.3363,590.787862 138.7503,590.787862 L145.9393,590.787862 L144.2193,592.507862 L145.2803,593.568863 L148.8103,590.037862 L145.2803,586.507862 Z"></path></g></g></svg> </a> </div> </div> </div> <div class="column column-xs-6 " > <div class="intra-div flexCol alignContentStretch alignItemsStretch justifyStart noWrap anchorLastItem s0 between block-theme-one-reduce-padding "> <div class="component component--textblock "> <p><strong>Home page layout</strong></p> <p>Customize how your portals are displayed in your help center. Organize and feature your portals to make sure that your customers can find what they’re looking for. You can also sort your remaining portals by popularity or name.</p> </div> <div class="component component--link-button "> <a href="https://support.atlassian.com/jira-service-management-cloud/docs/edit-the-home-page-layout-in-your-help-center/" data-event="clicked" data-uuid="9670f9a6-6e" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-product-key="jiraSoftware" data-label="Learn more" data-label-english="Learn more" class="component__link link-arrow " > Learn more<svg class="link-arrow-image" width="11px" height="8px" viewBox="0 0 11 8" version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><g stroke="none" stroke-width="1" fill="none" fill-rule="evenodd"><g class="group-path" transform="translate(-138.000000, -586.000000)" fill="#0052CC"><path d="M145.2803,586.507862 L144.2193,587.568863 L145.9393,589.287862 L138.7503,589.287862 C138.3363,589.287862 138.0003,589.623862 138.0003,590.037862 C138.0003,590.451862 138.3363,590.787862 138.7503,590.787862 L145.9393,590.787862 L144.2193,592.507862 L145.2803,593.568863 L148.8103,590.037862 L145.2803,586.507862 Z"></path></g></g></svg> </a> </div> </div> </div> </div> </div> <div class="component component--textblock "> <p><strong>To change any of the items above:</strong></p> <ol> <li>Go to <strong>Settings</strong> > <strong>Products</strong>.</li> <li>Select <strong>Configuration</strong> under <strong>Jira Service Management</strong> in the sidebar menu.</li> <li>Under <strong>Customize your help center</strong>, you’ll see a list of customization options available to you.</li> <li>Choose the relevant option, make changes, and select <strong>Save changes</strong>.<br /> </li> </ol> </div> <div class="component component--image image-center"> <img id="12ce6af3" alt="Customization option available in Jira Service Management's help center" class="component__image" style="width:650px;" src="https://wac-cdn.atlassian.com/dam/jcr:c1d87292-ae75-4f34-81b9-a75141101fd1/customize-your-help-center.png?cdnVersion=2449" loading="lazy" /> </div> <div class="component component--link-button " style="text-align:center;"> <a href="https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-look-and-feel-of-your-help-center-and-portal/" data-event="clicked" data-uuid="8df67c34-35" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-product-key="jiraSoftware" data-label="Learn more about customizing your help center" data-label-english="Learn more about customizing your help center" class="component__link link-arrow " > Learn more about customizing your help center<svg class="link-arrow-image" width="11px" height="8px" viewBox="0 0 11 8" version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><g stroke="none" stroke-width="1" fill="none" fill-rule="evenodd"><g class="group-path" transform="translate(-138.000000, -586.000000)" fill="#0052CC"><path d="M145.2803,586.507862 L144.2193,587.568863 L145.9393,589.287862 L138.7503,589.287862 C138.3363,589.287862 138.0003,589.623862 138.0003,590.037862 C138.0003,590.451862 138.3363,590.787862 138.7503,590.787862 L145.9393,590.787862 L144.2193,592.507862 L145.2803,593.568863 L148.8103,590.037862 L145.2803,586.507862 Z"></path></g></g></svg> </a> </div> <div class="component component--textblock "> <p><strong>Customize your service project's portal(s)</strong></p> <p>Every service project comes with an online portal that your customers use to interact with your service team. These portals live within the help center so that your customers can request help from any team within your organization in one centralized location. Similar to the help center, you change the name of your portal(s), welcome customers with an introduction, and add your company’s logo to reflect its brand.</p> <p><strong>To customize your portal(s):</strong></p> <ol> <li>From your service project sidebar menu, go to <strong>Project settings</strong> > <strong>Portal settings</strong>.</li> <li>Edit the <strong>Name</strong>, <strong>Introduction text</strong>, and <strong>Logo</strong> fields as needed. Your logo will appear in notifications sent by your service project.</li> </ol> </div> <div class="container-fluid xs-none"> <div class="row flex-container"> <div class="column " > <div class="intra-div no-flex column__background b50 "> <div class="component component--textblock "> <p>Your portal’s header, URL, and button colors are inherited from the help center.</p> </div> </div> </div> </div> </div> <div class="component component--link-button "> <a href="https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-look-and-feel-of-your-help-center-and-portal/" data-event="clicked" data-uuid="142584c4-65" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-product-key="jiraSoftware" data-label="Learn more about customizing your help center and portal(s)" data-label-english="Learn more about customizing your help center and portal(s)" class="component__link link-arrow " > Learn more about customizing your help center and portal(s)<svg class="link-arrow-image" width="11px" height="8px" viewBox="0 0 11 8" version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><g stroke="none" stroke-width="1" fill="none" fill-rule="evenodd"><g class="group-path" transform="translate(-138.000000, -586.000000)" fill="#0052CC"><path d="M145.2803,586.507862 L144.2193,587.568863 L145.9393,589.287862 L138.7503,589.287862 C138.3363,589.287862 138.0003,589.623862 138.0003,590.037862 C138.0003,590.451862 138.3363,590.787862 138.7503,590.787862 L145.9393,590.787862 L144.2193,592.507862 L145.2803,593.568863 L148.8103,590.037862 L145.2803,586.507862 Z"></path></g></g></svg> </a> </div> <div class="component component--heading-textblock"> <h4 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Configure your service project’s email address </h4> <p>Your service project comes with a pre-configured cloud email address that you can send to customers to start using right away. You can also add one custom email address to link to an existing account (for example, the email address your IT team uses for incoming requests).</p> <p><strong>To add a custom email account for incoming requests:</strong></p> <ol> <li>From your service project sidebar menu, select <strong>Project settings</strong> > <strong>Email requests</strong>.</li> <li>Choose your email service provider in the <strong>connect a custom email account</strong> section and follow the prompts to link your account.</li> </ol> </div> <div class="component component--video-embed " > <div class="vid-thumb" > <a class="play-trigger" data-event="clicked" data-uuid="95c0b342-de" data-event-component="linkButton" data-event-container="videoEmbedInline" data-schema-version="1" data-product-key="jiraSoftware" href="https://www.youtube.com/watch?v=PIuvrYFT7q4" > <img alt="video thumbnail" style="background-image: url(https://wac-cdn.atlassian.com/dam/jcr:2676a802-b4cb-4953-92ba-cba3e42955f8/connecting-a-customer-request-email-thumbnail.png?cdnVersion=2449);" src="data:image/png;base64,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" loading="lazy" > <svg class="play-icon" width="70px" height="70px" viewBox="0 0 32 32" version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"> <path d="M16,0 C7.163444,-5.41083001e-16 1.082166e-15,7.163444 0,16 C-1.082166e-15,24.836556 7.163444,32 16,32 C24.836556,32 32,24.836556 32,16 C32,11.7565362 30.3142906,7.68687356 27.3137085,4.6862915 C24.3131264,1.68570945 20.2434638,2.5983722e-16 16,0 Z M11.1288889,22.2222222 L11.1288889,9.77777778 L23.6533333,16 L11.1288889,22.2222222 Z"></path> </svg> </a> </div> <script type="text/x-component"> { "type":"imkt.components.VideoEmbedInline", "params": { "videoId":"PIuvrYFT7q4", "source":"youtube", "behavior":"modal", "uniqueId":"95c0b342" } } </script> </div> <div class="component component--link-button "> <a href="https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/" data-event="clicked" data-uuid="ca9b49e3-ea" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-product-key="jiraSoftware" data-label="Learn more about receiving requests from an email address" data-label-english="Learn more about receiving requests from an email address" class="component__link link-arrow " > Learn more about receiving requests from an email address<svg class="link-arrow-image" width="11px" height="8px" viewBox="0 0 11 8" version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><g stroke="none" stroke-width="1" fill="none" fill-rule="evenodd"><g class="group-path" transform="translate(-138.000000, -586.000000)" fill="#0052CC"><path d="M145.2803,586.507862 L144.2193,587.568863 L145.9393,589.287862 L138.7503,589.287862 C138.3363,589.287862 138.0003,589.623862 138.0003,590.037862 C138.0003,590.451862 138.3363,590.787862 138.7503,590.787862 L145.9393,590.787862 L144.2193,592.507862 L145.2803,593.568863 L148.8103,590.037862 L145.2803,586.507862 Z"></path></g></g></svg> </a> </div> <div class="component component--horizontal-rule align-left" style="padding-top:64px;"> <hr class="type2 " /> </div> </div> <div class="component no-flex component--block xs-comfortable-top guided-sidebar-block" id="2-set-up-request-types-and-customize-queues" data-sidebar-title="2. Set up request types and customize queues" data-title="2. Set up request types and customize queues" > <div class="component component--heading"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Step 2 - Set up your request types and customize your queues </h3> </div> <div class="component component--heading-textblock"> <h4 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Set up your request types </h4> <p>Request types help you define and categorize incoming requests and allow you to collect the information you need to resolve them. Your service project comes with default request types based on the project template that was used to create it. You can customize these and add more to suit the needs of your customers and team.</p> <p>Request types can be organized into portal groups to make it easy for customers to seek the help they need. Below you can see an example of an HR service portal with request types for new employee orientation, onboarding, offboarding, internal transfers, training, and much more.</p> </div> <div class="component component--image"> <img id="d1979c95" alt="Jira Service Management example service portal" class="component__image" src="https://wac-cdn.atlassian.com/dam/jcr:250f004f-2a50-4a4c-8df4-290fa66064c2/set-up-your-request-types.png?cdnVersion=2449" loading="lazy" /> </div> <div class="component component--textblock "> <p><strong>To create a new request type:</strong></p> <ol> <li>From the navigation on the left, select <strong>Project settings</strong>, then <strong>Request types</strong></li> <li>Select <strong>Create request type</strong>.</li> </ol> <p>From here, you can select <strong>Create custom</strong> to build your own request type, or select <strong>Create from template</strong> to use templates designed for different teams and use cases to quickly create a new request type that you can edit later.<br /> <br /> <strong>Create custom</strong></p> <ol> <li> <p>Select <strong>Create custom</strong>.</p> </li> <li>Enter the request type name, description, icon, and <a data-event="clicked" data-uuid="ded0b7a1-ef0" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-product-key="jiraSoftware" data-label="issue type" data-label-english="issue type" href="https://confluence.atlassian.com/servicedeskcloud/issue-types-1097176086.html">issue type</a>, then select <strong>Next</strong>.</li> <li>Select a portal group, create a new portal group, or leave the checkbox unselected to hide this request type from your portal, then select <strong>Create</strong>.</li> </ol> <p><strong>Create from template</strong></p> <ol> <li>Browse, search, and <strong>Preview</strong> the different templates.</li> <li><strong>Select</strong> the template you want to use to create your new request type.</li> <li>Review and update the request type’s details including name, description, icon, portal group, and issue type and associated workflow, then select <strong>Save</strong>.</li> </ol> <p>For both these methods, the request type object will be created and associated with the selected issue type and workflow.</p> <p>You’ll then need to determine what fields will be displayed to both your customers and your agents. You can customize each request type to show different fields and collect the exact information your team needs to succeed.<br /> <br /> <strong>To edit a request type, including fields available in the agent and customer views:</strong></p> <ol> <li>From the navigation on the left, select <strong>Project settings</strong>, then <strong>Request types</strong></li> <li>Select the request type you want to edit.</li> <li>In the <strong>Request form</strong> tab you can manage the fields that your help seekers will see and fill in when they raise a request in the portal.<br /> <ol> <li>Drag and drop from the panel on the right to add new fields, search for fields already used on your site, or create a new custom field. You can add instructions for fields, mark them as required, or assign preset values.</li> <li>Search and attach existing forms to the request type by selecting <strong>Add form</strong>, selecting the form you want to use from the dropdown list, then selecting <strong>Add</strong>. If no forms exist, navigate to <strong>Project settings</strong> and then <strong>Forms</strong> to create the forms you need.</li> </ol> </li> <li>In the<strong> Issue view</strong> tab you can manage the fields that your agents will see – the fields that are visible to them only, as well as the fields help seekers will see on the request form. Drag and drop from the panel on the right to add new fields, search for fields already used on your site, or create a new custom field. Reorder the fields, or drag fields to <strong>Hidden when empty</strong> to change to agent’s view of the issue.</li> </ol> </div> <div class="component component--video-embed " > <div class="vid-thumb" > <a class="play-trigger" data-event="clicked" data-uuid="7f9ced6d-b0" data-event-component="linkButton" data-event-container="videoEmbedInline" data-schema-version="1" data-product-key="jiraSoftware" href="https://www.youtube.com/watch?v=A-rLFdXk8UE" > <img alt="video thumbnail" style="background-image: url(https://wac-cdn.atlassian.com/dam/jcr:a7b985e6-f650-44d0-beb5-6b0d9bc4480f/ITSM-request-portal-thumbnail.png?cdnVersion=2449);" src="data:image/png;base64,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" loading="lazy" > <svg class="play-icon" width="70px" height="70px" viewBox="0 0 32 32" version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"> <path d="M16,0 C7.163444,-5.41083001e-16 1.082166e-15,7.163444 0,16 C-1.082166e-15,24.836556 7.163444,32 16,32 C24.836556,32 32,24.836556 32,16 C32,11.7565362 30.3142906,7.68687356 27.3137085,4.6862915 C24.3131264,1.68570945 20.2434638,2.5983722e-16 16,0 Z M11.1288889,22.2222222 L11.1288889,9.77777778 L23.6533333,16 L11.1288889,22.2222222 Z"></path> </svg> </a> </div> <script type="text/x-component"> { "type":"imkt.components.VideoEmbedInline", "params": { "videoId":"A-rLFdXk8UE", "source":"youtube", "behavior":"modal", "uniqueId":"7f9ced6d" } } </script> </div> <div class="container-fluid xs-none-top"> <div class="row flex-container"> <div class="column " > <div class="intra-div no-flex column__background b50 "> <div class="component component--textblock "> <p>Note: In company-managed projects, each request type is associated with an issue type. These issue types can be shared across projects in your Jira site. <strong>Available request type fields and workflows are based on their associated issue type’s fields and workflows</strong>.</p> <p>In team-managed projects, each project has its own request types that can’t be shared across projects. This means that each team-managed project has its own request types that are independent of other projects and are not associated with an issue type.</p> </div> </div> </div> </div> </div> <div class="component component--link-button "> <a href="https://support.atlassian.com/jira-service-management-cloud/docs/categorize-customer-requests-into-request-types/" data-event="clicked" data-uuid="8db73d68-bc" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-product-key="jiraSoftware" data-label="Learn more about categorizing customer requests into request types" data-label-english="Learn more about categorizing customer requests into request types" class="component__link link-arrow " > Learn more about categorizing customer requests into request types<svg class="link-arrow-image" width="11px" height="8px" viewBox="0 0 11 8" version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><g stroke="none" stroke-width="1" fill="none" fill-rule="evenodd"><g class="group-path" transform="translate(-138.000000, -586.000000)" fill="#0052CC"><path d="M145.2803,586.507862 L144.2193,587.568863 L145.9393,589.287862 L138.7503,589.287862 C138.3363,589.287862 138.0003,589.623862 138.0003,590.037862 C138.0003,590.451862 138.3363,590.787862 138.7503,590.787862 L145.9393,590.787862 L144.2193,592.507862 L145.2803,593.568863 L148.8103,590.037862 L145.2803,586.507862 Z"></path></g></g></svg> </a> </div> <div class="component component--textblock "> <p><strong>To edit or change a workflow for a request type:</strong></p> <ol> <li>From the navigation on the left, select <strong>Project settings</strong>, then <strong>Request types</strong>. Select the <strong>More menu</strong> next to the request type you want to update.</li> <li>To edit a workflow, select <strong>View and edit workflow</strong>. Select <strong>Edit workflow</strong>, make your changes then select <strong>Publish</strong>.</li> <li>To replace a workflow, in the Workflow section:<br /> <ol> <li>select <strong>Replace using template</strong>, which will enable you to create a new pre-configured workflow from a template and link it to your request type. <strong>Preview</strong> a template to see its description, statuses, and transitions. <strong>Select</strong> the template you want to use, then review and make desired changes to the names of your new workflow and issue type. Select <strong>Continue</strong> and the new workflow and issue type will be added to your project and linked to the request type you chose to update.</li> <li>or select <strong>Replace with existing</strong>. Choose the workflow you want to use then select <strong>Update</strong>.</li> </ol> </li> <li>These options for editing or replacing a workflow can also be accessed from a specific request type's configuration screen. Select <strong>Manage workflow</strong>, then select the option you require.</li> </ol> </div> <div class="component component--heading-textblock"> <h4 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Customize your queues </h4> <p>When your service project customers raise a request, that request becomes an issue in a queue. Queues help you automatically triage issues, organize the way issues appear to your team, and highlight the issues your team should work on first based on your <a data-event="clicked" data-uuid="4eda394c-4d0" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-product-key="jiraSoftware" data-label="SLAs" data-label-english="SLAs" href="https://support.atlassian.com/jira-service-management-cloud/docs/create-service-level-agreements-slas/">SLAs</a>. Your team will be able to see how many issues are in each queue and switch between queues to work on the right issue at the right time.</p> <p>Jira Service Management comes with default queues that project admins can update to align with the way your teams triage and work on customer requests.</p> <p><strong>To access your queues:</strong></p> <ol> <li>From your service project sidebar menu, go to <strong>Queues</strong>.</li> <li>Switch between queues in the sidebar menu by selecting them.</li> </ol> <p><strong>Organize your queues:</strong></p> <p>Queues can also be organized into three sections to keep your workspace tidy:</p> <ul> <li>Starred - Starring a queue helps you handpick your favorite queues and access them quickly from your service project. Starred queues appear only in your view and won’t impact your team’s work.</li> <li>Team priority - Business-critical queues for agents to see at all times.</li> <li>Other - Queues are collapsed in this group but agents can Star to pin them in place.<br /> </li> </ul> </div> <div class="component component--image"> <img id="2faaed9e" alt="Example of a customized queue in Jira Service Management" class="component__image" src="https://wac-cdn.atlassian.com/dam/jcr:25b04432-6633-4b49-8a03-047ea99595fe/customize-your-queues.png?cdnVersion=2449" loading="lazy" /> </div> <div class="component component--textblock "> <p><strong>To arrange queues:</strong></p> <ol> <li>From your service project sidebar menu, go to <strong>Queues</strong>.</li> <li>Select <strong>Manage queues</strong>.</li> <li>Drag and drop the queues between the two groups: <strong>Team priority</strong> and <strong>Other</strong>.</li> <li>Select <strong>Close</strong>.</li> </ol> </div> <div class="component component--image image-center"> <img id="f4ef1ec3" alt="Manage queues screen from Jira Service Management" class="component__image" style="width:500px;" src="https://wac-cdn.atlassian.com/dam/jcr:1094a757-aea2-4aab-98c3-f8934aa00092/to-arrange-queues.png?cdnVersion=2449" loading="lazy" /> </div> <div class="container-fluid xs-none-top"> <div class="row flex-container"> <div class="column " > <div class="intra-div no-flex column__background b50 "> <div class="component component--textblock "> <p>To star a queue, simply hover over the queue of your choice and select the star icon</p> </div> </div> </div> </div> </div> <div class="component component--heading-textblock"> <h4 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Create a new queue </h4> <p>As we mentioned earlier, Jira Service Management comes with a set of out-of-the-box queues that your team can use and you are able to <a data-event="clicked" data-uuid="d65e28d2-d60" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-product-key="jiraSoftware" data-label="edit the default queues" data-label-english="edit the default queues" href="https://support.atlassian.com/jira-service-management-cloud/docs/edit-queues/">edit the default queues</a> to display issues based on your preferences.</p> <p>Jira Service Management also allows you to create your own queues to suit your needs. These can be set to show specific requests based on their type, status, or something more specific using a <a data-event="clicked" data-uuid="d65e28d2-d61" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-product-key="jiraSoftware" data-label="Jira query language statement" data-label-english="Jira query language statement" href="https://support.atlassian.com/jira-service-management-cloud/docs/use-advanced-search-with-jira-query-language-jql/">Jira query language statement</a>.</p> <p><strong>To create a new queue:</strong></p> <ol> <li>From your service project sidebar menu, go to <strong>Queues</strong>.</li> <li>Select <strong>Manage queues</strong> from the navigation sidebar.</li> <li>Select <strong>Create new queue</strong>.</li> <li>Enter a name for your queue.</li> <li>In the <em>Filter by</em> section, select the issue type, status, resolution, and label from the drop-down menus. You can also select <strong>Advanced</strong> to enter a <a data-event="clicked" data-uuid="d65e28d2-d62" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-product-key="jiraSoftware" data-label="JQL statement" data-label-english="JQL statement" href="https://support.atlassian.com/jira-service-management-cloud/docs/use-advanced-search-with-jira-query-language-jql/">JQL statement</a>.</li> <li>If required, select criteria from the <strong>More</strong> drop-down menu.</li> <li>If required, select an order from the <strong>Order by</strong> drop-down menu.</li> <li>From the <em>Columns section</em>, update columns by dragging and dropping to the required location. This is the order of the columns that appear in your queue.</li> <li>Select <strong>Create</strong>.<br /> </li> </ol> </div> <div class="component component--image image-center"> <img id="1267b032" alt="Create a new queue in Jira Service Management" class="component__image" style="width:715px;" src="https://wac-cdn.atlassian.com/dam/jcr:b4ab008e-0cf3-45b4-bd60-517504349860/new-queue.png?cdnVersion=2449" loading="lazy" /> </div> <div class="component component--link-button " style="text-align:center;"> <a href="https://support.atlassian.com/jira-service-management-cloud/docs/triage-customer-requests-for-your-agents-with-queues/" data-event="clicked" data-uuid="71ba8069-07" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-product-key="jiraSoftware" data-label="Learn more about triaging customer requests for your agents with queues" data-label-english="Learn more about triaging customer requests for your agents with queues" class="component__link link-arrow " > Learn more about triaging customer requests for your agents with queues<svg class="link-arrow-image" width="11px" height="8px" viewBox="0 0 11 8" version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><g stroke="none" stroke-width="1" fill="none" fill-rule="evenodd"><g class="group-path" transform="translate(-138.000000, -586.000000)" fill="#0052CC"><path d="M145.2803,586.507862 L144.2193,587.568863 L145.9393,589.287862 L138.7503,589.287862 C138.3363,589.287862 138.0003,589.623862 138.0003,590.037862 C138.0003,590.451862 138.3363,590.787862 138.7503,590.787862 L145.9393,590.787862 L144.2193,592.507862 L145.2803,593.568863 L148.8103,590.037862 L145.2803,586.507862 Z"></path></g></g></svg> </a> </div> <div class="component component--horizontal-rule align-left" style="padding-top:64px;"> <hr class="type2 " /> </div> </div> <div class="component no-flex component--block xs-comfortable-top guided-sidebar-block" id="3-add-team-members-and-customers" data-sidebar-title="3. Add team members and customers" data-title="3. Add team members and customers" > <div class="component component--heading"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Step 3 - Add your team members and customers to your service project </h3> </div> <div class="component component--heading-textblock"> <h4 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Add team members to your project </h4> <p>It’s time to get the party started! Once you have your new project set up, start inviting team members. To get your team involved, start by adding each team member as an agent to your service project.</p> <p><strong>To add team members:</strong></p> <ol> <li>From your service project sidebar menu, go to <strong>Invite team</strong>.</li> <li>Enter the email(s) of the users you would like to add as an agent.</li> <li>Select <strong>Invite</strong>.</li> <li>Your agent is added to the <strong>Service Project Team</strong> role and receives an email with a link to the service project.</li> </ol> </div> <div class="component component--image image-center"> <img id="7ce87b30" alt="Invite team members to your project in Jira Service Management" class="component__image" style="width:650px;" src="https://wac-cdn.atlassian.com/dam/jcr:4d974412-f84e-4dfe-aba1-6e8858f70c58/add-team-members.png?cdnVersion=2449" loading="lazy" /> </div> <div class="component component--heading-textblock"> <h4 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Add customers to your project </h4> <p>Next, let’s add customers to your newly created service desk. Customers are people who request help from your service project. You don’t need to add customers to your service project right away, but it’s important to learn how to add them.</p> <p>Both administrators and service project agents can add customers to a service project.</p> <p><strong>To add customers:</strong></p> <ol> <li>From your service project sidebar menu, go to <strong>Customers</strong>.</li> <li>Select <strong>Add customers</strong>.</li> <li>Enter the customer’s email. Separate customers by commas to add more than one at a time.</li> <li>Add the customer to an <a data-event="clicked" data-uuid="a8b52054-330" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-product-key="jiraSoftware" data-label="organization" data-label-english="organization" href="https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/">organization</a> (optional).</li> <li>Select <strong>Add</strong>.</li> <li>Customers will receive an invitation email. Go to <a data-event="clicked" data-uuid="a8b52054-331" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-product-key="jiraSoftware" data-label="customer notifications" data-label-english="customer notifications" href="https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/">customer notifications</a> to view or customize the invitation email.</li> </ol> <p>You can also set up Jira Service Management to allow customers to add themselves. Or, you can open your service project to Jira users. <a data-event="clicked" data-uuid="a8b52054-332" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-product-key="jiraSoftware" data-label="Learn more about customer permissions" data-label-english="Learn more about customer permissions" href="https://support.atlassian.com/jira-service-management-cloud/docs/customer-permissions-for-your-service-project-and-jira-site/">Learn more about customer permissions</a>.</p> </div> <div class="component component--image image-center"> <img id="4c10beaa" alt="Add customers in Jira Service Management" class="component__image" style="width:550px;" src="https://wac-cdn.atlassian.com/dam/jcr:9af5c07e-4fdc-4cee-a12f-91b4b9861be4/add-customers.png?cdnVersion=2449" loading="lazy" /> </div> <div class="component component--textblock "> <p>Now that you’re done with the basics, take your project to the next level with our collection of helpful how-to guides, explainers, and documentation. There’s plenty more to learn…</p> <ol> <li>Check out our <a data-event="clicked" data-uuid="03c18cb8-4a0" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-product-key="jiraSoftware" data-label="Jira Service Management on-demand demo" data-label-english="Jira Service Management on-demand demo" href="/software/jira/service-management/demo">Jira Service Management on-demand demo</a> where you can choose specific features that you are interested in for a personalized demo.</li> <li>Check out the other <a data-event="clicked" data-uuid="03c18cb8-4a1" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-product-key="jiraSoftware" data-label="Jira Service Management product guides" data-label-english="Jira Service Management product guides" href="/software/jira/service-management/product-guide">Jira Service Management product guides</a>, covering everything from basics to in-depth practices.</li> <li>Download <a data-event="clicked" data-uuid="03c18cb8-4a2" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-product-key="jiraSoftware" data-label="Jira Service Management for Mobile" data-label-english="Jira Service Management for Mobile" href="/software/jira/service-management/mobile-app">Jira Service Management for Mobile</a> so you can deliver great service on the go.</li> </ol> </div> <div class="component component--horizontal-rule align-left" style="padding-top:64px;"> <hr class="default " /> </div> </div> <div class="container-fluid"> <div class="row flex-container"> <div class="column column-md-5 " > <div class="intra-div flexCol alignContentStretch alignItemsStretch justifyStart noWrap anchorLastItem s0 between block-theme-one-reduce-padding "> <div class="component component--heading-textblock"> <h5 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > About Jira Service Management </h5> <p>Overview</p> </div> <div class="component component--link-button "> <a href="/software/jira/service-management/product-guide/overview" data-event="clicked" data-uuid="848792f0-4f" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-product-key="jiraSoftware" data-label="Read guide" data-label-english="Read guide" class="component__link link-arrow " > Read guide<svg class="link-arrow-image" width="11px" height="8px" viewBox="0 0 11 8" version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><g stroke="none" stroke-width="1" fill="none" fill-rule="evenodd"><g class="group-path" transform="translate(-138.000000, -586.000000)" fill="#0052CC"><path d="M145.2803,586.507862 L144.2193,587.568863 L145.9393,589.287862 L138.7503,589.287862 C138.3363,589.287862 138.0003,589.623862 138.0003,590.037862 C138.0003,590.451862 138.3363,590.787862 138.7503,590.787862 L145.9393,590.787862 L144.2193,592.507862 L145.2803,593.568863 L148.8103,590.037862 L145.2803,586.507862 Z"></path></g></g></svg> </a> </div> </div> </div> <div class="column column-md-5 " > <div class="intra-div flexCol alignContentStretch alignItemsStretch justifyStart noWrap anchorLastItem s0 between block-theme-one-reduce-padding "> <div class="component component--heading-textblock"> <h5 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Getting Started </h5> <p>Service Request Management</p> </div> <div class="component component--link-button "> <a href="/software/jira/service-management/product-guide/getting-started/service-request-management" data-event="clicked" data-uuid="f6efe3b6-27" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-product-key="jiraSoftware" data-label="Read guide" data-label-english="Read guide" class="component__link link-arrow " > Read guide<svg class="link-arrow-image" width="11px" height="8px" viewBox="0 0 11 8" version="1.1" 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