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Navigating Your Team Project
Queues - View all issues
Knowledge base - Customer facing documentation, if applicable
Filters - View or create unique, custom filters to help you stay organized
Create - Create a new issue
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Creating New Issues
Creating issues requires basic fields to be populated in order to process a request.
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Issue Type
Requests - Customer request for work to be completed.
General Support - A request created through the portal (by a customer or a team member)
Email Request - A request created as an email that is received by the system.
Task - Internal issue between team members, not initiated by a customer.
Project - Internal issue between team members to track project work.
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Note: Customer information is limited to just their email address.
Queues
Queues - View by request type, team, or location.
Format: Issue Type - Description
Type
R - Request
P - Project
T - Task
Description
My “Issue Type” Each team’s Jira Service Desk space will have unique request types
Description
Assigned to me - all open issues assigned to the current user
High Priority - all high priority open issues
New Issues - incoming email requests that still need to be sorted/assigned
Triage - all open issues that need to be triaged by the group
Location - all open issues per location
Your queues will vary depending on your department’s needs. These can be configured by location, topic, etc. This helps you organize your requests and manage them appropriately.
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