/
Navigating Jira Service Management

Navigating Jira Service Management

Use this guide to understand how to navigate through queues and some of the other basic functionality in Jira Service Management.

Once you have logged in to Jira Service Management (see Login to Jira Service Management) and have navigated to your Project (see Select your Project in Jira Service Management), the left-hand menu lists a number of items.

Description of each of the left-hand menu options:

Queues are like channels that can help sort out different customer requests that are sent to you.

Raise a request: Using this feature will direct you to the customer portal page. This is the page that is accessed by most students and staff to submit a request. You can also submit a request on behalf of a customer using this portal. 

Knowledge Base: This feature will allow you access the Knowledge Base (KB) articles connected to your Jira Service Management project. The KB articles can be solutions to problems that customers may have, troubleshooting tips or articles that provide step by step instructions on how to resolve a common issue. An article in this knowledge base can be shared with the customer. For more information please see Sharing Suggested KB articles