Getting Started with Jira Service Management

Jira Service Management is Atlassian’s service management tool. It is designed to help teams manage and deliver services to their customers. Jira Service Management streamlines service desk operations, enables efficient incident management, problem resolution, and change management, and provides a self-service portal for users to access information and submit requests.

See Atlassian’s Jira Service Management for project administrators or Jira Service Management for agents guide for everything you need to know to begin using Jira Service Management.

To request a new Jira Service Management project, access to an existing project, or support with an existing project please contact IST’s Atlassian Support.


Jira Service Management roles and permissions


A role is a set of permissions granted to a user or group. Learn more about Jira Service Management roles.

The University of Waterloo uses Grouper to manage groups in Atlassian. When a project is created IST creates an administrator and agent group in Grouper and syncs this to the Jira Service Management project with the appropriate project role. Project administrators are given permission to add and remove users from these groups in Grouper. Learn more about how to add and remove users from Grouper.


  • When using Grouper you will need to be connected to the internet on-campus or utilize the VPN.

  • Administrators and agents must have a Jira Service Management license to access the project. A license can be requested from IST by completing the Atlassian request form.


Each project has a permission scheme that indicates what roles have permission to act in a specified way. In company-managed projects, permission schemes can be shared by multiple projects and can only be changed by IST’s Atlassian support. Learn more about Jira Service Management project permissions.

Customer permissions

Customer permissions set permissions for who can:

  • View the customer portal

  • Send requests to the project

  • Customers share requests with

Any project administrator can make changes to the customer permissions. Learn more about Jira Service Management customer permissions.

Issue security levels

Issue security levels allow you to control who in the project can see what issues. This can be helpful when you are working with confidential or sensitive information. Learn more about Jira Service Management issue security levels.

Note: Issue security schemes are created and associated with the project by IST’s Atlassian support.

Jira Service Management Notifications

Notifications are messages sent to your team and customers about events that have occurred. There are two types of notifications: customer notifications and internal notifications.

Customer notifications

Choose when notifications are sent, and how notifications look and feel to customers. Learn more about customer notifications.


Each project uses a notification scheme to determine what users, roles, or groups receive a notification for a specified event. In a company-managed project notification schemes can be shared by multiple projects and changes are made by IST’s Atlassian support. Learn more about notifications.

Personal notifications

Each user can control when they receive notifications from Jira Service Management. A user's personal notification settings will take precedence over the project notification settings. Learn more about managing personal notification settings.

Customer satisfaction (CSAT)

When you resolve a request, send an email notification to customers asking them to rate and comment on their experience. Learn more about managing customer satisfaction notifications.

Workflows, issue types, and request types

Every request type in Jira Service Management is connected to an issue type, and each issue type is connected to a workflow - all of these together form your issue. Learn more about how workflows, issue types, and request types connect.


Workflows are the set of statuses and transitions that an issue will move through. Learn more about customizing workflows and workflow schemes.

Issue types

Issue types manage the foundational settings of an issue. For example, connecting an issue type with a workflow allows any issues of that issue type to use that workflow. Issue types can be shared across multiple projects. Learn more about issue types and how to manage them.

Request types

Request types are the types of requests that can be raised in your project. They manage the specific settings of an issue (naming, portal customization, etc.) Learn more about request types and how to manage them.


Customer requests can be organized into queues. You can use the pre-configured queues in your service project or you can create your own custom queues. Learn more about Queues and how to manage them.

Customer requests

Customer portal

Customers can send and track requests through your project's customer-facing site, also known as the customer portal. Learn how to set up and customize a portal.

Forms can use conditional logic, and rich formatting and can be used without custom fields. Enhance requests by attaching forms to request types. Learn more about forms and how to manage them.

Email requests

Connect an email to your service project so you can capture requests emailed by your customer. Learn more about how to receive requests from an email address.

Confluence knowledge base

Link a Confluence Knowledge Base to your project, as a self-service feature for customers or for helpful articles you can easily share with customers. Learn more about setting up a knowledge base for your project.

Service level agreements (SLAs)

Service level agreements let you set time-based goals so your team can track how well they are meeting the service level expected by customers. Learn more about configuring service-level agreements.


Automation allows you to automate processes and workflow, removing the need for you and your team to perform manual tasks. Each automation rule is made up of three parts; triggers, conditions, and actions. Learn more about automation and how to write automation rules.

Searches, Filters, and Subscriptions


There are three ways to search for an issue in Jira Service Management; quick search, basic search, and advanced search. Learn more about searching in Jira Service Management.

Note: An advanced search is the most powerful search method as criteria can specified that other search methods cannot but it requires knowledge of Jira Query Language (JQL).


Filters are saved searches. Filters can be used for frequently searched criteria, filter subscriptions, reports, and more. Learn more about filters in Jira Service Management.

Filter Subscriptions

Subscribing to a filter allows a user or group to receive notifications for all issues returned by a search on a specified interval. Learn how to subscribe to a filter.

Reports and dashboards


Reports are a visual representation of data in your project. There are two types of reports, default reports and custom reports. Learn more about reports and how to create them.


Custom dashboards can be created and shared with users, groups, or projects. Add charts, tables, and more to the dashboard with gadgets. Learn more about dashboards and how to create them.

Jira Query Language (JQL)

Jira Query Langauge is the most flexible way to search. Jira Query Language can be used to configure queues, reports, advanced searches, filters, and more. Learn more about using Jira Query Language.

Need help?

Contact Atlassian Support.

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