Documentation for JIRA Service Desk 3.

1
Documentation for JIRA Service Desk 3.1 2

Contents
JIRA Service Desk Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
JIRA applications overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Permissions overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Installing JIRA Service Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Getting started with JIRA Service Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Getting started for service desk admins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Setting up your service desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Creating service desk request types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Making queues for your service desk teams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Adding service desk agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Customize your service desk channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Bring your service desk to the next level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Introduce customers to your service desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Getting started for service desk agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Administering service desk projects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Automating your service desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Configuring the customer portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Configuring service desk notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Managing access to your service desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Receiving requests by email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Managing the email channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Troubleshooting issues with the email channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Setting up queues for your team . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Setting up request types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Troubleshooting issues with request types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Setting up service desk users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Managing project role memberships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Using JIRA applications with HipChat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Default service desk project configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Working on service desk projects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Using service desk queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Working with issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Adding request participants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Attaching files and screenshots to issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Creating issues and sub-tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Raising requests on behalf of customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Creating issues using the CSV importer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Editing and collaborating on issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Linking issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Editing multiple issues at the same time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Scheduling an issue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Moving an issue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Customizing the issues in a project . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Logging work on issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Searching for issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Basic searching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Quick searching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Advanced searching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Advanced searching - fields reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Advanced searching - keywords reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Advanced searching - operators reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Advanced searching - functions reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Search syntax for text fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Saving your search as a filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Working with search results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

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Documentation for JIRA Service Desk 3.1 3

Constructing cron expressions for a filter subscription . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

Configuring dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Adding and customizing gadgets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Gadgets for JIRA applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Managing your user profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
Allowing OAuth access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Requesting add-ons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Using keyboard shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Organizing work with components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Organizing work with versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Setting up service desk reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Setting up SLAs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Reporting on SLAs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Example: creating a basic SLA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Example: creating an SLA that doesn't track continuous time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Example: creating an SLA with multiple cycles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Serving customers with a knowledge base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Using the help center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Collecting customer satisfaction (CSAT) feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
JIRA Service Desk best practices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
Best practices for designing the customer portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
Best practices for IT teams using JIRA Service Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
Getting help with JIRA Service Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221

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Documentation for JIRA Service Desk 3.1 4

JIRA Service Desk Documentation

Put the power of JIRA in the hands of your service desk team.
Check out the latest JIRA Service Desk Server release notes here.

Getting started Administering a service Serving your customers

Installing JIRA Service Desk
desk Configuring the customer portal
Getting started guides Setting up service desk reports Setting up service level
agreements
Setting up service desk users Setting up request types
Receiving requests by email

Integrations
Working on a service Latest service desk news
Serving customers with a
knowledge base
desk JIRA Service Desk Server release
notes
Using JIRA applications with Using service desk queues
HipChat
Working with issues
Searching for issues

JIRA applications overview

The JIRA family of applications are built on the JIRA platform. JIRA Core is the default application of the JIRA
platform, and will always be present in a JIRA instance. You may also choose to include other applications in
your instance, such as JIRA Software and JIRA Service Desk. A user may require access to one, all, or any
combination of these applications. If you're a JIRA administrator, you may want to read some more information
on licensing and application access. See Licensing and application access.

Application features and project types

Each application delivers a tailored experience for its users, and has an associated project type which in turn
offers application specific features. Below is a list of the project types, and their associated application specific
features.

Application Project type Application specific feature set

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Documentation for JIRA Service Desk 3.1 5

JIRA Core Available to all licensed users

Business projects

JIRA Software Integration with development tools

Agile boards
Release hub for software versions

Software projects

JIRA Service Service Level Agreements (SLAs)

Desk A customisable web portal for customers
Permission schemes allowing customer
access

Service Desk projects

All users that can log in to a JIRA instance will be able to see all the projects in that instance (pending
permissions), but they will only be able to see the application-specific features when they have application
access. For example, a Software project is able to display information from linked development tools, such
as Bitbucket and FishEye, as well as agile boards, but this information is only viewable by a JIRA Software user.
A JIRA Core user would be able to see the Software project, but would not be able to see the Software-specific
features, like agile boards or the information from linked development tools. Likewise, a JIRA Software user
would not be able to see any JIRA Service Desk application-specific features on a Service Desk project, only a
basic view of the project and its issues.
A list of the applications, their user roles, and their project's application specific features is listed below:

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Documentation for JIRA Service Desk 3.1 6

JIRA Core JIRA Software JIRA Service Desk

JIRA-Core-user JIRA-Software-user JIRA-ServiceDesk-agent

Business Project Create

Projects level
View

Issue Create
level
View

Comment

Transition

JIRA View
Gadgets

Software Project Create

Projects level
View

Issue Create
level
View

Comment

Transition

View
Development
Information

View
Release
information

Board Create
level
View

JIRA View
Software
gadgets

Service Desk Project Create

Projects level
View

Issue Create
level
View

Comment

Transition

SLA Create
level
View

Queue Create
level
View

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Documentation for JIRA Service Desk 3.1 7

JIRA View
Service
Desk
gadgets

Permissions overview
This page describes the different types of permissions and access rights that can be set up in JIRA
applications.

What are permissions?

Permissions are settings within JIRA applications that control what users within those applications can see
and do. All JIRA applications allow a variety of permissions: from whether users can create new projects to
whether a user can see a specific type of comment on an issue. These permissions can differ between
applications.
Permissions are different from application access, which is controlled by groups that have Use access for an
application. For more information about setting application access, see Managing user access to JIRA
applications.

Types of permissions

There are three types of permissions in JIRA applications, and they range from the high-level to granular:
Global permissions - These apply to applications as a whole, not individual projects (for example,
whether users can see the other users in the application).
Project permissions - Organized into permission schemes, these apply to projects (e.g. who can see
the project's issues, create, edit and assign them). While project admins can assign users to a project,
they can't customize the permission schemes for a project. There are lots of project-level permissions
you can set to control what users can do within a project.
Issue security permissions - Organized into security schemes, these allow the visibility of individual
issues to be adjusted (within the bounds of the project's permissions). For example, issue security
permissions can let you set up types of issues that can only be seen by project admins or users in
specific groups.

How do permissions get assigned?

Permissions can be assigned to groups or to project roles/and or issue roles. This diagram illustrates how
permissions are assigned to users:

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Who can set permissions?

Permission Can be set by For more info, see...

Global permission A user with the JIRA System administrator Managing global
permission permissions
A user in a group with Admin access

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Project permission A user with the JIRA System administrator Managing project
permission permissions
A user in a group with Admin access

Issue security A user with the JIRA System administrator Configuring issue-level
permission permission security
A user in a group with Admin access
A project admin

JIRA Service Desk global and project permissions

JIRA Service Desk provides a standard permission scheme (JIRA Service Desk Permission scheme for proje
ct) that automatically gives your service desk users the correct permissions for the project role they are
in. For example, adding agents to your service desk will add users to the Service Desk Team role. This role
gives them access to JIRA Service Desk projects to which they're assigned and also allows them to work on
issues.

Global permissions

At installation time, JIRA Service Desk creates a global permission named JIRA Service Desk agent
access. If agent based pricing is enabled for the instance, users who require access to agent views or
functionality need to have this permission. The number of users who are granted this permission determines
how many agent licenses are used on the system.

Project permissions

This table shows the permission configuration for a standard service desk project permission scheme:

Project Users / Groups / Explanation

Permissions Project roles

Administer Project Role Permission to administer a project. This includes the ability to edit
Projects (Administrators) project role membership, project components, project versions and
certain project details (Project Name, URL, Project Lead, Project
Description).

Browse Service Desk Permission to browse projects, use the Issue Navigator and view
Projects Customer - individual issues (except issues that have been restricted via issue
Portal Access security). Many other permissions are dependent on this
Project Role permission, e.g. the 'Work On Issues' permission is only effective
(Service Desk for users who also have the 'Browse Projects' permission.
Team)
Project Role
(Administrators)

View Project Role

Development (Administrators)
Tools

View Project Role Permission to view the project's 'read-only' workflow when viewing
(Read-Only) (Service Desk an issue. This permission provides the 'View Workflow' link against
Workflow Team) the Status field of the 'View Issue' page.
Project Role
(Administrators)

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Issue Users / Groups / Explanation

Permissions Project roles

Create Service Desk Permission to create issues in the project. (Note that the Create
Issues Customer - Attachments permission is required in order to create attachments.)
Portal Access Includes the ability to create sub-tasks (if sub-tasks are enabled).
Project Role
(Service Desk
Team)
Project Role
(Administrators)

Edit Issues Service Desk Permission to edit issues (excluding the 'Due Date' field — see the
Customer - Schedule Issues permission). Includes the ability to convert issues
Portal Access to sub-tasks and vice versa (if sub-tasks are enabled). Note that the
Project Role Delete Issue permission is required in order to delete issues. The
(Service Desk Edit Issue permission is usually given to any groups or project roles
Team) who have the Create Issue permission (perhaps the only exception
Project Role to this is if you give everyone the ability to create issues — it may
(Administrators) not be appropriate to give everyone the ability to edit too). Note that
all edits are recorded in the issue change history for audit purposes.

Transition Service Desk Permission to transition (change) the status of an issue.

Issues Customer -
Portal Access
Project Role
(Service Desk
Team)
Project Role
(Administrators)

Schedule Service Desk Permission to schedule an issue — that is, to edit the 'Due Date' of
Issues Customer - an issue. In older versions of JIRA this also controlled the
Portal Access permission to view the 'Due Date' of an issue.
Project Role
(Service Desk
Team)
Project Role
(Administrators)

Move Issues Service Desk Permission to move issues from one project to another, or from one
Customer - workflow to another workflow within the same project. Note that a
Portal Access user can only move issues to a project for which they have Create
Project Role Issue permission.
(Service Desk
Team)
Project Role
(Administrators)

Assign Service Desk Permission to assign issues to users. Also allows autocompletion of
Issues Customer - users in the Assign Issue drop-down. (See also Assignable User
Portal Access permission below)
Project Role
(Service Desk
Team)
Project Role
(Administrators)

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Assignable Project Role Permission to be assigned issues. (Note that this does not include
User (Service Desk the ability to assign issues; see Assign Issue permission).
Team)
Project Role
(Administrators)

Resolve Service Desk Permission to resolve and reopen issues. This also includes the
Issues Customer - ability to set the 'Fix For version' field for issues. Also see the Close
Portal Access Issues permission.
Project Role
(Service Desk
Team)
Project Role
(Administrators)

Close Issues Service Desk Permission to close issues. (This permission is useful where, for
Customer - example, developers resolve issues and testers close them). Also
Portal Access see the Resolve Issues permission.
Project Role
(Service Desk
Team)
Project Role
(Administrators)

Modify Service Desk Permission to modify the 'Reporter' of an issue. This allows a user to
Reporter Customer - create issues 'on behalf of' someone else. This permission should
Portal Access generally only be granted to administrators.
Project Role
(Service Desk
Team)
Project Role
(Administrators)

Delete Issues Service Desk Permission to delete issues. Think carefully about which groups or
Customer - project roles you assign this permission to; usually it will only be
Portal Access given to administrators. Note that deleting an issue will delete all of
Project Role its comments and attachments, even if the user does not have the
(Service Desk Delete Comments or Delete Attachments permissions. However, the
Team) Delete Issues permission does not include the ability to delete
Project Role individual comments or attachments.
(Administrators)

Link Issues Service Desk Permission to link issues together. (Only relevant if Issue Linking is
Customer - enabled).
Portal Access
Project Role
(Service Desk
Team)
Project Role
(Administrators)

Set Issue Service Desk Permission to set the security level on an issue to control who can
Security Customer - access the issue. Only relevant if issue security has been enabled.
Portal Access
Project Role
(Service Desk
Team)
Project Role
(Administrators)

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Voters & Users / Groups / Explanation

Watchers Project Roles
Permissions

View Voters Service Desk Permission to view the voter list and watcher list of an issue. Also,
and Customer - see the Manage Watcher List permission.
Watchers Portal Access
Project Role
(Service Desk
Team)
Project Role
(Administrators)

Manage Service Desk Permission to manage (i.e. view/add/remove users to/from) the
Watcher List Customer - watcher list of an issue.
Portal Access
Project Role
(Service Desk
Team)
Project Role
(Administrators)

Comments Explanation
Permissions

Add Service Desk Permission to add comments to issues. Note that this does not
Comments Customer - include the ability to edit or delete comments.
Portal Access
Project Role
(Service Desk
Team)
Project Role
(Administrators)

Edit All Project Role Permission to edit any comments, regardless of who added them.
Comments (Service Desk
Team)
Project Role
(Administrators)

Edit Own Service Desk Permission to edit comments that were added by the user.
Comments Customer -
Portal Access
Project Role
(Service Desk
Team)
Project Role
(Administrators)

Delete All Project Role Permission to delete any comments, regardless of who added them.
Comments (Service Desk
Team)
Project Role
(Administrators)

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Documentation for JIRA Service Desk 3.1 13

Delete Own Service Desk Permission to delete comments that were added by the user.
Comments Customer -
Portal Access
Project Role
(Service Desk
Team)
Project Role
(Administrators)

Attachments Users / Groups / Explanation

Permissions Project Roles

Create Service Desk Permission to attach files to an issue. (Only relevant if attachments
Attachments Customer - are enabled). Note that this does not include the ability to delete
Portal Access attachments.
Project Role
(Service Desk
Team)
Project Role
(Administrators)

Delete All Project Role Permission to delete any attachments, regardless of who added
Attachments (Service Desk them.
Team)
Project Role
(Administrators)

Delete Own Service Desk Permission to delete attachments that were added by the user.
Attachments Customer -
Portal Access
Project Role
(Service Desk
Team)
Project Role
(Administrators)

Time Users / Groups / Explanation

Tracking Project Roles
Permissions

Work On Project Role Permission to log work against an issue, i.e. create a worklog entry.
Issues (Service Desk (Only relevant if Time Tracking is enabled).
Team)
Project Role
(Administrators)

Edit Own Project Role Permission to edit worklog entries that were added by the user.
Worklogs (Service Desk (Only relevant if Time Tracking is enabled). Also, see the Work On
Team) Issues permission.
Project Role
(Administrators)

Edit All Project Role Permission to edit any worklog entries, regardless of who added
Worklogs (Administrators) them. (Only relevant if Time Tracking is enabled). Also, see the
Work On Issues permission.

Delete Own Project Role Permission to delete worklog entries that were added by the user.
Worklogs (Service Desk (Only relevant if Time Tracking is enabled). Also, see the Work On
Team) Issues permission.
Project Role
(Administrators)

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Documentation for JIRA Service Desk 3.1 14

Delete All Project Role Permission to delete any worklog entries, regardless of who added
Worklogs (Administrators) them. (Only relevant if Time Tracking is enabled). Also, see the
Work On Issues permission.

Using custom permission schemes

If you are a service desk administrator and you want to customize the standard permission scheme, make
sure that the roles have the mandatory permissions. See Customizing JIRA Service Desk permissions.

Resolving permission scheme errors

If you encounter any error messages related to your service desk's permission scheme, check out Resolving
JIRA Service Desk permission errors.

Installing JIRA Service Desk

If you are migrating from an existing JIRA instance with the JIRA Service Desk add-on, please check out
our Migration Hub first.

Create a basic service desk project for teams that only need a few request types, or create an IT service desk
for teams working with change and incident management processes.

Before you get your agents and customers started on a local instance of JIRA Service Desk Server, read the JIR
A Service Desk release notes for the version that you are installing or upgrading to, then follow these
instructions:
1. View the available JIRA Server applications here.
2. Select your JIRA Service Desk Server package.
3. Download the installer.
4. Once the installer has downloaded, run it and follow the Installing JIRA applications steps.
If you experience any problems with your installation or you have any questions, contact Support.

Get more out of your new JIRA Service Desk instance:

Connecting JIRA Service Desk to other Atlassian products enables a host of new integration features.
Learn more below:
Using JIRA applications with Confluence — Confluence is a content creation and collaboration
platform that connects teams with the content, knowledge, and coworkers they need to get work
done, faster.
Using JIRA applications with HipChat — HipChat is hosted group chat and video chat for
companies and teams.

Getting started with JIRA Service Desk

JIRA Service Desk overview

JIRA Service Desk combines the productivity and power of the JIRA platform with an intuitive user
experience that allows service teams to focus on the customer. Throughout this tutorial, we will reference the
example of a new customer who uses JIRA Service Desk to send requests to his company's IT Team so he
can settle into his new role. Here's how the customer and a service desk agent work together to resolve a
request using JIRA Service Desk:

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Documentation for JIRA Service Desk 3.1 15

1 - Customer needs
assistance and submits a
request to JIRA Service
Desk.

2 - Service desk agent

picks up the issue.

3 - Customer and service

desk agent discuss the
problem.

4 - The customer is
satisfied and the service
desk agent resolves the
issue!

Created in 2016 by Atlassian. Licensed under a Creative Commons Attribution 2.5 Australia License.
Documentation for JIRA Service Desk 3.1 16

Request vs. issue

Your customers submit a JIRA Service Desk request through the customer portal or by email. These
requests become issues that your agents work on internally in the JIRA Service Desk agent view.
How customers see a request in the customer How agents see an issue in the JIRA Service Desk
portal: agent view:

JIRA Service Desk roles

There are three main roles in JIRA Service Desk: administrator, agent, and customer. This guide focuses on
the two licensed roles: administrators and agents. The administrator sets up and configures JIRA Service
Desk projects. The agent works with the preconfigured service desk projects. Service desk customers are
free and do not require a license. You can invite an unlimited number of customers to your service desk
projects.

Admin Agent

User with administrative rights for your service desk User who works on and resolves customer requests
who can: who can:
Access all features in JIRA Service Desk Access the internal service desk interface
Add and remove users to and from service View the customer portal, queues, reports
desk projects and SLA metrics of assigned service desk
Configure the customer portal, request types, projects
queues, reports and SLA metrics Add, edit and delete customer-facing and
Perform all tasks outlined in Admin and Agent private comments on issues
tutorials Manage knowledge base content

Ready to dive into JIRA Service Desk?

Click the admin or agent buttons below to proceed.

I am a service desk admin I am a service desk agent

Getting started for service desk admins

Welcome to JIRA Service Desk for admins! In this tutorial, we'll introduce
you to your workspace and walk you through the process of setting up a
service desk project for your team of agents and a corresponding
customer-facing site (which we call the customer portal). We'll be focusing
on basic JIRA Service Desk features and tasks to help you get up and
running quickly. By the end of this tutorial, you will have:
Set up 1 service desk project

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Documentation for JIRA Service Desk 3.1 17

Added 3 agents Audience:

Prepared your customer portal to receive customer requests
Service
desk
A quick look at JIRA Service Desk: administrat
ors
Team
managers
Time: 30 minutes

Queues Reports

As an admin, you will set up and configure queues Use the Reports tab to view your team's workload.
for your agents. Your agents will then view and work You can also set up custom reports to track your
on issues from the same tab: team's progress in more detail:

Project administration Customer portal

Here, you will administer request types, brand your This link lets you navigate the customer view of your
customer portal, link your service desk to an email service desk project:
account, and manage users:

Now that you are familiar with your service desk workspace, you can set up your own JIRA Service
Desksite and add your first project.
Let's go!

Setting up your service desk

1. Setting up
your service
desk
2. Creating
service desk
request types
3. Making

Created in 2016 by Atlassian. Licensed under a Creative Commons Attribution 2.5 Australia License.
Documentation for JIRA Service Desk 3.1 18
3.
queues for
your service
desk teams
4. Adding
service desk
agents
5. Customize
your service
desk channels
6. Bring your
service desk
to the next
level
7. Introduce
customers to
your service
desk
Let's get your service desk ready to use by setting you up with a JIRA Service Desk Cloud site. Cloud is our
hosted offering and will allow you to set up your own site without installing a thing!

If you have an existing Cloud site, skip ahead to create a service desk project. If your administrator
has set you up as a project admin for an existing project, jump to Step 2 to create your request types.

Sign up for a JIRA Service Desk site Can't use

Cloud?
Signing up for JIRA Service Desk Cloud will provide you with a If you cannot use
fully-functional JIRA Service Desk site for one month. JIRA Service
1. Open this link in a new tab to view the signup page directly. Desk Cloud,
2. Follow the signup form steps to enter your site URL and admin instructions for
username. installing JIRA
3. Once you have completed the signup process, grab a quick coffee (or Service Desk
tea, if that's your preference) — it will take a few minutes for Server are
your JIRA Service Desk Cloud site to be created. You will receive an available below.
email when your site is ready. Installing
JIRA on
Windows
Installing
JIRA on
Linux

Create a project

JIRA Service Desk comes with default project templates that you can use to
suit your team's needs. Create a basic service desk project for teams that
only need a few request types, or create an IT service desk for teams
working with change and incident management processes. Let's get you set
up with a basic service desk project.
1. Open the link just emailed to you to log in to your new site with the
administrator credentials you selected.
2. Select Projects > Create Project from the the top navigation bar of
your site.
3. Select "Basic Service Desk".
4. Name your project. In this example, we'll use the project name
"Charlie Cake Franchises". The project key should be automatically
populated, but you can change the key if you'd like. If you see options
to link another application, leave these options unchecked.
5. Select Submit to create your project.

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Documentation for JIRA Service Desk 3.1 19

Nice work! You now have a service desk site with one project. You will now learn to set up request
types, which define the requests customers can submit to your team's service desk project.

Next

Creating service desk request types

1. Setting up
your service
desk
2. Creating
service desk
request types
3. Making
queues for
your service
desk teams
4. Adding
service desk
agents
5. Customize
your service
desk channels
6. Bring your
service desk
to the next
level
7. Introduce
customers to
your service
desk
Request types let you define and organize incoming issues so your service
desk team can more efficiently help your customers. If you're moving from
an existing help desk application, you can add your existing request
categories during this step. If you're setting up service desk request types Requests vs.
for the first time: Issues
Think about how your customer would write a request (e.g. 'Need a Remember that
new monitor' vs 'Hardware Request'); customers
Break things down into smaller chunks (e.g. 'Help with printer submit requests t
configuration', 'Help with laptop problems', 'Help with software o your service
problems'); and desk and your
Avoid specialist terminology (e.g. 'I need access to a system' vs team picks up the
'Deploy SSH key'). corresponding iss
ues to work on
By the end of this step, your project's request type page should look internally.
something like this:

Create new request types

Let's go ahead and add two new request types, so you can familiarize

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Documentation for JIRA Service Desk 3.1 20

yourself with the request type configuration options.

1. In your new service desk project, select Project administration > Re
quest types.
2. In the new request type form at the top of the page, change the
request type icon and enter the following details for a new "Get wi-fi
access" request type. Note that a new request group will be created
as soon as you enter a new name in the Groups field:

Select Add when finished entering your request type details.

3. Create a second request type called "Purchase a new monitor"
with the following details:

Select Add when finished.

4. For the "Get wi-fi access" request type, select Edit fields to change
which request form fields show up in the customer portal. These
simplified fields help customers understand what information they
need to provide when submitting a request.
5. The "Summary" field should already be displayed in the Visible fields
section. Click the "Summary" display name to rename it to "What do
you need?", and add more field help details as shown:

Select Update when finished.

6. Select Add a field to add the "Priority" field to the request form and
select Apply.
7. On the Workflow Statuses tab, you will see the default JIRA
workflow status names displayed on the lefthand side. You can
change how these statuses appear to customers by editing the
"Status name to show customer" fields as shown:

8. Select View this request form to see how your changes appear in
the customer portal.

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Documentation for JIRA Service Desk 3.1 21

Organize your requests with groups Tip: We think

groups are helpful
A group is simply a label you can assign to each request type. Your request if you have seven
types are organized into tabs based on these group labels in the customer or more request
portal. To edit groups: types.

1. Go back to the Project administration > Request types screen.

You should see the following groups for each request type:

Request Type Group

"Purchase a new monitor" Purchase requests

"Get wi-fi access" Access, General

"Get IT help" General

"Request a new account" General

2. In the Groups column, hover over and click the existing groups edit
them.
3. Add the Access group to the "Request a new account" request type
and select Update. This request type will now appear on two tabs in
the customer portal, making it easier for customers to find.
4. Go back to your project and open the customer portal link from your
project sidebar to see your requests organized into groups:

Create a request from the customer portal

1. Keep the customer portal preview open, so you can create test
requests from a customer's perspective.
2. Select the "Get wi-fi access" request type.
3. Enter "Test wi-fi request" in the open field and select Medium priority.
4. Click Create to complete your request and view view the open
request in the customer portal.
5. Click Close to exit the customer view and return to your service desk
project.

Excellent work! You now have four request types and a new issue in your project. Next, you will learn
how to sort these issues into queues, which will allow you to manage your team's workload.

Next

Making queues for your service desk teams

1. Setting up
your service
desk
2. Creating
service desk
request types
3.

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Documentation for JIRA Service Desk 3.1 22

3. Making
queues for
your service
desk teams
4. Adding
service desk
agents
5. Customize
your service
desk channels
6. Bring your
service desk
to the next
level
7. Introduce
customers to
your service
desk
Your teams will spend the majority of their time working out of the queues you set up. Agents do not have the
permissions to add new queues or configure existing ones; however, JIRA Service Desk queues allow you to
automatically triage and prioritize issues for them. If you want your team to focus on requests that must be
completed by next week, for example, you can set up a queue that only contains requests with a set due date
in that week.

Your site comes with preconfigured queues (e.g. "Unassigned issues"), but let's go ahead and create three
new queues for your team:
1. From your service desk project sidebar, select Queues.
2. Select New queue and name your first new queue "Access requests".
3. Define the issues you want to appear in this queue by selecting the following drop-down menus: Type
(select "Access"); Status (select "Waiting for Support"), and Resolutions (select "Unresolved"):

4. Select the following columns names that will display in this queue from the More menu: "Key",
"Summary", "Created", "Updated", "Due Date". You can reorder the columns by dragging the name
(e.g. "Key") across the column field.
5. Select Create to add this queue to your team's workspace.
6. Create two new queues with the following two search queries:

"Completed purchases" for purchase requests that have been successfully resolved.

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Documentation for JIRA Service Desk 3.1 23

"Due this week" for requests that must be completed in the next week

7. Reorder your saved queues by clicking and dragging them to their new location.

You now have three new queues in your project! You will next learn how to add agents to your site so
you can get your teams up and running with JIRA Service Desk.

Next

Adding service desk agents

1. Setting up
your service
desk
2. Creating
service desk
request types
3. Making
queues for
your service
desk teams
4. Adding
service desk
agents
5. Customize
your service
desk channels
6. Bring your
service desk
to the next
level
7. Introduce
customers to
your service
desk
There are two default project roles you can assign users to in JIRA Service

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Documentation for JIRA Service Desk 3.1 24

Desk:
Service Desk Customers who create requests via email or the
customer portal
Service Desk Team who view and respond to these requests
As the user who created this project, you have been automatically added to
the Administrators project role.

Add your agents

Project administrators can only add agents with existing user accounts to
their project. If you are a project administrator, you will need to contact your
site administrator to add user accounts for new agents. Make sure you're
signed in as an administrator for this step, you can invite three new
agents to your project - Diane, Martin, and Waldo:

1. In your project sidebar, select Invite team.

2. Enter the email addresses for your new agents and select Invite 3
people. Your updated agent license count is displayed:

3. These agents will be automatically added to the Service Desk Team

role and assigned a JIRA Service Desk license.

Assign issues to agents

Your agents will generally work out of specific queues that have issues
automatically triaged into them. Let's test out manually assigning issues in
case you ever come across a customer request that you want a certain
agent or team to handle.
1. From the Queues tab, open one of your test requests by clicking the
issue summary or issue key.
2. Select Assign.
3. Enter Waldo in the Assignee field and select Assign. When Waldo
signs into JIRA Service Desk, this issue will appear in his personal
queue.
4. Assign another test issue to Diane.

Add your customers

You do not need to add customers to your service desk site during this
tutorial but let's check out where you would add them so you're familiar with
the needed steps:

1.

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Documentation for JIRA Service Desk 3.1 25

1. From your project sidebar, select Customers. Public customer

2. Select Invite customers in the top right corner and enter one or signup
more email addresses.
3. When you select Send invites, invited customers will receive an You can have
email invitation with a link to your customer portal, where they can your customers
complete the signup process. sign up for their
own accounts
(without an
individual email
invite) by
enabling public
signup.

You're almost done! You have now added 3 agents to your service desk project and reviewed the
process of assigning issues to these agents. You can now customize your customer portal and share
it with the rest of your team.

Next

Customize your service desk channels

1. Setting up
your service
desk
2. Creating
service desk
request types
3. Making
queues for
your service
desk teams
4. Adding
service desk
agents
5. Customize
your service
desk channels
6. Bring your
service desk
to the next
level
7. Introduce
customers to
your service
desk
Service desk customers can contact your team in two ways. They can log in
and create a request via the customer portal or email a request to an email
account that you have linked to your service desk project. Let's finish setting
up the customer portal and add an email account so your customers can
easily contact your team.

Customize the theme and branding of your customer portal

You can rename your customer portal and add a logo so customers can
easily associate this service desk with your team and organization when
they create requests.
1. In your service desk project, select Project administration > Portal
settings.
2. Edit your customer portal name and introduction text by typing in the

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Documentation for JIRA Service Desk 3.1 26
2.
outlined fields:

Save any edits by selecting

.
3. Add a customer portal logo by selecting Use a custom logo for this
Customer Portal.
4. Save the sample image below and select Choose logo to upload it:

5. Select Save logo.

Link an email account Tip:

If you use POP,
In addition to creating requests through the customer portal, customers can
make sure the
create requests and communicate with your team by email. JIRA Service
email account
Desk Cloud projects come with a default email address, which you can use
you choose for
without having to manage an external email inbox. In this step, you'll link
this channel has
your service desk project to an existing email account used by your team.
an empty inbox s
1. In your service desk project, select Project administration > Email o you do not lose
requests. any existing
2. Email requests will be turned off by default, so turn them on now. emails.
3. Select Add email account and fill in the requested details. If you
use 2-step-verification for Gmail, be sure to generate an application-s
pecific password when adding your email account details.
4. Once you have linked an email account, look out for the test email
that will be sent to your email inbox and the corresponding request
that will be created in your service desk project.

Publicize your service desk

Now that your service desk project is ready to receive requests, you can
share the service desk email address (e.g. helpdesk@example.com) and a
direct link to the customer portal with your customers.
You can give one or both of the following URLs to your customers.
The URL to a specific service desk project customer portal Give this
URL to your customers if you've enabled public signup and want
them to signup for accounts on their own. The signup link only
appears on each individual portal.
The URL to the global portal where your customers will see all the
service desks they have access to. The URL is:
http://<computer_name_or_IP_address>:<HTTP_port_numb
er>/jira/servicedesk/customer/portals

You can choose to:

Post a link on your intranet
Add a hyperlinked button to your web portal
Email your customers and let them know about the new, easy
way to get help!

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Documentation for JIRA Service Desk 3.1 27

You've now finished setting up your service desk project! Continue on to learn more advanced tips
that will help you better track your team's progress and serve your customers.

Next

Bring your service desk to the next level

1. Setting up
your service
desk
2. Creating
service desk
request types
3. Making
queues for
your service
desk teams
4. Adding
service desk
agents
5. Customize
your service
desk channels
6. Bring your
service desk
to the next
level
7. Introduce
customers to
your service
desk
Now that you have your basic service desk up and running, you can learn about the following advanced
features:
Serve your customers and your team better with SLAs
Track your team's success with reports
Increase self-service with knowledge base integration

Serve your customers and your team better with SLAs

Service-level agreements (SLAs) help you communicate service agreements to your customers and keep
track of your team's performance. An SLA consists of a time metric and a corresponding goal or target. As
the administrator, you can configure each SLA metric and goal using the JIRA Service Desk SLA designer.
SLA information will appear in both the customer-facing request and the internal issue. Your agents can also
view SLA goals by going to Reports > Workload when they log in to your service desk project. Let's have a
quick look at where you can create a new SLA metric.
1. In your service desk project, select Project administration > SLAs.
2. Select New Metric to create a new SLA metric for your service desk project.
3. For more information, check out Setting up service level agreements (SLAS).

Track your team's success with reports

JIRA Service Desk lets you display selected SLA metrics and goals in interactive reports. Reports can be
used to help you visualize your team's performance so you can identify bottlenecks and optimize your team's
workload. Your team of agents can then view the read-only versions of your reports to see how they are
tracking towards their goals. Let's now have a quick look at the Reports tab.
1. From your service desk project sidebar, select Reports to view the pre-configured reports in your
project.
2. Select New Report to create a new report, or simply edit one of the pre-configured reports.

3.

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Documentation for JIRA Service Desk 3.1 28

3. For more information, check out Setting up service desk reports.

Increase self-service with knowledge base integration

By connecting Confluence to your service desk project, you can help customers help themselves. Your
customers can search for solutions in the self-service customer portal before they even create a request:

Your agents can also take advantage of knowledge base integration by selecting Create KB article directly
from an issue and saving their customer responses as articles for future reference:

KB articles will be a good resource for new agents in your service desk project and will help prevent existing
agents from having to create the same response over again for related issues types.
1. In your service desk project, select Project administration > Confluence KB.
2. Choose "Link to a knowledge base" to select the Confluence application and space to link your service
desk project to.
3. Check out Serving customers with a knowledge base to learn more.

You're almost done! We'll now review the ways customers can contact your team and be informed of
updates to their requests.

Next

Introduce customers to your service desk

1. Setting up
your service
desk
2. Creating
service desk
request types
3. Making
queues for
your service
desk teams
4. Adding
service desk
agents
5. Customize
your service
desk channels
6. Bring your

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Documentation for JIRA Service Desk 3.1 29
6.
service desk
to the next
level
7. Introduce
customers to
your service
desk
Now that you have set up your project in a way that serves both your agents and your customers, it's time to
show your customers how to start using JIRA Service Desk.

Create requests through the customer portal

1. Visit the customer portal.

2. Pick an option that matches what you need and fill in the details of the request:

Create requests by email

Another way of creating requests is by sending emails to a linked service desk. Ask your service team if they
are set up to receive email in their service desk project. If they do, simply email them a request directly and
keep the conversation going directly from your inbox.

Create requests in multiple service desks

To send the same request to multiple teams, you have the following options:
If all of the teams you want to contact have linked their service desk project to an email account, you
can easily create the request by sending one email message to all linked service desk email accounts.
If the teams you want to contact have not all linked their service desk project to an email account, you
will need to create the request in each service desk one by one, either through their customer portal or
sending emails.

Track and comment on requests

Use the customer portal to see all requests you have created, read comments from agents as they are
updated, and check the status of a request. You can add comments and attachments to requests on the
customer portal as well.
Another way of tracking requests is through email notifications. You receive email notifications when agents
respond to your requests and when the request has been resolved. To add comments to requests, you can
simply reply to the email notifications and your reply will be added as a comment to the request.

Congrats! You've completed the Getting started for service desk admins tutorial.

Want to learn more? Check out the home of JIRA Service Desk documentation here.

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Documentation for JIRA Service Desk 3.1 30

Getting started for service desk agents

On this page, we will introduce you to your workspace and walk you through the process of responding to
your customers' requests.
[ Navigate your workspace ] [ Work on customer issues ] [ Capture knowledge ]

Navigate your workspace

Open JIRA Service Desk in your web browser. Take a few minutes to become familiar with the layout:

Queues Customer Portal

Queues display issues submitted by your customers. The customer portal link lets you see and interact
These issues appear in queues configured by your with your service desk from a customer's
administrator. perspective.

Customers Reports

On the Customers tab, you can search for existing Reports display your team's workload and the
customers in your service desk project, invite new Service Level Agreement (SLA) goals configured by
customers (if public signup is enabled), and see how your administrator. You can also view any
many issues each customers has submitted. preconfigured service desk reports on this tab.

Work on customer issues

Your administrator has already set up customized queues to help organize incoming customer requests.
Please contact your administrator if you need to change a queue's configuration or add a new queue.

Open an issue

1. Select Queues and choose a queue to work from (e.g. Assigned to me).
2. Open a customer request by clicking the issue Summary or Key.
3. In addition to being able to edit and comment on a request, you can view a list of actions from the Mor
e menu. Hover over each action to display a brief explanation:

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 3.
Documentation for JIRA Service Desk 3.1 31

Leave a comment

1. Review the issue and perform the needed task (e.g. grant the customer wi-fi access). Then select Res
pond to Customer. By default, you'll see a pre-populated greeting in the comment field that you can
edit with your full response and then preview. (You can disable pre-populated commenting in your
profile.) The message you type here will appear in the notification sent to the customer.
2. Use the Internal comment tab to write your own note or to include another colleague on the issue by
using the "@ mention" feature (type @username) and writing your comment.

Attach a file or image

1. Copy and paste, or drag and drop, your attachment anywhere on the issue screen. You'll see the Add
attachments dialogue pop up.
2. Add a comment and select Share with customer to send the attachment and comment to the
customer, or Add to issue only to restrict the attachment and comment to internal users (e.g. other
agents).

Resolve an issue

1. Once the customer's request is completed, select Resolve this issue.

2. Select a resolution (e.g. Done) and add any further details for the customer or your internal team. All
participants on the issue will be notified of its resolved status.

Capture knowledge

If your administrator has linked your service desk with a Confluence space, you can capture your response
as a knowledge base article. You can then easily reference this article when responding to a similar issue in
the future. KB articles will also appear in the customer portal, directing customers to relevant information
before they even finish submitting their requests.
1. Click the Create KB article to enter the primary problem/desired outcome (or page title) and select
the page template (How-To).

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Documentation for JIRA Service Desk 3.1 32

2. Fill out the How-To template and save the page in Confluence. You will see that your issue is linked to
this article for future reference.

Nice work! Want to learn more? Proceed to Working on service desk projects to learn more about
what a service desk agent can do.

Administering service desk projects

Welcome to the source of truth for JIRA Service Desk administrator knowledge and power.
If you're new to JIRA Service Desk, check out this tutorial
If you're familiar with JIRA Service Desk, use the search bar below to find any needed
information

Search the topics in 'Administering service desk projects':

Automating your service desk

What is automation?

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Documentation for JIRA Service Desk 3.1 33

If you find your team stuck completing repetitive tasks or missing important On this page:
request notifications, you can use automation to complete those tasks and
send those alerts. Automation consists of rules that perform actions (e.g. What is
alert agent) based on specific events (e.g. issue is created) and conditions automation
(e.g. issue is high priority). ?
How to use
it
Set up a
rule

How to use it

Your service desk project comes with preset rule templates that you can use to quickly set up
automation. You can also create a custom rule (essentially a blank rule template). Here are some ways that
automation can help your team and your customers, and the preset rule templates used to do so:

What automation does Rule template used

Alert a member of your team when a customer submits an urgent request Be aware of urgent issues

Alert your team lead when a serious issue is about to breach one of your Keep on top of SLAs
SLAs

Let your customers know when to expect a response from your team based Set customer expectations
on the priority of their ticket

When a customer comments on a ticket, transition it to "Waiting on Support"; Transition on comment

when your team comments, transition the ticket to "Waiting on Customer"

When a customer comments on a closed ticket, re-open it so your team can Re-open on customer
followup with more information comment

Automatically trigger specific actions on multiple incidents, based on the Update incident when a
status of a linked problem linked problem is
transitioned

Automatically update issues received by email with the correct request type Triage requests sent by
based on keywords present in the request summary or description. email

Set up a rule

1. In your service desk project, proceed to Project administration > Automation and select Add your
first automation rule (or New rule if you have previously created one).
2. Select a preset or custom rule template from the list and then select Next. You'll see the rule
configuration screen.
3. Edit the rule name and description as needed. The rule name will appear on the main automation
settings page, so changing the name will help you more easily reference what each rule does.
4. Fill in the WHEN, IF, THEN fields. Use Tips for customizing this rule for suggestions on what to
enter in these fields.
5. Select Options to set the "Run as" user, or the user who will appear to perform the rule's action on the
service desk ticket:

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Documentation for JIRA Service Desk 3.1 34

Note that the project default user can be set on the main automation settings page. Certain rules, such
as those based on an SLA, cannot be run as the user who triggered the rule. You will simply be
unable to select this option when that's the case.
6. In Options, check "Allow this rule to be triggered by other rules".
This option is useful if you have a rule that results in a comment from your team (e.g. Set customer
expectations), and want that comment to trigger another rule that transitions the issue back to the
customer (e.g. Transition on comment).
7. Select Save and you're done!

Configuring the customer portal

Your service desk project comes with a customizable customer-facing site On this page:
called the customer portal, where your service desk customers can submit
and track requests. Customer portals for multiple service desk projects can Setting up
be accessed in the global help center.From your service desk project request
sidebar, select the Customer Portal link at any time to check out what your types
customers see when they want to contact your team: Branding
your portal
Managing
access to
your portal
Viewing all
portals in
your Help
Center

If you have linked your project to a Confluence space, customers can also use this portal to search for help in
relevant knowledge base articles before filing a request.

You must be a JIRA Service Desk Administrator or Project Administrator for this service desk project
to make the following changes.

Setting up request types

You can create and edit the request types that customers will fill out on the customer portal in Project
administration > Request types:

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Documentation for JIRA Service Desk 3.1 35

Each service desk request type (e.g. Get wi-fi access) is based on an issue type (e.g. Access. You can
organize your request types into groups (e.g. Access requests), which appear as tabs on the customer portal.
To learn more about setting up request types and organizing request types into groups, check out Setting up
request types.

Branding your portal

You can customize your customer portal to reflect your team and company's brand with the following two
steps:
1. In Project administration > Portal settings, add a portal logo and a short description to familiarize
customers with your service desk:

2. Optionally, add an Announcement by completing the Subject and Message fields.

3. Follow the link (or select

> Applications > JIRA Service Desk Configuration) to brand your customer portal header in a live
preview mode. The header, announcement, and branding changes made here apply to all service
desk project portals and the global help center.

Managing access to your portal

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Documentation for JIRA Service Desk 3.1 36

You can open up access to your customer portal to allow new customers to create an account and submit a
request for your team. If you don't want to have an open portal, you can restrict access to:
Customers who have an existing account for any other JIRA application or service desk project
Customers who appear specifically on your service desk project's customer list
For more information about opening or restricting your portal, see Managing access to your service desk.

The customer portal integrates with Atlassian Crowd, Atlassian's single sign-on (SSO),
authentication, authorization, application provisioning, and identity management framework. For
information about integrating with third-party SSO providers, please see this page.

Viewing all portals in your Help Center

If your company uses multiple service desk projects (e.g. an IT service desk and an office administration
service desk), you can simply provide your customers with a single URL to find a list of all the customer
portals they have access to and the requests created in each one: http://<computer_name_or_IP_add
ress>:<HTTP_port_number>/jira/servicedesk/customer/portals

The URL you provide will send customers to what we call the Help Center. The Help Center displays all
customer portals generated by service desk projects in a single instance of JIRA Service Desk, as well as the
header you previously branded:

To make any changes to the header, or to update the name of your help center, proceed to

> Applications > JIRA Service Desk Configuration.

Configuring service desk notifications

When customers submit a request through the On this page:
customer portal, they receive JIRA Service Desk
notifications to keep them informed of the request's Who receives service desk
progress. Your team of agents and any internal notifications
users (e.g. JIRA Software developers) are updated Configuring service desk
via the default JIRA notification scheme. notifications
Setting the notification email type
to HTML or plain text

Who receives service desk notifications

Your customers Your team

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Documentation for JIRA Service Desk 3.1 37

When a customer submits a request, they When agents work on an issue, they receive email
receive email notifications as the issue reporter notifications as part of the the project's JIRA notification
when: scheme.
the request is created
a comment is added to the request
another participant is added to the
request
the request is resolved with a set
resolution field
the request is reopened with a cleared
resolution field

Configuring service desk notifications

Two settings impact how notifications work for a service desk project:
The system level Notifications setting controls the customer notifications for all service desk projects.
This setting is enabled by default and can be disabled by going to

> Applications > JIRA Service Desk Configuration.

The project level JIRA notification scheme controls the agent notifications for a service desk project.
If the Notifications setting for JIRA Service Desk is enabled, agents will receive notifications as
part of the JIRA notification scheme. Customers will receive service desk notifications for all
issues they're involved with.
If the Notifications setting for JIRA Service Desk is disabled, agents will continue to receive
notifications as part of the JIRA notification scheme; however, customers will only receive
notifications if they are working on an issue in a public project.

Setting the notification email type to HTML or plain text

As a JIRA administrator, you can set the default email type for service desk notifications. If the default type is
set to HTML, dual-encoded notifications are sent, allowing your customers to then select the HTML or plain
text view in their mail client. If your customers rely on software that requires plain text or use a plain text mail
client, you can change your default setting to plain text and apply this change to new and existing customers.
1. Choose

> System. Scroll down to the User Interface section and choose Default User Preferences.
2. Select Edit default values.
3. Change the Default outgoing email format to html or text and click Update.
At this point, the email format you have selected will only be applied to new service desk customers. If
you also want to override the email format chosen by existing service desk customers and agents:
4. Under Operations, select Apply.
5. Select Update to finish applying the email preference to all user accounts.

Managing access to your service desk

When you set up your service desk project, you can On this page:
open up access to allow anyone to sign up for an
account and raise a request for your team, or you Change your restricted access
can restrict your service desk project to a specific list settings
of customers. When to open your service desk
When to restrict your service desk

Change your restricted access settings

1. In your service desk project, go to Project administration > Request security.

2. Choose one of the options under "Who can raise requests". The security options you can select are

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Documentation for JIRA Service Desk 3.1 38
2.
explained in more detail below.

When to open your service desk

As an example of when to open your service desk project, an IT service desk is usually open to all the
employees in an organization, so everyone can access it and create requests. In this open service
desk scenario, customers can create an account on the customer portal or email requests to your service
desk email channel to have an account created automatically.
To open your service desk, your administrator must first enable public signup. You can then select the first
option under "Who can raise requests" on the request security page.

When to restrict your service desk

If public signup is not enabled, you have the option to partially restrict your service desk to service desk
customers and JIRA application users from any type of project. This option prevents people from signing up
themselves and emailing your linked email channel without an existing account.
To partially restrict your service desk, select the second option under "Who can raise requests" on the
request security page.
In another example, for a service desk that handles contractors' leave requests, you might want to make it
only available to your contractors so that the rest of your staff do not get confused about where to put in
leave requests. Service desks like this one are restricted service desks and only customers you add to your
project's Customers list can create requests.
To restrict your service desk, select the third option under "Who can raise requests" on the request security
page.

Receiving requests by email

If your customers prefer to open and work on requests from the comfort of On this page:
their email inboxes, you can enable email requests to receive all customer
requests in JIRA Service Desk. Enabling email requests will help your team Before you
focus on your customers, instead of having to worry about missing requests start
or checking multiple inboxes. Adding an
email
Here's how it works: account
Choosing
A customer emails a request to your linked service desk account
a request
An agent comments on the request in service desk, which sends the
type
customer an email notification.
Verifying
The customer replies to these email notifications until the request is
your linked
resolved. All customer replies are automatically added as comments
email
on the corresponding issue in service desk.
account
Preparing
customers
for email
greatness
Email
usage
notes

Before you start

Make sure you have the Administer Projects permission.

Enable public signup or manually add customers to your service desk project to ensure that you
receive new customer requests.
Set up a suitable request type with Summary and Description as required visible fields. Any other
fields must be optional.
Know which emails from your mail client will be processed.

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Documentation for JIRA Service Desk 3.1 39

JIRA Service Desk uses a built-in email processor to manage incoming emails in service desk
projects. It's purpose-built for service desk projects and works differently from JIRA mail handlers.
Issues created via JIRA email handlers don't show up as service desk customer requests. For this
reason, we don't recommend using a JIRA mail handler for service desk projects.

Adding an email account

Open your service desk project and proceed to Project administration > Email requests. Select Add an
email address. Easy enough. Choose your email service provider and enter the requested details before
selecting Next.

If you have two-step verification enabled for your Gmail or Yahoo! account, you will need to set up an
application-specific password.

Choosing a request type

When a customer emails your service desk, a corresponding request will be created with the following two
fields:
Summary (from the email subject line)
Description (from the email content)
In order to use the email channel, you therefore need to have at least one request type in your project with
the Summary and Description fields – we call these types of requests "suitable for emails". Associating email
requests with a suitable service desk request type ensures that the emails are successfully filtered into your
service desk queues. In this example, we have one suitable request type ("Get help"):

Select a suitable request type for your email channel and select Done.

Verifying your linked email account

Once you have chosen a suitable request type, JIRA Service Desk will send a test email and create a
corresponding test request in your service desk project. Head on over to the Queues tab to find the new
request:

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Documentation for JIRA Service Desk 3.1 40

New messages sent to your linked email account will now appear as service desk requests in your project.
For more information about what emails are processed by JIRA Service Desk, expand the option that applies
to you:

Emails using POP

JIRA Service Desk looks for messages in your inbox that have...
1. The "Deleted" flag set to false, and
2. Been received after your email account and service desk project have been successfully linked.
To link your email account with a service desk using POP, make sure that your email inbox is empty by
moving the existing messages to another folder, archiving them, or deleting them. Starting with an empty
inbox ensures that you do not lose emails unintentionally, as POP emails are deleted after they are
processed by JIRA Service Desk.

Emails using IMAP

JIRA Service Desk looks for messages in your inbox that have...
1. The "Deleted" and "Seen" flags set to false, and
2. Been received after your email account and service desk project have been successfully linked.
If you use IMAP, emails are marked as read (not deleted) after they are processed by JIRA Service
Desk. If you want existing messages to be pulled in by JIRA Service Desk, you can move them back to
your inbox and mark them as unread after the connection has been established.

Preparing customers for email greatness

Before sharing your linked email account with your customers, you will want to confirm whether you have an
open or restricted service desk. New customer email requests can bounce if you have a restricted service
desk, and that's no fun. Expand the statement that applies to you below to make sure your customers are
ready to use your new email channel:
I have an open service desk...
Great! New customers can create requests right away by emailing your linked service desk email
account. A corresponding customer account will be created based on the new customer's email address.
Customer accounts do not count towards your service desk license.
I have a restricted service desk...
Email requests will not be processed if your customers don't have existing service desk accounts. Simply
create new customer accounts (or send customer invitations) before telling new customers to email your
service desk.

Email usage notes

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Documentation for JIRA Service Desk 3.1 41

Note that you can only link one email account to your service desk project.If you use more than one
email address to interact with your customers, you might be able to set up forwarding rules or aliases
to receive requests in the email linked to your service desk project. You will need to configure any
forwarding rules or aliases in your email client.
If you are a JIRA Administrator, you can refer to Managing the email channel to learn more about
global mail settings.
If you encountered any issues during the email setup process, check out some common errors and
resolutions here.

Managing the email channel

Now that you have set up your email channel, you On this page:
can control when JIRA connects to your mail server
and filters relevant emails into your service desk Managing global mail settings
projects. You can also view logging information Managing the email channel for
directly in JIRA to check on the status of your mail multiple service desk projects
server connection.

Managing global mail settings

There are two global mail settings - email puller and email processor - that are used only by JIRA Service
Desk and do not impact any email settings you have set up for JIRA. Email puller connects to your mail
servers every minute and pulls the email data into the database. Emails with attachments larger than 25MB
will not be pulled. Email processor filters the emails (e.g. to remove auto-replies and spam) using information
stored in the database.
You can access these settings by going to

> System > Global mail settings.

Managing the email channel for multiple service desk projects

JIRA administrators can get an overview of all the service desks in the system that use the email channel
and the email accounts linked with them.
1. Choose

> Applications. Scroll down to the JIRA Service Desk section and choose Email settings.
From the Email settings page, you can also check the connection email processing statuses of each linked
email account. Note that logging information older than 6 months is deleted daily.
1. Choose

> Applications. Scroll down to the JIRA Service Desk section and choose Email settings.
2. Under Actions, click View log.
3. Click the Connectivity log or Processing log tab to view the corresponding log details.

Troubleshooting issues with the email channel

This page contains information about the errors you might run into when setting up the email channel for your
service desk. See the Resolving errors section below for more information about generating an
application-specific password (e.g. if 2-factor authentication is enabled for your email account), resolving
email connection issues, and ensuring that customers who raise requests by email are correctly
notified.

Checking the connection

To troubleshoot email channel issues, the first thing to do is to check the connection between JIRA Service
Desk and your email account. You will see error messages that show you why the email channel does not
work for your service desk.

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Documentation for JIRA Service Desk 3.1 42

To check the connection:

1. Choose

> Applications. Scroll down to the JIRA Service Desk section and choose Email settings.
2. Select Test.

Resolving errors

The following table describes the common errors and provides information about how to resolve them when
available.

Symptom Description and

resolution

Setting up the email channel You can only connect

an email address to
Error message: one service desk
The email address you entered is currently used by another project's email channel. project in your JIRA
Please choose another email address. Check out our troubleshooting docs for help Service Desk Cloud
resolving the issue. site or Server
instance. If you try to
use the same email
address to set up the
email channel in
another service desk
project, you'll receive
this error message.
You can also receive
this error message if
you are trying to use
multiple email aliases
that point to the same
email account for
multiple service desk
email channels.
To resolve this:
Choose another
email address for
the email channel
you're setting up
or for the one that
already exists.

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Documentation for JIRA Service Desk 3.1 43

Setting up a Gmail account If you have two-factor

authentication enabled
Error message: for your Gmail
Unfortunately JIRA couldn't connect to the mail server. Here is account, you'll likely
what the mail server said: "[ALERT] Please log in via your web receive this error
browser: when entering your
http://support.google.com/mail/accounts/bin/answer.py?answer=78754 login details.
(Failure) Alternatively, JIRA
Service Desk checks
email accounts every
minute, causing Gmail
to suspect
inappropriate usage of
this account and lock
it for security reasons.
To resolve this:
Create an
application-specific
password for JIRA
Service Desk in
your Gmail
account settings.
Details can be
found here.

Setting up a Yahoo! account If you have two-factor

authentication enabled
Error message: for your Yahoo!
Unfortunately JIRA couldn't connect to the mail server. Here is account, you'll likely
what the mail server said: "[AUTHENTICATIONFAILED] (#MBR1240) receive this error
Please verify your account by going to https://login.yahoo.com" when entering your
login details.
To resolve this:
Create an
application-specific
password for JIRA
Service Desk in
your Yahoo!
account settings.
Details can be
found here.

Microsoft Outlook, POP3 JIRA Service Desk ch

ecks email accounts
Error message: every minute. Microsof
Unfortunately JIRA Service Desk couldn't connect to the mail t Outlook might
server. Here is what the mail server said: "STAT command failed: suspect inappropriate
Exceeded the login limit for a 15 minute period. Reduce the usage of this account
frequency of requests to the POP3 server. and lock it for security
reasons.
To resolve this:
Use IMAP.

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Documentation for JIRA Service Desk 3.1 44

Gmail accounts, POP3 When JIRA Service

Desk checks your
Requests are created from archived messages. email accounts for
new messages, it polls
the inbox folder.
Gmail uses labels to
classify messages into
categories and only
has these folders: Inb
ox, Sent Mail and Bin
(or Trash). This
means that the
archived messages
are still considered as
in the inbox folder. Wit
h POP3, JIRA Service
Desk is not able to
identify archived
messages by labels a
nd therefore still
brings them in as
requests.
To resolve this:
Use IMAP.

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Documentation for JIRA Service Desk 3.1 45

Customers send emails to create requests, but no requests are created and customers This problem could be
do not receive any notifications. due to one or more of
the following causes:
The connection to
the email account
failed.
You do not have
public signup
configured and the
customer does not
have a user
account in the
system.
Every customer
must have an
account before
they can create
requests in a restri
cted service
desks.
The default
request type for
the email channel
is unsuitable for
the email channel.
Learn more
A suitable request
type for the email
channel must have
the Summary field
and the Descriptio
n field as visible
fields. Any other
fields must be
optional ones.

To troubleshoot the
issue and resolve it:
1. Check the
connection as
described
previously on this
page.
2. Check if user
accounts exist for
your customers. If
not, create user
accounts for your
customers. For
instructions, see S
etting up service
desk users. You
can also configure
public signup .

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Documentation for JIRA Service Desk 3.1 46

This message
appears on the Email
settings page and
prevents you from
turning on the email
channel.
To resolve this:
Head to Project
administration >
Request types
Add a new request
type (or choose an
existing one)
Select Edit fields
Make sure both
the Summary and
Description fields
are added and
marked as Requir
ed = Yes. You can
add an additional
Attachment field
with Required = N
o.
Save the request
type and head
back to Project
administration >
Email settings

Setting up queues for your team

Make sure that your team is working on the right requests at the right time On this page:
with easily configurable service desk queues. A queue is a filtered set of
issues that are displayed to your team. Use your project's default queues or Creating
create custom queues to save time triaging requests, and to give your queues
agents more visibility of the number and type of incoming customer requests Managing
they need to work on. queues
How your
team uses
queues

You can log in a service desk administrator to configure queues on the aptly named Queues tab in your
service desk project:

Creating queues

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Documentation for JIRA Service Desk 3.1 47

When creating a new queue, you can select the queue name, the issues that will be filtered into this queue,
and the columns that appear in the queue to make life easier for your service team. Here's how you can
create a new queue:
1. From your service desk project sidebar, select Queues > New queue.
2. Name your queue using language your team will understand (e.g. Issues due this week). Note that
you can copy this character and add it before the name of your queue to make it appear as a sub
queue:

3. Select which issues will show up in this queue using the dropdown options in the basic search view:

You can also use the advanced search view to enter a JIRA Query Language (JQL) statement.
4. Add or remove columns to control what issue information, such as the issue key and issue creation
date, is displayed in your queue.
5. Select Create. If you have existing issues in your project that fit the criteria selected in "Issues to
show", these issues will now appear in your new queue.

Managing queues

You can reorder or delete queues at any time by hovering over the Queues sidebar and selecting Manage. In
the Manage queues dialogue that appears, you can see the number of issues in each queue, and drag and
drop queues to reorder them.
You can edit existing queues by selecting the queue you wish to configure and selecting Edit queue in the
top right corner. You can edit the queue name, the issues shown, the columns, and column order. Note that
you will see a live preview of the updated issues that appear in this queue as you configure it.

How your team uses queues

Queues give your agents a single view of the work that needs to be done across their team. Agents can view
all of the queues in your service desk project; however, they cannot create or edit queues.

Setting up request types

JIRA Service Desk provides a set of default request types that are
configured for basic IT help desk scenarios. You can configure the default
request types or add new ones to suit the needs of your customers and
team. Request types can be organized into groups to help customers find
the request they need on the customer portal.

You must be a JIRA Service Desk Administrator or Project

Administrator to configure request types and workflow statuses.

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Documentation for JIRA Service Desk 3.1 48

On this page:
Setting up
request
types
Organizing
request
types into
groups
Customizin
g the fields
on a
request
type
Customizin
g the
workflow
statuses
for a
request
type
Hidden
fields and
unsupporte
d fields

Setting up request types

Each request type in a service desk is based on an issue type. Open Project administration > Request
types to manage your project's request types:

Note that a single issue type can be the basis for many different request types (for example, the "Purchase"
issue type serves as the basis for both the "Request new hardware" and "Request new software" requests).

Organizing request types into groups

We recommend using groups if you have seven or more request types, so you can make your request types
easier to find on the customer portal. You must have more than one group (e.g. Access requests) in order for
the groups to appear in the customer portal:

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Documentation for JIRA Service Desk 3.1 49

Administrators and Project Administrators can manage request type groups in Project administration > Req
uest types. Simply select a request type and choose an existing group from the dropdown menu or create a
new one. Note that request type groups are unique to a service desk project.

Tips:
You can drag and drop request types to re-arrange them on the customer portal.
As groups are displayed in alphabetical order, you can prefix group names with numbers, e.g.
1 Access, 2 Service not working to change the order in which they appear on the portal
If you assign multiple groups to a single request type, the request type will appear on multiple
tabs.

Customizing the fields on a request type

The fields and descriptions that appear in a request type are based on the field configured for the issue type
(that is, the issue type the request type is based on).

When editing the request type fields, you can use the Fields tab to change the default JIRA field names to
more customer friendly language. For example, the "Summary" field appears as "What do you need?" for
customers.

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Documentation for JIRA Service Desk 3.1 50

You can also keep fields hidden but available on the request type so that their value can be used for other
processes. For more details about how different types of fields work in JIRA Service Desk, see Hidden fields
and unsupported fields.
If the issue type doesn't have the fields you need, you must add a field to the JIRA issue type that the
request type is based on. If the issue type uses multiple screen schemes, the new field must be available in
the create screen. See Associating a screen with an issue operation.

Customizing the workflow statuses for a request type

JIRA Service Desk uses the workflow associated with the request's issue type for the flow of the request.

You can re-map the default workflow statuses to more customer friendly statuses that will appear for
customers, and you can also map multiple statuses to a single customer status to simplify the appearance of
the workflow. Use the Workflow Statuses tab to customize the workflow that customers will see.

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Documentation for JIRA Service Desk 3.1 51

Only changes between these customer-visible 'status names' will be reflected in the Customer Portal and its
notifications (e.g. a transition between two workflow statuses can be hidden on the Portal by giving them the
same 'status name'). For more information about notifications, see Configuring service desk notifications.
If you need to change the workflow of a request, you must edit the workflow associated with the service desk
project by going to Project administration > Workflow.

Hidden fields and unsupported fields

Each request type in a service desk is based on an issue type. Every issue type has a set of allowed (and
possibly required) fields associated with it. As you set up the request type, you can choose to include fields
that are hidden on the customer portal but still provide a value to assist with your internal processes and
reporting. For example, you might want to set the value of the "Label" field as "hardware" for the "Request
new hardware" request type, and set the value as "software" for the "Request new software" request type.
Some fields used by an issue type are not supported for use in the customer portal; if you include these fields
on a request type, they will automatically be added to the Hidden fields with preset values section and
you'll be required to set a value for them.
Other fields aren't supported for use in JIRA Service Desk.
These fields can be added to the request type and given a preset value, but you cannot make them visible on
the customer portal:
Assignee
Linked issues
Any fields that are defined by other JIRA applications
These types of fields can't be added to a request type and won't appear in the in the "Add a field" dialog:
Issue type
Log work
Reporter

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Documentation for JIRA Service Desk 3.1 52

Security level
Time tracking

Troubleshooting issues with request types

This page contains information about the errors and problems that you might have when setting up request
types for your service desk.

Issue Resolution

Cannot delete the request type JIRA administrators can change the default request type for email requests to
because it is the default request be another one by going to Project administration > Email settings in your
type for the email channel. service desk. For more information about the email channel setup, see Recei
Details... ving requests by email.
If you see this error when
trying to delete a request
type, it means that the email
channel for your service desk
uses this request type as the
default one for all the
requests coming from emails.
When JIRA Service Desk pull
s emails from the
associated email account and
creates requests, this request
type is assigned to the
requests automatically.

Cannot show a hidden field or You have the following options.

make an optional field required
because the request type is the If you want to show a hidden field, make it an optional one.
default for the email channel. Ask your JIRA administrator to change the default request type for the
Details... email channel to use a different request type, and then modify your
request type to include more required fields. You can also create a new
When JIRA Service Desk cre
request type for the email channel if no existing types are suitable. For
ates new requests from
more information about the email channel setup, see Receiving requests
emails sent to the email
by email.
account associated with your
service desk, it copies the
email subject to the Summar
y field and the email content
to the Description field. Whe
n more fields are required, JI
RA Service Desk cannot
parse emails to fill them in
with correct values.

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Documentation for JIRA Service Desk 3.1 53

Request type displayed as "No You have the following options.

match" in agent view.
Details... When you move a single issue to a new project, simply edit the service
desk request type field with the correct request type:
In JIRA Service Desk, the
service desk request type is
stored with the
PortalKey/RequestTypeName
value. For example, a "New
Feature" request created in
your "HelpDesk" Customer
Portal would have the
HelpDesk/NewFeature value.
When you move this request
to a new project, the
HelpDesk/NewFeature value
no longer matches the new
project's Customer Portal
name and request type If you need to move a group of issues, you can search for issues with the
values. same issue type in your existing project and then use the Bulk Edit
wizard. In the third step, check Change Customer Request Type and
select the request type that applies to this group of issues.

Workflows

All JIRA projects contain issues that your team can view, work on, and transition through stages of work — from
creation to completion. The path that your issues take is called a workflow. Each JIRA workflow is composed of
a set of statuses and transitions that your issue moves through during its lifecycle, and typically represents work
processes within your organization.
In addition, JIRA uses workflow schemes to define the relationship between issue types and workflows.
Workflow schemes are associated with a project, and make it possible to use a different workflow for different
combinations of project and issue types.
If you need to edit or create a more advanced workflow to match how your team or organization works, you can
log in as a JIRA Administrator with global permission to access and create your workflow.

What you can do... Documentation

Edit existing workflows Working with workflows

Create new workflows
Configure existing workflows

Add a workflow scheme Configuring workflow schemes

Configure a workflow scheme
Managing workflow schemes

Import and export workflows Managing your workflows

Activate and deactivate workflows

Adding custom events Advanced workflow configuration

Configuring the initial status
Working in text mode
Configuring workflow triggers
Using validators and custom fields
Using XML to create a workflow
Workflow properties

Setting up service desk users

The page introduces you to service desk project roles and groups, which

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Documentation for JIRA Service Desk 3.1 54

you can use to manage service desk users and JIRA application licenses. On this page:
To set up and manage users, you must be logged in as an administrator. Overview
When you invite agents to a service desk project, these users are of project
automatically added to the Service Desk Team project role, and assigned to roles
groups associated with a service desk license. When you invite customers Managing
to a service desk project, these users do not consume a service desk service
license, but are similarly added to the Service Desk Customers project role desk
and given restricted access to the customer portal. agents
Managing
service
desk
customers
Involving
JIRA
Software
and JIRA
Core users
User
manageme
nt
documenta
tion

Overview of project roles

The following table summarizes the default service desk project roles:

Project Role Details

Administrators Users who administer a service desk project. In addition to what the Service Desk Team
can do, Administrators can:
Add agents and customers to a service desk project
Remove agents and customers from a service desk
Configure request types, request security, and the email channel
Customize the customer portal
Create and edit reports and SLAs to track progress
Connect a Confluence knowledge base

Service Desk Users who work on customer requests. Agents assigned to this project role can:
Team
View queues, reports, SLA goals, and the customers list
Create and edit issues in the service desk project view and the customer portal
Add, edit and delete customer-facing and private comments on issues
Manage content in a connected knowledge base
Other JIRA application users can be assigned to the Service Desk Team role, but they
will have limited project access.

Service Desk Users who create requests through the customer portal or by email. Customers can't log
Customers in to JIRA applications and don't have access to the service desk project view used by
administrators and agents. Customers can:
Create, comment on, and track requests through the customer portal
Create and comment on requests via email
Add comments and attachment to requests
Add other participants to their own requests

Managing service desk agents

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Documentation for JIRA Service Desk 3.1 55

Add agents to a service desk project

Easily invite new agents from your service desk project sidebar:
1. Select Invite Team and enter the agent's username (for existing system users) or email address (for
new users). You'll see an updated JIRA Service Desk agent license count based on the number of
new agents.
2. Select Invite.
Once invited, your new agents will receive an email with a link to your service desk project and be
automatically added to the Service Desk Team project role and service-desk-users license group.

Remove agents

To remove an agent from your service desk project:

1. In your project, go to Project administration > Users and roles.
2. Hover over the user or group you'd like to remove from the Service Desk Team project role and select

.
Note that removing an agent from your project does not revoke the agent's license. To free up an agent
license, your administrator will need to proceed to

> User management and remove the agent's JIRA Service Desk application access.

Managing service desk customers

Add customers to a service desk project:

You can manually invite customers, or open your service desk to allow customers to create their own service
desk accounts.
To manually invite customers:
1. In your service desk project, select Customers and then select Invite customers.
2. Enter your customer's email address or invite multiple customers. Your customers will receive their
new account details by email and will be added to the Service Desk Customer project role.
If your administrators have already enabled public signup, you can open up your service desk project to allow
new customers to create accounts on the customer portal or send requests by email, which creates an
account for them automatically. To open up your service desk:
1. In your service desk project, go to Project administration > Request security.
2. Select "Anyone can sign up for a customer account" and select Save.

Remove customers

Removing customers from your service desk project depends on your project's request security settings,
which you can check in Project administration > Request security.
If your request security settings are set to "Only people on my customers list can raise a request", you can
remove customers with these steps:
1. In your service desk project, go to Project administration > Users and roles.
2. Hover over the user or group you would like to remove from the Service Desk Customer role and
select

.
If your request security settings are set to "Anyone can sign up for a customer account", or "Only people who
have an account", your administrator will need to deactivate customer accounts by going to

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Documentation for JIRA Service Desk 3.1 56

> User management.

How restricted customer access works

The permissions assigned to customers are granted to the Service Desk Customer - Portal Access securit
y type instead of the Service Desk Customers role. The Service Desk Customer - Portal Access security
type gives people access to the Customer Portal only (not JIRA). This security type checks the Service Desk
Customers role to determine who are customers. So in summary, the security type and the role work hand in
hand to make sure that customers get the permissions they need to use the Customer Portal and cannot
access JIRA.
For example, if you want your customers to be able to create requests through your Customer Portal, grant
the Create Issues permission to the Service Desk Customer - Portal Access security type, not the Servic
e Desk Customers role.
Why does the security type have more permissions than what customers can do?
In the standard permission scheme, the Service Desk Customer - Portal Access security type has more
permissions in place than the functionality available for customers to use. For example, the security type
has the Edit Own Comments permission, but customers cannot do this on the Customer Portal. This is
because JIRA Service Desk built the functions that we think are the most commonly used by service desk
customers. We will evaluate the feature requests and expand the functions gradually. With the
permissions in place now, future functionality additions to the Customer Portal will be easier because you
will not have to modify permission schemes to make use of new functions in most cases. You can join the
discussion on new features at our issue tracker: 965 issues .

Involving JIRA Software and JIRA Core users

JIRA application users without a JIRA Service Desk license (e.g. JIRA Software developers) can assist your
team of agents on issues by working in the unlicensed view of a service desk project.

These users can: View issues, comments and attachments

Add and delete their own attachments
Add and delete their own internal comments
Watch and vote for issues

These users cannot: See service desk queues, reports, and customers list
Leave an external comment viewable by a service desk customer
Log work on a service desk issue
Transition a service desk issue
Be assigned to a service desk issue

As an example of how to involve other JIRA application users, Martin, an IT service desk team agent, links
an incident ticket in a service desk project to an underlying network problem ticket in a JIRA Software project.
Andrew, a JIRA Software developer on the network operations team, assigns this network issue to himself
and starts working on it. After fixing the problem, Andrew opens the linked service desk incident ticket and
leaves an internal comment asking Martin to try the network connection again. After receiving the internal
comment, Martin verifies the network connection and tells the customer that the problem is resolved.

Add JIRA Core or JIRA Software users to your service desk project

1. In your project, go to Project administration > Users and roles.

2. Select Add users to a role.
3. Search for the users you'd like to add and choose the Service Desk Team role.
4. Select Add.
JIRA Core and JIRA Software users in the Service Desk Team project roll will have restricted access to your
service desk project and will only be able to see issues with which they're involved. Adding JIRA core and
JIRA Software users to the Service Desk Team project role will not assign them to a service desk agent
license.

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Documentation for JIRA Service Desk 3.1 57

Remove JIRA application users

1. In your project, go to Project administration > Users and roles.

2. To remove users from your service desk project only, simply hover over the user or group you wish to
remove and select

.
To remove or deactivate users, your administrator will need to proceed to

> User management.

User management documentation

Check out the following documentation to learn more about managing users and permissions:

Documentation Details

User Learn more about adding and removing users, managing users with groups, and
management managing access to JIRA applications.

Managing Learn more about adding and removing project roles, and managing project role
project roles membership.

Enabling public Open up your service desk project to allow customers without an account to sign up on
signup the Customer Portal and send requests by email.

Configuring Learn how global permissions affect licensing, how project permissions are associated
permissions with a project role, and how to customize the default service desk project permission
scheme.

Managing project role memberships

You can use project roles to easily associate users and groups with a particular project. For example, you
may want to send notifications to a specific set of users associated with your project, and by adding them all
to a project role, you can then use that project role to control who receives the notifications. You can also use
project roles to restrict how much access certain users or groups have. Unlike groups, which have the same
membership throughout your application, project roles have specific members for each project.
This page contains instructions for managing membership of existing project roles. For information on
creating and using project roles, see Managing project roles.

Viewing and editing project role members

1. Log in as a project administrator and open your project.

2. Select

> Users and roles.

3. You'll see all users and groups associated with each project role.
4. To add users or groups to a project role, select Add users to a role in the top right corner. Enter the
users or groups and select the project role you wish to add them to.
5. To remove a user or group from a project role, hover over the user or group row, and select

Since group membership can only be edited by users with the JIRA Administrator global
permission, project administrators may therefore prefer to assign users, rather than groups, to their
project roles.

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Documentation for JIRA Service Desk 3.1 58

Using JIRA applications with HipChat

Integrating JIRA applications and HipChat gives you and your team the On this page:
following collaboration power:
Connectin
Get notifications in your HipChat rooms when a customer g projects
updates a service desk request, or a developer comments on to rooms
an issue. Invite
Create a dedicated HipChat room from the issue you're users
working on and want to discuss with your team. Discuss
Preview issues and service desk requests directly in HipChat issues in
when someone on your team mentions them. rooms
Issue
preview
Remove
OAuth
Permission
s

Connecting projects to rooms

You can link JIRA projects with one or more HipChat rooms so that when issues are updated or created,
messages are sent to the HipChat rooms that you specify.
1. You must be a logged in as an Administrator or a Project Administrator.
2. Choose

> Projects.
3. Select a project.
4. In the Project Administration menu, select HipChat Integration.
5. Choose a HipChat room and select Add.
6. Select the Issue Type, Priority, or select Advanced to enter a JIRA JQL Query.
7. Select the actions that will send a notification to your room (issue created, assignee changed, new
comments, and issue transitions).
8. Select to notify users (using HipChat notifications) when a message is sent to the room.
9. Changes are saved automatically, continue browsing your project to continue.
Notify Users in This Room uses HipChat notifications (playing a sound, popups, and bouncing dock icon) to
alert users of new messages sent from JIRA. This functionality is only available in the web and IOS clients.

Private rooms

Private rooms in HipChat are by invitation only. In order to in connect JIRA to a private room in HipChat you
will need to authoriize HipChat from the HipChat Integration setup screen.

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Documentation for JIRA Service Desk 3.1 59

Once you have authorized JIRA, all of the private rooms that you are a member of will be displayed in the
room selector drop-down menu. When your JIRA project and room are integrated, everyone in the private
room will be able to see the notifications that are sent to that room.

Invite users

If you have administrator permissions, you can invite users to join HipChat directly from the Integration
screen. Follow the instructions in Linking JIRA and your HipChat site above, to access the integration
screen. You must have at least one project integrated with a room to see the invite users link. Select the link
to send an email inviting users to HipChat. To invite users, you will need to confirm access to your HipChat
account to give JIRA permission to invite users.
You can remove this access by following the instructions in Removing OAuth Permissions.

Discuss issues in rooms

You can focus your discussion by creating or selecting a HipChat room to discuss an issue. When JIRA is
integrated with HipChat and you are in the issue screen, you can select to "Create a room" or "Choose a
room" in the HipChat discussions panel. This will associate the current issue and the room and any
changes to the issue will send a notification to that room.

You can also select to have links open in your HipChat App (OSX only) when you select a link. In the issues
screen, select the cog icon in the HipChat discussion to enable opening links in the application.

Issue preview

With issue preview enabled, if you enter an issue key as part of a message, or paste a URL for the issue in
any room in HipChat, you can receive a preview of the issue. This way, the entire room can see and be on
the same page when discussing an issue, without ever having to leave the discussion.

Connectivity requirements for JIRA and/or HipChat Server customers

For this feature to work, HipChat needs to be able to talk to JIRA, which means that your JIRA instance must
be addressable and accept inbound connections via HTTPS.

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Documentation for JIRA Service Desk 3.1 60

A note on JIRA permissions

If this feature is enabled for a project, a preview will be posted in HipChat for any issue key/URL for that
project. If a project contains sensitive information you don't want shared in HipChat, make sure to disable this
feature for this project.

Configuring issue previews

If you are logged in as a JIRA Administrator, you can enable or disable issue preview for all projects. A
Project Admin can also override issue preview by individually enabling or disabling this setting for each
project.

As a JIRA Administrator

1. Log in as a user with the JIRA Administrators global permission.

2. Choose

> Applications > HipChat.

3. Select Advanced Settings.
4. Select the checkbox to enable or disable the Issue Preview globally.
5. Select Save to exit.

As a Project Administrator

1. You must be a logged in as a Project Administrator.

2. Choose

> Projects.
3. Select a project.
4. In the Project Administration menu, select HipChat Integration.
5. Select Advanced Settings.
6. Select the checkbox to enable or disable Issue Preview for your current room.
7. Select Save to exit.

Remove OAuth Permissions

You can remove permissions that you have granted to allow JIRA to access HipChat. For instance, if you
have given JIRA permission to invite users on HipChat's behalf.
1. Select your avatar to access your profile.
2. Click Profile.
3. Select Tools.
4. Click HipChat OAuth Sessions.
5. Select Remove Access.

Default service desk project configuration

Use this page as a reference for the default configuration of your service desk projects, including custom
fields, permissions, and database tables.
Custom fields
Request types, issue types, and workflows
Project permissions
Security types
Database tables

Custom fields

If required, JIRA Service Desk will create the following custom fields:

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Documentation for JIRA Service Desk 3.1 61

Custom Type Notes

field

Viewport String value, storing the 'Portal' and Issues must have this field to be a service desk
Origin 'Request Type' if a request was created request.
through the customer portal.

Time to An SLA field, stored in JSON format. This field stores SLA information for time until a
resolution request's resolution is set. See Setting up SLAs
for more information.

Customer String value Issues must have this field to be a service desk
Request request.
Type

Request types, issue types, and workflows

The default issue types, request types, and workflows are different for each service desk project type. When
you create a new service desk project, you can view these defaults by selecting Request types, Issues types,
or Workflows from the Project administration menu.

Project permissions

At installation time, JIRA Service Desk creates a project permission called JIRA Service Desk agent access
. Users who require full access to service desk projects or functionality need to have this permission.
This page shows the permission configuration for a standard service desk project permission scheme.
To see an overview of how permissions are set up for a service desk, see Permissions overview.
If you want to customize the permission scheme, see Customizing JIRA Service Desk permissions.
If you run into permission-related problems, see Resolving JIRA Service Desk permission errors.

Security types

JIRA Service Desk introduces the Service Desk Customer - Portal Access security type. A security type is
a concept that allows restriction of users to certain permissions, examples of security types include project
roles and groups. Service Desk Customer - Portal Access is a special security type that only applies to
users while they are viewing the customer portal; it was created specifically to allow customers to use the
customer portal without giving them access to the internal service desk view and your other JIRA
applications.

Database tables

When you set up JIRA Service Desk, the following tables will be created in your JIRA application database.

General JIRA Service Desk:

AO_54307E_AGENTSIGNAUTRES
AO_54307E_ASYNCUPGRADERECORD
AO_54307E_CAPABILITY
AO_54307E_CONFLUENCEKB
AO_54307E_CONFLUENCEKBENABLED
AO_54307E_CONFLUENCEKBLABELS
AO_54307E_CSATENTRIES
AO_54307E_CUSTOMGLOBALTHEME
AO_54307E_CUSTOMTHEME
AO_54307E_EMAILCHANNELSETTING
AO_54307E_EMAILSETTINGS
AO_54307E_GOAL
AO_54307E_GROUP
AO_54307E_GROUPTOREQUESTTYPE
AO_54307E_IMAGES

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Documentation for JIRA Service Desk 3.1 62

AO_54307E_METRICCONDITION
AO_54307E_PARTICIPANTSETTINGS
AO_54307E_QUEUE
AO_54307E_QUEUECOLUMN
AO_54307E_REPORT
AO_54307E_SERIES
AO_54307E_SERVICEDESK
AO_54307E_STATUSMAPPING
AO_54307E_THRESHOLD
AO_54307E_TIMEMETRIC
AO_54307E_VIEWPORT
AO_54307E_VIEWPORTFIELD
AO_54307E_VIEWPORTFIELDVALUE
AO_54307E_VIEWPORTFORM

JIRA Email Processor Plugin:

AO_2C4E5C_MAILCHANNEL
AO_2C4E5C_MAILCONNECTION
AO_2C4E5C_MAILGLOBALHANDLER
AO_2C4E5C_MAILHANDLER
AO_2C4E5C_MAILITEM
AO_2C4E5C_MAILITEMAUDIT
AO_2C4E5C_MAILITEMCHUNK
AO_2C4E5C_MAILRUNAUDIT

Automation:

AO_9B2E3B_EXEC_RULE_MSG_ITEM
AO_9B2E3B_IF_CONDITION_CONFIG
AO_9B2E3B_IF_COND_CONF_DATA
AO_9B2E3B_IF_COND_EXECUTION
AO_9B2E3B_IF_EXECUTION
AO_9B2E3B_IF_THEN
AO_9B2E3B_IF_THEN_EXECUTION
AO_9B2E3B_PROJECT_USER_CONTEXT
AO_9B2E3B_RSETREV_PROJ_CONTEXT
AO_9B2E3B_RSETREV_USER_CONTEXT
AO_9B2E3B_RULE
AO_9B2E3B_RULESET
AO_9B2E3B_RULESET_REVISION
AO_9B2E3B_RULE_EXECUTION
AO_9B2E3B_THEN_ACTION_CONFIG
AO_9B2E3B_THEN_ACT_CONF_DATA
AO_9B2E3B_THEN_ACT_EXECUTION
AO_9B2E3B_THEN_EXECUTION
AO_9B2E3B_WHEN_HANDLER_CONFIG
AO_9B2E3B_WHEN_HAND_CONF_DATA

JIRA Timed Promises Plugin:

AO_F1B27B_HISTORY_RECORD
AO_F1B27B_KEY_COMPONENT
AO_F1B27B_KEY_COMP_HISTORY
AO_F1B27B_PROMISE
AO_F1B27B_PROMISE_HISTORY

Working on service desk projects

If you are an agent working on a JIRA Service Desk project, you're in the right place!
If this is the first time you have used JIRA Service Desk, check out Getting started for
service desk agents for a brief introduction to your new workspace.

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Documentation for JIRA Service Desk 3.1 63

If you're familiar with JIRA Service Desk, use the search bar below to find any needed
information.

Search the topics in 'Working on service desk projects':

Working on issues Tracking your work Serving your customers

Working with issues Keeping on top of SLAs Raising requests on behalf

Editing and collaborating Configuring dashboards of customers
on issues
Attaching files and
screenshots to issues

Using service desk queues

Customer requests become issues that you can view and work on in queues. JIRA Service Desk comes with
default queues that your administrator can update to automatically triage issues for your team. As an agent,
you can see how many issues are in each queue, and switch between queues to work on the right issues at
the right time.
You can easily navigate to your service desk queues at any time by selecting Queues from your project
sidebar:

Switching queues

When you select Queues from your project sidebar for the first time, the secondary sidebar menu will open
automatically. This sidebar displays all queues in your service desk project, as well as the number of issues
in each queue. Simply select the name of the queue you wish to work from to view its issues.
To expand the view of a single queue, you can minimize your project sidebar by selecting

and minimize your queue sidebar by selecting

in the sidebar's upper right corner. When the queue sidebar is collapsed, a Switch queue dropdown will
appear, which you can use to view a different queue or to reopen the queue sidebar:

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Documentation for JIRA Service Desk 3.1 64

Working with issues

In JIRA Service Desk, customer requests are automatically triaged into On this page:
queues, so you can easily find the issues you need to work on. If you are
ready to jump in and learn more about working on and managing customer What is an
issues, you're in the right place.This page introduces you to the concept of issue?
an issue. You can then learn more about creating, editing, and collaborating Next steps
issues in the Next steps section.

What is an issue?

Different organizations use JIRA applications to track different kinds of issues, which can represent anything
from a software bug, a project task, to a leave request form.
In JIRA Service Desk, an issue represents a customer request (i.e. a helpdesk ticket), such as "Our printer is
not working", which appears as follows in the customer portal:

As an agent, you then pick up the issue from the service desk agent view:

Next steps

Check out the following pages to reach issue ninja status:

Creating issues and sub-tasks
Attaching files and screenshots to issues
Editing and collaborating on issues
Logging work on issues

Adding request participants

Customer requests are communications between the
customer reporting an issue and the agent resolving
that issue. To aid the resolution process, both
agents and customers can add request participants.
Request participants are additional JIRA Service
Desk customers or other internal users who can be
included in the resolution process.

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Documentation for JIRA Service Desk 3.1 65

On this page:
Adding other customers
To add request participants
on an issue
To add request participants
via email
Adding internal users
About request participants

Adding other customers

Typically, you include other customers, to ask them for more information or to update them about the
issue. Request participants can add comments and attachments to a request, and receive the same
notifications from JIRA Service Desk as the reporter. Participants are able to see who else is involved in a
request both on the Customer Portal and in email notifications. This makes it possible for them to work from
their inbox. They can also add more participants, for example, other customers who may be experiencing the
same issue and would like to be notified about the resolution.

To add request participants on an issue

1. Navigate to an issue.
2. In the People section of the issue, add users to the Request participants field. Note that you can
only add existing customers to the service desk issue.
If customers need to add participants via the customer portal, they can do so by selecting Add people. Servi
ce desk administrators can enable or disable this functionality by going to Project administration > Request
security.

To add request participants via email

If you are creating or responding to a request via email, add a request participant's email address to the TO
and CC fields.

If public signup is not enabled, the participant must have an existing JIRA Service Desk account to
be added to the request.

Adding internal users

As an example, you can involve other agents or JIRA Software developers on an issue to analyze a bug that
a customer has reported. To involve internal users, you can mention them in a comment or add them as a
watcher. As watchers, they will be notified about the issue and can communicate any updates to you
internally.

About request participants

Request participants receive an email notifying them that they have been added. All customers, including the
reporter, will appear in the People involved section of the request both to the customer on the customer
portal and to internal users in JIRA Service Desk.

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Documentation for JIRA Service Desk 3.1 66

Note that involving people in a request does not bypass issue-level security. If issue-level security
(e.g. restricting an issue to only be viewable by the reporter) has been applied, participants may not
be able to access their requests. Service desk administrators can refer to the instructions in Configuri
ng Issue-level Security to revise or delete an existing issue security scheme.

Attaching files and screenshots to issues

To share information with your customers, you can attach documents, On this page:
images, and screenshots to your JIRA Service Desk issues. You can also
restrict attachments to be viewed by your internal team only. Before you
begin
Adding
attachment
s
Sorting
and
managing
attachment
s
Accessing
ZIP file
contents
Capturing
and
attaching
screenshot
s

Before you begin

A JIRA administrator must enable specific user permissions so that you can add attachments and
screenshots into issues. The most common permissions are briefly described below. For more information,
your administrator should refer to Configuring file attachments.
JIRA administrator set permissions
You can attach files and screenshots if your JIRA administrator has file attachments enabled.
You need the Create Attachments permission in the appropriate projects.
The screenshot feature only works with Windows or Mac client. If you use another operating
system, you can attach a screenshot using the file attachment feature. For Linux users, please
see our article for enabling this feature.
If your JIRA admin has disabled thumbnails in JIRA's attachment settings, the image files will
appear as a list.
If your JIRA admin has disabled ZIP support in JIRA's attachment settings, the attachments feature
will not be available. You must download the zip file to your computer before accessing its

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Documentation for JIRA Service Desk 3.1 67

individual files.
To remove attachments from an issue, you need one of the following the project permissions in
that issue's project:
Delete Own Attachments — to delete files that you have added to the issue.
Delete All Attachments — to delete files that anyone has added to the issue.
Browser capabilities
If you're using Internet Explorer versions 10+, you need to run Java version 1.7+ platform.
If you're using Google Chrome, Mozilla Firefox, or Internet Explorer 11, attaching screenshots
relies on HTML5 compatibility. Safari is not supported.

Adding attachments

You can add files and images to any issue in your service desk project. When working on an issue, simply
drag and drop a file onto the issue, or select More > Attach files. You will then have the option to add a
comment with more information about the attachment, and then share the file and comment with your
customer or with your internal team only.
When adding or editing a comment, you can also select

to add attachments. In this case, you'll see wiki markup added to the comment field. As soon as you share
your comment, you'll see the file preview.
Acceptable file formats, characters, and sizes
File formats: GIFs, JPGs, PNGs
A valid file name cannot contain any of these characters: '\', '/','\"', '%', ':', '$',
'?', '*'.
By default, the maximum size of any one file is 10MB, although this limit can be customized by
your JIRA admin.

Sorting and managing attachments

The attachments section of the issue displays a list of options to sort, manage, and download attachments.
Select the down-arrow to the right of the attachments section to open the menu. You can reorder the
attachments according to a selected criteria. This criteria will be applied to all issues in your
project. To remove attachments from the issue, select Manage Attachments or hover over the attachment
and select

The selected criteria will be lost once you log out.

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Documentation for JIRA Service Desk 3.1 68

Accessing ZIP file contents

You can view the contents of a zip file (including '.zip' or '.jar' file name extensions) in the attachments
section. Click the down-arrow and select List. In list view, click the arrow icon in front of the zipped file's
name to view and download its individual files. If a file is located within a subdirectory of the zipped file, the
path to that file is indicated in the content of the zipped file. To download the entire zip file, click Download
Zip.

Capturing and attaching screenshots

You can capture a screenshot to the system clipboard and paste it directly into an issue.
1. Capture a screenshot using your system keyboard shortcut.
2. Open the issue and click More > Attach Screenshot.
3. Paste the image from your clipboard into the dialog using your system keyboard shortcut.
4. Enter a filename.
5. Select Upload.

Creating issues and sub-tasks

The building blocks of any project are issues. Issues act as the packets of On this page:
work that travel through their respective workflows within their projects, until
the work is completed. An issue may also have sub-tasks that can be Before you
assigned and tracked individually, as well as issue level security to restrict begin
the issue to select members of your team. Creating
an issue
Cloning an
Before you begin issue
Creating a
You need the Create Issue project permission for the issue's relevant sub-task
project. Converting
a sub-task
to an issue
Converting
an issue to
a sub-task
Restricting
access to
an issue

Creating an issue

1. Click Create at the top of the screen to open the Create Issue dialog box.
2. Select the relevant Project and Issue Type in the Create Issue dialog box.
3.

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Documentation for JIRA Service Desk 3.1 69

3. Type a Summary for the issue and complete any appropriate fields — at least the required ones that
are marked by an asterisk.
If you want to access fields that are not shown in this dialog box, or you want to hide existing fields:
a. Click the Configure Fields button at the top right of the screen.
b. Click Custom and select the fields you want to show or hide by selecting or clearing the
relevant check boxes respectively, or click All to show all fields.
When you next create an issue, these selected fields will be displayed.
4. Optional: To create a series of similar issues – with the same Project and Issue Type – select the Cr
eate another checkbox at the bottom of the dialog. Depending on your configuration and the values
you may have specified when creating previous issues, some of the fields in the new Create Issue
dialog box may be pre-populated. Make sure you check they're all correct before creating the next
issue.
5. When you are satisfied with the content of your issue, click the Create button.

Cloning an issue

Cloning or copying an issue lets you quickly create a duplicate of an issue within the same project. The
cloned issue is a replica of the original issue, containing most of the same details stored in the original issue
— e.g. Summary, Affects Versions, Components, etc. However, some details aren't cloned — e.g. Work Log,
Comments, Issue history, and Links to Confluence pages. Statuses and resolutions aren't cloned as well; the
statuses return to the first step of the corresponding workflow, and the resolutions are cleared. The cloned
issue can also be linked to the original issue.
1. Open the issue you wish to clone.
2. Select More > Clone. The Clone Issue screen will appear.
You can edit the clone issue's Summary if you wish.
If the issue contains links to other issue(s), you can select whether or not to include the links in
the new cloned issue.
If the issue contains sub-tasks, you can select whether or not to create the sub-tasks in the new
cloned issue.
If the issue contains attachments, you can select whether or not to include the attachments in
the new cloned issue.
3. Click Create.

Creating a sub-task

A sub-task can be created for an issue to either split the issue into smaller chunks, or to allow various
aspects of an issue to be assigned to different people. An issue cannot be resolved until all its sub-tasks are
completed and resolved. If you find a sub-task is holding up the resolution of an issue, you can convert the
sub-task to an issue, to allow it to be worked on independently. If you find an issue is really just a sub-task of
a bigger issue, you can also convert an issue to a sub-task.
Note: You can only create sub-tasks if your administrator has enabled sub-tasks, and has added the
sub-task issue type to the project's issue type scheme.
1. Navigate to the issue you would like to be the parent issue of the sub-task you are about to create.
2. Select More > Create Sub-Task. You will see the Create sub-task screen.
3. Fill in the details as needed, and then click Create at the bottom of the page.
Tip: You can customize the Create sub-task screen to show fields you use most often. To do this, click Conf
igure Fields at the top right corner of the dialog, and use the All and Custom links to switch between the
default screen and your custom settings. Your changes are saved for future use.

Converting a sub-task to an issue

1. Navigate to the sub-task issue you would like convert.

2. Select More > Convert to Issue.
3. In the Step 1. Select Issue Type screen, select a new issue type (i.e. a standard issue type) and click
Next.
4. If the sub-task's current status is not an allowed status for the new issue type, the Step 2. Select New
Status screen is displayed. Select a new status and click Next.
5. In the Step 3. Update Fields screen, you will be prompted to enter any additional fields if they are

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Documentation for JIRA Service Desk 3.1 70
5.
required. Otherwise, you will see the message 'All fields will be updated automatically'. Click Next.
6. The Step 4. Confirmation screen is displayed. If you are satisfied with the new details for the issue,
click Finish.
7. The issue will be displayed. You will see that it is no longer a sub-task, that is, there is no longer a
parent issue number displayed at the top of the screen.

Converting an issue to a sub-task

1. Navigate to the issue you would like to convert.

2. Select More > Convert to Sub-Task.
3. In the Step 1. Select Parent Issue and Sub-Task Type screen, type or select the appropriate parent
issue type and the new issue type (i.e. a sub-task issue type). Click Next.
4. If the issue's current status is not an allowed status for the new issue type, the Step 2. Select New
Status screen is displayed. Select a new status and click Next.
5. In the Step 3. Update Fields screen, you will be prompted to enter any additional fields if they are
required. Otherwise, you will see the message 'All fields will be updated automatically'. Click Next.
6. The Step 4. Confirmation screen is displayed. If you are satisfied with the new details for the issue,
click Finish.
7. The issue will be displayed. You will see that it is now a sub-task, that is, its parent's issue number is
now displayed at the top of the screen.
Note: You will not be able to convert an issue to a sub-task if the issue has sub-tasks of its own. You first
need to convert the issue's sub-tasks to standalone issues; you can then convert them to sub-tasks of
another issue if you wish. Sub-tasks cannot be moved directly from one issue to another — you will need to
convert them to standard issues, then to sub-tasks of their new parent issue.

Restricting access to an issue

When creating (or editing) an issue, you can restrict access to that issue to members of your team who are
part of a chosen security level. To be able to set the security level for an issue, your administrator must add
you to the appropriate issue security level, and also grant you the 'Set Issue Security' permission for the
appropriate projects.
1. Create/edit the relevant issue.
2. In the Security Level drop-down field, select the desired security level for the issue. You will only see
the security levels you belong to.
3. Save the issue. It is now only accessible to members of the specified security level.
Users who are not members of this security level will not be able to access that issue, or see it in any
filters, queries, or statistics.

Raising requests on behalf of customers

Let's say you're helping a customer resolve an issue over the phone, and On this page:
you need to followup with additional information. You can use the Customer
Portal to quickly enter your customer's name, fill in the issue details, and Raise a
submit the service desk request. customer
request
If you don't need to create a request, but simply want to invite customers to Invite a
your service desk so they know how to get help, you can skip ahead to Invit new
e a new customer. customer

Note that your service desk administrator must have public signup enabled if you want to raise
requests on behalf of new customers, or invite new customers.

Raise a customer request

1. From your service desk project sidebar, select Customer Portal.

2. Select the request type that matches your customer's need.
3. In the Raise this request on behalf of field, enter a new customer's email address or search for an
existing customer's name:

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Documentation for JIRA Service Desk 3.1 71

4. Fill in the request details and select Create.

Your customer will be emailed a link to the new request – new customers will also receive an invitation to
finish creating a service desk account – and you will be able to continue working on the issue from your
service desk queue.

Invite a new customer

1. From your service desk project sidebar, select Customers.

2. Select Invite customers and enter your customer's email address.
3. Send your invitation and you're done!

Creating issues using the CSV importer

If you have the Create Issue project permission and the Bulk Change glob On this page:
al permission for the relevant projects, you can create issues in bulk using a
comma-separated value (CSV) file. CSV files are text files that represent Preparing
tabulated data, and are supported by most systems that handle tabulated your CSV
data, such as spreadsheets (MS Excel, Numbers) and databases. file
Running
The CSV importer allows you to import data from external systems that can the CSV
export their data in a tabulated format. It also allows you to create your own file import
CSV file to perform bulk issue creation and updates. wizard
Tips for
Your administrator has access to more import options designed importing
specifically for other systems, such as Github, Fogbugz, and CSV data
Bugzilla. If you are planning on importing from an external system a into issue
large amount of issues, administrators have access to advanced fields
import functionalities by following: Migrating from other issue
trackers, including Importing data from CSV.

There are two steps to using the CSV importer, and an optional third step:
1. Preparing your CSV file
2. Running the CSV import wizard
3. Saving your configuration for future use
Preparing your CSV file

The JIRA Importers plugin assumes that your CSV file is based off a default Microsoft Excel-styled CSV file.
Fields are separated by commas, and any content that must be treated literally, such as commas and new
lines/'carriage returns' themselves are enclosed in quotes.
For Microsoft Excel and OpenOffice, it is not necessary to quote values in cells as these applications
handle this automatically.

CSV file requirements

In addition to being 'well-formed', CSV files have the following requirements:

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Documentation for JIRA Service Desk 3.1 72

Each CSV file must possess a heading row with a Summary column
The CSV file import wizard uses a CSV file's header row to determine how to map data from the
CSV file's 2nd row and beyond to fields in your project's issues.
The header row should avoid containing any punctuation (apart from the commas separating each
column) or the importer may not work correctly.
The header row must contain a column for 'Summary' data.
Commas (as column/field separators) cannot be omitted
For example, this is valid:

Summary, Assignee, Reporter, Issue Type, Description, Priority

"Test issue", admin, admin, 1, ,

... but this is not valid:

Summary, Assignee, Reporter, Issue Type, Description, Priority

"Test issue", admin, admin, 1

Encapsulating JIRA data structure in your CSV file

Capturing data that spans multiple lines

Use double-quote marks (") in your CSV file to capture data that spans multiple lines. For example, upon
import, JIRA will treat the following as a valid CSV file with a single record:

Summary, Description, Status

"Login fails", "This is on
a new line", Open

Treating special characters literally

Use double-quote marks (") around a section of text to treat any special characters in that section literally.
Once this data is imported, these special characters will be stored as part of JIRA's field data. Examples of
special characters include carriage returns/enter characters (as shown in the example above), commas, etc.
To treat a double quote mark literally, you can 'escape' them with another double quote mark character.
Hence, the CSV value:
"Clicking the ""Add"" button results in a page not found error"
once imported, will be stored in JIRA as:
Clicking the "Add" button results in a page not found error

Aggregating multiple values into single issue fields

You can import multiple values into an issue field that accepts multiple values (e.g. Fix (for) Version, Affect
s Version, Component, Labels). To do this, your CSV file must specify the same column name for each
value you wish to aggregate into the mapped issue field. The number of column names specified must match
the maximum number of values to be aggregated into the mapped field. For example:

IssueType, Summary, FixVersion, FixVersion, FixVersion, Component, Component

bug, "First issue", v1, , , Component1,
bug, "Second issue", v2, , , Component1, Component2
bug, "Third issue", v1, v2, v3, Component1,

In the above example, the Component field of the second issue and the Fix Version field of the third issue

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Documentation for JIRA Service Desk 3.1 73

will generate multiple values in appropriate issue fields upon import.

Be aware that only a limited number of issue fields support multiple values. The CSV importer will not
allow you to import aggregated data into issue fields that only support a single value.

Importing attachments

You can attach files to issues created from your CSV file. To do this, specify the URL of your attachment in
an 'Attachments' column within your CSV file.

Assignee, Summary, Description, Attachment, Comment

Admin, "Issue demonstrating the CSV attachment import", "Please check the
attached image below.",
"https://jira-server:8080/secure/attachment/image-name.png", "01/01/2012
10:10;Admin; This comment works"
Admin, "CSV attachment import with timestamp,author and filename", "Please check
the attached image below.", "01/01/2012
13:10;Admin;image.png;file://image-name.png", "01/01/2012 10:10;Admin; This
comment works"

URLs for attachments support the HTTP and HTTPS protocols and can be any location that your
JIRA instance must be able to access.

Importing issues into multiple projects

You can import issues from your CSV file into different projects through a CSV file import. To do this:
Your CSV file requires two additional columns whose headings should be named similarly to Project
Name and Project Key.
Ensure that every issue represented in your CSV file contains the appropriate name and key in these
columns for the projects to which they will be imported.
The project name and key data is the minimum project data required for importing issues from a
CSV file into specific projects.

IssueType, Summary, Project Name, Project Key

bug, "First issue", Sample, SAMP
bug, "Second issue", Sample, SAMP
task, "Third issue", Example, EXAM

In the example above, the first and second issues will be imported into the 'Sample' project (with project key
'SAMP') and the third issue will be imported into the 'Example' project (with project key 'EXAM') , assuming
you match the 'Project Name' and 'Project Key' fields in your CSV file to the Project name and Project key i
ssue fields, respectively during the CSV file import wizard.

Importing worklog entries

Your CSV file can contain worklog entries. For example:

Summary,Worklog
Only time spent (one hour),3600
With a date and an author,2012-02-10 12:30:10;wseliga;120
With an additional comment,Testing took me 3 days;2012-02-10
12:30:10;wseliga;259200

To track time spent, you need to use seconds.

Importing to multi select custom fields

Your CSV file can contain multiple entries for the one Multi Select Custom Field. For example:

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Documentation for JIRA Service Desk 3.1 74

Summary,Multi Select,Multi Select,Multi Select

Sample issue,Value 1,Value 2,Value 3

This will populate the Multi Select Custom Field with multiple values.

Importing cascading choice custom fields

You can import values to a cascading choice custom field using the following syntax:

Summary, My Cascading Custom Field

Example Summary, Parent Value -> Child Value

The '->' separator allows you to import the hierarchy.

NOTE: Currently JIRA does not support importing multi-level cascading select fields via CSV (
JRA-34202 - Allow CSV import to support Multi-Level Cascading Select plugin fields
OPEN ).

Running the CSV file import wizard

Before you begin: If your JIRA installation has existing data, you should back it up.
1. Select Issues > Import Issues from CSV to open the Bulk Create Setup page. (If you do not have
the option Import issues from CSV, your JIRA Admin must update the JIRA Importers plugin to
version 6.2.3 or above.)
2. On the Setup page, select your CSV Source File.
Leave the Use an existing configuration file checkbox cleared if you do not have a configuration file,
or if you want to create a new configuration file. Configuration files specify a mapping between column
names in your CSV file's header row and fields in your installation.
If you select this option, you will be asked to specify an Existing Configuration File.
If you do not select this option, then at the end of the CSV file import wizard, JIRA will ask you if
you want create a configuration file that you can use for subsequent CSV imports.
3. Click the Next button to proceed to the Settings step of the CSV file import wizard. Complete the
required fields.
If your CSV file uses a different separator character other than a comma, specify that character
in the CSV Delimiter field. If the separator is a 'Tab', this can be entered using the format ' /t'.
4. Click the Next button to proceed to the Map fields step of the CSV file import wizard. Here, you can
map the column headers of your CSV file to the fields in your selected project. If you want to select
specific JIRA field values to map specific CSV values to, tick the checkbox for Map field value.
Note: You must map a CSV field to the issue's summary field. This ensures the issues created
have a summary.
5. Click the Next button to proceed to the Map values step of the CSV file import wizard. On this step of
the import wizard, you can select which specific CSV field values you want to map to which specific
issue field value. For example, your issue types you may have a CSV field value of "Feature Request",
which you may want to map to the issue type field value "New Feature".
Please note:
Any fields whose Map field value checkboxes were selected in the previous step of the CSV
file import wizard will be presented on this page.
Leave a field cleared or clear any content within it if you wish to import the value 'as is'.
If you are importing a username-based CSV field (e.g. Reporter or Assignee) and you do not
select the Map field value checkbox for this field in the previous step of the CSV file import
wizard, then the importer will automatically map imported usernames from the CSV file to
(lowercase) JIRA usernames.
Regardless of whether or not you select the Map field value checkbox, JIRA will
automatically create usernames based on the data in your CSV file if they have not already
been defined in JIRA.
6. Click the Begin Import button when you are ready to begin importing your CSV data into JIRA. The
importer will display updates as the import progresses, then a success message when the import is
complete.
7.

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Documentation for JIRA Service Desk 3.1 75

7. If you're confident your import is correctly set up, click the Begin Import button. Your import will begin
and once complete you will be informed of any errors. If you'd like to check your import first, click the V
alidate button and JIRA will validate your import and inform you of any expected errors or warnings.
You can then go back and correct these before running your full import.
Note:
If you experience problems with the import (or you are curious), click the download a detailed
log link to reveal detailed information about the CSV file import process.
If you need to import another CSV file with the same (or similar) settings to what you used
through this procedure, click the save the configuration link to download a CSV configuration
file, which you can use at the first step of the CSV file import wizard.
Congratulations, you have successfully imported your CSV data into JIRA! If you have any questions or
encounter any problems, please contact Atlassian support.

Tips for importing CSV data into issue fields

Below are some helpful tips when importing data from your CSV file into specific issue fields:

Issue Field Import Notes

Project CSV data is imported on a per-project basis. You can either specify an existing project(s)
as the target, or the importer will automatically create a new project(s) for you at time of
import.

Summary This is the only required field.

Component(s) You can import issues with multiple components by entering each component in a
separate column.

Affects You can import issues with multiple 'Affects Versions' by entering each version in a
Version(s) separate column.

Fix Version(s) You can import issues with multiple 'Fix Versions' by entering each version in a separate
column.

Comment You can import issues with multiple comments by entering each comment in a separate
Body column.

Due Date Please use the date format specified on the second step of the CSV import wizard.

Issue Type If not specified in your CSV file, imported issues will be given the default (i.e. first) Issue
Type, as specified in your JIRA instance. For more information, see Defining issue type
field values.
You can also create new values on-the-fly during the import process.

Labels You can import issues with multiple labels by entering each label in a separate column.

Priority If not specified in your CSV file, imported issues will be given the default (i.e. first) Priority
as specified in your JIRA instance. For more information, see Defining priority field values.

You can also create new values on-the-fly during the import process.

Original The value of this field needs to be specified as number of seconds.

Estimate

Remaining The value of this field needs to be specified as number of seconds.

Estimate

Time Spent The value of this field needs to be specified as number of seconds.

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Documentation for JIRA Service Desk 3.1 76

Users You can choose to have the importer automatically create JIRA users for any values of
the Assignee or Reporter field.
Users will be created as active accounts in JIRA. Users will need to get their
passwords emailed to them the first time they log into JIRA.
Users with no real name will get the portion of their email address (login name) before
the "@" character as their Full Name in JIRA.
If you are using External User Management, the import process will not be able to
create users; instead, the importer will give you a list of any new users that need to be
created. You will need to create the users in your external user repository before
commencing the import.
If you have a user-limited license (e.g. personal license), and the number of required
users is larger than the limit, then the import will be stopped. A page will be displayed
showing a list of users that can't be created.
If Assignee and Reporter are not mapped, then no usernames are created.

Other fields If you wish to import any other fields, you can choose to map them to specific JIRA
custom field(s). If your custom fields don't exist yet in JIRA, the importer can automatically
create them for you. If your custom field is a date field, please use the date format
specified on the second step of the CSV import wizard.

Editing and collaborating on issues

Resolve your customer requests more efficiently with these tips and tricks On this page:
for editing and collaborating on JIRA Service Desk issues. Attaching
files and
In addition to learning about the basics of editing and commenting on an
screenshot
issue, you can refer to this page for help with:
s
Using the wiki toolbar to make your comments and descriptions pop Collaborati
Sharing issues with your team and adding request participants ng on
Keeping track of issues with labels and issue watchers issues
Editing
issue
details
Commenti
ng on
issues
Formatting
text with
wiki
markup
Tracking
issues with
labels
Watching
and voting
for issues

Attaching files and screenshots

If your administrator has enabled file attachments, you and your customers can attach files and screenshots
to issues you're working on. See Attaching files and screenshots to issues for more information.

Collaborating on issues

You can easily keep your team informed by using the

button to share an issue with other JIRA users. If your administrator has enabled anonymous access, you
can also share issues by entering the email address of a non-JIRA user.

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Documentation for JIRA Service Desk 3.1 77

If you want to invite members of your team to help you work on an issue, you can mention them by typing @
and their username in the issue description or comment. Note that the users you mention will be notified
once you save the issue description or comment.
In JIRA Service Desk, your administrator can also enable Request participants, which will appear as another
issue field. You can add other agents and customers from your service desk project to help you resolve the
original customer's request.

Editing issue details

What permissions do you need?

To edit an issue, you need the Edit Issue project permission for the issue's relevant project. If you do
not have this permission, please contact your administrator.

To edit an existing issue, select Edit to open the Edit Issue dialog box and modify the issue details. If you
want to change the fields you need to edit, select Configure Fields > Custom and choose the fields you
want to show or hide. Select Update to save your changes.

Commenting on issues

What permissions do you need?

To add comments to an issue, i.e. to see the Comment button, you must have both of the following
project permissions for the issue's relevant project:
Browse Project permission to view the issue to be commented on
Add Comments permission to add a comment to the issue.
Note that you automatically become a watcher of the issues that you comment on. You can disable
this via the Preferences > Autowatch option in your profile.

What How

Add a Simply click Comment and select the internal (for other agents or collaborators) or external (for
comment customers) tab.

Delete a On the comment you wish to delete, select the trashcan icon located on the comment. Confirm
comment that you want to remove this comment from the issue by selecting Delete when prompted.

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Documentation for JIRA Service Desk 3.1 78

Edit a Select
comment

located on the comment, and edit the text or restrictions (Viewable by...) as needed. When
you save your revised comment, you'll see 'edited' displayed to indicate that the comment has
been edited:

You can hover over 'edited' to see who edited the comment and when.

Link to a Select the Permlink icon on the comment, which will be highlighted in pale blue. Copy the link
comment from the Permlink icon and paste it into your email or chat message. The link will look
something like this: http://jira.atlassian.com/browse/TST-123?focusedCommentId=94796#actio
n_94796.

Restrict Apply viewing restrictions to a comment by selecting the open padlock icon
a
comment

(or

if restrictions already apply).

Formatting text with wiki markup

JIRA application Text Formatting Notation allows you to use rich-text features, such as:

Italic, bold, underlined text

Multiple levels of headings

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Documentation for JIRA Service Desk 3.1 79

Bullets, numbered lists, tables, and quotations

Images
Macros
When you edit an issue description, comment, or any rich-text field, you can expand the simple wiki editor
toolbar to format your text and select preview to see how your formatted text will appear. Note that your JIRA
administrator can enable, disable and configure the which allows you to use wiki markup, so your options
may vary slightly.

Tracking issues with labels

Labeling helps you categorize and search for an issue. When viewing an issue, select More > Labels to add
or remove labels, which will appear in the Details section:

You can click a label (e.g. doc in the above screenshot) to jump to the Issue Navigator and see a list of all
issues that have this label. You can also add the Labels Gadget to your dashboard to quickly find issues with
labels relevant to you and your team.

Watching and voting for issues

What permissions do you need?

To view other users watching or voting for an issue, you need the View Voters and Watchers and M
anage Watcher List project permissions.

If your administrator has set up the needed notification scheme, you can select Start watching this issue to
be automatically notified of issue updates. You can also click the number of watchers on the issue to add
other JIRA users as watchers.
If your administrator has enabled the voting on issues, you can select Vote for this issue to encourage the
responsible team to resolve or complete the issue.

Linking issues
Issue linking allows you to create an association between two existing
issues on either the same or different JIRA servers. For example:
An issue may relate to another.
An issue may duplicate another.
An issue may block another.
Issue linking also allows you to:
Create a new linked issue from an existing issue in a service desk or
business project.
Create an association between an issue and a Confluence page.
Link an issue to any other web page.
Your JIRA administrator can customize the types of links that you can
create.

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Documentation for JIRA Service Desk 3.1 80

On this page:
Creating a
link to
another
issue on
the same
JIRA site
Creating a
link to an
issue on
another
JIRA site
Create a
new linked
issue from
an existing
issue in a
service
desk or
business
project
Creating a
link to a
Confluenc
e page
Creating a
link to any
web page
URL
Deleting a
link
Searching
for linked i
ssues

Issue links within an issue look like this:

Screenshot: the 'Issue Links' section within an issue

Note: Resolved issues (i.e. issues with a Resolution set) are displayed in strike-through font, e.g. DEMO-1.

To create links on issues, you need to have the Link Issues permission in the project(s) to which the
issues belong.

Creating a link to another issue on the same JIRA site

1. Open the issue you wish to link to another issue in the same JIRA site.
2. Select More > Link to display the Link dialog box.

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Documentation for JIRA Service Desk 3.1 81

3. Ensure that the JIRA Issue item is selected at the left of the dialog box and then choose the type of
link to be created from the This issue drop-down list.
If your JIRA system administrator has configured fully reciprocal application links between your
JIRA site and another one, a Server drop-down list may appear above the This issue list. If this is the
case, ensure your JIRA site appears or has been selected from the Server list.
4. In the Issues field, specify the issue(s) to be linked to your currently viewed/selected issue. There are
two ways to do this:
Type the full issue key (e.g. ABC-123) — or to link to multiple issues, press the 'Enter' key
between each typed issue key.
If you have previously browsed an issue, you can quickly find the issue by typing the first
few letters of the issue key (or part of the Summary), which will appear in an ' autocomplete'
drop-down list for selection:
OR:
Click the search for an issue link to use the Find JIRA issues popup, which allows you to
perform either a simple text search or an advanced search for issues.
5. Optional: Add a Comment to describe why you are linking these issues.
6. Click the Link button at the bottom of the dialog.

Creating a link to an issue on another JIRA site

To create this type of link, your JIRA system administrator should have configured fully reciprocal applicati
on links between your JIRA site and the other JIRA site containing the issue(s) you want to link to.
This feature is not available in Atlassian Cloud.
1. Open the issue you wish to link to another issue.
2. Select More > Link to display the Link dialog box.
3. Ensure that the JIRA Issue item is selected at the left of the dialog box.
Note:
This option will not be available if your JIRA system administrator has not configured
an application link between your JIRA site and the remote JIRA site.
If, after selecting this option, you are prompted for authorisation, you may be required to log in
to the remote JIRA site, which will allow your JIRA site to access the remote JIRA site on behalf

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Documentation for JIRA Service Desk 3.1 82

of your account on the remote JIRA site.

This behavior means the application links configured between your JIRA site and the remote
JIRA site use OAuth authentication.
4. If your JIRA site is connected to multiple remote JIRA sites, choose the relevant JIRA site from the Se
rver drop-down list.
5. Choose the type of link to be created from the This issue drop-down list.
6. Type the Issue key of the issue on the remote JIRA site that you want to link to. Alternatively, you can
search for issues on the remote JIRA site by clicking the search for an issue link, which opens the Fi
nd JIRA issues popup.
You can link to any issue on the remote JIRA site to which you have access on that site.
7. Select the Create reciprocal link checkbox to create the complementary link on the remote issue you
are linking to, back to your issue. For example, if you create a blocks link type to a remote issue, the
reciprocal link generated on the remote issue will be a is blocked by link type back to your local
issue.
8. Optional: Add a Comment to describe why you are linking these issues.
9. Click the Link button at the bottom of the dialog.

Troubleshooting

Problem: If you selected the Create reciprocal link checkbox, but after clicking the Link button, you
discover that a reciprocal link from the remote issue back to your issue has not been created, then your JIRA
system administrator has most likely created only a one-way link from your JIRA site to the remote JIRA site.
Solution: Ask your JIRA system administrator to configure fully reciprocal application links between your
JIRA site and the remote JIRA site.
Problem: If you attempted to create a reciprocal link but received the following message:
'A reciprocal link from issue 'XYZ-123' back to this issue was not created as the remote JIRA server
returned the following error: No Link Issue Permission for issue 'XYZ-123'. ' (where 'XYZ-123' is the
issue key on the remote JIRA site),
then a reciprocal link on the remote JIRA site will not have been created, because the user account through
which you authenticated on the remote JIRA site (at step 3 above) does not have the Link Issues project
permission.
Solution:
Ask the JIRA project administrator(s) on the remote JIRA site to grant your user account the Link
Issues project permission for the relevant project(s) to which you need to create issue links.
Alternatively, if the application link between your JIRA site and the remote JIRA site use OAuth
authentication and you suspect you may have authenticated on the remote site with another user
account that does not have the Link Issues project permission, repeat the procedure above but during
the authorisation step (at step 3), authenticate on the remote site with a user account which has this
permission.
If you are not prompted for authentication during authorisation, try clearing your browser's cookies
first and repeat the procedure again.

Create a new linked issue from an existing issue in a service desk or business project

To create a linked issue, you need to have Create issue and Linked Issues permissions in the
destination project(s).

To create a linked issue:

1. Open the issue from which you wish to create the linked JIRA issue.
2. In the Issue screen, select More > Create linked issue to display the Create Linked Issue dialog
box
3. Keyboard Shortcut: '.' + start typing Create linked issue. The newly created linked issue contains
the same Project, Issue Type, and Summary information stored in the original issue. It is also linked to
the service desk issue, in this case CCF-3.

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Documentation for JIRA Service Desk 3.1 83

4. Select the destination Project in which the new linked issue is to be created.
5. Select the correct Issue Type for the new linked issue.
6. In the Linked issues field, specify issue(s) to be linked to your new linked issue.
7. Edit the linked issue Summary.
8. Edit the Description and describe why you are linking these issues.
9. Select the Copy attachments checkbox to include any attachments from the original issue.
10. Select the Copy links checkbox to include any URLs from the original issue.
11. Click the Create button at the bottom of the dialog.
Your linked issue has now been created.

Creating a link to a Confluence page

This feature is only supported in Confluence versions 4.0 or later.

To create this type of link, your JIRA system administrator needs to have configured an application link be
tween your JIRA site and the Confluence site containing the pages you want to link to.
1. Open the issue you wish to link to another issue.
2. Select More > Link to display the Link dialog box.
3. Click the Confluence Page option at the left of the dialog box.
This option is not available if your JIRA system administrator has not configured an application
link between your JIRA site and Confluence site.
4. If more than one application link has been configured between your JIRA site and other Confluence
sites, then choose the appropriate Confluence site from the Server drop-down list.
5. Specify the Confluence page to be linked to your currently viewed issue. There are two ways to do
this:
In the Page URL field, enter the URL of a page on the Confluence site you want to link to. For
example:

http://<confluence-server>/display/ds/Welcome+to+the+Confluence+Demon
stration+Space

Click the search for a page link. The Link dialog box is replaced by the Find a Confluence

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Documentation for JIRA Service Desk 3.1 84

page dialog box.

If you are prompted for authorisation, you may be required to log in to the Confluence site,
which will allow your JIRA site to access the Confluence site on behalf of your account on the
Confluence site.
This behavior means the application links configured between your JIRA site and the remote
Confluence site use OAuth authentication.
a. In the first Search field, specify one or more search terms that appear in the page you
want to link to. This field is mandatory.
b. Optional: In the second Search field, select the Confluence space to further narrow
down the search.
c. Click the Search button and then the title of the page you want to link to.
6. Optional: Add a Comment to describe why you are linking these issues.
7. Click the Link button at the bottom of the dialog.

Troubleshooting

Problem: If Confluence page links you create show Failed to load on the issue or if you attempted to
search for a Confluence page but received the following message:
'Content on the Confluence site could not be accessed because the Confluence server's 'Remote API'
feature is disabled. The Confluence system administrator must enable this 'Remote API' feature for
JIRA to successfully access this content.'
then JIRA was unable to communicate with the Confluence server to either:
retrieve information about the link or
conduct a Confluence page search in the Find a Confluence page dialog box.
Solution:
Ask the Confluence system administrator to enable the Remote API (XML-RPC & SOAP) feature, since this
Confluence feature is disabled by default. See Enabling the Remote API in the Confluence documentation for
details.

Creating a link to any web page URL

1. Open the issue you wish to link to another issue.

2. Select More > Link to display the Link dialog box.
3. Click the Web Link option at the left of the dialog box.
4. Specify the URL of the web page you want to link to.
5. Specify the Link Text that will appear in the Issue Links section of the 'view issue' page and will be h
yperlinked to your URL.
6. Optional: Add a Comment to describe why you are linking these issues.
7. Click the Link button at the bottom of the dialog.

Deleting a link

1. Go to an issue that contains links, and locate the Issue Links section (see screenshot above).
2. Hover your mouse over the link you wish to delete, and click the Delete (trashcan) icon that appears.

Searching for linked issues

You can search for issues that are linked to a particular issue. See Advanced searching for more information.

Be aware that this functionality does not extend to issues on a remote JIRA server.

Editing multiple issues at the same time

At some point, you may need to change multiple issues at the same time.
You can do this by performing a bulk operation.
There are restrictions placed on some of the bulk operations. For example, if
you select multiple issues with different workflows, you can only transition
them in groups with the same workflow, and one group at a time. The
restrictions are explained further in the relevant sections.

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Documentation for JIRA Service Desk 3.1 85

On this page:
Before you
begin
Transition
multiple
issues
Delete
multiple
issues
Move
multiple
issues
Edit
multiple
issues
Watch /
stop
watching
multiple
issues

Before you begin

Required permissions - To perform a bulk operation, you'll need the appropriate project-specific
permission and the global Bulk Change permission. For example, you would need to have both the Move
Issue and Bulk Change permissions to perform the Bulk Move operation.
Disabling Mail Notification for Bulk Operations - You can disable mail notifications for a particular bulk
operation by deselecting the Send Notification checkbox in the bulk operation wizard. For this option to be
available, you must be an administrator or project administrator of all the projects associated with your
selected issues.
Using the bulk change wizard - The bulk change wizard will progress you through your bulk change. To
step back at any step of the operation, select the relevant step in the menu on the left-hand side. Selecting C
ancel will cancel the entire process.

Transition multiple issues

This bulk operation allows you to transition multiple issues through a workflow at the same time. You can
only perform one transition bulk operation at a time. You will also need to provide any values required to
complete the transition. For example, to close multiple issues, you will need to provide a value for the
Resolution field, such as Done, Fixed, or Won't Fix.
How to transition multiple issues
1. Perform a search with the required filters to produce a list of issues.
2. Select Tools > Bulk Change.
3. Select the issues you'd like to perform the bulk operation on, and select Next.
4. Select Transition Issues, and select Next.
5. Select the available workflow action. The actions available are dependent on the issues (and their
associated workflows) that you have selected. Select Next.
6. Select a value for any required fields for this transition, and if available, decide whether you'd like
to send email notifications. Select Next.
7. Review your bulk operation, and select Confirm when you are happy with the operation.

Delete multiple issues

This bulk operation allows you to delete multiple issues at the same time.
How to delete multiple issues
1. Perform a search with the required filters to produce a list of issues.
2. Select Tools > Bulk Change.
3. Select the issues you'd like to perform the bulk operation on, and select Next.
4. Select Delete Issues, and select Next.
5.

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Documentation for JIRA Service Desk 3.1 86

5. If available, decide whether you'd like to send email notifications. Select Next.
6. Review your bulk operation, and select Confirm when you are happy with the operation.

Move multiple issues

This bulk operation allows you to move multiple issues at the same time. The issues you're moving need to
be mapped to both a project and an issue type, and in doing this, you may need to also map the status and
fields of the issues. Subtasks need to be mapped, too.
How to move multiple issues
1. Perform a search with the required filters to produce a list of issues.
2. Select Tools > Bulk Change.
3. Select the issues you'd like to perform the bulk operation on, and select Next.
More information...
The bulk move operation can be performed on both standard issues and sub-task issues.
Standard issues can be moved to another project and issue type, whereas a sub-task can only
have its issue type changed. (Note that it is possible to convert a sub-task to an issue, and vice
versa.)
It is not possible to select both a sub-task and its parent to bulk move. This is so as to adhere
to the parent/sub-task relationship (i.e. the sub-task is always located in the same project as the
parent issue). Any sub-tasks of selected parent issues that were also selected will be
automatically discarded from the move.
For example, you have issue B being a sub-task of issue A and you try to bulk move both A and
B simultaneously. You will see a warning message (see below) and will be prompted to select a
target project and issue type for issue A. If you select a new project for A, you will be prompted
to move the sub-task to a new issue type based on issue A's new project. If you don't change
the project for issue A, the sub-task will not be required to be moved.
4. Select Move Issues, and select Next.
The bulk move operation may require additional information dependent on which issues you have
selected to move. This information is requested as follows:
a. Select Projects and/or Issue Types
More information...
The first step of the Bulk Move wizard is to choose which projects and issue types you
will move your issues to. The target project and issue type will determine whether extra
steps will be required to migrate statuses and fields.
Selected issues are grouped by their current project and issue type. You can either
select a new project and issue type for each one or choose to move all standard issues
to a single project and issue type.
Note: This does not apply to sub-tasks since they cannot be moved to a standard
issue type.
b. Select Projects and/or Issue Types for Sub-Tasks
More information...
If you are moving issues with sub-tasks to another project, you will also need to move
the sub-tasks to the new project. You can also elect to change the issue types of the
sub-tasks being moved if you need to.
c. Select status migration mappings for invalid statuses
More information...
As multiple workflows can be active simultaneously, some statuses associated with the
collection of selected issues may not be valid in the target workflow. In this case, you
should map invalid statuses to valid statuses in your new workflow.
d. Select values for required fields and fields with invalid values
More information...
In order to adhere to the field configuration scheme associated with the target project
and issue type, it may be necessary to update/populate required fields (e.g. fields that
are required in the target project, but may not have been in the original project).

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Documentation for JIRA Service Desk 3.1 87

For each field that needs to be populated, you will be prompted to supply a value. This
value will be applied to all issues that are being Bulk Moved together.
For the following fields, you can select from a list of possible values provided for you:
Component
Affects Version
Fix Version
Custom fields of type 'Version-Picker'
Note that versions which have been archived in the target project cannot be selected as
the target when performing a bulk move. If you need to move issues into an archived
version, you will need to first unarchive the version in the target project.
It is possible to retain original field values that are valid in the target destination by
checking the Retain checkbox associated with the field. For example, some issues may
already include a valid custom field value — these values can be retained, while issues
that require an update will adopt the value specified on the Field Update screen.
Checked: the original value is retained where possible¹. The field will not be
updated with the specified new value.
Unchecked: all fields will be updated with the specified new value.
Note that the 'Retain' checkbox is not available for the following fields, since an explicit
mapping is required:
Component
Affects Version
Fix Version
Custom fields of type 'Version-Picker'
2. Confirm changes to be made and complete the operation
More information...
When all move parameters — e.g. target project, status mappings and field updates — have
been specified for all issues, you will be presented with a confirmation screen displaying all
changes that will be made to the issues being moved. The following details are displayed as
applicable:
Issue Targets: the target project and issue type
Workflow: the target workflow and invalid status mappings
Updated Fields: new values for fields that require updating
Removed Fields: values to be removed in fields that are not valid in the target
The issues will only be moved once the Confirm button is clicked from the confirmation page. If
the operation is exited anytime before this step, no changes will be made to the issues.

Note that steps C and D above will occur once for each different target project and issue type
combination.

Edit multiple issues

This bulk operation allows you to edit multiple issues at the same time. The bulk edit operations available
depend on the issues selected and the nature of the field/s you want to change.
How to edit multiple issues
1. Perform a search with the required filters to produce a list of issues.
2. Select Tools > Bulk Change.
3. Select the issues you'd like to perform the bulk operation on, and select Next.
4. Select Edit Issues, and select Next.
5. Select the bulk edit operation from the list of available operations (expand more information for a
full list of available and unavailable operations, and their conditions).
More information...

Available Conditions
Operations

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Documentation for JIRA Service Desk 3.1 88

Change Selected issues belong to one project, and that project has version/s
Affects This field is not hidden in any field configurations the selected issues
Version/s belong to
Current user has 'edit issue' permission for all the selected issues

Change This field is not hidden in any field configurations the selected issues
Assign To belong to
Current user has 'assign issue' permission for all the selected issues

Change This field is not hidden in any field configurations the selected issues
Comment belong to
Current user has 'comment issue' permission for all the selected issues

Change Selected issues belong to one project, and that project has component/s
Component/s This field is not hidden in any field configurations the selected issues
belong to
Current user has 'edit issue' permission for all the selected issues

Change Due This field is not hidden in any field configurations the selected issues
Date belong to
Current user has 'edit issue' permission for all the selected issues
Current user has 'schedule issue' permission for all the selected issues

Change Fix Selected issues belong to one project, and that project has version/s
For Version/s This field is not hidden in any field configurations the selected issues
belong to
Current user has 'edit issue' permission for all the selected issues

Change Current user has 'edit issue' permission for all the selected issues
Issue Type

Change This field is not hidden in any field configurations the selected issues
Priority belong to
Current user has 'edit issue' permission for all the selected issues

Change This field is not hidden in any field configurations the selected issues
Reporter belong to
Current user has 'edit issue' permission for all the selected issues
Current user has 'modify reporter' permission for all the selected issues

Change This field is not hidden in any field configurations the selected issues
Security belong to
Level All the selected projects are assigned the same issue level security
scheme
Current user has 'edit issue' permission for all the selected issues
Current user has 'set issue security' permission for all the selected issues

Change The 'Change Custom Fields' operation is available only if:

Custom
Fields a global custom field exists OR
an issue type custom field exists and the issues are all of this specific
issue type OR
a project custom field exists and the issues are all of the same project

Edit a Closed Your workflow must allow editing of closed issues

Issue

Change You need to specify the sprint ID.

Sprint
This operation only affects active and future sprints, i.e.
closed/completed sprints are not included when bulk editing the Sprint
field.

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Documentation for JIRA Service Desk 3.1 89
Unavailable Operations

The fields listed in this section have no operations for bulk editing. This is because there is an
alternative method or it is not logical to perform bulk edit on them.
The following system fields are unavailable for bulk editing:
Attachments
Summary
Description
Environment
Project — Please use 'Bulk Move' to move issues between projects
Resolution — Please use 'Bulk Workflow Transitions' to modify the resolution of issues
Time Tracking fields — Original Estimate, Remaining Estimate, Time Spent
The following custom field types are unavailable for bulk editing:
Import Id
Read Only Text
6. Select a value for any required fields for this operation, and if available, decide whether you'd like
to send email notifications. Select Next.
7. Review your bulk operation, and select Confirm when you are happy with the operation.

Watch / stop watching multiple issues

These bulk operations allows you to start watching or stop watching multiple issues at the same time.
How to watch multiple issues
1. Perform a search with the required filters to produce a list of issues.
2. Select Tools > Bulk Change.
3. Select the issues you'd like to perform the bulk operation on, and select Next.
4. Select Watch Issues, and select Next.
5. Review your bulk operation, and select Confirm when you are happy with the operation.
How to stop watching multiple issues
1. Perform a search with the required filters to produce a list of issues.
2. Select Tools > Bulk Change.
3. Select the issues you'd like to perform the bulk operation on, and select Next.
4. Select Watch Issues, and select Next.
5. Review your bulk operation, and select Confirm when you are happy with the operation.

Scheduling an issue

You can schedule issue due dates in JIRA Service Desk to help your agents prioritize incoming customer
requests and find overdue issues that need urgent attention. The powerful scheduling feature allows you to
perform fixed and relative date searches based on specific due dates as well as arbitrary search periods. You
can also perform advanced searches using JIRA Query Language.

Scheduling an issue

To schedule an issue, populate its Due date field. This can be done either when creating an issue, or at a later
stage by editing the issue.

To enable Issue Scheduling, at least one group or project role must be given the Schedule Issues
permission by your JIRA administrator. Only users with the Schedule Issues permission can populate
the Due date field.

Searching by due date

You can use either basic search or advanced search to search for issues by their Due Date.

Using simple search

You can search for issues using the search form in Issue Navigator (see Searching for issues). There are two

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Documentation for JIRA Service Desk 3.1 90

ways to search for issues based on the Due date field. The first way is using fixed date values, the second is
using periods that are relative to the current date.

Fixed date searches

There are two text fields in the search form that allow searching based on the Due date field.
To search for all issues that are due after a certain date, enter the date in the Due After text field. For
example, to find all issues that are due after 1st June 2010, enter 1-6-2010 in the Due After field. You can
also use the Calendar popup to select a date by clicking the calendar icon to the right of the field.
To search for issues that are due before a certain date, enter the date in the Due Before text field. For
example, to find all issues that are due before 1st July 2010, enter 1-7-2010 in the Due Before field.
To search for issues that are due between two dates, populate both the Due After and the Due Before fields.

Relative period search

It is possible to perform a search that is relative to the time when it is run. For example, it is possible to do a
search for issues that are due seven days from now. To do this, enter 7d in the Due Date To text field of the
Issue Navigator. If the search is saved and run the next day, the issues that are due in seven days from the time
that the search is run will be retrieved. Thus, this search will find all issues that are due within a week every time
it is run.
The values that are entered in the Due Date From and Due Date To fields have to conform to a special syntax
(described below). However, it is also possible to use the Due Date popup by clicking the icon to the right of the
Due Date To text field to specify the search period.
Due Date Popup
Use the Due Date popup to do the following:
To search for issues that are overdue at the time of the search, select the first radio button, and click OK.
To search for issues that are overdue by more than a certain number of days, populate the text field in the
second row, and click OK.
To search for issues that are due in the next certain amount of days, and are not overdue at the time of
the search, populate the text field in the third row with the number of days, and choose and not from the
select box in the third row. Select the third radio button, and click OK.
To search for issues that are due in the next certain amount of days, and are overdue at the time of the
search, populate the text field in the third row with the number of days, and choose and from the select
box in the third row. Select the third radio button, and click OK.
The fourth row of the popup is used for arbitrary period searches. Use the to text field to specify the upper
bound of the search, and the from text field to specify the lower bound of the search. A blank text field
means no bound. Populating the text fields in the fourth row actually has the same effect as populating
the Due Date From and Due Date To text boxes. The syntax is described below.
Relative Period Search Syntax
The Due Date From and Due Date To fields use a special syntax to denote time period bounds. The syntax uses
numbers and abbreviations that follow the numbers to represent what the numbers actually mean. The
abbreviations are "w" for weeks, "d" for days, "h" for hours, and "m" for minutes. For example, to specify 10 days
in the future, use "10d" or "1w and 3d". To specify a period bound in the past, prefix the value with the "-" sign.
For example, to specify 2 days, 4 hours, and 3 minutes ago, use "-2d 4h 3m".

Using advanced search

You can also use JIRA Query Language (JQL) to search for issues by due date — see Advanced searching, and
particularly the documentation on the Due field.
Moving an issue

Sometimes, an issue may belong to a different project, and you may want to move this issue to another project.
You can easily do this by using the Move Issue wizard.

Before you begin:

You must have the Move Issues permission for the project that has the issue that you want to move.

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Documentation for JIRA Service Desk 3.1 91

You must have the Create Issues permission for the project that you wish to move your issue to.
If you do not have either of this permissions, please contact your JIRA administrator to have these added to your
user profile.

If you wish to move multiple issues between projects at the same time, please refer to the
documentation on bulk moving issues.

Moving an issue

The Move Issue wizard allows you to specify another project in your JIRA instance to move your selected issue
to. As there may be significant differences in the configuration of your original project and target project, the Mov
e Issue wizard allows you to change certain attributes of the issue. These include:
Issue Type — If your issue is a custom issue type that does not exist in your target project, you must
select a new issue type. You can also choose to arbitrarily change the issue type.
Issue Status — You may have set up custom issue statuses as part of a workflow. If you have assigned
a custom status to your issue, and it does not exist in your target project, you must select a new issue
status for your issue. You cannot arbitrarily change the issue status, i.e. the option to change the issue
status will only appear if you are required to change it.
Custom Fields — If you have defined required custom fields for your issue that do not exist in your
target project, you must set values for them. You will only be prompted to enter the values for required
custom fields in the target project that are missing values. If you wish to change the existing values for
other fields on your issue, you can do this after the move is complete.
To move an issue:
1. View the issue that you wish to move.
2. Select More > Move.
3. The first page of the Move Issue wizard is displayed. Complete the steps required.
4. The confirmation page will display with all of your changes. If you wish to revise any of your changes, you
can click the appropriate step in the left-hand menu to return to that page of the wizard. Once you are
happy with your changes, click Move to move the issue to the target project.
5. Your issue will be moved to the target project and displayed on screen. You can now edit the issue to
make further changes, if you wish.

Moving related issues

If your issue has sub-tasks, the 'Move Issue' wizard will also move the sub-tasks to the target project.
If you are moving an epic, the 'Move Issue' wizard will not move the issues in the epic. The epic and the
issues in the epic will still be linked to each other, but the issues in the epic will remain in the original
project. You will need to move them separately.

Troubleshooting

Restricted comments appear to be removed after moving the issue. See this article: Restricted comments
disappear after moving an issue to a new project.
Customizing the issues in a project

Issues are the packets of work that need to be completed in a project. These issues are made up of issue fields,
and the issue fields contain data about the issue. This data is important, as it helps define the issue, and can
contain important information about the issue, such as a summary, a description, due dates, and when and
where the work is required. JIRA Service Desk allows you to customize the configuration and behavior of issues
to better suit the needs of your customers and agents. You may choose to:
Change a field's behavior (such as change a field's description, make a field hidden or visible, or make a
field required or optional)
Add your own values for fields that have default values assigned (e.g. Resolution and Status)
Create new 'custom' fields
Configure different renderers for (some) fields
Position fields on a screen
Choose which screen should be displayed for each issue operation (e.g. 'Create Issue', 'Edit Issue')
or workflow transition (e.g. Resolve Issue, Close Issue)

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Documentation for JIRA Service Desk 3.1 92

A simple example of how customizing an issue could benefit your team could be marking fields as 'Required'
when an issue is created. This would ensure you always capture the required information you need to get the
work done to resolve the issue. If you couple this with positioning the required fields at the top of the screen, and
even hiding fields you know the issue creator won't use, you'll make sure your users can see and complete the
required fields as quickly as possible.

You can make this... ...into this!

To customize your issues, you need to be a JIRA administrator. You can review more conceptual information on
customizing issues in the JIRA administrator's documentation.
Logging work on issues
In JIRA Service Desk, you use Service Level Agreements (SLAs) configured On this page:
by your administrator to help you track how well you're meeting customer
expectations (e.g. responding to a request within 4 hours). You can use the Before you
Time Tracking feature in addition to SLAs to generate a workload report begin
when you're working on a customer request with other agents, or when you Setting a
need to track time spent fixing a problem that affects multiple customer time
requests. estimate
for an
issue
Logging
work on an
issue
Editing a
work log
entry
Deleting a
work log
entry
Customize
d JIRA
installation
s

Here's how time tracking appears on an issue:

The Estimated field displays the amount of time originally anticipated
to resolve the issue
The Remaining field displays the amount of time currently anticipated
to resolve the issue
The Logged field displays the amount of time logged working on the
issue so far
Choosing to include sub-tasks displays the aggregated time of an

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Documentation for JIRA Service Desk 3.1 93

issue and all its sub-tasks

When you log time for the first time, the time spent is subtracted from
the original estimate, and the resulting value is automatically presented in
the remaining estimate. When subsequent work is logged, any time spent is
subtracted from the remaining estimate.

Before you begin

Make sure your JIRA administrator has enabled the Time Tracking feature.
Make sure you have the Work on Issues, Delete Work Logs, and Edit Work Logs project permissions.

Note that anyone with the Browse Project permission can view time tracking information on an
issue.

Setting a time estimate for an issue

Teams can set a time estimate for an issue in order to calculate how long it will take to solve the issue.
1. Open the issue and select Edit.
2. Scroll down the Edit issue window to fill in the following time tracking fields:

Field Description

Original Amount of time you believe is required to solve the issue. If you want to change
Estimate original estimate values once they have logged work time, ask your JIRA
administrator to disable legacy mode on time tracking.

Remaining Amount of time you believe is required to solve the issue in its current state.
Estimate

If the JIRA time tracking feature is in legacy mode, you will only see the original estimate field if work
has not been logged. Once work time has been logged, you will only see the remaining estimate field.

Tips:
You can specify additional time units after a time value 'X', such as Xw, Xd, Xh, or Xm,
to represent weeks (w), days (d), hours (h), and minutes (m), respectively. If you type a
number without specifying a time unit (e.g. if you type '2' instead of '2h'), the default
time unit that your JIRA administrator specified will apply.
Default conversion rates are 1w = 5d and 1d = 8h.

3. Select Update.
When work is first logged against the issue, the Time Spent is subtracted from the Original Estimate, and
the resulting value is automatically presented in the Remaining Estimate. When subsequent work is logged,
any Time Spent is subtracted from the Remaining Estimate.
Additionally, once work has been logged on an issue, various reports based on the time tracking information
become available.

Logging work on an issue

Once you have started to work on a specific issue, you can log your work by following these steps:
1. Select the issue you want to log time on.
2. Go to More > Log Work.
3. Fill in the following Log Work fields, and select Log:

Log Work Description

field

Time The amount of time spent on the issue. This is the aggregate amount of time that has
spent been logged against this issue.

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Documentation for JIRA Service Desk 3.1 94

Date Date and time when you started this unit of work.
started

Remaining Amount of time anticipated to resolve the issue after completing this unit of work. You
estimated can adjust this value using the following options:
Adjust Automatically - Adjust the remaining estimate value by subtracting the
amount of work logged in the Time Spent field from the remaining estimate current
value.
Leave Estimate unset - This option is displayed only if no time estimate has been
specified on the issue. You can use this option when you want to keep track of
work, but you don't necessarily have a time estimate for an issue.
Use Existing Estimate of - Select this option if you do not want to change the
issue remaining estimate value.
Set to - You can adjust the remaining estimate value to the amount of time you
specify in this field.
Reduce by - Select this option to manually adjust the remaining estimate value by
subtracting the amount of time you specify in this field.

Work Type a description related to the achieved work.

description
Comments are copied to the Workflow Description by default, but your JIRA
administrator can change this option in the 'Copy Comment to Workflow Descriptions'
settings. If this setting is disabled:
The work log entry may be visible to anyone. If this is a concern, you need to edit
this work log entry after creating it to modify its visibility.
You have to manually copy comments to a workflow description once you have
logged work.

You can also log work while resolving or closing an issue by closing it and editing the log work fields.
Select the padlock icon to set the work logged to be viewable only by members of a particular project role or
group.

Editing a work log entry

You can can edit your own work log entries if you have been granted the Edit Own Work Logs permission. Yo
u can also edit other people's work log entries if you have been granted the Edit All Work Logs permission.

Deleting a work log entry

You can delete your own work log entries if you have been granted the Delete Own Work Logs permission
You can also delete other people's work log entries if you have been granted the Delete All Work Logs permi
ssion.
1. Go to the desired issue, and open the Work Log tab.
2. Hover over the work log entry to display the actions for the entry on the right side.
3. Select the entry you want to delete, and click the trash can icon. You will be prompted to choose how
the Remaining Estimate is affected by deleting the work log:

Option field Description

Auto adjust Choose this option to automatically add the time spent value to the
current remaining estimate value.

Leave existing estimate Select this option if you do not want to change the issue remaining
estimate value.

Set estimated time Choose this option to manually set the issue's remaining estimate value
remaining to the specified amount.

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Documentation for JIRA Service Desk 3.1 95

Increase estimated time Select this option to increase the estimated remaining.
remaining

4. Click Delete.

Customized JIRA installations

JIRA applications can be customized by your JIRA administrator by adding the Log Work and Time Tracking
fields to the customized screens. This way, you can log work and specify time estimates on the same JIRA
screen when performing any JIRA operation, such as editing, creating an issue, or transitioning an issue to
another status.
If you want to work and/or specify time estimates on the same JIRA screen:
1. Navigate to the issue and view its details.
2. Perform the customized JIRA operation that allows you to log work and specify time estimates on the
same JIRA screen. For example, assuming that your JIRA administrator has added the Time
Tracking fields to the Resolve Issue Screen, and assuming this screen also retains the default Log
Work fields, select Workflow > Resolve Issue at the top of the issue.

If your JIRA administrator has configured the Log Work fields as optional, then you can
choose whether or not to log work by checking the Log Work checkbox.
If your JIRA administrator has made logging work mandatory, you will not see the Log Work
checkbox, and will instead need to log work when transitioning an issue.

Searching for issues

Can't find the customer issue you've been working on? This page will show On this page:
you how to search for issues in JIRA Service Desk. Any agent can search
for issues, although they will only see results from projects they have access 1. Define
to. your
search
You'll find a step-by-step guide below that will show you how to run a search criteria
and use the search results. If you want more details on anything described 2. Change
on this page, see the related topics at the bottom of the page. your view
of the
search
results
3. Working
with the
search
results
4. Save
your
search
Next steps

1. Define your search criteria

The first step in searching for issues is to define the criteria for your new search. You can define your search
criteria in three different ways: using the quick search, using the basic search, or using the advanced search.

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Documentation for JIRA Service Desk 3.1 96

Quick The quick search is the fastest way to define search criteria. However, it is less precise than other search m
search complex queries (e.g. project = JIRA AND status = Open AND priority = High). It is most use
your search criteria is not complex, for example, you know the project key and some key words for an issue.
To use the quick search: Enter your search criteria in the search box in the header and press Enter.
Tip: If you know the issue key or project key, enter it before other search terms, e.g. "JRA help link is broken

Basic The basic search is more precise than the quick search, but easier to use than the advanced search. It prov
search user-friendly interface that lets you define complex queries, without needing to know how to use JQL (advan
searching).
To use the basic search: Navigate to Issues (in header) > Search for issues, then enter your search crite
Tip: If the advanced search is shown instead of the basic search, click Basic next to the

icon.

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Documentation for JIRA Service Desk 3.1 97

Advanced The advanced search is the most powerful of the three search methods. You can specify criteria that cannot
search in the other searches (e.g. ORDER BY clause). However, you need to know how to construct structured quer
the JIRA Query Language (JQL) to use this feature.
To use the advanced search: Navigate to Issues (in header) > Search for issues, then enter your search
Tip: If the basic search is shown instead of the advanced search, click Advanced next to the

icon.

2. Change your view of the search results

You have crafted the perfect search criteria and run the search. Your search results will be displayed in the
issue navigator. The issue navigator allows you to change how the search results are displayed. For
example, you may want to bring high priority issues to the top or hide certain fields.
Change the sort order: Click the column name.
Show/hide columns: Click Columns and choose the desired columns.

3. Working with the search results

You've got the search results displaying the way that you want. Now you can work with the actual issues in
the search results. The issue navigator lets you action individual issues, as well as the entire set of issues
returned by your search.
Individual issues:

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Documentation for JIRA Service Desk 3.1 98

View the issue: Click the issue key or name.

Action individual issues: Click the cog icon next to the issue row and select an option.
All issues in the search results:
Export the search results to different formats, like Excel and XML: Click Export and select the
desired format.
Share the search results: Click Share, then enter the recipient's details.
Create an RSS feed: Click Export > RSS (Issues) or RSS (Comments).
Bulk modify issues in search results: Click Tools and select all <n> issue(s) under Bulk Change.

4. Save your search

If you frequently run the same search, you can save the search criteria as a filter. This saves you from having
to manually redefine the search criteria every time. JIRA applications also include a number of predefined
system filters for common queries, such as 'My Open Issues', 'Reported by Me', 'Recently Viewed', and 'All
Issues'.
To save your search as a filter: On the search results page, click Save as and enter a name for the filter.
Your new filter will be shown in the left panel with your other favorite filters, filters shared with you, and the
system filters. To run a filter, just click it.

Next steps

Read the following related topics:

Quick searching
Basic searching
Advanced searching
Saving your search as a filter
Working with search results

Basic searching
The basic search provides a user-friendly interface that lets you define On this page:
complex queries, without needing to know how to use JQL (advanced Basic
searching). searching
Running a
If you don't have complex search criteria, you may want to use quick
saved
search instead.
search
If you are comfortable with the JIRA Query Language (JQL), you may
Troublesho
want to use advanced search instead. This search is more powerful
oting
than than the basic search.
Next steps
Screenshot: Basic search

Basic searching

1. Choose Issues > Search for issues.

If there are existing search criteria, click the New filter button to reset the search criteria.
If the advanced search is shown instead of the basic search, click Basic (next to the

icon).
Why can't I switch between basic and advanced search?

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Documentation for JIRA Service Desk 3.1 99

In general, a query created using basic search will be able to be translated to advanced
search, and back again. However, a query created using advanced search may not be able
to be translated to basic search, particularly if:
the query contains an OR operator (note you can have an IN operator and it will be
translated, e.g. project in (A, B))
i.e. even though this query: (project = JRA OR project = CONF) is
equivalent to this query: (project in (JRA, CONF)), only the second
query will be translated.
the query contains a NOT operator
the query contains an EMPTY operator
the query contains any of the comparison operators: !=, IS, IS NOT, >, >=, <, <=
the query specifies a field and value that is related to a project (e.g. version,
component, custom fields) and the project is not explicitly included in the query (e.g.
fixVersion = "4.0", without the AND project=JRA). This is especially tricky
with custom fields since they can be configured on a Project/Issue Type basis. The
general rule of thumb is that if the query cannot be created in the basic search form,
then it will not be able to be translated from advanced search to basic search.
2. Enter the criteria for the search. You can search against specific fields and/or search for specific text.
If you are searching against a field and can't find the field you want, or the field is displaying
greyed out text, see the Troubleshooting section below.
If you are searching for text, you can use special characters and modifiers in your search text,
such as wildcards and logical operators. See Performing Text Searches.
3. The search results will automatically update in the issue navigator, unless your administrator has
disabled automatic updates of search results. If so, you will need to click the Update button on the
field drop-down after every change.

Running a saved search

Saved searches (also known as filters) are shown in the left panel, when
using basic search. If the left panel is not showing, hover your mouse over
the left side of the screen to display it.
To run a filter, e.g. My Open Issues, simply click it. The search criteria for
the basic search will be set, and the search results will be displayed.
Note, clicking the Recently Viewed filter will switch you to the advanced
search, as the basic search cannot represent the ORDER BY clause in this
filter.

Troubleshooting
Why can't I find the field I want to choose?
Some fields are only valid for a particular project/issue type context. For these fields, you must select the
applicable project/issue type. Otherwise, the field is not available for selection.
Why are the field criteria displaying in grey text?
Some fields are only valid for a particular project/issue type context. If you choose a field in your search,
then remove all projects/issue types that reference the field, then the field is invalid. The invalid field does
not apply to your search and displays in grey text.
Why is there a red exclamation mark in my field?
Some field values are only valid for a particular project/issue type context. For example, you may have
configured a project to use a status In QA Review in its workflow. If you select this project and status in
your search, then change the search to filter for a project that doesn't use In QA Review, the status will be
invalid and ignored in the search.

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Documentation for JIRA Service Desk 3.1 100

Why don't my search results automatically update?

Your search results will always update automatically whenever any fields are changed, provided that your
administrator has not disabled automatic updates of search results. Ask your administrator whether they
have disabled automatic updates of search results.

Next steps

Read the following related topics:

Searching for issues
Advanced searching
Saving your search as a filter
Working with search results — find out how to use the issue navigator, export your search results, bulk
modify issues, and share your search results.

Quick searching
Sometimes, you just want to be able to get to the particular issue that you On this page:
are interested in. Other times, you can't remember what the issue was, but Quick
you remember that it was an open issue, assigned to you. Quick search can searching
help you in these scenarios. Understan
ding quick
Quick searching
searching
Searching
The Quick Search box is located at the top right of your screen. To use it, issues
just starting typing what you are looking for. from your
browser's
search box
Next steps

Understanding quick searching

Read the following topics to learn how to get the most out of quick searching:
Jumping to an issue | Smart querying | Free-text searching

Jumping to an issue

If you type in the key of an issue, you will jump straight to that issue. For example, if you type in 'ABC-107'
(or 'abc-107'), and press the Enter button, you will be redirected to the issue 'ABC-107'.
In many cases, you do not even need to type in the full key, but just the numerical part. If you are currently
working on the 'ABC' project, and you type in '123', you will be redirected to 'ABC-123'.

Smart querying

Quick search also enables you to perform 'smart' searches with minimal typing. For example, to find all the
open bugs in the 'TEST' project, you could simply type 'test open bugs' and quick search would locate them
all for you.
Your search results will be displayed in the Issue Navigator, where you can view them in a variety of useful
formats (Excel, XML, etc).
The search terms that quick search recognizes are:

Search Term Description Examples

my Find issues assigned to me. my open bugs

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Documentation for JIRA Service Desk 3.1 101

r: Find issues reported by you, another user or with no r:me — finds issues
reporter, using the prefix r: followed by a specific reported by you.
reporter term, such as me, a username or none. r:samuel — finds issues
reported by the user whose
Note that there can be no spaces between "r:" and the username is "samuel".
specific reporter term. r:none — finds issues with
no reporter.

<project Find issues in a particular project. test project

name> TST
or tst
<project
key>

overdue Find issues that were due before today. overdue

created: Find issues with a particular Created, Updated, or Due created:today

updated: Date using the prefixes created:, updated:, or due:, created:yesterday
due: respectively. For the date range, you can use today, to updated:-1w — finds
morrow, yesterday, a single date range (e.g. '-1w'), or issues updated in the last
two date ranges (e.g. '-1w,1w'). Note that date ranges week.
cannot have spaces in them. Valid date/time due:1w — finds issues due
abbreviations are: 'w' (week), 'd' (day), 'h' (hour), 'm' in the next week.
(minute). due:-1d,1w — finds issues
due from yesterday to next
week.
created:-1w,-30m —
finds issues created from one
week ago, to 30 minutes ago.

created:-1d
updated:-4h — finds
issues created in the last
day, updated in the last 4
hours.

<priority> Find issues with a particular Priority. blocker

major
trivial

<issue Find issues with a particular Issue Type. Note that you bug
type> can also use plurals. task
bugs
tasks

<resolution> Find issues with a particular Resolution. fixed

duplicate
cannot reproduce

c: Find issues with a particular Component(s). You can c:security — finds issues
search across multiple components. with a component whose
name contains the word
Note that there can be no spaces between "c:" and the "security".
component name.

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Documentation for JIRA Service Desk 3.1 102

v: Find issues with a particular Affects Version(s). To find v:3.0 — finds issues that
all issues belonging to a 'major' version, use the wildcar match the following versions
d symbol '*'. (for example):

Note that there can be no spaces between "v:" and the

version name. 3.0
3.0 eap
3.0 beta

...but will not match

against the following
versions (for example):
3.0.1
3.0.0.4

That is, it will match

against any version that
contains the string you
specify followed
immediately by a space,
but not against versions
that do not contain a
space immediately after
the string you specify.

ff: Find issues with a particular Fix For Version(s). Same

usage as v: (above).

* Wildcard symbol '*'. Can be used with v: and ff:. v:3.2* — finds any issue
whose version number is (for
example):
3.2
3.2-beta
3.2.1
3.2.x

In Mozilla-based browsers, try creating a bookmark with URL http://<your-JIRA-site>/secur

e/QuickSearch.jspa?searchString=%s (substituting <your-JIRA-site> with your JIRA inst
ance's URL) and keyword (such as 'j'). Now, typing 'j my open bugs' in the browser URL bar will
search your JIRA instance for your open bugs. Or simply type your search term in the Quick Search
box, then right-click on the Quick Search box (with your search term shown) and select "Add a
Keyword for this search...".

Free-text searching

You can search for any word within the issue(s) you are looking for, provided the word is in one of the
following fields:
Summary
Description
Comments
You can combine free-text and keywords together, e.g. "my closed test tasks". You can also you
wildcards, e.g. ''win*8".

For more information on free-text searching, see Search syntax for text fields.

Searching issues from your browser's search box

If you are using Firefox or Internet Explorer 8 (or later), you can add your JIRA instance as a search
engine/provider via the drop-down menu next to the browser's search box. Once you add your JIRA instance

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Documentation for JIRA Service Desk 3.1 103

as a search engine/provider in your browser, you can use it at any time to conduct a Quick Search for issues
in that JIRA instance.

OpenSearch
JIRA supports this browser search feature as part of the autodiscovery part of the OpenSearch stand
ard, by supplying an OpenSearch description document. This is an XML file that describes the web
interface provided by JIRA's search function. Any client applications that support OpenSearch will be
able to add JIRA to their list of search engines.

Next steps

Read the following related topics:

Searching for issues

Advanced searching
The advanced search allows you to build structured queries using the JIRA On this page:
Query Language (JQL) to search for issues. You can specify criteria that Advanced
cannot be defined in the quick or basic searches (e.g. ORDER BY clause). searching
Understan
If you don't have complex search criteria, you may want to use quick ding
search instead. advanced
If you are not comfortable with the JIRA Query Language (JQL), you searching
may want to use basic search instead. Reference
Note, JQL is not a database query language, even though it uses SQL-like Running a
syntax. saved
search
Screenshot: Advanced search Next steps

Advanced searching

1. Navigate to Issues (in header) > Search for issues.

If there are existing search criteria, click the New filter button to reset the search criteria.
If the basic search is shown instead of the advanced search, click Advanced (next to the

icon).
Why can't I switch between basic and advanced search?
In general, a query created using basic search will be able to be translated to advanced
search, and back again. However, a query created using advanced search may not be able
to be translated to basic search, particularly if:
the query contains an OR operator (note you can have an IN operator and it will be
translated, e.g. project in (A, B))
i.e. even though this query: (project = JRA OR project = CONF) is
equivalent to this query: (project in (JRA, CONF)), only the second
query will be translated.
the query contains a NOT operator
the query contains an EMPTY operator
the query contains any of the comparison operators: !=, IS, IS NOT, >, >=, <, <=
the query specifies a field and value that is related to a project (e.g. version,
component, custom fields) and the project is not explicitly included in the query (e.g.
fixVersion = "4.0", without the AND project=JRA). This is especially tricky

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Documentation for JIRA Service Desk 3.1 104

with custom fields since they can be configured on a Project/Issue Type basis. The
general rule of thumb is that if the query cannot be created in the basic search form,
then it will not be able to be translated from advanced search to basic search.
2. Enter your JQL query. As you type, JIRA will offer a list of "auto-complete" suggestions based on the
context of your query. Note, auto-complete suggestions only include the first 15 matches, displayed
alphabetically, so you may need to enter more text if you can't find a match.
Why aren't the auto-complete suggestions being shown?
Your administrator may have disabled the "JQL Auto-complete" feature for your JIRA
instance.
Auto-complete suggestions are not offered for function parameters.
Auto-complete suggestions are not offered for all fields. Check the fields reference to see
which fields support auto-complete.
3. Press Enter or click

to run your query. Your search results will display in the issue navigator.

Understanding advanced searching

Read the following topics to learn how to get the most out of advanced searching:
Constructing JQL queries | Setting the precedence of operators | Restricted words and characters | Perf
orming text searches

Constructing JQL queries

A simple query in JQL (also known as a 'clause') consists of a field, followed by an operator, followed by one
or more values or functions. For example:

project = "TEST"

This query will find all issues in the "TEST" project. It uses the "project" field, the EQUALS operator, and the
value "TEST".

A more complex query might look like this:

project = "TEST" AND assignee = currentuser()

This query will find all issues in the "TEST" project where the assignee is the currently logged in user. It uses
the "project" field, the EQUALS operator, the value "TEST",the "AND" keyword and the "currentuser()"
function.
For more information on fields, operators, keywords and functions, see the Reference section below.

Setting the precedence of operators

You can use parentheses in complex JQL statements to enforce the precedence of operators.
For example, if you want to find all resolved issues in the 'SysAdmin' project, as well as all issues (any status,
any project) currently assigned to the system administrator (bobsmith), you can use parentheses to enforce
the precedence of the boolean operators in your query, i.e.

(status=resolved AND project=SysAdmin) OR assignee=bobsmith

Note that if you do not use parentheses, the statement will be evaluated left-to-right.
You can also use parentheses to group clauses, so that you can apply the NOT operator to the group.

Restricted words and characters

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Documentation for JIRA Service Desk 3.1 105
Reserved characters

JQL has a list of reserved characters:

space (" ") + . , ; ? | * / % ^ $ # @ [ ]

If you wish to use these characters in queries, you need to:

surround them with quote-marks (you can use either single quote-marks (') or double quote-marks (")
);
and, if you are searching a text field and the character is on the list of reserved characters for text
searches,
precede them with two backslashes.
For example:
version = "[example]"
summary ~ "\\[example\\]"

Reserved words

JQL also has a list of reserved words. These words need to be surrounded by quote-marks (single or double)
if you wish to use them in queries.
Show me...
"abort", "access", "add", "after", "alias", "all", "alter", "and", "any", "as", "asc", "audit", "avg", "before",
"begin", "between", "boolean", "break", "by", "byte", "catch", "cf", "char", "character", "check", "checkpoint",
"collate", "collation", "column", "commit", "connect", "continue", "count", "create", "current", "date",
"decimal", "declare", "decrement", "default", "defaults", "define", "delete", "delimiter", "desc", "difference",
"distinct", "divide", "do", "double", "drop", "else", "empty", "encoding", "end", "equals", "escape",
"exclusive", "exec", "execute", "exists", "explain", "false", "fetch", "file", "field", "first", "float", "for", "from",
"function", "go", "goto", "grant", "greater", "group", "having", "identified", "if", "immediate", "in", "increment",
"index", "initial", "inner", "inout", "input", "insert", "int", "integer", "intersect", "intersection", "into", "is",
"isempty", "isnull", "join", "last", "left", "less", "like", "limit", "lock", "long", "max", "min", "minus", "mode",
"modify", "modulo", "more", "multiply", "next", "noaudit", "not", "notin", "nowait", "null", "number", "object",
"of", "on", "option", "or", "order", "outer", "output", "power", "previous", "prior", "privileges", "public", "raise",
"raw", "remainder", "rename", "resource", "return", "returns", "revoke", "right", "row", "rowid", "rownum",
"rows", "select", "session", "set", "share", "size", "sqrt", "start", "strict", "string", "subtract", "sum",
"synonym", "table", "then", "to", "trans", "transaction", "trigger", "true", "uid", "union", "unique", "update",
"user", "validate", "values", "view", "when", "whenever", "where", "while", "with"
Note for JIRA administrators: this list is hard coded in the JqlStringSupportImpl.java file.

Performing text searches

You can use Lucene's text-searching features when performing searches on the following fields, using
the CONTAINS operator:
Summary, Description, Environment, Comments, custom fields that use the "Free Text Searcher" (i.e. custom
fields of the following built-in custom field types: Free Text Field, Text Field, Read-only Text Field).
For more information, see Search syntax for text fields.

Reference

Description Reference

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Documentation for JIRA Service Desk 3.1 106

Fields A field in JQL is a word that represents a Fields reference page

JIRA field (or a custom field that has already Show list of fields
been defined in JIRA). Affected version
Assignee
Attachments
Category
Comment
Component
Created
Creator
Custom field
Customer Request Type
Description
Due
Environment
Epic link
Filter
Fix version
Issue key
Labels
Last viewed
Level
Original estimate
Parent
Priority
Project
Remaining estimate
Reporter
Resolution
Resolved
Sprint
Status
Summary
Text
Time spent
Type
Updated
Voter
Votes
Watcher
Watchers
Work ratio

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Documentation for JIRA Service Desk 3.1 107

Operators An operator in JQL is one or more symbols Operators reference page

or words that compare the value of a field on Show list of operators
its left with one or more values (or functions) EQUALS: =
on its right, such that only true results are NOT EQUALS: !=
retrieved by the clause. Some operators may GREATER THAN: >
use the NOT keyword. GREATER THAN EQUALS: >=
LESS THAN: <
LESS THAN EQUALS: <=
IN
NOT IN
CONTAINS: ~
DOES NOT CONTAIN: !~
IS
IS NOT
WAS
WAS IN
WAS NOT IN
WAS NOT
CHANGED

Keywords A keyword in JQL is a word or phrase that Keywords reference page

does (or is) any of the following: Show list of keywords
AND
joins two or more clauses together to
form a complex JQL query
OR
alters the logic of one or more clauses NOT
alters the logic of operators EMPTY
has an explicit definition in a JQL query NULL
performs a specific function that alters ORDER BY
the results of a JQL query.

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Documentation for JIRA Service Desk 3.1 108

Functions A function in JQL appears as a word followed Functions reference page

by parentheses, which may contain one or Show list of functions
more explicit values or JIRA fields. cascadeOption()
A function performs a calculation on either
closedSprints()
specific JIRA data or the function's content in componentsLeadByUser()
parentheses, such that only true results are currentLogin()
retrieved by the function, and then again by currentUser()
the clause in which the function is used. earliestUnreleasedVersion()
endOfDay()
endOfMonth()
endOfWeek()
endOfYear()
issueHistory()
issuesWithRemoteLinksByGlobalId()
lastLogin()
latestReleasedVersion()
linkedIssues()
membersOf()
now()
openSprints()
projectsLeadByUser()
projectsWhereUserHasPermission()
projectsWhereUserHasRole()
releasedVersions()
standardIssueTypes()
startOfDay()
startOfMonth()
startOfWeek()
startOfYear()
subtaskIssueTypes()
unreleasedVersions()
votedIssues()
watchedIssues()

Running a saved search

Saved searches (also known as Saving your search as a filter) are shown in
the left panel, when using advanced search. If the left panel is not showing,
hover your mouse over the left side of the screen to display it.
To run a filter, e.g. My Open Issues, simply click it. The JQL for the
advanced search will be set, and the search results will be displayed.

Next steps

Read the following related topics:

Searching for issues

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Documentation for JIRA Service Desk 3.1 109

Basic searching
Search syntax for text fields
JQL: The most flexible way to search JIRA (on the Atlassian blog)
Saving your search as a filter
Working with search results— find out how to use the issue navigator, export your search results, bulk
modify issues, and share your search results.

Advanced searching - fields reference

This page describes information about fields that are used for advanced List of Fields:
searching.A field in JQL is a word that represents a JIRA field (or a custom Affected version
field that has already been defined in your JIRA applications). In a clause, a Assignee
field is followed by an operator, which in turn is followed by one or more Attachments
values (or functions). The operator compares the value of the field with one Category
or more values or functions on the right, such that only true results are Comment
retrieved by the clause.Note, it is not possible to compare two fields in JQL. Component
Created
Affected version Creator
Custom field
Search for issues that are assigned to a particular affects version(s). You Customer Request
can search by version name or version ID (i.e. the number that JIRA Type
automatically allocates to a version).Note, it is better to search by version ID Description
than by version name. Different projects may have versions with the same Due
name. It is also possible for your JIRA administrator to change the name of Environment
a version, which could break any saved filters that rely on that name. Epic link
Version IDs, however, are unique and cannot be changed. Filter
Fix version
Syntax affectedVersion Issue key
Labels
Field Type VERSION Last viewed
Level
Auto-complete Yes Original estimate
Parent
Supported operators = , != , > , >= , < , <= Priority
IS, IS NOT, IN, NOT IN Not Project
e that the comparison operators Remaining estimate
(e.g. ">") use the version order that Reporter
has been set up by your project Resolution
administrator, not a numeric or Resolved
alphabetic order. Sprint
Status
Unsupported operators ~ , !~ Summary
WAS, WAS IN, WAS NOT, WAS Text
NOT IN, CHANGED Time spent
Type
Supported functions When used with the IN and NOT IN Updated
operators, this field supports: Voter
Votes
releasedVersions() Watcher
latestReleasedVersion() Watchers
unreleasedVersions() Work ratio
earliestUnreleasedVersion()

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Documentation for JIRA Service Desk 3.1 110

Examples Find issues with an

AffectedVersion of 3.14:
affectedVersion =
"3.14"
Note that full-stops are reserved chara
cters and need to be surrounded by
quote-marks.
Find issues with an
AffectedVersion of "Big Ted":
affectedVersion = "Big
Ted"
Find issues with an
AffectedVersion ID of 10350:
affectedVersion = 10350

^ top of page

Assignee

Search for issues that are assigned to a particular user. You can search by the user's full name, ID, or email
address.

Syntax assignee

Field Type USER

Auto-complete Yes

Supported = , !=
operators IS, IS NOT, IN, NOT IN, WAS, WAS IN, WAS NOT, WAS NOT IN, CHANGED

Note that the comparison operators (e.g. ">") use the version order that has been set up
by your project administrator, not a numeric or alphabetic order.

Unsupported ~ , !~ , > , >= , < , <=

operators

Supported When used with the IN and NOT IN operators, this field supports:
functions
membersOf()
When used with the EQUALS and NOT EQUALS operators, this field supports:
currentUser()

Examples Find issues that are assigned to John Smith:

assignee = "John Smith"
or
assignee = jsmith
Find issues that are currently assigned, or were previously assigned, to John Smith:
assignee WAS "John Smith"
or
assignee WAS jsmith
Find issues that are assigned by the user with email address
"bob@mycompany.com":
assignee = "bob@mycompany.com"

Note that full-stops and "@" symbols are reserved characters and need to be surrounded by
quote-marks.

^ top of page

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Documentation for JIRA Service Desk 3.1 111

Attachments

Search for issues that have or do not have attachments.

Syntax attachments

Field Type ATTACHMENT

Auto-complete Yes

Supported IS, IS NOT

operators

Unsupported =, != , ~ , !~ , > , >= , < , <= IN, NOT IN, WAS, WAS IN, WAS
operators NOT, WAS NOT IN, CHANGED

Supported None
functions

Examples Search for issues that have attachments:

attachments IS NOT EMPTY
Search for issues that do not have attachments:
attachments IS EMPTY

^ top of page

Category

Search for issues that belong to projects in a particular category.

Syntax category

Field Type CATEGORY

Auto-complete Yes

Supported operators =, !=
IS, IS NOT, IN, NOT IN

Unsupported ~ , !~ , > , >= , < , <= WAS, WAS IN, WAS NOT, WAS NOT IN,
operators CHANGED

Supported functions None

Examples Find issues that belong to projects in the "Alphabet Projects" Category:
category = "Alphabet Projects"

^ top of page

Comment

Search for issues that have a comment that contains particular text. JIRA text-search syntax can be used.

Syntax comment

Field Type TEXT

Auto-complete No

Supported ~ , !~
operators

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Documentation for JIRA Service Desk 3.1 112

Unsupported = , != , > , >= , < , <=

operators IS, IS NOT, IN, NOT IN, WAS, WAS IN, WAS NOT, WAS NOT IN,
CHANGED

Supported None
functions

Examples Find issues where a comment contains text that matches "My PC is quite old"
(i.e. a "fuzzy" match:
comment ~ "My PC is quite old"
Find issues where a comment contains the exact phrase "My PC is quite old":
comment ~ "\"My PC is quite old\""

^ top of page

Component

Search for issues that belong to a particular component(s) of a project. You can search by component name
or component ID (i.e. the number that JIRA automatically allocates to a component).
Note, it is safer to search by component ID than by component name. Different projects may have
components with the same name, so searching by component name may return issues from multiple
projects. It is also possible for your JIRA administrator to change the name of a component, which could
break any saved filters that rely on that name. Component IDs, however, are unique and cannot be changed.

Syntax component

Field Type COMPONENT

Auto-complete Yes

Supported operators = , !=
IS , IS NOT , IN , NOT IN

Unsupported operators ~ , !~ , > , >= , < , <=

WAS, WAS IN, WAS NOT, WAS NOT IN, CHANGED

Supported functions When used with the IN and NOT IN operators, component supports:
componentsLeadByUser()

Examples Find issues in the "Comp1" or "Comp2" component:

component in (Comp1, Comp2)
Find issues in the "Comp1" and"Comp2" components:
component in (Comp1) and component in (Comp2)
or
component = Comp1 and component = Comp2
Find issues in the component with ID 20500:
component = 20500

^ top of page

Created

Search for issues that were created on, before, or after a particular date (or date range). Note that if a
time-component is not specified, midnight will be assumed. Please note that the search results will be relative
to your configured time zone (which is by default the JIRA server's time zone).
Use one of the following formats:
"yyyy/MM/dd HH:mm"
"yyyy-MM-dd HH:mm"

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Documentation for JIRA Service Desk 3.1 113

"yyyy/MM/dd"
"yyyy-MM-dd"

Or use "w" (weeks), "d" (days), "h" (hours) or "m" (minutes) to specify a date relative to the current time.
The default is "m" (minutes). Be sure to use quote-marks ("); if you omit the quote-marks, the number you
supply will be interpreted as milliseconds after epoch (1970-1-1).

Syntax created

Alias createdDate

Field Type DATE

Auto-complete No

Supported = , != , > , >= , < , <=

operators IS , IS NOT , IN , NOT IN

Unsupported ~ , !~
operators WAS, WAS IN, WAS NOT, WAS NOT IN, CHANGED

Supported When used with the EQUALS, NOT EQUALS, GREATER THAN, GREATER THAN
functions EQUALS, LESS THAN or LESS THAN EQUALS operators, this field supports:
currentLogin()
lastLogin()
now()
startOfDay()
startOfWeek()
startOfMonth()
startOfYear()
endOfDay()
endOfWeek()
endOfMonth()
endOfYear()

Examples Find all issues created before 12th December 2010:

created < "2010/12/12"
Find all issues created on or before 12th December 2010:
created <= "2010/12/13"
Find all issues created on 12th December 2010 before 2:00pm:
created > "2010/12/12" and created < "2010/12/12 14:00"
Find issues created less than one day ago:
created > "-1d"
Find issues created in January 2011:
created > "2011/01/01" and created < "2011/02/01"
Find issues created on 15 January 2011:
created > "2011/01/15" and created < "2011/01/16"

^ top of page

Creator

Search for issues that were created by a particular user. You can search by the user's full name, ID, or email
address.

Syntax creator

Field Type USER

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Documentation for JIRA Service Desk 3.1 114

Auto-complete Yes

Supported = , !=
operators IS , IS NOT , IN , NOT IN, WAS, WAS IN, WAS NOT, WAS NOT IN

Unsupported ~ , !~ , > , >= , < , <=

operators CHANGED

Supported When used with the IN and NOT IN operators, this field supports:
functions
membersOf()
When used with the EQUALS and NOT EQUALS operators, this field supports:
currentUser()

Examples Search for issues that were created by Jill Jones:

creator = "Jill Jones"
or
creator = "jjones"
Search for issues that were created by the user with email address
"bob@mycompany.com":
creator = "bob@mycompany.com"
(Note that full-stops and "@" symbols are reserved characters, so the email
address needs to be surrounded by quote-marks.)

^ top of page

Custom field

Only applicable if your JIRA administrator has created one or more custom fields.
Search for issues where a particular custom field has a particular value. You can search by custom
field name or custom field ID (i.e. the number that JIRA automatically allocates to an custom field).
Note, it is safer to search by custom field ID than by custom field name. It is possible for a custom field to
have the same name as a built-in JIRA system field; in which case, JIRA will search for the system field (not
your custom field). It is also possible for your JIRA administrator to change the name of a custom field, which
could break any saved filters that rely on that name. Custom field IDs, however, are unique and cannot be
changed.

Syntax CustomFieldName

Alias cf[CustomFieldID]

Field Type Depends on the custom field's configuration

Note, JIRA text-search syntax can be used with custom fields of type 'Text'.

Auto-complete Yes, for custom fields of type picker, group picker, select, checkbox and radio
button fields

Supported Different types of custom field support different operators.

operators

Supported = , != , > , >= , < . <=

operators: IS , IS NOT , IN , NOT IN
number and date
fields

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Documentation for JIRA Service Desk 3.1 115

Unsupported ~ , !~
operators: WAS, WAS IN, WAS NOT, WAS NOT IN, CHANGED
number and date
fields

Supported = , !=
operators: IS , IS NOT , IN , NOT IN
picker, select,
checkbox
and radio button
fields

Unsupported ~ , !~ , > , >= , < . <=

operators: WAS, WAS IN, WAS NOT, WAS NOT IN, CHANGED
picker, select,
checkbox
and radio button
fields

Supported ~ , !~
operators: IS , IS NOT
text fields

Unsupported = , != , > , >= , < . <=

operators: IN , NOT IN , WAS, WAS IN, WAS NOT, WAS NOT IN, CHANGED
text fields

Unsupported ~ , !~ , > , >= , < , <=

operators WAS, WAS IN, WAS NOT, WAS NOT IN, CHANGED

Supported Different types of custom fields support different functions.

functions

Supported When used with the EQUALS, NOT EQUALS, GREATER THAN, GREATER
functions: THAN EQUALS,
date/time fields LESS THAN or LESS THAN EQUALS operators, this field supports:
currentLogin()
lastLogin()
now()
startOfDay()
startOfWeek()
startOfMonth()
startOfYear()
endOfDay()
endOfWeek()
endOfMonth()
endOfYear()

Supported Version picker fields: When used with the IN and NOT IN operators, this field
functions: supports:
version picker
fields releasedVersions()
latestReleasedVersion()
unreleasedVersions()
earliestUnreleasedVersion()

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Documentation for JIRA Service Desk 3.1 116

Examples Find issues where the value of the "Location" custom field is "New York":
location = "New York"
Find issues where the value of the custom field with ID 10003 is "New York":
cf[10003] = "New York"
Find issues where the value of the "Location" custom field is "London" or
"Milan" or "Paris":
cf[10003] in ("London", "Milan", "Paris")
Find issues where the "Location" custom field has no value:
location != empty

^ top of page

Customer Request Type

Only applicable if JIRA Service Desk is installed and licensed.

Search for Issues matching a specific Customer Request Type in a service desk project. You can search for
a Customer Request Type either by name or description as configured in the Request Type configuration
screen.

Syntax "Customer Request Type"

Field Type Custom field

Auto-complete Yes

Supported = , !=
operators
IN , NOT IN

Unsupported ~ , !~ , > , >= , < , <=

operators IS , IS NOT, WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

Note that the Lucene value for Customer Request Type, is portal-key/requ
est-type-key. While the portal key cannot be changed after a service desk
portal is created, the project key can be changed. The Request Type key cannot
be changed once the Request Type is created.

Supported None
functions

Examples Find issues where Customer Request Type is Request a new account in projects
that the user has access to:
"Customer Request Type" = "Request a new account"
Find issues where the Customer Request Type is Request a new account in Simpl
eDesk project, where the right operand is a selected Lucene value from the
auto-complete suggestion list.
"Customer Request Type" = "sd/system-access"
Find issues where Customer Request Type is either Request a new account or Get
IT Help.
"Customer Request Type" IN ("Request a new account", "Get IT
Help")

^ top of page

Description

Search for issues where the description contains particular text. JIRA text-search syntax can be used.

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Syntax description

Field Type TEXT

Auto-complete No

Supported ~ , !~
operators IS , IS NOT

Unsupported = , != , > , >= , < , <=

operators IN , NOT IN, WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

Supported None
functions

Examples Find issues where the description contains text that matches "Please see
screenshot" (i.e. a "fuzzy" match):
description ~ "Please see screenshot"
Find issues where the description contains the exact phrase "Please see
screenshot":
description ~ "\"Please see screenshot\""

^ top of page

Due

Search for issues that were due on, before, or after a particular date (or date range). Note that the due date
relates to the date only (not to the time).
Use one of the following formats:
"yyyy/MM/dd"
"yyyy-MM-dd"

Or use "w" (weeks) or "d" (days) to specify a date relative to the current date. Be sure to use quote-marks (
").

Syntax due

Alias dueDate

Field Type DATE

Auto-complete No

Supported = , != , > , >= , < , <=

operators IS , IS NOT , IN , NOT IN

Unsupported ~ , !~
operators WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

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Supported When used with the EQUALS, NOT EQUALS, GREATER THAN, GREATER
functions THAN EQUALS,
LESS THAN or LESS THAN EQUALS operators, this field supports:
currentLogin()
lastLogin()
now()
startOfDay()
startOfWeek()
startOfMonth()
startOfYear()
endOfDay()
endOfWeek()
endOfMonth()
endOfYear()

Examples Find all issues due before 31st December 2010:

due < "2010/12/31"
Find all issues due on or before 31st December 2010:
due <= "2011/01/01"
Find all issues due tomorrow:
due = "1d"
Find all issues due in January 2011:
due >= "2011/01/01" and due <= "2011/01/31"
Find all issues due on 15 January 2011:
due = "2011/01/15"

^ top of page

Environment

Search for issues where the environment contains particular text. JIRA text-search syntax can be used.

Syntax environment

Field Type TEXT

Auto-complete No

Supported ~ , !~
operators IS , IS NOT

Unsupported = , != , > , >= , < , <=

operators IN , NOT IN, WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

Supported None
functions

Examples Find issues where the environment contains text that matches "Third floor" (i.e.
a "fuzzy" match):
environment ~ "Third floor"
Find issues where the environment contains the exact phrase "Third floor":
environment ~ "\"Third floor\""

^ top of page

Epic link

Search for issues that belong to a particular epic. The search is based on either the epic's name, issue key,
or issue ID (i.e. the number that JIRA automatically allocates to an issue).

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Syntax "epic link"

Field Type Epic Link Relationship

Auto-complete No

Supported operators = , !=
IS , IS NOT, IN , NOT IN

Unsupported ~ , !~ , > , >= , < , <=

operators WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

Supported functions When used with the IN or NOT IN operators, epic link supports:

issueHistory()
linkedIssues()
votedIssues()
watchedIssues()

Examples Find issues that belong to epic "Jupiter", where "Jupiter has the issue key
ANERDS-31:
"epic link" = ANERDS-31
or
"epic link" = Jupiter

^ top of page

Filter

You can use a saved filter to narrow your search. You can search by filter name or filter ID (i.e. the number
that JIRA automatically allocates to a saved filter).
Note:
It is safer to search by filter ID than by filter name. It is possible for a filter name to be changed, which
could break a saved filter that invokes another filter by name. Filter IDs, however, are unique and
cannot be changed.
An unnamed link statement in your typed query will override an ORDER BY statement in the saved
filter.
You cannot run or save a filter that would cause an infinite loop (i.e. you cannot reference a saved
filter if it eventually references your current filter).

Syntax filter

Aliases request , savedFilter , searchRequest

Field Type Filter

Auto-complete Yes

Supported = , !=
operators IN , NOT IN

Unsupported ~ , !~ , > , >= , < , <=

operators IS , IS NOT, WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

Supported None
functions

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Examples Search the results of the filter "My Saved Filter" (which has an ID of 12000) for
issues assigned to the user jsmith:
filter = "My Saved Filter" and assignee = jsmith
or
filter = 12000 and assignee = jsmith

^ top of page

Fix version

Search for issues that are assigned to a particular fix version. You can search by version name or version ID
(i.e. the number that JIRA automatically allocates to a version).
Note, it is safer to search by version ID than by version name. Different projects may have versions with the
same name, so searching by version name may return issues from multiple projects. It is also possible for
your JIRA administrator to change the name of a version, which could break any saved filters that rely on that
name. Version IDs, however, are unique and cannot be changed.

Syntax fixVersion

Field Type VERSION

Auto-complete Yes

Supported = , != , > , >= , < , <=

operators IS , IS NOT, IN , NOT IN, WAS, WAS IN, WAS NOT, WAS NOT IN ,
CHANGED

Note that the comparison operators (e.g. ">") use the version order that has
been set up by your project administrator, not a numeric or alphabetic order.

Unsupported ~ , !~
operators

Supported When used with the IN and NOT IN operators, this field supports:
functions
releasedVersions()
latestReleasedVersion()
unreleasedVersions()
earliestUnreleasedVersion()

Examples Find issues with a Fix Version of 3.14 or 4.2:

fixVersion in ("3.14", "4.2")
(Note that full-stops are reserved characters, so they need to be
surrounded by quote-marks.)
Find issues with a Fix Version of "Little Ted":
fixVersion = "Little Ted"
Find issues with a Fix Version ID of 10001:
fixVersion = 10001

^ top of page

Issue key

Search for issues with a particular issue key or issue ID (i.e. the number that JIRA automatically allocates to
an issue).

Syntax issueKey

Aliases id , issue , key

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Field Type ISSUE

Auto-complete No

Supported operators = , != , > , >= , < , <=

IS , IS NOT, IN , NOT IN

Unsupported operators ~ , !~
WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

Supported functions When used with the IN or NOT IN operators, issueKey supports:

issueHistory()
linkedIssues()
votedIssues()
watchedIssues()

Examples Find the issue with key "ABC-123":

issueKey = ABC-123

^ top of page

Labels

Search for issues tagged with a label or list of labels. You can also search for issues without any labels to
easily identify which issues need to be tagged so they show up in the relevant sprints, queues or reports.

Syntax labels

Field Type LABEL

Auto-complete Yes

Supported = , !=, IS, IS NOT, IN, NOT IN

operators
We recommend using IS or IS NOT to search for a single label, and IN or NOT IN to
search for a list of labels.

Unsupported ~ , !~ , , > , >= , < , <=

operators WAS, WAS IN, WAS NOT, WAS NOT IN, CHANGED

Supported None
functions

Examples Find issues with an existing label:

labels = "x"
Find issues without a specified label, including issues without a label:
labels not in ("x") or labels is EMPTY

Last viewed

Search for issues that were last viewed on, before, or after a particular date (or date range). Note that if a
time-component is not specified, midnight will be assumed. Please note that the search results will be relative
to your configured time zone (which is by default the JIRA server's time zone).
Use one of the following formats:
"yyyy/MM/dd HH:mm"
"yyyy-MM-dd HH:mm"
"yyyy/MM/dd"
"yyyy-MM-dd"

Or use "w" (weeks), "d" (days), "h" (hours) or "m" (minutes) to specify a date relative to the current time.

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The default is "m" (minutes). Be sure to use quote-marks ("); if you omit the quote-marks, the number you
supply will be interpreted as milliseconds after epoch (1970-1-1).

Syntax lastViewed

Field Type DATE

Auto-complete No

Supported = , != , > , >= , < , <=

operators IS , IS NOT, IN , NOT IN

Unsupported ~ , !~
operators WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

Supported When used with the EQUALS, NOT EQUALS, GREATER THAN, GREATER THAN
functions EQUALS, LESS THAN or LESS THAN EQUALS operators, this field supports:
currentLogin()
lastLogin()
now()
startOfDay()
startOfWeek()
startOfMonth()
startOfYear()
endOfDay()
endOfWeek()
endOfMonth()
endOfYear()

Examples Find all issues last viewed before 12th December 2010:
lastViewed < "2010/12/12"
Find all issues last viewed on or before 12th December 2010:
lastViewed <= "2010/12/13"
Find all issues last viewed on 12th December 2010 before 2:00pm:
lastViewed > "2010/12/12" and created < "2010/12/12 14:00"
Find issues last viewed less than one day ago:
lastViewed > "-1d"
Find issues last viewed in January 2011:
lastViewed > "2011/01/01" and created < "2011/02/01"
Find issues last viewed on 15 January 2011:
lastViewed > "2011/01/15" and created < "2011/01/16"

^ top of page

Level

Only available if issue level security has been enabled by your JIRA administrator.
Search for issues with a particular security level. You can search by issue level security name or issue level
security ID (i.e. the number that JIRA automatically allocates to an issue level security).
Note, it is safer to search by security level ID than by security level name. It is possible for your JIRA
administrator to change the name of a security level, which could break any saved filter that rely on that
name. Security level IDs, however, are unique and cannot be changed.

Syntax level

Field Type SECURITY LEVEL

Auto-complete Yes

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Supported operators = , !=
IS , IS NOT, IN , NOT IN

Unsupported operators > , >= , < , <= , ~ , !~

WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

Supported functions None

Examples Search for issues with a security level of "Really High" or "level1":
level in ("Really High", level1)
Search for issues with a security level ID of 123:
level = 123

^ top of page

Original estimate

Only available if time-tracking has been enabled by your JIRA administrator.

Search for issues where the original estimate is set to a particular value (i.e. a number, not a date or date
range). Use "w", "d", "h" and "m" to specify weeks, days, hours, or minutes.

Syntax originalEstimate

Alias timeOriginalEstimate

Field Type DURATION

Auto-complete No

Supported operators = , != , > , >= , < , <=

IS , IS NOT, IN , NOT IN

Unsupported operators ~ , !~
WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

Supported functions None

Examples Find issues with an original estimate of 1 hour:

originalEstimate = 1h
Find issues with an original estimate of more than 2 days:
originalEstimate > 2d

^ top of page

Parent

Only available if sub-tasks have been enabled by your JIRA administrator.

Search for all sub-tasks of a particular issue. You can search by issue key or by issue ID (i.e. the number that
JIRA automatically allocates to an Issue).

Syntax parent

Field Type ISSUE

Auto-complete No

Supported operators = , !=
IN , NOT IN

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Unsupported operators > , >= , < , <= , ~ , !~

IS , IS NOT, WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

Supported functions None

Examples Find issues that are sub-tasks of issue TEST-1234:

parent = TEST-1234

^ top of page

Priority

Search for issues with a particular priority. You can search by priority name or priority ID (i.e. the number that
JIRA automatically allocates to a priority).
Note, it is safer to search by priority ID than by priority name. It is possible for your JIRA administrator to
change the name of a priority, which could break any saved filter that rely on that name. Priority IDs,
however, are unique and cannot be changed.

Syntax priority

Field Type PRIORITY

Auto-complete Yes

Supported = , != , > , >= , < , <=

operators IS , IS NOT, IN , NOT IN , WAS, WAS IN, WAS NOT, WAS NOT IN
, CHANGED

Unsupported ~ , !~
operators

Supported None
functions

Examples Find issues with a priority of "High":

priority = High
Find issues with a priority ID of 10000:
priority = 10000

^ top of page

Project

Search for issues that belong to a particular project. You can search by project name, by project key or by
project ID (i.e. the number that JIRA automatically allocates to a project). In the rare case where there is a
project whose project key is the same as another project's name, then the project key takes preference and
hides results from the second project.

Syntax project

Field Type PROJECT

Auto-complete Yes

Supported operators = , !=
IS , IS NOT, IN , NOT IN

Unsupported operators > , >= , < , <= , ~ , !~

WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

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Supported functions When used with the IN and NOT IN operators, project supports:

projectsLeadByUser()
projectsWhereUserHasPermission()
projectsWhereUserHasRole()

Examples Find issues that belong to the Project that has the name "ABC Project":
project = "ABC Project"
Find issues that belong to the project that has the key "ABC":
project = "ABC"
Find issues that belong to the project that has the ID "1234":
project = 1234

^ top of page

Remaining estimate

Only available if time-tracking has been enabled by your JIRA administrator.

Search for issues where the remaining estimate is set to a particular value (i.e. a number, not a date or date
range). Use "w", "d", "h" and "m" to specify weeks, days, hours, or minutes.

Syntax remainingEstimate

Alias timeEstimate

Field Type DURATION

Auto-complete No

Supported operators = , != , > , >= , < , <=

IS , IS NOT, IN , NOT IN

Unsupported operators ~ , !~
WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

Supported functions None

Examples Find issues with a remaining estimate of more than 4 hours:

remainingEstimate > 4h

^ top of page

Reporter

Search for issues that were reported by a particular user. This may be the same as the creator, but can be
distinct. You can search by the user's full name, ID, or email address.

Syntax reporter

Field Type USER

Auto-complete Yes

Supported = , !=
operators IS , IS NOT, IN , NOT IN , WAS, WAS IN, WAS NOT, WAS NOT IN ,
CHANGED

Unsupported ~ , !~ , > , >= , < , <=

operators

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Supported When used with the IN and NOT IN operators, this field supports:
functions
membersOf()
When used with the EQUALS and NOT EQUALS operators, this field supports:
currentUser()

Examples Search for issues that were reported by Jill Jones:

reporter = "Jill Jones"
or
reporter = jjones
Search for issues that were reported by the user with email address "bob@myco
mpany.com":
reporter = "bob@mycompany.com"
(Note that full-stops and "@" symbols are reserved characters, so the email address needs to be
surrounded by quote-marks.)

^ top of page

Resolution

Search for issues that have a particular resolution. You can search by resolution name or resolution ID (i.e.
the number that JIRA automatically allocates to a resolution).
Note, it is safer to search by resolution ID than by resolution name. It is possible for your JIRA administrator
to change the name of a resolution, which could break any saved filter that rely on that name. Resolution IDs,
however, are unique and cannot be changed.

Syntax resolution

Field Type RESOLUTION

Auto-complete Yes

Supported = , != , > , >= , < , <=

operators IS , IS NOT, IN , NOT IN , WAS, WAS IN, WAS NOT, WAS NOT IN
, CHANGED

Unsupported ~ , !~
operators

Supported None
functions

Examples Find issues with a resolution of "Cannot Reproduce" or "Won't Fix":

resolution in ("Cannot Reproduce", "Won't Fix")
Find issues with a resolution ID of 5:
resolution = 5
Find issues that do not have a resolution:
resolution = unresolved

^ top of page

Resolved

Search for issues that were resolved on, before, or after a particular date (or date range). Note that if a
time-component is not specified, midnight will be assumed. Please note that the search results will be relative
to your configured time zone (which is by default the JIRA server's time zone).
Use one of the following formats:
"yyyy/MM/dd HH:mm"

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"yyyy-MM-dd HH:mm"
"yyyy/MM/dd"
"yyyy-MM-dd"

Or use "w" (weeks), "d" (days), "h" (hours) or "m" (minutes) to specify a date relative to the current time.
The default is "m" (minutes). Be sure to use quote-marks ("); if you omit the quote-marks, the number you
supply will be interpreted as milliseconds after epoch (1970-1-1).

Syntax resolved

Alias resolutionDate

Field Type DATE

Auto-complete No

Supported = , != , > , >= , < , <=

operators IS , IS NOT, IN , NOT IN

Unsupported ~ , !~
operators WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

Supported When used with the EQUALS, NOT EQUALS, GREATER THAN, GREATER THAN
functions EQUALS, LESS THAN or LESS THAN EQUALS operators, this field supports:
currentLogin()
lastLogin()
now()
startOfDay()
startOfWeek()
startOfMonth()
startOfYear()
endOfDay()
endOfWeek()
endOfMonth()
endOfYear()

Examples Find all issues that were resolved before 31st December 2010:
resolved <= "2010/12/31"
Find all issues that were resolved before 2.00pm on 31st December 2010:
resolved < "2010/12/31 14:00"
Find all issues that were resolved on or before 31st December 2010:
resolved <= "2011/01/01"
Find issues that were resolved in January 2011:
resolved > "2011/01/01" and resolved < "2011/02/01"
Find issues that were resolved on 15 January 2011:
resolved > "2011/01/15" and resolved < "2011/01/16"
Find issues that were resolved in the last hour:
resolved > -1h

^ top of page

Sprint

Search for issues that are assigned to a particular sprint. This works for active sprints and future sprints. The
search is based on either the sprint name or the sprint ID (i.e. the number that JIRA automatically allocates to
a sprint).
If you have multiple sprints with similar (or identical) names, you can simply search by using the sprint name
— or even just part of it. The possible matches will be shown in the autocomplete drop-down, with the sprint
dates shown to help you distinguish between them. (The sprint ID will also be shown, in brackets).

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Syntax sprint

Field Type NUMBER

Auto-complete Yes

Supported operators = , !=
IS , IS NOT, IN , NOT IN

Unsupported ~ , !~ , > , >= , < , <=

operators WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

Supported functions openSprints()

closedSprints()

Examples Find issues that belong to sprint 999:

sprint = 999
Find issues that belong to sprint "February 1":
sprint = "February 1"
Find issues that belong to either "February 1", "February 2" or "February 3":
sprint in ("February 1","February 2","February 3")
Find issues that are assigned to a sprint:
sprint is not empty

^ top of page

Status

Search for issues that have a particular status. You can search by status name or status ID (i.e. the number
that JIRA automatically allocates to a status).
Note:
It is safer to search by status ID than status name. It is possible for your JIRA administrator to change
the name of a status, which could break any saved filter that rely on that name. Status IDs, however,
are unique and cannot be changed.
The WAS, WAS NOT, WAS IN and WAS NOT IN operators can only be used with the name, not the
ID.

Syntax status

Field Type STATUS

Auto-complete Yes

Supported = , !=
operators IS , IS NOT, IN , NOT IN , WAS, WAS IN, WAS NOT, WAS NOT IN
, CHANGED

Unsupported ~ , !~ , > , >= , < , <=

operators

Supported None
functions

Examples Find issues with a status of "Open":

status = Open
Find issues with a status ID of 1:
status = 1
Find issues that currently have, or previously had, a status of "Open":
status WAS Open

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^ top of page

Summary

Search for issues where the summary contains particular text. JIRA text-search syntax can be used.

Syntax summary

Field Type TEXT

Auto-complete No

Supported ~ , !~
operators IS , IS NOT

Unsupported = , != , > , >= , < , <=

operators IN , NOT IN , WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

Supported None
functions

Examples Find issues where the summary contains text that matches "Error saving file"
(i.e. a "fuzzy" match):
summary ~ "Error saving file"
Find issues where the summary contains the exact phrase "Error saving file":
summary ~ "\"Error saving file\""

^ top of page

Text

This is a "master-field" that allows you to search all text fields, i.e.:
Summary
Description
Environment
Comments
custom fields that use the "free text searcher"; this includes custom fields of the following built-in
custom field types:
Free text field (unlimited text)
Text field (< 255 characters)
Read-only text field
Notes:
The text master-field can only be used with the CONTAINS operator ("~" and "!~").
JIRA text-search syntax can be used with these fields.

Syntax text

Field Type TEXT

Auto-complete No

Supported ~
operators

Unsupported = , != , !~ , > , >= , < , <=

operators IS , IS NOT , IN , NOT IN , WAS, WAS IN, WAS NOT, WAS NOT IN
, CHANGED

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Supported None
functions

Examples Find issues where a text field matches the word "Fred":
text ~ "Fred"
or
text ~ Fred
Find all issues where a text field contains the exact phrase "full screen":
text ~ "\"full screen\""

^ top of page

Time spent

Only available if time-tracking has been enabled by your JIRA administrator.

Search for issues where the time spent is set to a particular value (i.e. a number, not a date or date
range). Use "w", "d", "h" and "m" to specify weeks, days, hours, or minutes.

Syntax timeSpent

Field Type DURATION

Auto-complete No

Supported operators = , != , > , >= , < , <=

IS , IS NOT , IN , NOT IN

Unsupported operators ~ , !~
WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

Supported functions None

Examples Find issues where the time spent is more than 5 days:
timeSpent > 5d

^ top of page

Type

Search for issues that have a particular issue type. You can search by issue type name or issue type ID (i.e.
the number that JIRA automatically allocates to an issue type).
Note, it is safer to search by type ID than type name. It is possible for your JIRA administrator to change the
name of a type, which could break any saved filter that rely on that name. Type IDs, however, are unique and
cannot be changed.

Syntax type

Alias issueType

Field Type ISSUE_TYPE

Auto-complete Yes

Supported operators = , !=
IS , IS NOT , IN , NOT IN

Unsupported operators ~ , !~ , > , >= , < , <=

WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

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Supported functions None

Examples Find issues with an issue type of "Bug":

type = Bug
Find issues with an issue typeof "Bug" or "Improvement":
issueType in (Bug,Improvement)
Find issues with an issue type ID of 2:
issueType = 2

^ top of page

Updated

Search for issues that were last updated on, before, or after a particular date (or date range). Note that if a
time-component is not specified, midnight will be assumed. Please note that the search results will be relative
to your configured time zone (which is by default the JIRA server's time zone).
Use one of the following formats:
"yyyy/MM/dd HH:mm"
"yyyy-MM-dd HH:mm"
"yyyy/MM/dd"
"yyyy-MM-dd"

Or use "w" (weeks), "d" (days), "h" (hours) or "m" (minutes) to specify a date relative to the current time.
The default is "m" (minutes). Be sure to use quote-marks ("); if you omit the quote-marks, the number you
supply will be interpreted as milliseconds after epoch (1970-1-1).

Syntax updated

Alias updatedDate

Field Type DATE

Auto-complete No

Supported = , != , > , >= , < , <=

operators IS , IS NOT , IN , NOT IN

Unsupported ~ , !~
operators WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

Supported When used with the EQUALS, NOT EQUALS, GREATER THAN, GREATER
functions THAN EQUALS,
LESS THAN or LESS THAN EQUALS operators, this field supports:
currentLogin()
lastLogin()
now()
startOfDay()
startOfWeek()
startOfMonth()
startOfYear()
endOfDay()
endOfWeek()
endOfMonth()
endOfYear()

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Examples Find issues that were last updated before 12th December 2010:
updated < "2010/12/12"
Find issues that were last updated on or before 12th December 2010:
updated < "2010/12/13"
Find all issues that were last updated before 2.00pm on 31st December 2010:
updated < "2010/12/31 14:00"
Find issues that were last updated more than two weeks ago:
updated < "-2w"
Find issues that were last updated on 15 January 2011:
updated > "2011/01/15" and updated < "2011/01/16"
Find issues that were last updated in January 2011:
updated > "20011/01/01" and updated < "2011/02/01"

^ top of page

Voter

Search for issues for which a particular user has voted. You can search by the user's full name, ID, or email
address. Note that you can only find issues for which you have the "View Voters and Watchers" permission,
unless you are searching for your own votes. See also votedIssues.

Syntax voter

Field Type USER

Auto-complete Yes

Supported operators = , !=
IS , IS NOT , IN , NOT IN

Unsupported ~ , !~ , > , >= , < , <=

operators WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

Supported functions When used with the IN and NOT IN operators, this field supports:
membersOf()
When used with the EQUALS and NOT EQUALS operators, this field supports:
currentUser()

Examples Search for issues that you have voted for:

voter = currentUser()
Search for issues that the user "jsmith" has voted for:
voter = "jsmith"
Search for issues for which a member of the group "jira-administrators" has
voted:
voter in membersOf("jira-administrators")

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Votes

Search for issues with a specified number of votes.

Syntax votes

Field Type NUMBER

Auto-complete No

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Supported operators = , != , > , >= , < , <=

IN , NOT IN

Unsupported operators ~ , !~
IS , IS NOT , WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

Supported functions None

Examples Find all issues that have 12 or more votes:

votes >= 12

^ top of page

Watcher

Search for issues that a particular user is watching. You can search by the user's full name, ID, or email
address. Note that you can only find issues for which you have the "View Voters and Watchers" permission,
unless you are searching for issues where you are the watcher. See also watchedIssues.

Syntax watcher

Field Type USER

Auto-complete Yes

Supported = , !=
operators IS , IS NOT , IN , NOT IN

Unsupported ~ , !~ , > , >= , < , <=

operators WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

Supported functions When used with the IN and NOT IN operators, this field supports:
membersOf()
When used with the EQUALS and NOT EQUALS operators, this field supports:
currentUser()

Examples Search for issues that you are watching:

watcher = currentUser()
Search for issues that the user "jsmith" is watching:
watcher = "jsmith"
Search for issues that are being watched by a member of the group
"jira-administrators":
watcher in membersOf("jira-administrators")

^ top of page

Watchers

Search for issues with a specified number of watchers.

Syntax watchers

Field Type NUMBER

Auto-complete No

Supported operators = , != , > , >= , < , <=

IN , NOT IN

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Unsupported ~ , !~
operators IS , IS NOT , WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

Supported functions When used with the IN and NOT IN operators, this field supports:
membersOf()
When used with the EQUALS and NOT EQUALS operators, this field
supports:
currentUser()

Examples Find all issues that are being watched by more than 3 people:
watchers > 3

^ top of page

Work ratio

Only available if time-tracking has been enabled by your JIRA administrator.

Search for issues where the work ratio has a particular value. Work ratio is calculated as follows: workRatio
= timeSpent / originalEstimate) x 100

Syntax workRatio

Field Type NUMBER

Auto-complete No

Supported operators = , != , > , >= , < , <=

IS , IS NOT , IN , NOT IN

Unsupported ~ , !~
operators WAS, WAS IN, WAS NOT, WAS NOT IN , CHANGED

Supported functions None

Examples Find issues on which more than 75% of the original estimate has been
spent:
workRatio > 75

^ top of page

Advanced searching - keywords reference

This page describes information about keywords that are used for advanced List of Keywords:
searching. See Advanced searching. AND
OR
A keyword in JQL is a word or phrase that does (or is) any of the following: NOT
joins two or more clauses together to form a complex JQL query EMPTY
alters the logic of one or more clauses NULL
alters the logic of operators ORDER BY
has an explicit definition in a JQL query
performs a specific function that alters the results of a JQL query
AND

Used to combine multiple clauses, allowing you to refine your search.

Note that you can use parentheses to control the order in which clauses are executed.
Examples
Find all open issues in the "New office" project:

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project = "New office" and status = "open"

Find all open, urgent issues that are assigned to jsmith:

status = open and priority = urgent and assignee = jsmith

Find all issues in a particular project that are not assigned to jsmith:

project = JRA and assignee != jsmith

Find all issues for a specific release which consists of different version numbers across several
projects:

project in (JRA,CONF) and fixVersion = "3.14"

Find all issues where neither the Reporter nor the Assignee is Jack, Jill or John:

reporter not in (Jack,Jill,John) and assignee not in (Jack,Jill,John)

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OR

Used to combine multiple clauses, allowing you to expand your search.

Note that you can use parentheses to control the order in which clauses are executed.
(Note: also see IN, which can be a more convenient way to search for multiple values of a field.)
Examples
Find all issues that were created by either jsmith or jbrown:

reporter = jsmith or reporter = jbrown

Find all issues that are overdue or where no due date is set:

duedate < now() or duedate is empty

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NOT

Used to negate individual clauses or a complex JQL query (a query made up of more than one clause) using
parentheses, allowing you to refine your search.
(Note: also see NOT EQUALS ("!="), DOES NOT CONTAIN ("!~"), NOT IN and IS NOT.)
Examples
Find all issues that are assigned to any user except jsmith:

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not assignee = jsmith

Find all issues that were not created by either jsmith or jbrown:

not (reporter = jsmith or reporter = jbrown)

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EMPTY

Used to search for issues where a given field does not have a value. See also NULL.
Note that EMPTY can only be used with fields that support the IS and IS NOT operators. To see a field's
supported operators, check the individual field reference.
Examples
Find all issues without a DueDate:

duedate = empty

or

duedate is empty

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NULL

Used to search for issues where a given field does not have a value. See also EMPTY.
Note that NULL can only be used with fields that support the IS and IS NOT operators. To see a field's
supported operators, check the individual field reference.
Examples
Find all issues without a DueDate:

duedate = null

or

duedate is null

^ top of page

ORDER BY

Used to specify the fields by whose values the search results will be sorted.
By default, the field's own sorting order will be used. You can override this by specifying ascending order ("as
c") or descending order ("desc").
Examples
Find all issues without a DueDate, sorted by CreationDate:

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duedate = empty order by created

Find all issues without a DueDate, sorted by CreationDate, then by Priority (highest to lowest):

duedate = empty order by created, priority desc

Find all issues without a DueDate, sorted by CreationDate, then by Priority (lowest to highest):

duedate = empty order by created, priority asc

Ordering by Components or Versions will list the returned issues first by Project, and only then by
the field's natural order (see JRA-31113).

^ top of page

Advanced searching - operators reference

This page describes information about operators that are used for advanced List of Operators:
searching. EQUALS: =
NOT EQUALS: !=
An operator in JQL is one or more symbols or words, which compares the GREATER THAN: >
value of a field on its left with one or more values (or functions) on its right, GREATER THAN
such that only true results are retrieved by the clause. Some operators may EQUALS: >=
use the NOT keyword. LESS THAN: <
LESS THAN
EQUALS: =
EQUALS: <=
The "=" operator is used to search for issues where the value of the IN
specified field exactly matches the specified value. (Note: cannot be used NOT IN
with text fields; see the CONTAINS operator instead.) CONTAINS: ~
DOES NOT
To find issues where the value of a specified field exactly matches multiple v CONTAIN: !~
alues, use multiple "=" statements with the AND operator. IS
Examples IS NOT
WAS
Find all issues that were created by jsmith: WAS IN
WAS NOT IN
reporter = jsmith WAS NOT
CHANGED

Find all issues that were created by John Smith:

reporter = "John Smith"

^top of page

NOT EQUALS: !=

The "!=" operator is used to search for issues where the value of the specified field does not match the
specified value. (Note: cannot be used with text fields; see the DOES NOT MATCH ("!~") operator instead.)

Note that typing field != value is the same as typing NOT field = value, and that field !=
EMPTY is the same as field IS_NOT EMPTY.

The "!=" operator will not match a field that has no value (i.e. a field that is empty). For example, component

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!= fred will only match issues that have a component and the component is not "fred". To find issues that
have a component other than "fred" or have no component, you would need to type: component != fred
or component is empty.
Examples
Find all issues that are assigned to any user except jsmith:

not assignee = jsmith

or:

assignee != jsmith

Find all issues that are not assigned to jsmith:

assignee != jsmith or assignee is empty

Find all issues that were reported by me but are not assigned to me:

reporter = currentUser() and assignee != currentUser()

Find all issues where the Reporter or Assignee is anyone except John Smith:

assignee != "John Smith" or reporter != "John Smith"

Find all issues that are not unassigned:

assignee is not empty

or

assignee != null

^top of page

GREATER THAN: >

The ">" operator is used to search for issues where the value of the specified field is greater than the
specified value.
Note that the ">" operator can only be used with fields that support ordering (e.g. date fields and version
fields), and cannot be used with text fields. To see a field's supported operators, check the individual field
reference.
Examples
Find all issues with more than 4 votes:

votes > 4

Find all overdue issues:

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Documentation for JIRA Service Desk 3.1 139

duedate < now() and resolution is empty

Find all issues where priority is higher than "Normal":

priority > normal

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GREATER THAN EQUALS: >=

The ">=" operator is used to search for issues where the value of the specified field is greater than or equal
to the specified value.
Note that the ">=" operator can only be used with fields that support ordering (e.g. date fields and version
fields), and cannot be used with text fields. To see a field's supported operators, check the individual field
reference.
Examples
Find all issues with 4 or more votes:

votes >= 4

Find all issues due on or after 31/12/2008:

duedate >= "2008/12/31"

Find all issues created in the last five days:

created >= "-5d"

^top of page

LESS THAN: <

The "<" operator is used to search for issues where the value of the specified field is less than the specified
value.
Note that the "<" operator can only be used with fields which support ordering (e.g. date fields and version
fields), and cannot be used with text fields. To see a field's supported operators, check the individual field
reference.
Examples
Find all issues with less than 4 votes:

votes < 4

^top of page

LESS THAN EQUALS: <=

The "<=" operator is used to search for issues where the value of the specified field is less than or equal to
than the specified value.
Note that the "<=" operator can only be used with fields which support ordering (e.g. date fields and version

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fields), and cannot be used with text fields. To see a field's supported operators, check the individual field
reference.
Examples
Find all issues with 4 or fewer votes:

votes <= 4

Find all issues that have not been updated in the past month (30 days):

updated <= "-4w 2d"

^top of page

IN

The "IN" operator is used to search for issues where the value of the specified field is one of multiple
specified values. The values are specified as a comma-delimited list, surrounded by parentheses.
Using "IN" is equivalent to using multiple EQUALS (=) statements, but is shorter and more convenient. That
is, typing reporter IN (tom, jane, harry) is the same as typing reporter = "tom" OR report
er = "jane" OR reporter = "harry".
Examples
Find all issues that were created by either jsmith or jbrown or jjones:

reporter in (jsmith,jbrown,jjones)

Find all issues where the Reporter or Assignee is either Jack or Jill:

reporter in (Jack,Jill) or assignee in (Jack,Jill)

Find all issues in version 3.14 or version 4.2:

affectedVersion in ("3.14", "4.2")

^top of page

NOT IN

The "NOT IN" operator is used to search for issues where the value of the specified field is not one of
multiple specified values.
Using "NOT IN" is equivalent to using multiple NOT_EQUALS (!=) statements, but is shorter and more
convenient. That is, typing reporter NOT IN (tom, jane, harry) is the same as typing reporter
!= "tom" AND reporter != "jane" AND reporter != "harry".

The "NOT IN" operator will not match a field that has no value (i.e. a field that is empty). For example, assi
gnee not in (jack,jill) will only match issues that have an assignee and the assignee is not "jack"
or "jill". To find issues that are assigned to someone other than "jack" or "jill" or are unassigned, you would
need to type: assignee not in (jack,jill) or assignee is empty.
Examples
Find all issues where the Assignee is someone other than Jack, Jill, or John:

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assignee not in (Jack,Jill,John)

Find all issues where the Assignee is not Jack, Jill, or John:

assignee not in (Jack,Jill,John) or assignee is empty

Find all issues where the FixVersion is not 'A', 'B', 'C', or 'D':

FixVersion not in (A, B, C, D)

Find all issues where the FixVersion is not 'A', 'B', 'C', or 'D', or has not been specified:

FixVersion not in (A, B, C, D) or FixVersion is empty

^top of page

CONTAINS: ~

The "~" operator is used to search for issues where the value of the specified field matches the specified
value (either an exact match or a "fuzzy" match — see examples below). For use with text fields only, i.e.:
Summary
Description
Environment
Comments
custom fields that use the "Free Text Searcher"; this includes custom fields of the following
built-in Custom Field Types
Free Text Field (unlimited text)
Text Field (< 255 characters)
Read-only Text Field
The JQL field "text" as in text ~ "some words" searches an issue's Summary, Description, Environment,
Comments. It also searches all text custom fields. If you have many text custom fields you can improve
performance of your queries by searching on specific fields, e.g.
Summary ~ "some words" OR Description ~ "some words"

Note: when using the "~" operator, the value on the right-hand side of the operator can be specified using JIR
A text-search syntax.
Examples
Find all issues where the Summary contains the word "win" (or simple derivatives of that word, such
as "wins"):

summary ~ win

Find all issues where the Summary contains a wild-card match for the word "win":

summary ~ "win*"

Find all issues where the Summary contains the word "issue" and the word "collector":

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summary ~ "issue collector"

Find all issues where the Summary contains the exact phrase "full screen" (see Search syntax for text
fields for details on how to escape quote-marks and other special characters):

summary ~ "\"full screen\""

^top of page

DOES NOT CONTAIN: !~

The "!~" operator is used to search for issues where the value of the specified field is not a "fuzzy" match for
the specified value. For use with text fields only, i.e.:
Summary
Description
Environment
Comments
custom fields that use the "Free Text Searcher"; this includes custom fields of the following
built-in Custom Field Types
Free Text Field (unlimited text)
Text Field (< 255 characters)
Read-only Text Field
The JQL field "text" as in text ~ "some words" searches an issue's Summary, Description, Environment,
Comments. It also searches all text custom fields. If you have many text custom fields you can improve
performance of your queries by searching on specific fields, e.g.
Summary ~ "some words" OR Description ~ "some words"

Note: when using the "!~" operator, the value on the right-hand side of the operator can be specified using JI
RA text-search syntax.
Examples
Find all issues where the Summary does not contain the word "run" (or derivatives of that word, such
as "running" or "ran"):

summary !~ run

^top of page

IS

The "IS" operator can only be used with EMPTY or NULL. That is, it is used to search for issues where the
specified field has no value.
Note that not all fields are compatible with this operator; see the individual field reference for details.
Examples
Find all issues that have no Fix Version:

fixVersion is empty

or

fixVersion is null

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^top of page

IS NOT

The "IS NOT" operator can only be used with EMPTY or NULL. That is, it is used to search for issues where
the specified field has a value.
Note that not all fields are compatible with this operator; see the individual field reference for details.
Examples
Find all issues that have one or more votes:

votes is not empty

or

votes is not null

^top of page

WAS

The "WAS" operator is used to find issues that currently have or previously had the specified value for the
specified field.
This operator has the following optional predicates:
AFTER "date"
BEFORE "date"
BY "username"
DURING ("date1","date2")
ON "date"
This operator will match the value name (e.g. "Resolved"), which was configured in your system at the time
that the field was changed. This operator will also match the value ID associated with that value name too —
that is, it will match "4" as well as "Resolved".
(Note: This operator can be used with the Assignee, Fix Version, Priority, Reporter, Resolution,
and Status fields only.)
Examples
Find issues that currently have or previously had a status of 'In Progress':

status WAS "In Progress"

Find issues that were resolved by Joe Smith before 2nd February:

status WAS "Resolved" BY jsmith BEFORE "2011/02/02"

Find issues that were resolved by Joe Smith during 2010:

status WAS "Resolved" BY jsmith DURING ("2010/01/01","2011/01/01")

^top of page

WAS IN

The "WAS IN" operator is used to find issues that currently have or previously had any of multiple specified

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values for the specified field. The values are specified as a comma-delimited list, surrounded by parentheses.
Using "WAS IN" is equivalent to using multiple WAS statements, but is shorter and more convenient. That is,
typing status WAS IN ('Resolved', 'Closed') is the same as typing status WAS "Resolved" O
R status WAS "Closed".

This operator has the following optional predicates:

AFTER "date"
BEFORE "date"
BY "username"
DURING ("date1","date2")
ON "date"
This operator will match the value name (e.g. "Resolved"), which was configured in your system at the time
that the field was changed. This operator will also match the value ID associated with that value name too —
that is, it will match "4" as well as "Resolved".
(Note: This operator can be used with the Assignee, Fix Version, Priority, Reporter, Resolution,
and Status fields only.)
Examples
Find all issues that currently have, or previously had, a status of 'Resolved' or 'In Progress':

status WAS IN ("Resolved","In Progress")

^top of page

WAS NOT IN

The "WAS NOT IN" operator is used to search for issues where the value of the specified field has never
been one of multiple specified values.
Using "WAS NOT IN" is equivalent to using multiple WAS_NOT statements, but is shorter and more
convenient. That is, typing status WAS NOT IN ("Resolved","In Progress") is the same as typing
status WAS NOT "Resolved" AND status WAS NOT "In Progress".

This operator has the following optional predicates:

AFTER "date"
BEFORE "date"
BY "username"
DURING ("date1","date2")
ON "date"
This operator will match the value name (e.g. "Resolved"), which was configured in your system at the time
that the field was changed. This operator will also match the value ID associated with that value name, too —
that is, it will match "4" as well as "Resolved".
(Note: This operator can be used with the Assignee, Fix Version, Priority, Reporter, Resolution,
and Status fields only.)
Examples
Find issues that have never had a status of 'Resolved' or 'In Progress':

status WAS NOT IN ("Resolved","In Progress")

Find issues that did not have a status of 'Resolved' or 'In Progress' before 2nd February:

status WAS NOT IN ("Resolved","In Progress") BEFORE "2011/02/02"

^top of page

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WAS NOT

The "WAS NOT" operator is used to find issues that have never had the specified value for the specified field.

This operator has the following optional predicates:

AFTER "date"
BEFORE "date"
BY "username"
DURING ("date1","date2")
ON "date"
This operator will match the value name (e.g. "Resolved"), which was configured in your system at the time
that the field was changed. This operator will also match the value ID associated with that value name too —
that is, it will match "4" as well as "Resolved".
(Note: This operator can be used with the Assignee, Fix Version, Priority, Reporter, Resolution,
and Status fields only.)
Examples
Find issues that do not have, and have never had a status of 'In Progress':

status WAS NOT "In Progress"

Find issues that did not have a status of 'In Progress' before 2nd February:

status WAS NOT "In Progress" BEFORE "2011/02/02"

^top of page

CHANGED

The "CHANGED" operator is used to find issues that have a value that had changed for the specified field.

This operator has the following optional predicates:

AFTER "date"
BEFORE "date"
BY "username"
DURING ("date1","date2")
ON "date"
FROM "oldvalue"
TO "newvalue"

(Note: This operator can be used with the Assignee, Fix Version, Priority, Reporter, Resolution,
and Status fields only.)
Examples
Find issues whose assignee had changed:

assignee CHANGED

Find issues whose status had changed from 'In Progress' back to 'Open':

status CHANGED FROM "In Progress" TO "Open"

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Find issues whose priority was changed by user 'freddo' after the start and before the end of the
current week.

priority CHANGED BY freddo BEFORE endOfWeek() AFTER startOfWeek()

^top of page

Advanced searching - functions reference

This page describes information about functions that are used for advanced List of functions:
searching. cascadeOption()
closedSprints()
A function in JQL appears as a word followed by parentheses, which may componentsLeadByU
contain one or more explicit values or JIRA fields. In a clause, a function is ser()
preceded by an operator, which in turn is preceded by a field. A function currentLogin()
performs a calculation on either specific JIRA data or the function's content currentUser()
in parentheses, such that only true results are retrieved by the function, and earliestUnreleasedVer
then again by the clause in which the function is used. sion()
endOfDay()
Unless specified in the search query, note that JQL searches do not endOfMonth()
return empty fields in results. To include empty fields (e.g. endOfWeek()
unassigned issues) when searching for issues that are not assigned endOfYear()
to the current user, you would enter (assignee != currentUser() OR issueHistory()
assignee is EMPTY) to include unassigned issues in the list of issuesWithRemoteLin
results. ksByGlobalId()
lastLogin()
latestReleasedVersio
cascadeOption()
n()
Search for issues that match the selected values of a 'cascading select' linkedIssues()
custom field. membersOf()
now()
The parentOption parameter matches against the first tier of options in the openSprints()
cascading select field. The childOption parameter matches against the projectsLeadByUser()
second tier of options in the cascading select field, and is optional. projectsWhereUserHa
sPermission()
The keyword "none" can be used to search for issues where either or both
projectsWhereUserHa
of the options have no value. sRole()
releasedVersions()
Syntax cascadeOption(parentOption standardIssueTypes()
) startOfDay()
cascadeOption(parentOption startOfMonth()
,childOption) startOfWeek()
startOfYear()
subtaskIssueTypes()
Supported fields Custom fields of type 'Cascading unreleasedVersions()
Select' votedIssues()
watchedIssues()
Supported operators IN , NOT IN

Unsupported operators = , != , ~ , !~ , > , >= ,

< , <= IS , IS NOT, WAS ,
WAS IN , WAS NOT , WAS NOT
IN , CHANGED

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Documentation for JIRA Service Desk 3.1 147

Examples Find issues where a custom

field ("Location") has the value
"USA" for the first tier and "New
York" for the second tier:
location in
cascadeOption("USA","Ne
w York")
Find issues where a custom
field ("Location") has the value
"USA" for the first tier and any
value (or no value) for the
second tier:
location in
cascadeOption( "USA" )
Find issues where a custom
field ("Location") has the value
"USA" for the first tier and no
value for the second tier:
location in
cascadeOption( "USA" ,no
ne)
Find issues where a custom
field ("Location") has no value
for the first tier and no value for
the second tier:
location in
cascadeOption(none)
Find issues where a custom
field ("Referrer") has the value
"none" for the first tier and
"none" for the second tier:
referrer in
cascadeOption( "\"none\"
" , "\"none\"" )
Find issues where a custom
field ("Referrer") has the value
"none" for the first tier and no
value for the second tier:
referrer in
cascadeOption( "\"none\"
" ,none)

^ top of page

closedSprints()

Search for issues that are assigned to a completed Sprint. Note, it is possible for an issue to belong to both a
completed Sprint(s) and an incomplete Sprint(s). See also openSprints().

Syntax closedSprints()

Supported fields Sprint

Supported operators IN , NOT IN

Unsupported = , != , ~ , !~ , > , >= , < , <=

operators IS , IS NOT, WAS , WAS IN , WAS NOT , WAS NOT IN , CHANGED

Examples Find all issues that are assigned to a completed sprint:

sprint in closedSprints()

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^ top of page

componentsLeadByUser()

Find issues in components that are led by a specific user. You can optionally specify a user, or if the user is
omitted, the current user (i.e. you) will be used. Note that if you are not logged in to JIRA, a user must be
specified.

Syntax componentsLeadByUser()
componentsLeadByUser(username)

Supported Component
fields

Supported IN , NOT IN
operators

Unsupported = , != , ~ , !~ , > , >= , < , <= IS , IS NOT, WAS , WAS IN ,

operators WAS NOT , WAS NOT IN , CHANGED

Examples Find open issues in components that are led by you:

component in componentsLeadByUser() AND status = Open
Find open issues in components that are led by Bill:
component in componentsLeadByUser(bill) AND status = Open

^ top of page

currentLogin()

Perform searches based on the time at which the current user's session began. See also lastLogin.

Syntax currentLogin()

Supported fields Created, Due, Resolved, Updated, custom fields of type Date/Time

Supported operators = , != , > , >= , < , <=

WAS* , WAS IN* , WAS NOT* , WAS NOT IN* , CHANGED*
* Only in predicate

Unsupported operators ~ , !~ IS , IS NOT , IN , NOT IN

Examples Find issues that have been created during my current session:
created > currentLogin()

^ top of page

currentUser()

Perform searches based on the currently logged-in user. Note, this function can only be used by logged-in
users. So if you are creating a saved filter that you expect to be used by anonymous users, do not use this
function.

Syntax currentUser()

Supported Assignee, Reporter, Voter, Watcher, custom fields of type User

fields

Supported = , !=
operators

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Unsupported ~ , !~ , > , >= , < , <= IS , IS NOT , IN , NOT IN , WAS , WAS IN

operators , WAS NOT , WAS NOT IN , CHANGED

Examples Find issues that are assigned to me:

assignee = currentUser()
Find issues that were reported to me but are not assigned to me:
reporter = currentUser() AND (assignee != currentUser() OR
assignee is EMPTY)

^ top of page

earliestUnreleasedVersion()

Perform searches based on the earliest unreleased version (i.e. next version that is due to be released) of a
specified project. See also unreleasedVersions. Note, the "earliest" is determined by the ordering assigned to
the versions, not by actual Version Due Dates.

Syntax earliestUnreleasedVersion(project)

Supported AffectedVersion, FixVersion, custom fields of type Version

fields

Supported IN , NOT IN
operators

Unsupported = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN ,

operators WAS NOT , WAS NOT IN , CHANGED

Examples Find issues whose FixVersion is the earliest unreleased version of the ABC project:
fixVersion = earliestUnreleasedVersion(ABC)
Find issues that relate to the earlist unreleased version of the ABC project:
affectedVersion = earliestUnreleasedVersion(ABC) or fixVersion
= earliestUnreleasedVersion(ABC)

^ top of page

endOfDay()

Perform searches based on the end of the current day. See also endOfWeek, endOfMonth, and endOfYear;
and startOfDay, startOfWeek, startOfMonth, and startOfYear.

Syntax endOfDay()
endOfDay("inc")

where inc is an optional increment of (+/-)nn(y|M|w|d|h|m). If the time unit qualifier is omitted, it
defaults to the natural period of the function, e.g. endOfDay("+1") is the same as endOfDay("+1d"). If the
plus/minus (+/-) sign is omitted, plus is assumed.

Supported Created, Due, Resolved, Updated, custom fields of type Date/Time

fields

Supported = , != , > , >= , < , <=

operators WAS* , WAS IN* , WAS NOT* , WAS NOT IN* , CHANGED*
* Only in predicate

Unsupported ~ , !~ IS , IS NOT , IN , NOT IN

operators

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Examples Find issues due by the end of today:

due < endOfDay()
Find issues due by the end of tomorrow:
due < endOfDay("+1")

^ top of page

endOfMonth()

Perform searches based on the end of the current month. See also endOfDay, endOfWeek, and endOfYear;
and startOfDay, startOfWeek, startOfMonth, and startOfYear.

Syntax endOfMonth()
endOfMonth("inc")

where inc is an optional increment of (+/-)nn(y|M|w|d|h|m). If the time unit qualifier is omitted, it
defaults to the natural period of the function, e.g. endOfMonth("+1") is the same as endOfMonth("+1M"). If
the plus/minus (+/-) sign is omitted, plus is assumed.

Supported Created, Due, Resolved, Updated, custom fields of type Date/Time

fields

Supported = , != , > , >= , < , <=

operators WAS* , WAS IN* , WAS NOT* , WAS NOT IN* , CHANGED*
* Only in predicate

Unsupported ~ , !~ IS , IS NOT , IN , NOT IN

operators

Examples Find issues due by the end of this month:

due < endOfMonth()
Find issues due by the end of next month:
due < endOfMonth("+1")
Find issues due by the 15th of next month:
due < endOfMonth("+15d")

^ top of page

endOfWeek()

Perform searches based on the end of the current week. See also endOfDay, endOfMonth, and endOfYear;
and startOfDay, startOfWeek, startOfMonth, and startOfYear.
For the endOfWeek() function, the result depends upon your locale. For example, in Europe, the first day of
the week is generally considered to be Monday, while in the USA, it is considered to be Sunday.

Syntax endOfWeek()
endOfWeek("inc")

where inc is an optional increment of (+/-)nn(y|M|w|d|h|m). If the time unit qualifier is omitted, it
defaults to the natural period of the function, e.g. endOfWeek("+1") is the same as endOfWeek("+1w"). If the
plus/minus (+/-) sign is omitted, plus is assumed.

Supported Created, Due, Resolved, Updated, custom fields of type Date/Time

fields

Supported = , != , > , >= , < , <=

operators WAS* , WAS IN* , WAS NOT* , WAS NOT IN* , CHANGED*
* Only in predicate

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Unsupported ~ , !~ IS , IS NOT , IN , NOT IN

operators

Examples Find issues due by the end of this week:

due < endOfWeek()
Find issues due by the end of next week:
due < endOfWeek("+1")

^ top of page

endOfYear()

Perform searches based on the end of the current year. See also startOfDay, startOfWeek, and startOfMonth
; and endOfDay, endOfWeek, endOfMonth, and endOfYear.

Syntax endOfYear()
endOfYear("inc")

where inc is an optional increment of (+/-)nn(y|M|w|d|h|m). If the time unit qualifier is omitted, it
defaults to the natural period of the function, e.g. endOfYear("+1") is the same as endOfYear("+1y"). If the
plus/minus (+/-) sign is omitted, plus is assumed.

Supported Created, Due, Resolved, Updated, custom fields of type Date/Time

fields

Supported = , != , > , >= , < , <=

operators WAS* , WAS IN* , WAS NOT* , WAS NOT IN* , CHANGED*
* Only in predicate

Unsupported ~ , !~ IS , IS NOT , IN , NOT IN

operators

Examples Find issues due by the end of this year:

due < endOfYear()
Find issues due by the end of March next year:
due < endOfYear("+3M")

^ top of page

issueHistory()

Find issues that you have recently viewed, i.e. issues that are in the 'Recent Issues' section of the 'Issues'
drop-down menu.
Note:
issueHistory() returns up to 50 issues, whereas the 'Recent Issues' drop-down returns only 5.
if you are not logged in to JIRA, only issues from your current browser session will be included.

Syntax issueHistory()

Supported Issue
fields

Supported IN , NOT IN
operators

Unsupported = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN ,

operators WAS NOT , WAS NOT IN , CHANGED

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Examples Find issues which I have recently viewed, that are assigned to me:
issue in issueHistory() AND assignee = currentUser()

^ top of page

issuesWithRemoteLinksByGlobalId()

Perform searches based on issues that are associated with remote links that have any of the specified global
ids.
Note:
This function accepts 1 to 100 globalIds. Specifying 0 or more than 100 globalIds will result in errors.

Syntax issuesWithRemoteLinksByGlobalId()

Supported Issue
fields

Supported IN , NOT IN
operators

Unsupported = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN ,

operators WAS NOT , WAS NOT IN , CHANGED

Examples Find issues that are linked to remote links that have globalId "abc":
issue in issuesWithRemoteLinksByGlobalId(abc)
Find issues that are linked to remote links that have either globalId "abc" or "def":
issue in issuesWithRemoteLinksByGlobalId(abc, def)

^ top of page

lastLogin()

Perform searches based on the time at which the current user's previous session began. See also currentLo
gin.

Syntax lastLogin()

Supported fields Created. Due, Resolved, Updated, custom fields of type Date/Time

Supported operators = , != , > , >= , < , <=

WAS* , WAS IN* , WAS NOT* , WAS NOT IN* , CHANGED*
* Only in predicate

Unsupported operators ~ , !~ IS , IS NOT , IN , NOT IN

Examples Find issues that have been created during my last session:
created > lastLogin()

^ top of page

latestReleasedVersion()

Perform searches based on the latest released version (i.e. the most recent version that has been released)
of a specified project. See also releasedVersions(). Note, the "latest" is determined by the ordering assigned
to the versions, not by actual Version Due Dates.

Syntax latestReleasedVersion(project)

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Supported AffectedVersion, FixVersion, custom fields of type Version

fields

Supported IN , NOT IN
operators

Unsupported = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN ,

operators WAS NOT , WAS NOT IN , CHANGED

Examples Find issues whose FixVersion is the latest released version of the ABC project:
fixVersion = latestReleasedVersion(ABC)
Find issues that relate to the latest released version of the ABC project:
affectedVersion = latestReleasedVersion(ABC) or fixVersion =
latestReleasedVersion(ABC)

^ top of page

linkedIssues()

Perform searches based on issues that are linked to a specified issue. You can optionally restrict the search
to links of a particular type. Note that LinkType is case-sensitive.

Syntax linkedIssues(issueKey)
linkedIssues(issueKey,linkType)

Supported Issue
fields

Supported IN , NOT IN
operators

Unsupported = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN ,

operators WAS NOT , WAS NOT IN , CHANGED

Examples Find issues that are linked to a particular issue:

issue in linkedIssues(ABC-123)
Find issues that are linked to a particular issue via a particular type of link:
issue in linkedIssues(ABC-123,"is duplicated by")

^ top of page

membersOf()

Perform searches based on the members of a particular group.

Syntax membersOf(Group)

Supported Assignee, Reporter, Voter, Watcher, custom fields of type User

fields

Supported IN , NOT IN
operators

Unsupported = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN , WAS

operators NOT , WAS NOT IN , CHANGED

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Examples Find issues where the Assignee is a member of the group "jira-administrators":
assignee in membersOf("jira-administrators")
Search through multiple groups and a specific user:
reporter in membersOf("jira-administators") or reporter in
membersOf("jira-core-users") or reporter=jsmith
Search for a particular group, but exclude a particular member or members:
assignee in membersOf(QA) and assignee not in ("John
Smith","Jill Jones")
Exclude members of a particular group:
assignee not in membersOf(QA)

^ top of page

now()

Perform searches based on the current time.

Syntax now()

Supported fields Created. Due, Resolved, Updated, custom fields of type Date/Time

Supported operators = , != , > , >= , < , <=

WAS* , WAS IN* , WAS NOT* , WAS NOT IN* , CHANGED*
* Only in predicate

Unsupported operators ~ , !~ IS , IS NOT , IN , NOT IN

Examples Find issues that are overdue:

duedate < now() and status not in (closed, resolved)

^ top of page

openSprints()

Search for issues that are assigned to a Sprint that has not yet been completed. Note, it is possible for an
issue to belong to both a completed Sprint(s) and an incomplete Sprint(s). See also closedSprints().

Syntax openSprints()

Supported fields Sprint

Supported operators IN , NOT IN

Unsupported = , != , ~ , !~ , > , >= , < , <=

operators IS , IS NOT, WAS , WAS IN , WAS NOT , WAS NOT IN , CHANGED

Examples Find all issues that are assigned to a sprint that has not yet been
completed:
sprint in openSprints()

^ top of page

projectsLeadByUser()

Find issues in projects that are led by a specific user. You can optionally specify a user, or if the user is
omitted, the current user will be used. Note that if you are not logged in to JIRA, a user must be specified.

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Syntax projectsLeadByUser()
projectsLeadByUser(username)

Supported fields Project

Supported operators IN , NOT IN

Unsupported = , != , ~ , !~ , > , >= , < , <=

operators IS , IS NOT, WAS , WAS IN , WAS NOT , WAS NOT IN , CHANGED

Examples Find open issues in projects that are led by you:

project in projectsLeadByUser() AND status = Open
Find open issues in projects that are led by Bill:
project in projectsLeadByUser(bill) AND status = Open

^ top of page

projectsWhereUserHasPermission()

Find issues in projects where you have a specific permission. Note, this function operates at the project level.
This means that if a permission (e.g. "Edit Issues") is granted to the reporter of issues in a project, then you
may see some issues returned where you are not the reporter, and therefore don't have the permission
specified. Also note, this function is only available if you are logged in to JIRA.

Syntax projectsWhereUserHasPermission(permission)

For the permission parameter, you can specify any of the permissions described
on .

Supported fields Project

Supported IN , NOT IN
operators

Unsupported = , != , ~ , !~ , > , >= , < , <=

operators IS , IS NOT, WAS , WAS IN , WAS NOT , WAS NOT IN , CHANGED

Examples Find open issues in projects where you have the "Resolve Issues" permission:
project in projectsWhereUserHasPermission("Resolve Issues")
AND status = Open

^ top of page

projectsWhereUserHasRole()

Find issues in projects where you have a specific role. Note, this function is only available if you are logged in
to JIRA.

Syntax projectsWhereUserHasRole(rolename)

Supported fields Project

Supported IN , NOT IN
operators

Unsupported = , != , ~ , !~ , > , >= , < , <=

operators IS , IS NOT, WAS , WAS IN , WAS NOT , WAS NOT IN , CHANGED

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Examples Find open issues in projects where you have the "Developers" role:
project in projectsWhereUserHasRole("Developers") AND
status = Open

^ top of page

releasedVersions()

Perform searches based on the released versions (i.e. versions that your JIRA administrator has released) of
a specified project. You can also search on the released versions of all projects, by omitting the project para
meter. See also latestReleasedVersion().

Syntax releasedVersions()
releasedVersions(project)

Supported AffectedVersion, FixVersion, custom fields of type Version

fields

Supported IN , NOT IN
operators

Unsupported = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN ,

operators WAS NOT , WAS NOT IN , CHANGED

Examples Find issues whose FixVersion is a released version of the ABC project:
fixVersion in releasedVersions(ABC)
Find issues that relate to released versions of the ABC project:
(affectedVersion in releasedVersions(ABC)) or (fixVersion in
releasedVersions(ABC))

^ top of page

standardIssueTypes()

Perform searches based on "standard" Issue Types, that is, search for issues that are not sub-tasks. See
also subtaskIssueTypes().

Syntax standardIssueTypes()

Supported Type
fields

Supported IN , NOT IN
operators

Unsupported = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN ,

operators WAS NOT , WAS NOT IN , CHANGED

Examples Find issues that are not subtasks (i.e. issues whose Issue Type is a standard issue
type, not a subtask issue type):
issuetype in standardIssueTypes()

^ top of page

startOfDay()

Perform searches based on the start of the current day. See also startOfWeek, startOfMonth, and startOfYea
r; and endOfDay, endOfWeek, endOfMonth, and endOfYear.

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Syntax startOfDay()
startOfDay("inc")

where inc is an optional increment of (+/-)nn(y|M|w|d|h|m). If the time unit qualifier is omitted, it
defaults to the natural period of the function, e.g. startOfDay("+1") is the same as startOfDay("+1d"). If the
plus/minus (+/-) sign is omitted, plus is assumed.

Supported Created, Due, Resolved, Updated, custom fields of type Date/Time

fields

Supported = , != , > , >= , < , <=

operators WAS* , WAS IN* , WAS NOT* , WAS NOT IN* , CHANGED*
* Only in predicate

Unsupported ~ , !~ IS , IS NOT , IN , NOT IN

operators

Examples Find new issues created since the start of today:

created > startOfDay()
Find new issues created since the start of yesterday:
created > startOfDay("-1")
Find new issues created in the last three days:
created > startOfDay("-3d")

^ top of page

startOfMonth()

Perform searches based on the start of the current month. See also startOfDay, startOfWeek, and startOfYea
r; and endOfDay, endOfWeek, endOfMonth, and endOfYear.

Syntax startOfMonth()
startOfMonth("inc")

where inc is an optional increment of (+/-)nn(y|M|w|d|h|m). If the time unit qualifier is omitted, it
defaults to the natural period of the function, e.g. startOfMonth("+1") is the same as startOfMonth("+1M"). If
the plus/minus (+/-) sign is omitted, plus is assumed.

Supported Created, Due, Resolved, Updated, custom fields of type Date/Time

fields

Supported = , != , > , >= , < , <=

operators WAS* , WAS IN* , WAS NOT* , WAS NOT IN* , CHANGED*
* Only in predicate

Unsupported ~ , !~ IS , IS NOT , IN , NOT IN

operators

Examples Find new issues created since the start of this month:
created > startOfMonth()
Find new issues created since the start of last month:
created > startOfMonth("-1")
Find new issues created since the 15th of this month:
created > startOfMonth("+14d")

^ top of page

startOfWeek()

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Documentation for JIRA Service Desk 3.1 158

Perform searches based on the start of the current week. See also startOfDay, startOfMonth, and startOfYea
r; and endOfDay, endOfWeek, endOfMonth, and endOfYear. For the startOfWeek() function, the result
depends upon your locale. For example, in Europe, the first day of the week is generally considered to be
Monday, while in the USA, it is considered to be Sunday.

Syntax startOfWeek()
startOfWeek("inc")

where inc is an optional increment of (+/-)nn(y|M|w|d|h|m). If the time unit qualifier is omitted, it
defaults to the natural period of the function, e.g. startOfWeek("+1") is the same as startOfWeek("+1w"). If
the plus/minus (+/-) sign is omitted, plus is assumed.

Supported Created, Due, Resolved, Updated, custom fields of type Date/Time

fields

Supported = , != , > , >= , < , <=

operators WAS* , WAS IN* , WAS NOT* , WAS NOT IN* , CHANGED*
* Only in predicate

Unsupported ~ , !~ IS , IS NOT , IN , NOT IN

operators

Examples Find new issues since the start of this week:

created > startOfWeek()
Find new issues since the start of last week:
created > startOfWeek("-1")

^ top of page

startOfYear()

Perform searches based on the start of the current year. See also startOfDay, startOfWeek and startOfMonth
; and endOfDay, endOfWeek, endOfMonth and endOfYear.

Syntax startOfYear()
startOfYear("inc")

where inc is an optional increment of (+/-)nn(y|M|w|d|h|m). If the time unit qualifier is omitted, it
defaults to the natural period of the function, e.g. endOfYear("+1") is the same as endOfYear("+1y"). If the
plus/minus (+/-) sign is omitted, plus is assumed.

Supported Created, Due, Resolved, Updated, custom fields of type Date/Time

fields

Supported = , != , > , >= , < , <=

operators WAS* , WAS IN* , WAS NOT* , WAS NOT IN* , CHANGED*
* Only in predicate

Unsupported ~ , !~ IS , IS NOT , IN , NOT IN

operators

Examples Find new issues since the start of this year:

created > startOfYear()
Find new issues since the start of last year:
created > startOfYear("-1")

^ top of page

subtaskIssueTypes()

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Perform searches based on issues that are sub-tasks. See also standardIssueTypes().

Syntax subtaskIssueTypes()

Supported Type
fields

Supported IN , NOT IN
operators

Unsupported = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN ,

operators WAS NOT , WAS NOT IN , CHANGED

Examples Find issues that are subtasks (i.e. issues whose Issue Type is a subtask issue
type):
issuetype in subtaskIssueTypes()

^ top of page

unreleasedVersions()

Perform searches based on the unreleased versions (i.e. versions that your JIRA administrator has not yet
released) of a specified project. You can also search on the unreleased versions of all projects, by omitting
the project parameter. See also earliestUnreleasedVersion().

Syntax unreleasedVersions()
unreleasedVersions(project)

Supported AffectedVersion, FixVersion, custom fields of type Version

fields

Supported IN , NOT IN
operators

Unsupported = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN ,

operators WAS NOT , WAS NOT IN , CHANGED

Examples Find issues whose FixVersion is an unreleased version of the ABC project:
fixVersion in unreleasedVersions(ABC)
Find issues that relate to unreleased versions of the ABC project:
affectedVersion in unreleasedVersions(ABC)

^ top of page

votedIssues()

Perform searches based on issues for which you have voted. Also, see the Voter field. Note, this function can
only be used by logged-in users.

Syntax votedIssues()

Supported Issue
fields

Supported IN , NOT IN
operators

Unsupported = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN ,

operators WAS NOT , WAS NOT IN , CHANGED

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Examples Find issues that you have voted for:

issue in votedIssues()

^ top of page

watchedIssues()

Perform searches based on issues that you are watching. Also, see the Watcher field. Note that this function
can only be used by logged-in users.

Syntax watchedIssues()

Supported Issue
fields

Supported IN , NOT IN
operators

Unsupported = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN ,

operators WAS NOT , WAS NOT IN , CHANGED

Examples Find issues that you are watching:

issue in watchedIssues()

^ top of page

Search syntax for text fields

This page provides information on the syntax for searching text fields, which On this page:
can be done in the quick search, basic search, and advanced search. Query
terms
Text searches can be done in the advanced search when the CONTAINS (~
Term
) operator is used, e.g. summary~"windows*". It can also be done in quick
modifiers
search and basic search when searching on supported fields. Boosting a
Acknowledgments: JIRA uses Apache Lucene for text indexing, which term: ^
provides a rich query language. Much of the information on this page is Boolean
derived from the Query Parser Syntax page of the Lucene documentation. operators
Grouping
Escaping
special
characters:
\ or \\
Reserved
words
Word
stemming
Limitations
Next steps

Query terms

A query is broken up into terms and operators. There are two types of terms: Single Terms and Phrases.
A Single Term is a single word, such as "test" or "hello".

A Phrase is a group of words surrounded by double quotes, such as "hello dolly".

Multiple terms can be combined together with Boolean operators to form a more complex query (see below).
If you combine multiple terms without specifying any Boolean operators, they will be joined using AND
operators.
Note: All query terms in JIRA are not case sensitive.

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Documentation for JIRA Service Desk 3.1 161

Term modifiers

JIRA supports modifying query terms to provide a wide range of searching options.
Wildcard searches: ? and * | Fuzzy searches: ~ | Proximity searches

Wildcard searches: ? and *

JIRA supports single and multiple character wildcard searches.

To perform a single character wildcard search, use the "?" symbol.

To perform a multiple character wildcard search, use the " *" symbol.

Wildcard characters need to be enclosed in quote-marks, as they are reserved characters in

advanced search. Use quotations, e.g. summary ~ "cha?k and che*"

The single character wildcard search looks for terms that match that with the single character replaced. For
example, to search for "text" or "test", you can use the search:

te?t

Multiple character wildcard searches looks for 0 or more characters. For example, to search for Windows, Wi
n95, or WindowsNT, you can use the search:

win*

You can also use the wildcard searches in the middle of a term. For example, to search for Win95 or Windo
ws95, you can use the search:

wi*95

You cannot use a * or ? symbol as the first character of a search. The feature request for this is JRA-
6218.

Fuzzy searches: ~

JIRA supports fuzzy searches. To do a fuzzy search, use the tilde, "~", symbol at the end of a single word
term. For example, to search for a term similar in spelling to "roam", use the fuzzy search:

roam~

This search will find terms like foam and roams.

Note: Terms found by the fuzzy search will automatically get a boost factor of 0.2.

Proximity searches

JIRA supports finding words that are within a specific distance away. To do a proximity search, use the tilde,
"~", symbol at the end of a phrase. For example, to search for "atlassian" and "jira" within 10 words of
each other in a document, use the search:

"atlassian jira"~10

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Boosting a term: ^

JIRA provides the relevance level of matching documents based on the terms found. To boost a term, use
the caret, "^", symbol with a boost factor (a number) at the end of the term you are searching. The higher the
boost factor, the more relevant the term will be.
Boosting allows you to control the relevance of a document by boosting its term. For example, if you are
searching for

atlassian jira

and you want the term "atlassian" to be more relevant, boost it using the ^ symbol along with the boost
factor next to the term. You would type:

atlassian^4 jira

This will make documents with the term atlassian appear more relevant. You can also boost Phrase Terms,
as in the example:

"atlassian jira"^4 querying

By default, the boost factor is 1. Although, the boost factor must be positive, it can be less than 1 (i.e. 0.2).

Boolean operators

Boolean operators allow terms to be combined through logic operators. JIRA supports AND, "+", OR, NOT
and "-" as Boolean operators.

Boolean operators must be ALL CAPS.

OR | AND | Required term: + | NOT | Excluded term: -

OR

The OR operator is the default conjunction operator. This means that if there is no Boolean operator between
two terms, the OR operator is used. The OR operator links two terms, and finds a matching document if
either of the terms exist in a document. This is equivalent to a union using sets. The symbol || can be used
in place of the word OR.
To search for documents that contain either "atlassian jira" or just "confluence", use the query:

"atlassian jira" || confluence

or

"atlassian jira" OR confluence

AND

The AND operator matches documents where both terms exist anywhere in the text of a single document.
This is equivalent to an intersection using sets. The symbol && can be used in place of the word AND.

To search for documents that contain "atlassian jira" and "issue tracking", use the query:

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Documentation for JIRA Service Desk 3.1 163

"atlassian jira" AND "issue tracking"

Required term: +

The "+" or required operator requires that the term after the "+" symbol exists somewhere in a the field of a
single document.
To search for documents that must contain "jira" and may contain "atlassian", use the query:

+jira atlassian

NOT

The NOT operator excludes documents that contain the term after NOT. This is equivalent to a difference
using sets. The symbol ! can be used in place of the word NOT.

To search for documents that contain "atlassian jira" but not "japan", use the query:

"atlassian jira" NOT "japan"

Note: The NOT operator cannot be used with just one term. For example, the following search will return no
results:

NOT "atlassian jira"

Usage of the NOT operator over multiple fields may return results that include the specified excluded
term. This is due to the fact that the search query is executed over each field in turn, and the result
set for each field is combined to form the final result set. Hence, an issue that matches the search
query based on one field, but fails based on another field will be included in the search result set.

Excluded term: -

The "-" or prohibit operator excludes documents that contain the term after the " -" symbol.

To search for documents that contain "atlassian jira" but not "japan", use the query:

"atlassian jira" -japan

Grouping

JIRA supports using parentheses to group clauses to form sub queries. This can be very useful if you want to
control the boolean logic for a query.
To search for bugs and either atlassian or jira, use the query:

bugs AND (atlassian OR jira)

This eliminates any confusion and makes sure that bugs must exist, and either term atlassian or jira m
ay exist.

Do not use the grouping character '(' at the start of a search query, as this will result in an error. For

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Documentation for JIRA Service Desk 3.1 164

example, "(atlassian OR jira) AND bugs" will not work.

Escaping special characters: \ or \\

JIRA supports the ability to search issues for special characters by escaping them in your query syntax. The
current list of such characters is:

+ - & | ! ( ) { } [ ] ^ ~ * ? \ :

To escape these characters, type a backslash character '\' before the special character (or if using advanced
searching, type two backslashes '\\' before the special character).

For example, to search for (1+1) in either a basic or quick search, use the query:

\(1\+1\)

and to search for [example] in the summary of an advanced search (in JIRA Query Language or JQL), use
the query:

summary ~ "\\[example\\]"

Please note: If you are using advanced searching, see Reserved characters for more information about how
these characters and others are escaped in JIRA Query Language.

Reserved words

To keep the search index size and search performance optimal in JIRA, the following English reserved words
(also known as 'stop words') are ignored from the search index and hence, JIRA's text search features:
"a", "and", "are", "as", "at", "be", "but", "by", "for", "if", "in", "into",
"is", "it", "no", "not", "of", "on", "or", "s", "such", "t", "that", "the",
"their", "then", "there", "these", "they", "this", "to", "was", "will", "with"
Be aware that this can sometimes lead to unexpected results. For example, suppose one issue contains the
text phrase "VSX will crash" and another issue contains the phrase "VSX will not crash". A text search for
"VSX will crash" will return both of these issues. This is because the words will and not are part of the
reserved words list.
Your JIRA administrator can make JIRA index these reserved words (so that JIRA will find issues based
on the presence of these words) by changing the Indexing Language to Other (under Administration >
System > General Configuration).

Word stemming

Since JIRA cannot search for issues containing parts of words (see below), word 'stemming' allows you to
retrieve issues from a search based on the 'root' (or 'stem') forms of words instead of requiring an exact
match with specific forms of these words. The number of issues retrieved from a search based on a stemmed
word is typically larger, since any other issues containing words that are stemmed back to the same root will
also be retrieved in the search results.
For example, if you search for issues using the query term 'customize' on the Summary field, JIRA stems this
word to its root form 'custom', and will retrieve all issues whose Summary field also contains any word that
can be stemmed back to 'custom'. Hence, the following query:

summary ~ "customize"

will retrieve issues whose Summary field contains the following words:

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Documentation for JIRA Service Desk 3.1 165

customized
customizing
customs
customer
etc.
Please Note:
Your JIRA administrator can disable word stemming (so that JIRA will find issues based on exact
matches with words) by changing the Indexing Language to Other (under Administration > System
> General Configuration).
Word stemming applies to all JIRA fields (as well as text fields).
When JIRA indexes its fields, any words that are 'stemmed' are stored in JIRA's search index in root
form only.

Limitations

Please note that the following limitations apply to JIRA's search:

Whole words only

JIRA cannot search for issues containing parts of words but on whole words only. The exception to this are
words which are stemmed.
This limitation can also be overcome using fuzzy searches.

Next steps

Read the following related topics:

Searching for issues
Quick searching
Basic searching
Advanced searching

Saving your search as a filter

JIRA's powerful issue search functionality is enhanced by the ability to save On this page:
searches, called filters in JIRA, for later use. You can do the following with Saving a
JIRA filters: search as
a filter
Share and email search results with your colleagues, as well as
Running a
people outside of your organization
filter
Create lists of favorite filters
Managing
Have search results emailed to you according to your preferred
your
schedule
existing
View and export the search results in various formats (RSS, Excel,
filters
etc)
Managing
Display the search results in a report format
other
Display the search results in a dashboard gadget
user's
shared
filters
Next steps

Screenshot: Issue filter results in detail view (click to view full size image)

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Documentation for JIRA Service Desk 3.1 166

Saving a search as a filter

1. Define and run your search.

2. Click the Save as link above the search results. The Save Filter dialog is displayed.
3. Enter a name for the new filter and click Submit. Your filter is created.
Your new filter will be added to your favorite filters and shared, according to the sharing preference in your
user profile. If you haven't specified a preference, then the global default will be applied, which is 'Private'
unless changed by your JIRA administrator.

Running a filter

1. Choose Issues > Search for issues.

2. Choose any filter from the list on the left:
System filter — My Open Issues, Reported by Me, Recently Viewed, All Issues
Favorite filters (listed alphabetically)
Find filters lets you search for any filter that's been shared, which you can then subscribe to
(adding it to your Favorite Filters).
3. After selecting a filter, the search results are displayed. The search criteria for the filter are also
displayed and can be changed.
Note, if you run the Recently Viewed system filter, this will switch you to the advanced search, as the
basic search cannot represent the ORDER BY clause in this filter.

Managing your existing filters

Click Issues > Manage filters to manage your filters.

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Documentation for JIRA Service Desk 3.1 167

The Manage Filters page allows you to view and configure filters that you have created, as well as work with
filters that other users have shared with you. See the following topics for more information:
Searching for a filter
Updating a filter
Deleting a filter
Cloning a filter
Adding a filter as a favorite
Sharing a filter
Defining a filter-specific column order
Subscribing to a filter

Searching for a filter

You can find and run any filters that you have created or that have been shared by other users.
1. Click the Search tab on the 'Manage Filters' page.
2. Enter your search criteria and click Search to run the search.
3. Your search results are displayed on the same page. Click the name of any issue filter to run it.
Tip: If the filter has been added as a favorite by many users, you may also be able locate it on the Popular ta
b of the Manage Filters page.

Updating a filter

You can update the name, description, sharing, favorite of any filters that you have created. If you want to
edit a filter that was shared with you, either clone (aka copy) the shared filter, or ask your JIRA administrator
to change the filter's ownership.
Update the filter's details:
1. Click the My tab on the 'Manage Filters' page.
2. Locate the filter you wish to update, click the cog icon > Edit.
3. The Edit Current Filter page displays, where you can update the filter details as required.
4. Click Save to save your changes.
Update the filter's search criteria:
1. Click the My tab on the 'Manage Filters' page.
2. Locate the filter you want to update and run it.
3. Update the search criteria as desired, and rerun the query to ensure the update is valid. You will see
the word Edited displayed next to your filter name.
4. Click Save to overwrite the current filter with the updated search criteria. If you want discard your
changes instead, click the arrow next to the save button, and select Discard changes.

Deleting a filter

1. Click the My tab on the 'Manage Filters' page.

2. Locate the filter you wish to delete, click the cog icon > Delete.

Cloning a filter

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Documentation for JIRA Service Desk 3.1 168

You can clone any filter – which is just a way of making a copy that you own – that was either created by you
or shared with you.
1. Locate the filter you wish to clone and run it.
2. Update the search criteria as desired. Click the arrow next to the Save button, and select Save > Save
as to create a new filter from the existing filter.

Adding a filter as a favorite

Filters that you've created or that have been shared by others can be added to your favorite filters. Favorite
filters are listed in the menu under Issues > Filters, and in the left panel of the issue navigator.
1. Locate the filter you wish to add as a favorite.
2. Click the star icon next to the filter name to add it to your favorites.

Sharing a filter

Filters that you have created can be shared with other users via user groups, projects, and project roles.
They can also be shared globally. Any filter that is shared is visible to users who have the 'JIRA
Administrators' global permission. See Managing other users' shared filters below.
1. Click the My tab on the 'Manage Filters' page.
2. Locate the filter you wish to share, click the cog icon > Edit.
3. Update the Add Shares field by selecting the group, project, or project role that you want to share the
filter with, and clicking Add. Note that you can only share filters with groups/roles of which you are a
member.
Why can't I see the filter's sharing configuration?
You need the Create Shared Object global permission to configure sharing for a filter. Contact your
JIRA administrator to obtain this permission.
4. Click Save to save your changes.
Tip: You can also share your filter by running it, then clicking Details > Edit Permissions.

Defining a filter-specific column order

You can add a defined column order to a saved filter, which displays the filter results according to the saved
column order. Otherwise, the results are displayed according to your personal column order (if you have set
this) or the system default.
Tip: To display your configured column order in a filter subscription, select 'HTML' for the 'Outgoing email
format' in your User Profile. If you receive text emails from JIRA, you won't be able to see your configured
column order.
To add a column layout to a saved filter:
1. Click the My tab on the 'Manage Filters' page.
2. Locate the filter you wish to update; click the filter's name to display the results. Be sure you are
viewing the filter in the List view so that you see the columns.
3. Configure the column order as desired by clicking on the column name and dragging it to the new
position. Your changes are saved and will be displayed the next time you view this filter.
To remove a filter's saved column layout:
1. Click the My tab on the 'Manage Filters' page.
2. Locate the filter you wish to update; click the filter's name to display the results. Be sure you are
viewing the filter in the List view so that you see the columns.
3. Click the Columns option on the top right of the displayed columns, and select Restore Defaults in
the displayed window.

Exporting column ordered issues

When the results of a saved filter are exported to Excel, the column order and choice of columns are those
that were saved with the filter. Even if a user has configured a personal column order for the results on the
screen, the saved configuration is used for the Excel export. To export using your own configuration, save
a copy of the filter along with your configuration, and then export the results to Excel.

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Documentation for JIRA Service Desk 3.1 169

Subscribing to a filter

See Working with search results.

Managing other user's shared filters

A shared filter is a filter whose creator has shared that filter with other users. Refer to Sharing a filter above
for details. When a shared filter is created by a user, that user:
Initially 'owns' the shared filter.
Being the owner, can edit and modify the shared filter.
If you have the JIRA Administrators global permission, you can manage shared filters that were created by
other users. For instructions, see Managing shared filters.

Next steps

Read the following related topics:

Searching for issues
Basic searching
Advanced searching
Working with search results

Working with search results

Once you have run a search, your search results will be displayed in the
issue navigator. You may want to triage the entire list of issues or may be
looking for just one. This page will show you what you can do with your
search results, from changing what you see in the issue navigator to
modifying the issues.

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Documentation for JIRA Service Desk 3.1 170

On this page:
Changing
your view
of the
search
results
Working
with
individual
issues
Sharing
your
search
results
Displaying
your
search
results in
Confluenc
e
Displaying
your
search
results as
a chart
Exporting
your
search
results
Subscribin
g to your
search
results
Bulk
modifying
issues in
your
search
results
Next steps

The following screenshot provides an overview of the key features of the issue navigator.
Screenshot: Issue navigator (Detail view)

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Documentation for JIRA Service Desk 3.1 171

Changing your view of the search results

List view Click the

or Detail
view dropdown to switch between List view and Detail view for your search results.
List view: Shows your search results as a list of issues. This view is easiest to scan and
is best when you only need to know a few details about each issue.
Detail view: Shows your search results as a list of issues, with the right panel showing
the details of the currently selected issue. This view is best when you need more
information about the individual issues, or you want to quickly edit issues as you go (via
inline edit for certain fields).

Change Click the column name. If you click the same column name more than once, the sort order
the sort will switch between ascending and descending. Note:
order
You cannot sort by the 'Images' column nor the sub-task aggregate columns (i.e. all
columns beginning with '').
If you sort the search results for an advanced search, an 'ORDER BY' clause will be
added/updated for your JQL query to reflect the order of issues in your search results.

Columns You can create different column configurations for yourself and for specific filters. To switch
— between different column configurations, click Columns and select one of the following tabs:
show/hide
and move My Defaults: This is your default column configuration for search results.
Filter: This is enabled if you are viewing the search results for a filter. It will override your
default column configuration.
System (shows if you are a JIRA administrator): This is the column configuration that
applies to all users. It will be overridden by a user's default column configuration and
filter-specific column configurations.
You can also modify any of these configurations. Make sure you have switched the desired
configuration, then do the following:
Show/hide columns: Click Columns, choose the desired columns, then click Done.
Move a column: Click the column name and drag it to the desired position.
Why can't I add a column to my column configuration?
If you cannot find a column, please make sure that you haven't run in to any of the
following restrictions:
You can only see columns for issue fields that have not been hidden and that you
have permissions to see.
It is possible to add any of the existing custom fields to the column list, as long as the
fields are visible, and you have the right permissions.
Some custom fields, even if selected, do not appear in the Issue Navigator for all
issues. For example, project-specific custom fields will be shown only if the filter has
been restricted to that project only. Issue type custom fields will only appear if the filter
has been restricted to that issue type.

Working with individual issues

You can action individual issues in your search results, directly from the issue navigator. Note that the list of
issues will remain constant even if you change an issue, so that it doesn't meet the original search
criteria. The advantage of this is that you have a constant set of search results that you can work from when
triaging issues.

View an issue Click the key or summary of the issue.

If you are in List view, you will redirected to the issue (leaving the search results
page).
If you are in Detail view, the issue details will display in the right panel.

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Documentation for JIRA Service Desk 3.1 172

Action an To action an issue (e.g. edit it, transition it, log work on it, etc):
issue
If you are in List view, click the cog icon and select from the options.
If you are in Detail view, select the issue and action it the issue via the details panel.
You can also select an issue and action it via keyboard shortcuts in either views.
Tip: use the 'j' and 'k' keys to select the previous/next issue in the issue navigator.

Sharing your search results

Click Share in the issue navigator to email a link to a search result or shared filter.
Recipients will receive an email with a link to the search result and the content of the Note field (if
specified). The subject of the email will state that you (using your username) shared the issue.
If you share the results of a filter, rather than an ad-hoc search, recipients will receive a link to the
filter. Note, if the recipient does not have permission to view the filter, they will receive a link to the
search results instead.

Displaying your search results in Confluence

If your JIRA applications are connected to Confluence, you can display your search results on a Confluence
page using the JIRA issues macro. For instructions, see JIRA issues macro.

Displaying your search results as a chart

Click Export > Charts. Choose the desired chart from the dialog that is displayed, then click Save to
Dashboard.
The chart will be added to your dashboard.

Exporting your search results

Excel Click Export > Excel (All fields) or Export > Excel (Current fields).
Excel (All fields): this will create a spreadsheet column for every issue field (excluding
comments).
Note: This will only show the custom fields that are available for all of the issues in the search
results. For example, a field that is only available for one project when your search results has
issues from multiple projects.
Excel (Current fields): this will create a spreadsheet column for the issue fields that are
currently displayed.
Note, large exports (e.g. many hundreds of issues) are not recommended. You can change the
number of issues that are exported, by changing the value of the tempMax parameter in the URL.

Word Click Export > Word.

The export will include the Description, Comments, and all other issue data, not just the issue
fields that are currently configured in your Issue Navigator. Note, large exports (e.g. hundreds of
issues) are not recommended.

XML Click Export > XML.

You can use the URL of the XML view in a Confluence JIRA issues macro. However, you can also
use the JQL or the URL of the issue search, which are easier to get.
To restrict which issue fields are returned in the XML export, specify the field parameter in your
URL. For example, to include only the Issue key and Summary, add &field=key&field=summ
ary to the URL. If the field parameter is not specified, the XML output will include all the issue
fields. Otherwise, if one or more field parameters are specified, the XML output will contain only
the Issue key plus your chosen field(s). See the "List of fields for field parameter" below.

List of fields for field parameter (XML exports):

Show me...

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Value Sample XML output

title
<title>[TEST-4] This is a test</title>

link
<link>https://extranet.atlassian.com:443/jira/browse/TEST-

project (or pid)

<project id="10330" key="TST">Test</project>

description
<description>This is a detailed description of the issue.<

environment
<environment>Sydney network<environment>

key
<key id="22574">TEST-4</key>

summary
<summary>This is a test<summary>

type (or issuetype)

<type id="3" iconUrl="https://extranet.atlassian.com:443/j

parent
<parent id="22620">TEST-5</parent>

priority
<priority id="4"
iconUrl="https://extranet.atlassian.com:443/jira/images/ic

status
<status id="5"
iconUrl="https://extranet.atlassian.com:443/jira/images/ic

resolution
<resolution id="1">Fixed</resolution>

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labels
<labels>
<label>focus</label>
<labels>

assignee
<assignee username="jsmith">John Smith</assignee>

reporter
<assignee username="jsmith">John Smith</assignee>

security
<security id="10021">Private</security>

created
<created>Mon, 1 Sep 2008 17:30:03 -0500 (CDT)>/created>

updated
<updated>Mon, 1 Sep 2008 17:30:03 -0500 (CDT)>/updated>

resolved (or resolutiondate)

<resolved>Mon, 1 Sep 2008 17:30:03 -0500 (CDT)>/resolved>

due (or duedate)

<due>Mon, 1 Sep 2008 17:30:03 -0500 (CDT)>/due>

version (or versions)

<version>2.4.7</version>

fixfor (or fixVersions)

<fixVersion>2.6</fixVersion>

component (or components)

<component>Documentation</component>

votes
<votes>1</votes>

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comments (or comment)

<comments>
<comment id="39270" author="jsmith" created="Tue, 24 F
familiar</comment>
<comment id="39273" author="jbrown" created="Tue, 24 F
too</comment>
</comments>

attachments (or attachment)

<attachments>
<attachment id="30318" name="Issue Navigator - Atlassia
created="Mon, 9 Feb 2009 13:32:58 -0600 (CST)"/>
<attachment id="30323" name="Windows XP (with Firefox 3
created="Tue, 10 Feb 2009 00:30:11 -0600 (CST)"/>
</attachments>

timeoriginalestimate
<timeoriginalestimate seconds="600">10 minutes</timeorigin

timeestimate
<timeestimate seconds="300">5 minutes</timeestimate>

timespent
<timespent seconds="300">5 minutes</timespent>

aggregatetimeoriginalestimate
<aggregatetimeoriginalestimate seconds="36000">10 hours</a

aggregatetimeestimate
<aggregatetimeremainingestimate seconds="18000">5 hours</a

aggregatetimespent
<aggregatetimespent seconds="18000">5 hours</aggregatetime

timetracking
<timeoriginalestimate seconds="600">10 minutes</timeorigin
<timeestimate seconds="300">5 minutes</timeestimate>
<timespent seconds="300">5 minutes</timespent>
<aggregatetimeoriginalestimate seconds="36000">10 hours</a
<aggregatetimeremainingestimate seconds="18000">5 hours</a
<aggregatetimespent seconds="18000">5 hours</aggregatetime

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issuelinks
<issuelinks>
<issuelinktype id="10020">
<name>Duplicate</name>
<inwardlinks description="is duplicated by">
<issuelink>
<issuekey id="22477">INTSYS-1009</issuekey
</issuelink>
</inwardlinks>
</issuelinktype>
</issuelinks>

subtasks (or subtask)

<subtasks>
<subtask id="22623">TEST-8</subtask>
</subtasks>

customfield_xxxxx
<customfields>
<customfield id="customfield_10112"
key="com.atlassian.jira.plugin.system.customfieldtypes:sel
<customfieldname>Department</customfieldname>
<customfieldvalues>
<customfieldvalue>Adminstration</customfieldva
</customfieldvalues>
</customfield>
</customfields>

allcustom
<customfields>
<customfield id="customfield_10112"
key="com.atlassian.jira.plugin.system.customfieldtypes:sel
<customfieldname>Department</customfieldname>
<customfieldvalues>
<customfieldvalue>Adminstration</customfieldva
</customfieldvalues>
</customfield>
<customfield id="customfield_10111"
key="com.atlassian.jira.plugin.system.customfieldtypes:sel
<customfieldname>Expenditure Type</customfieldname
<customfieldvalues>
<customfieldvalue>Operating</customfieldvalue>
</customfieldvalues>
</customfield>
</customfields>

Subscribing to your search results

A subscription provides you with a periodic notification for all issues returned by the search. If you want to be
notified when a particular issue changes, you should watch the issue instead.

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Documentation for JIRA Service Desk 3.1 177

Email Your search must be saved as a filter, if you want to create an email subscription for it. You can
create a subscription of any frequency for yourself and/or other users. Note, only the first 200
results of a filter are sent.
1. Run the filter that you want to subscribe to, then click Details (next to filter name).
2. Fill in the 'Filter Subscription form' and click Subscribe.
More information:
If you choose 'Advanced' for your Schedule, see this page for help on constructing Cron
expressions.
If you want to specify a group as a recipient:
You must have the 'Manage Group Filter Subscriptions' global permission.
Be aware that the emailed filter results will be specific to each recipient. For example, if the
filter uses the currentUser() function, the search results will be evaluated with the
recipient as the current user. This does not apply to distribution lists (group email aliases).
Be careful about sharing a subscription with a group with many members, as it can take a
long time to generate the emails to be sent, since the search needs to be executed for
each user (as per the previous point).

RSS Click Export > RSS (Issues) or Export > RSS (Comments). The URL of the page that shows
can be used in your feed reader.
Tips:
You can change the number of issues that are returned, by changing the value of the tempMa
x parameter in the URL.
If you only want to receive current comments in an RSS feed, use the Date Updated field
when doing a search. For example, to only receive comments created in the last week, add
the Date Update field and set it to updated within the last 1 week.
You may need to log into your JIRA applications to view restricted data in your feed. If so, you
can add os_authType=basic to the feed URL
(e.g. http://mycompany.com/anypage?os_authType=basic) to show a login dialog
when viewing the feed.

Bulk modifying issues in your search results

Bulk operations let you action multiple issues at once. These actions include transitioning issues, deleting
issues, moving issues, and watching/unwatching issues.
Click Tools > Bulk Change: all <N> issue(s) and follow the 'Bulk Operation' wizard.
For more information, see Editing multiple issues at the same time.

Next steps

Read the following related topics:

Searching for issues
Constructing cron expressions for a filter subscription

Constructing cron expressions for a filter subscription

This page describes how to construct a cron expression. Cron expressions can be used when creating a
subscription to a filter, as described in Working with search results.
A cron expression gives you more control over the frequency, compared to the default schedules. For example,
you could define a cron expression to notify you at 8:15 am on the second Friday of every month.

Constructing a cron expression

A cron expression is a string of fields separated by spaces. The following table displays the fields of a cron
expression, in the order that they must be specified (from left to right):

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Documentation for JIRA Service Desk 3.1 178

Second Minute Hour Day-of-month Month Day-of-week Year

(optional)

Allowed 0-59 0-59 0-23 1-31 1-12 or 1-7 or 1970-2099

values JAN-DEC SUN-SAT

Allowed ,-*/ ,-*/ ,-*/ ,-*/?LWC ,-*/ ,-*/?LC# ,-*/

special
characters

Note, cron expressions are not case-sensitive.

Here is an example:

0 15 8 ? JAN MON 2014

This literally translates to 0 second, 15 minute, 8 hour, any day of the month, January, 2014.
In plain English, this represents 8:15am on every Monday during January of 2014. Note, the ? character means
"no particular value". In this example, we've set the Day-of-month to no particular value. We don't need to
specify it, as we've specified a Day-of-week value. Read more about special characters in the next section.
More examples of cron expressions are explained in the Examples section at the bottom of this page.

Special characters

Special Usage
character

, Specifies a list of values. For example, in the Day-of-week field, 'MON,WED,FRI' means 'every
Monday, Wednesday, and Friday'.

- Specifies a range of values. For example, in the Day-of-week field, 'MON-FRI' means 'every
Monday, Tuesday, Wednesday, Thursday and Friday'.

* Specifies all possible values. For example, in the Hour field, '*' means 'every hour of the day'.

/ Specifies increments to the given value. For example, in the Minute field, '0/15' means 'every 15
minutes during the hour, starting at minute zero'.

? Specifies no particular value. This is useful when you need to specify a value for one of the two
fields Day-of-month or Day-of-week, but not the other.

L Specifies the last possible value; this has different meanings depending on context. In the Day-of
-week field, 'L' on its own means 'the last day of every week' (i.e. 'every Saturday'), or if used
after another value, means 'the last xxx day of the month' (e.g. 'SATL' and '7L' both mean 'the
last Saturday of the month). In the Day-of-month field, 'L' on its own means 'the last day of the
month', or 'LW' means 'the last weekday of the month'.

W Specifies the weekday (Monday-Friday) nearest the given day of the month. For example, '1W'
means 'the nearest weekday to the 1st of the month' (note that if the 1st is a Saturday, the email
will be sent on the nearest weekday within the same month, i.e. on Monday 3rd). 'W' can only be
used when the day-of-month is a single day, not a range or list of days.

# Specifies the nth occurrence of a given day of the week. For example, 'TUES#2' (or '3#2') means
'the second Tuesday of the month'.

Examples

0 15 8 ? * * Every day at 8:15 pm.

0 15 8 * * ? Every day at 8:15 am.

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Documentation for JIRA Service Desk 3.1 179

0 * 14 * * ? Every minute starting at 2:00 pm and ending at 2:59 pm, every day.

0 0/5 14 * * ? Every 5 minutes starting at 2:00 pm and ending at 2:55 pm, every day.

0 0/5 14,18 * * Every 5 minutes starting at 2:00 pm and ending at 2:55 pm, AND every 5 minutes
? starting at 6:00 pm and ending at 6:55 pm, every day.

0 0-5 14 * * ? Every minute starting at 2:00 pm and ending at 2:05 pm, every day.

0 0/10 * * * ? Every 10 minutes, forever.

*

0 10,44 14 ? 3 2:10 pm and 2:44 pm every Wednesday in the month of March.

WED

0 15 8 ? * 8:15 am every Monday, Tuesday, Wednesday, Thursday, and Friday.

MON-FRI

0 15 8 15 * ? 8:15 am on the 15th day of every month.

0 15 8 L * ? 8:15 am on the last day of every month.

0 15 8 LW * ? 8:15 am on the last weekday of every month.

0 15 8 ? * 6L 8:15 am on the last Friday of every month.

0 15 8 ? * 6#2 8:15 am on the second Friday of every month.

0 15 8 ? * 6#2 8:15 am on the second Friday of every month during the years 2007, 2008, and 2009.
2007-2009

Configuring dashboards
Your dashboard is the main display you see when you log in to your project. On this page:
You can create multiple dashboards for different projects, or multiple
dashboards for one big project. Each project has a default dashboard, or About the
you can create a personal dashboard and add gadgets to keep track of default
assignments and issues you're working on. Dashboards are designed to dashboard
display gadgets that help your organize your projects, assignments, and Creating a
achievements in different charts. dashboard
Managing
You can see all dashboards by selecting the Dashboards drop-down from dashboard
your JIRA application header. s and
permission
s
Sharing
and editing
your
dashboard
Adding
favorite
dashboard
s
Note on
dashboard
permission
s
Setting up
a
Wallboard

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Documentation for JIRA Service Desk 3.1 180

About the default dashboard

The gadgets on the default dashboard can be reordered and switched between the left and right columns.
Additional gadgets can also be added, while some gadgets can be configured. The layout of the dashboard
(e.g. number of columns) can also be configured.
All changes made to the default dashboard will also change the dashboards of all users currently using the
default dashboard. However, gadgets that users do not have permissions to see will not be displayed to
them. For example, the 'Administration' gadget, although it may exist in the default dashboard configuration,
will not be visible to non-admin users.

Creating a dashboard

You can easily create and customize your own dashboard to display the information you need. Note that only
administrators can customize the default dashboard for your project.
1. At the top right of the Dashboard, click the Tools menu.
2. Select either Create Dashboard to create a blank dashboard, or Copy Dashboard to create a copy
of the dashboard you are currently viewing.
3. Name and describe your dashboard.
4. Fill out the rest of the fields as applicable.
5. Click Add.
By default, sharing is set to private if you have not specified a personal preference. You can adjust this
setting in the sharing preferences in your user profile, and change dashboard permissions at any time in
the Manage Dashboards page.

Choosing a dashboard layout

To choose a different layout for your dashboard page (e.g. three columns instead of two):
1. At the top right of the Dashboard, click the 'Edit Layout' link. A selection of layouts will be displayed:

2. Select your preferred layout.

Managing gadgets

To get the most out of your dashboard, including adding, rearranging, removing, and configuring gadgets,
see Adding and customizing gadgets.

Managing dashboards and permissions

You can edit, delete, copy, mark favorites, and share your dashboards from the Manage Dashboards page.
1. Select Dashboards > Manage Dashboards.
2. Choose the dashboard.

Sharing and editing your dashboard

You can edit the details for your dashboard, and restrict or share with other users according to the
permissions that are set. In addition, you can see all the dashboards you've created, any public dashboards,
and any shared dashboards.
1. Click

> Edit/Share > Add sharing permissions.

2. Edit the settings.

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Adding favorite dashboards

If you find a dashboard you like, click the star icon next to its name to add it to your favorite dashboards list.
You can also add the default dashboard to your favorites list so it's easily available to you.

Note on dashboard permissions

JIRA administrators, as set in global permissions, can manage their users' shared dashboards in the Shared
dashboards menu. Administrators can also change the ownership of a dashboard if the creator is unable to
maintain the dashboard or its gadgets. See Managing shared dashboards for more information.

Setting up a Wallboard

Turn any JIRA application dashboard into a wallboard by plugging your computer into a TV monitor. The
Wallboard is a dashboard gadget that acts as an information radiator to provide instant visual insight into
project progress and team accomplishments. With your favorite dashboard selected, click Tools > View as
Wallboard. The dashboard will appear against a black background, and will rotate gadgets if the user
enables the slideshow option.
The Wallboard below shows the same Created vs. Resolved Issues gadgets and data above.

Adding and customizing gadgets

Adding a gadget to a dashboard

You can add gadgets to your own personal dashboard(s). To add a gadget to the default dashboard for your
JIRA application, you must be a JIRA admin.
Some applications allow dashboards that are shared by groups of people. If you have permission to update a
shared dashboard, the other people sharing the dashboard will see your changes, too.
1. Go to the dashboard by selecting the Dashboard link in the header.
2. On the dashboard, Click Add Gadget.
3. Use the gadget wizard to choose the gadgets you want to add. You can see a list of these gadgets in Gad
gets for JIRA applications.
For more information about managing dashboards, see Configuring dashboards.

Customizing how gadgets look

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Documentation for JIRA Service Desk 3.1 182

There are a few ways you can customize the view of gadgets in a dashboard:

To Do this

Expand or Use the

collapse
gadgets button in the gadget header.

Expand a Use the

gadget to take
up the entire button in the gadget header.
dashboard Notes...
This view often provides more functionality than is available in the standard view of the
gadget. Only some gadgets provide the maximized or canvas view. The canvas view
setting is stored in a cookie, and is not saved to the dashboard server.

Rearrange Use the

gadgets
button in the gadget header.

Customize the Use the

gadget frames
button in the gadget header.
Delete a gadget

Custom gadgets

You need administrator privileges to add a gadget to the list of available gadgets. If you have permission to add
gadgets to and remove gadgets from the directory itself, you will see the ' Add Gadget to Directory' and 'Remov
e' buttons on the 'Add Gadget' screen. This functionality is only available for the Server version of applications; if
you would like to add an Atlassian gadget to a directory in your Cloud site, please contact Atlassian Support.
Gadgets for JIRA applications

Gadgets let you customize the information that appears on dashboards in JIRA applications (or on your
wallboards, if you use dashboards for that purpose). This page lists all of the gadgets available for JIRA
applications and which ones they're available for.

Gadget JIRA JIRA JIRA Use it to

Core Software Service
Desk

Activity See the activity in your instance: it's like a Facebook feed for your in
Stream stance!

Sprint See the burndown for a given sprint in a handy line chart.
Burndown Notes...
Gadget The vertical axis represents your configured estimation
statistic.
The gadget will only display sprints that have not been comp
leted.

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Sprint Seeing a summary of the issues in a sprint in a handy color-coded

Health bar graph.
Gadget Notes...
The colors in this gadget match the colors in your column
configuration.
The work completed is calculated based on the estimation
statistic used for your board. This is reflected by the green
part of the progress bar. For example, if you have 50 story
points in a sprint and you have 3 issues with 10 story points
that have been resolved, the 'Work complete' will be 20%
(i.e. 10 out of 50 story points).
The gadget won't reflect the progress from work logged in
the 'Remaining Estimate' and 'Time Spent' fields in JIRA.
Adding or removing an issue from a sprint, after it has
started is considered a change of scope. The percentage is
calculated using the statistic that is configured for the board.
For example, if you started a sprint with 50 story points and
add an issue with 5 story points, the Sprint Health gadget
would show a 10% scope change.
If you add/remove issues that don't have estimates, the
scope change will not be altered.
If you're using Time Tracking, Scope Change will not be
shown.
The "blocker" field counts all blockers that are in 'To Do' or
'In Progress'.

Version Track the projected release date for a version. This helps you
Report monitor whether the version will release on time, so you can take
action if work is falling behind.

Agile Know how you're tracking with an agile board displayed on your
Wallboard wallboard (or dashboard).
Gadget

Assigned to Quickly see all the unresolved issues assigned to you.

Me

Average Want to know the average age of unresolved issues? This gadget
Age Chart tells you just that.
Notes...
The report is based on your choice of project or issue filter,
and your chosen units of time (i.e. hours, days, weeks,
months, quarters or years).
For the purposes of this gadget, an issue is defined as
unresolved if it has no value in the system resolution field.
The age of an issue is the difference between the current
date and the created date of the issue.

Average Displays the average number of times issues have been in a status.
Number of
Times in
Status

Average Displays the average number of days issues have spent in status.
Time in
Status

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Bamboo Checking out Bamboo plan stats in your dashboard.

Charts Notes...
Your JIRA administrator must have configured the Bamboo
plugin on your JIRA server, if you want to add the Bamboo
Charts gadget to your dashboard. If you have added multiple
Bamboo servers in JIRA there will be one Bamboo Charts
gadget available per server, e.g. 'Bamboo Charts Gadget
from http://172.20.5.83:8085', 'Bamboo Charts Gadget from
http://172.19.6.93:8085', etc.
When you add this gadget to your JIRA dashboard, you may
see a message similar to this:
The website (container) you have placed this
gadget on is unauthorized. Please contact your
system administrator to have it approved.
To fix this problem, you will need to configure your Bamboo
site to allow JIRA to draw information from it via gadgets on
the JIRA dashboard. To do this, your JIRA administrator first
needs to define your JIRA site as an OAuth consumer in
Bamboo. You will then be required to perform a once-off
authentication before your gadget will display correctly.

Bamboo Seeing a graphical summary of a Bamboo build plan.

Plan Notes...
Summary Your JIRA administrator must have configured the Bamboo
Chart plugin on your JIRA server, if you want to add the Bamboo
Charts gadget to your dashboard. If you have added multiple
Bamboo servers in JIRA there will be one Bamboo Charts
gadget available per server, e.g. 'Bamboo Charts Gadget
from http://172.20.5.83:8085', 'Bamboo Charts Gadget from
http://172.19.6.93:8085', etc.
When you add this gadget to your JIRA dashboard, you may
see a message similar to this:
The website (container) you have placed this
gadget on is unauthorized. Please contact your
system administrator to have it approved.
To fix this problem, you will need to configure your Bamboo
site to allow JIRA to draw information from it via gadgets on
the JIRA dashboard. To do this, your JIRA administrator first
needs to define your JIRA site as an OAuth consumer in
Bamboo. You will then be required to perform a once-off
authentication before your gadget will display correctly.

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Documentation for JIRA Service Desk 3.1 185

Bamboo Seeing a list of all plans on a particular Bamboo server and each
Plans plan's current status.
Notes...
Your JIRA administrator must have configured the Bamboo
plugin on your JIRA server, if you want to add the Bamboo
Charts gadget to your dashboard. If you have added multiple
Bamboo servers in JIRA there will be one Bamboo Charts
gadget available per server, e.g. 'Bamboo Charts Gadget
from http://172.20.5.83:8085', 'Bamboo Charts Gadget from
http://172.19.6.93:8085', etc.
When you add this gadget to your JIRA dashboard, you may
see a message similar to this:
The website (container) you have placed this
gadget on is unauthorized. Please contact your
system administrator to have it approved.
To fix this problem, you will need to configure your Bamboo
site to allow JIRA to draw information from it via gadgets on
the JIRA dashboard. To do this, your JIRA administrator first
needs to define your JIRA site as an OAuth consumer in
Bamboo. You will then be required to perform a once-off
authentication before your gadget will display correctly.

Clover Seeing the Clover coverage of plans from a particular Bamboo

Coverage server.
Notes...
Your JIRA administrator must have configured the Bamboo
plugin on your JIRA server, if you want to add the Bamboo
Charts gadget to your dashboard. If you have added multiple
Bamboo servers in JIRA there will be one Bamboo Charts
gadget available per server, e.g. 'Bamboo Charts Gadget
from http://172.20.5.83:8085', 'Bamboo Charts Gadget from
http://172.19.6.93:8085', etc.
When you add this gadget to your JIRA dashboard, you may
see a message similar to this:
The website (container) you have placed this
gadget on is unauthorized. Please contact your
system administrator to have it approved.
To fix this problem, you will need to configure your Bamboo
site to allow JIRA to draw information from it via gadgets on
the JIRA dashboard. To do this, your JIRA administrator first
needs to define your JIRA site as an OAuth consumer in
Bamboo. You will then be required to perform a once-off
authentication before your gadget will display correctly.

Created vs. Checking your progress by seeing the number of issues created vs
Resolved number of issues resolved over a given period of time.
Chart Notes...
The chart is based on your choice of project or issue filter,
and the chart can either be cumulative or not.
An issue is marked as resolved in a period if it has a
resolution date in that period.
The resolution date is the last date that the Resolution field
was set to any non-empty value.

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Crucible Seeing statistical summaries of your code reviews.

Charts Notes...
Your JIRA administrator must have configured the FishEye
plugin on your JIRA server, if you want to add the Crucible
Charts gadget to your dashboard (not applicable to JIRA
Cloud).

Days Countdown! See how many working days you have before the
Remaining current sprint ends.
in Sprint
Gadget

Favorite See a list of all the issue filters that have currently been added by
Filters you as a favorite filter.

Filter Seeing the results of a specified issue filter on the dashboard.

Results

FishEye Chart LOC data from a FishEye repository.

Charts

FishEye Get two charts about your repo in one: lines of code and commit
Recent activity.
Changesets Notes...
Your JIRA administrator must have configured the FishEye
plugin on your JIRA server, if you want to add the Crucible
Charts gadget to your dashboard (not applicable to JIRA
Cloud).

Introduction Say hello to users with a configurable message on the dashboard.

Notes...
The text/html displayed in the introduction gadget is
configured by your JIRA administrator, through the JIRA
configuration page.

Issue See the issues returned from a specified project or saved filter
Statistics (grouped by a specified field).

Issues In Time to work! See all issues that are currently in progress and
Progress assigned to you.

JIRA Issues Generating a calendar-based view of due dates for issues and
Calendar versions
Notes...
The JIRA Calendar plugin is required for this gadget to be
available.

JIRA Road See which versions are due for release in a given period, as well as
Map a summary of the progress made towards completing the issues in
the versions.

Labels Use this gadget to see a list of all the labels used in a given project.
Gadget

Pie Chart See the issues returned from a specified project or issue filter,
grouped by a specified field.

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Quick Links Link to frequently-used searches and operations.

Recently See the rate at which issues are being created, as well as how
Created many of those created issues are resolved - all in a bar chart.
Chart

Resolution Check trends in the average time taken to resolve issues.

Time Notes...
The report is based on your choice of project or issue filter,
and your chosen units of time (ie. hours, days, weeks,
months, quarters or years).
The 'Resolution Time' is the difference between an issue's
Resolution Date and Created date.
If a Resolution Date is not set, the issue won't be counted in
this gadget.
The Resolution Date is the last date that the system
Resolution field was set to any non-empty value.

Text Display your specified HTML text on the dashboard.

Notes...
This gadget is only available if your JIRA administrator has
enabled it. It is disabled by default because it is a potential
security risk, as it can contain arbitrary HTML which could
potentially make your JIRA system vulnerable to XSS
attacks.
To enable the text gadget: Choose
> Add-ons. The 'Find add-ons' screen shows add-ons
available via the Atlassian Marketplace. Choose Manage
add-ons to view the plugins currently installed on your JIRA
site. Enable the Text module in the Atlassian JIRA -
Plugins - Gadgets Plugin (You need to select the System
add-ons from the drop-down).
If you cannot enable the text gadget, please contact Atlassia
n Support for assistance.

Test View a list of test sessions.

Sessions

Time Since See a bar chart showing the number of issues for which your
Chart chosen field (e.g. 'Created', 'Updated', 'Due', 'Resolved', or a
custom field) was set on a given date.
Notes...
'Resolved' here is the system Resolution Date field, which is
the last date that the system Resolution field was set to any
non-empty value.
The report is based on your choice of project or issue filter,
and your chosen units of time (ie. hours, days, weeks,
months, quarters or years).

Time to Displays the number of hours taken to respond to issues for a

First project or filter.
Response

Two See data based on a specified issue filter (For example, you could
Dimensional create a filter to retrieve all open issues in a particular project. You
Filter can then configure the gadget to display the statistical data on this
Statistics collection of issues, in a table with configurable axes.

Voted See all the issues you've voted for.

Issues

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Documentation for JIRA Service Desk 3.1 188

Watched Seeing all the issues you're watching.

Issues

Workload Displays the matching issues for a project or filter as a pie chart.
Pie Chart

Managing your user profile

You can manage your JIRA settings (e.g. your password, email address, or On this page:
the format in which you would like to receive email notifications) in your user
profile. Your user profile also displays recent work in the Activity Stream, Editing
and contains useful shortcuts to issues you have been working on or your user
reported. details
Changing
To manage your user profile: your avatar
Choosing
Choose your user name at top right of the screen, then choose Profile.
your
homepage
Managing
email
notification
s
Managing
your user
preference
s
Managing
service
desk
preference
s
Managing
your
OAuth and
login
tokens

Editing your user details

In the Details section on the Summary page, click the edit icon

at the top-right of the section to edit your display name, email address, and password. If
your JIRA administrator has configured the user directory with external password management, the Change
Password link will not be available.

Changing your avatar

Select

or your current avatar to change the image that appears next to your name in JIRA. If your administrator
has enabled Gravatar for user avatars, your Gravatar (i.e. the Gravatar associated with the email address in
your user profile) will automatically be set as your user avatar. If Gravatar has been enabled, you will not be
able to choose JIRA -specific user avatars and vice versa. using Gravatar.com. If Gravatar has been
disabled, you can choose your user avatar from the ones pre-packaged with JIRA or upload your own.

Your cropped image is resized to 48x48 pixels before it is saved as your new custom user
avatar.
A separate 16x16 pixel version of your custom user avatar will be generated for use
in comments.
Custom user avatars can only be selected by the user who uploaded them.

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Choosing your homepage

Your JIRA home page is the JIRA page you are presented with immediately after you log in.
You can configure the following JIRA pages as your JIRA home page:
The Dashboard
The Issue Navigator
The Rapid Board (available if you're using JIRA Software)
1. Click on your profile icon at the top right of the screen.
2. Select the appropriate home page option within the My JIRA Home section:
Dashboard
Issue Navigator
Rapid Board (available if you're using JIRA Software)
Your page will be reloaded the JIRA home page you selected.
3. (Optional) To verify that your JIRA home page has been reset, log out and log back in to JIRA again.
You should be taken directly to the JIRA home page you selected in the previous step.

Managing email notifications

In the Preferences section on the Summary page, click the edit icon

at the top-right of the section to open the Updated User Preferences dialog box. You can then manage the
following:
Change the Email Type to change the format (plain text or HTML) in which JIRA sends its outgoing
email notifications.
In My Changes, Choose between making JIRA send you email notifications about issue updates
made by either both you and other people (Notify me) or other people only (i.e. Do not notify me).

Managing your user preferences

The global defaults for most of the user preferences below can be set by your JIRA administrator; however,
you can override these default settings by changing the following:
The Page Size, or number of issues displayed on each Issue Navigator page
Your preferred language from the drop-down list. If you don't see your preferred language in the list,
see Translating JIRA for more information.
Your time zone specified in your profile doesn't match the time zone of the computer you are working
on, JIRA will ask if you want to update this selected time zone setting. All time fields in JIRA will now
be displayed in your preferred time zone.
Choose the default Sharing setting for when you create new filters and dashboards, which can be
either shared with all other users (Public) or restricted.
Choose to enable or disable JIRA's keyboard shortcuts feature.
Choose between allowing JIRA to make you an autowatcher of any issue that you create or comment
on.

Managing service desk preferences

Service desk agents can enable or disable the Pre-populated commenting field by editing their user
profiles. This setting can help save time by pre-filling conversation greeting text when agents comment on
customer issues. When enabled the following text appears in the comment field and in the email notification
sent to customers:

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Documentation for JIRA Service Desk 3.1 190

Managing your OAuth and login tokens

An OAuth access token is issued by JIRA to give gadgets access to restricted data on an external,
OAuth-compliant web application or website (also known as a "consumer"). Check out Allowing OAuth
access for recommendations on when to issue or revoke OAuth access tokens.
If you are accessing your JIRA applications in a public environment, you can clear you login tokens by
clicking the Clear all Tokens link in the Details section of your Profile.

Allowing OAuth access

About OAuth access tokens On this page:
About
OAuth access tokens allow you to:
OAuth
Use a JIRA gadget on an external, OAuth-compliant web application access
or website (also known as a 'consumer') tokens
Grant this gadget access to JIRA data which is restricted or privy to Before you
your JIRA user account. begin
Issuing
OAuth
Before you begin
access
tokens
Your JIRA administrator must establish an OAuth relationship with this
Revoking
external web application or instance by approving it as an OAuth consumer.
OAuth
For example, if you want to add a JIRA gadget to your Bamboo homepage
access
and allow this gadget to access your restricted JIRA data, then
tokens
your JIRA administrator must first approve Bamboo as an OAuth consumer.

The JIRA gadget on the 'consumer' is granted access to your JIRA data via an 'OAuth access token', which
acts as a type of 'key'. As long as the consumer is in possession of this access token, the JIRA gadget will be
able to access JIRA data that is both publicly available and privy to your JIRA user account. You can revoke
this access token at any time from your JIRA user account, otherwise, all access tokens expire after seven
days. Once the access token is revoked or has expired, the JIRA gadget will only have access to publicly
available data on your JIRA instance.
An OAuth access token will only appear in your user profile if the following conditions have been
met:
1. Your JIRA Administrator has established an application link using OAuth between your JIRA instance
and the consumer. JIRA Administrators should refer to Using AppLinks to link to other applications.
2. You have accessed a JIRA gadget on a consumer and have allowed this gadget access to your
JIRA data. See Issuing OAuth access tokens below for details on this process.
Screenshot: Viewing your OAuth Access Tokens

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Documentation for JIRA Service Desk 3.1 191

Issuing OAuth access tokens

An OAuth access token is issued by JIRA to provide one of its gadgets on a consumer, access to your
JIRA data (that is, data which is restricted to your JIRA user account).
1. When you are using a JIRA gadget on a consumer (such as Bamboo) and this gadget requires access
to your JIRA data, you will first be prompted to log in to JIRA (if you have not already done so).
2. Once you have logged in to JIRA, you will be prompted with a ' Request for Access' message:
Screenshot: Request for Access Message

At this point, JIRA is preparing to issue the JIRA gadget (on the consumer) with an OAuth access
token.
3. To grant the gadget access to your JIRA data, click the 'Approve Access' button. The consumer
application will receive the OAuth access token from your JIRA instance. This access token is specific
to this gadget and as long as the token resides with the gadget, your gadget will have access to your
JIRA data.

Revoking OAuth access tokens

You can revoke an OAuth access token to deny a JIRA gadget on a consumer access to JIRA data which is
restricted to your JIRA user account. You can only revoke OAuth access tokens that you have allowed JIRA
to issue previously.
1. Choose your user name at top right of the screen, then choose Profile.
2. Click the 'Tools' menu and select the 'View OAuth Access Tokens' menu item.
3. The 'OAuth Access Tokens' page will be displayed.
Screenshot: Viewing your OAuth Access Tokens

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 3.
Documentation for JIRA Service Desk 3.1 192

Your list of OAuth access tokens is presented in a tabular format, with each access token presented in
separate rows and each property of these tokens presented in a separate columns. Refer to the OAut
h access token table details section below for more information about this table.
4. Locate the JIRA gadget and its associated consumer application whose OAuth access token you wish
to revoke and click its 'Revoke OAuth Access Token' link in the 'Actions' column.
5. You may be prompted to confirm this action. If so, click the ' OK' button.

The gadget's access token is revoked and the JIRA gadget on the consumer will only have access to
publicly available JIRA data.

OAuth access token table details

Column Description
name

Consumer The name of the JIRA gadget that was added on the consumer.

Consumer A description of this consumer application. This information would have been obtained from
Description the consumer's own OAuth settings when an OAuth relationship was established between
JIRA and that consumer.
If the consumer is another Atlassian application, this information is obtained from the Con
sumer Info tab's 'Description' field of the OAuth Administration settings. The application's
administrator can customize this Consumer Info detail.

Issued On The date on which the OAuth access token was issued to the consumer by JIRA. This would
have occurred immediately after you approved this gadget access to your JIRA data (privy to
your JIRA user account).

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Documentation for JIRA Service Desk 3.1 193

Expires On The date when the OAuth access token expires. This is seven days after the 'Issued On'
date. When this date is reached, the access token will be automatically removed from this
list.

Actions The functionality for revoking the access token.

Requesting add-ons

The Atlassian Marketplace website offers hundreds of add-ons that administrators can install to enhance and
extend your JIRA applications. If the add-on request feature is enabled for your instance, you can submit
requests for Marketplace add-ons directly to your administrator.
The 'Atlassian Marketplace for JIRA' page presents an integrated view of the Marketplace website from within
the JIRA user interface. The page offers the same features as the Marketplace website, such as add-on search
and category filtering, but tailors the browsing experience to JIRA application users.
This in-product view of the Marketplace gives day-to-day users of the Atlassian applications, not just
administrators, an easy way to discover the add-ons that can help them work. When you find an add-on of
interest, you can submit a request with just a few clicks.

Submitting an add-on request

1. From anywhere in the application, open your profile menu and choose Atlassian Marketplace.
2. In the Atlassian Marketplace page, use the search box to find add-ons or use the category menus to
browse or filter by add-ons by type, popularity, price or other criteria. You can see what your fellow users
have requested by choosing the Most Requested filter.
3. When you find an add-on that interests you, click Request to generate a request for your administrator.
4. Optionally, type a personal message to your administrators in the text box. This message is visible to
administrators in the details view for the add-on
5. When ready, click Submit Request.
6. Click Close to dismiss the 'Success!' message dialog box.
At this point, a notification appears in the interface your administrators use to administer add-ons. Also your
request message will appear in the add-on details view, visible from the administrator's 'Find New Add-ons'
page. From there, your administrator can purchase the add-on, try it out or dismiss requests.

Updating an add-on request

After submitting the request, you can update your message at any time. Click the Update Request button next
to the listing in the 'Atlassian Marketplace' page to modify the message to your administrator.
The administrator is not notified of the update. However, your updated message will appear, as you have
modified it in the details view for the add-on immediately.
Using keyboard shortcuts
Keyboard shortcuts are a great way for you to speed up editing, navigating, On this page:
and for performing actions without having to take your fingers off the View
keyboard. keyboard
shortcuts
Some keyboard shortcuts require additional permissions or applications, and
Enabling
depend on how your JIRA administrator(s) have configured permissions for
and
your user account and which applications are installed.
disabling
keyboard
shortcuts

View keyboard shortcuts

Choose

at top right of the screen, then choose Keyboard Shortcuts.

When viewing a page, press Shift + / .

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Documentation for JIRA Service Desk 3.1 194

The Keyboard Shortcuts dialog is displayed and shows commands for the operating system and browser that
you are using. The dialog is divided into sections for the following information:
Global shortcuts - shortcuts that can be used when you are in any part of JIRA
Navigating issues - shortcuts for navigating through issues
Issue actions - shortcuts for working with issues
App specific - any application-specific shortcuts. These shortcuts only work in the listed application.
More about the Keyboard Shortcuts dialog...
If you have other JIRA applications installed, you may have additional keyboard shortcuts available. For
example, if you have JIRA Software installed, you will see a series of additional keyboard shortcuts in the
lower-right of this dialog box (and some additional Global keyboard shortcuts specific to JIRA Software in
the upper-left section). However, the keyboard shortcuts in the Agile Shortcuts section only function in
JIRA Software, and not in a JIRA context.

Enabling and disabling keyboard shortcuts

Keyboard shortcuts are enabled by default. However, you can disable them on a per-user basis in
the Keyboard Shortcuts dialog box.
1. Ensure you are logged in and open the Keyboard Shortcuts dialog box (see above).
2. At the bottom of the Keyboard Shortcuts dialog box, click Disable Keyboard Shortcuts or Enable
Keyboard Shortcuts.
You can also disable or re-enable keyboard shortcuts by editing the Preferences section of your user
profile. See Managing your user profile for more information.

Modifier keys

Some keyboard shortcuts require modifier keys to be pressed simultaneously, along with a single 'action'
key. Modifier keys may differ, depending on your combination of operating system and web browser. The
following table identifies the modifier keys for some supported web browsers and operating systems:

Web Mac OS Windows Linux/Solaris Notes

Browser X

Firefox Ctrl Alt + Shift Alt + Shift In Firefox, it is possible to customize 'Modifier key
shortcuts'. Please read Mozilla's documentation for
more information.

Internet Alt Typing a 'Modifier key shortcut' that leads to a link

Explorer requires you to press the 'Enter' to complete the
action.

Safari Ctrl + Ctrl

Alt/Option

Chrome Ctrl + Alt + Shift Alt + Shift

Alt/Option

Organizing work with components

Components are used to organize or group customer requests in a service
desk project. You could set up a component for systems that your teams are
responsible for (e.g. company intranet), and then set a default assignee so
that any customer request about that system is assigned to the agent who
manages it.
You need to have the project-specific Administer Projects permission or
the JIRA Administrator global permission to be able to:
Add — create a new component against which issues can be aligned
Select a default assignee — choose who is automatically assigned
issues with that component assigned
Edit — change a components details

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Documentation for JIRA Service Desk 3.1 195

Delete — remove a component On this page:

Once a component has been created for a project, the 'Component' field Managing
becomes available for your issues. If you cannot see this field on your issue, a project's
your project may not have any components yet, or the field is hidden from component
view. s
Adding a
new
component
Selecting a
default
assignee
Editing a
component
's details
Deleting a
component

Managing a project's components

The easiest way to manage a project's components is through the Components page.
1. Choose

> Projects, and click the name of the project.

2. Choose Components in the sidebar. The Components page is displayed, showing a list of
components and each component's details. From here, you can manage the project's components as
described below.

Adding a new component

1. The Add Component form is located at the top of the 'Components' screen.
2. Enter the Name for the component. Optionally, enter a Description and select a Component Lead a
nd Default Assignee (see options below).

Selecting a default assignee

You can optionally set a default assignee for a component. This will override the project's default assignee for
issues in that component. If an issue has multiple components, and the default assignees of components
clash, the assignee will be set to the default assignee of the component that is first alphabetically.

Default Description Notes

assignee
option

Project Issues matching

Default this component
will have the
assignee set to the
same default
assignee as the
parent project.

Project The assignee will If the project leader is not permitted to be assigned to issues in the
Lead be set to the permission scheme, this option will be disabled and will say "Project
project leader. Lead is not allowed to be assigned issues".

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Documentation for JIRA Service Desk 3.1 196

Component The assignee will If the component leader is not permitted to be assigned to issues in the
Lead be set to the permission scheme, this option will be disabled and will say
component leader. "Component Lead is not allowed to be assigned issues". The
Component Lead option will also not be available if the component
does not have a lead assigned to the component. Instead, under this
option, it will say "Component does not have a lead".

Unassigned The assignee of This option will only be available if "Allow unassigned issues" is
the issue will not enabled in the general configuration.
be set on the
creation of this
issue.

Editing a component's details

1. On the 'Components' screen, hover over the relevant component to display the pencil icon.
2. Edit the component's Name, Description, Lead, and Default Assignee.
3. Click the Update button to save your changes.

Deleting a component

1. On the 'Components' screen, hover over the relevant component to display the Delete button.
2. You will be prompted to associate these issues with another component if you wish.

Organizing work with versions

Versions are points-in-time for a project. They help you organize your work On this page:
by giving you milestones to aim for. You can then assign the issues in your
project to a specific version, and build up the work you need to do to Managing
complete that version. a project's
versions
Add a new
version
Release a
version
Archive a
version
Delete a
version
Merge
multiple
versions
Reschedul
e a version

You need to have the project-specific Administer Projects project permission or the JIRA Administrator gl
obal permission to be able to:
Add — create a new version against which issues can be aligned.
Release — mark a version as released.
Archive — hide an old version from the Releases report, and in the user interface.
Delete — remove a version. You must choose an action for any issues with that version.
Merge — combine multiple versions into one.
Reschedule — re-arrange the order of versions.
Once a version has been created for a project, the 'Affects version' and 'Fix version' fields will become
available for your issues. If you cannot see these fields on your issue, your project may not have any version
yet, or the fields are hidden from view.

Managing a project's versions

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Documentation for JIRA Service Desk 3.1 197

The easiest way to manage a project's versions is through the Versions page.
1. Choose

> Projects, and click the name of the project.

2. Choose Versions in the sidebar. The Versions page is displayed, showing a list of versions.
Screenshot: The 'Versions' page

Add a new version

1. The Add Version form is located at the top of the 'Versions' page.
2. Enter the name for the version. The name can be:
simple numeric, e.g. "2.1", or
complicated numeric, e.g. "2.1.3", or
a word, such as the project's internal code-name, e.g. "Memphis".
3. Optional details such as the version description (text not HTML), start date and release date (i.e. the pl
anned release date for a version) can be also be specified. These can be changed later if required.
4. Click the Add button. You can drag the new version to a different position by hovering over the 'drag'
icon

at the left of the version name.

Release a version

1. On the 'Versions' page, hover over the relevant version to display the cog icon, then select Release fr
om the drop-down menu.
2. If there are any issues set with this version as their 'Fix For' version, JIRA allows you to choose to
change the 'Fix For' version if you wish. Otherwise, the operation will complete without modifying
these issues.

To revert the release of a version, simply select Unrelease from the drop-down menu.

Archive a version
1. On the 'Versions' page, hover over the relevant version to display the cog icon, then select Archive fro
m the drop-down menu.
2. The version list indicates the version 'archived' status with a semi-transparent icon. No further changes
can be made to this version unless it is un-archived. Also it is not possible to remove any existing
archived versions from an issue's affected and fix version fields or add any new archived versions.

To revert the archive of a version, simply select Unarchive from the drop-down menu.

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Documentation for JIRA Service Desk 3.1 198

Delete a version

1. On the 'Versions' page, hover over the relevant version to display the cog icon, then select Delete fro
m the drop-down menu.
2. This will bring you to the 'Delete Version: <Version>' confirmation page. From here, you can specify
the actions to be taken for issues associated with the version to be deleted. You can either associate
these issues with another version, or simply remove references to the version to be deleted.

Merge multiple versions

Merging multiple versions allows you to move the issues from one or more versions to another version.
1. On the 'Versions' page, click the Merge link at the top right of the page.
2. The 'Merge Versions' popup will be displayed. On this page are two select lists — both listing all
un-archived versions.
In the 'Merging From Versions' select list, choose the version(s) whose issues you wish to move. Versi
ons selected on this list will be removed from the system. All issues associated with these versions will
be updated to reflect the new version selected in the 'Merge To Version' select list. It is only possible
to select one version to merge to.
3. Click the Merge button. If you are shown a confirmation page, click Merge again to complete the
operation.

Reschedule a version

Recheduling a version changes its place in the order of versions.

On the 'Versions' page, click the

icon for the relevant version, and drag it to its new position in the version order.

Setting up service desk reports

JIRA Service Desk provides powerful realtime reporting functionality so you On this page:
can see your team's performance metrics:
What
makes up
a service
desk report
Create a
new report

You can also create your own custom reports to query any combination of
performance data. Your team members have access to a read-only version
of the Reports tab so they can also see the data you're tracking. To create
and edit reports, make sure you're logged in as an administrator.

What makes up a service desk report

Each report consists of one or more series. A report series is composed of a predefined series (e.g. issues
created), or a time metric series (e.g. time to resolution). For each series, you need to select a label and color
to easily identify the data points in this series on your report, and define which issues should be counted with
a JQL statement. When you create a service desk project for the first time, you'll see the following default
reports depending on the project template you select:

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Documentation for JIRA Service Desk 3.1 199

Project Report Default Details

template groups reports

Basic Team Workload Shows how many requests your team is working on to help you
Service ensure that your team's workload is evenly distributed
Desk &
IT Service SLA goals Shows how your team is tracking towards each of the SLA goals
Desk you have set

Satisfaction Shows the average customer satisfaction rating for your team if
you have opted to collect customer feedback

Created vs Compares the number of issues that have been created by

Resolved customers and resolved by your team in a specified time period

Time to Compares the length of time taken to resolve requests of varying

resolution type or priority

SLA met vs Compares the number of requests that have met or breached a
breached selected SLA goal

Knowledge Article usage Shows the number of times knowledge base articles were
base viewed and how many customers found them helpful.

Article Compares the number of customers who were self-served

effectiveness through knowledge base articles to the number of customer who
created a request.

Basic Custom Resolution Compares the length of time taken to resolve requests for each
Service by component (e.g. office administration) in your service desk
Desk only component project

IT Service Incidents Compares the priority of incidents your customers have reported
Desk only reported by
priority

Create a new report

In your service desk project sidebar, select Reports. You will see a list of default reports for your service
desk project. In this example, we'll create a report that shows the breakdown of all high priority issues based
on the issue type:
1. Select New report
2. Choose a report name that you and your team will understand (e.g. High priority issues)
3. Select Add a series and fill in the following details:
Series = Created (to display all created issues that fit the series criteria)
Label = IT Help issues
Color =

JQL filter = type = "IT Help" AND priority = Highest OR priority = High
4. Select Add and save your report.
5. You can add additional series to capture high priority issues of other types (e.g. type = "Fault" or type
= "Access")

See Reporting on SLAs for detailed information on how to run reports on SLA progress or status.

Setting up SLAs

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Documentation for JIRA Service Desk 3.1 200

JIRA Service Desk provides powerful built-in Service On this page:

Level Agreement (or SLA) management so you can
track your team's progress against agreements Setting up SLA time metrics
you've set for customers. An SLA is made up of two Setting up SLA goals
settings: Creating SLA Calendars
How your team sees SLAs
A time metric, which lets you define how time Managing SLA data
will be measured for this SLA; and, SLA usage notes
A goal for selected issues, which lets you
define a target for the time metric. Different
sets of issues can have different goals.
JIRA Service Desk comes with a few pre-configured SLA metrics to cover some of the most common IT
requirements; however you can modify or create custom SLA metrics to reflect the SLAs you use in your
business. JIRA Service Desk also provides robust reporting tools that you can use to track your team's
performance against your SLAs. Check out Reporting on SLAs for tips on tracking your SLAs.

You must be logged in as a JIRA Administrator or Project Administrator to configure SLAs.

Setting up SLA time metrics

You can think of the time metric as a stopwatch that tracks time between two points in an issue's
life-cycle. JIRA Service Desk lets you control exactly when time is tracked, letting you start, pause, and stop
based on selected issue conditions. For example:
In an SLA that guarantees issues are resolved in a certain amount of time, time starts when the issue
is created and stops when the issue is resolved. You can choose to exclude time spent waiting on a
customer by pausing the SLA on the Waiting for Customer status.
In an SLA that guarantees a fast response time from your team, time starts when the issue status is
Waiting for Support and stops when the status is Waiting for Customer. Each time the issue meets the
start condition, a new cycle of the SLA will begin.
From your service desk project sidebar, select Project administration > SLAs > New Metric to fill in the
following conditions:

Condition Description

Metric This name (e.g. Time to resolution) will appear to agents in the SLA section of issues, and
name should indicate what you're tracking. Note that you can't change the name of an SLA metric
after you've saved it.

Start Time starts being counted against the SLA whenever the issue has this condition (e.g. Issue
Created)

Pause on Time doesn't get counted against the SLA whenever the issue has this condition (e.g. Status:
Waiting for Customer)

Stop Time stops being counted against the SLA whenever the issue has this condition (e.g.
Resolution: Set)

Here's an example of the New Metric form:

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Documentation for JIRA Service Desk 3.1 201

Notice that you can set multiple conditions for the start, stop, and pause time. Check out Example: creating
an SLA with multiple cycles for an in-depth look at how you can use this functionality.

Setting up SLA goals

While the time conditions on an SLA specify what your team considers to be trackable time, the goal section
of the SLA metric lets you set the amount of time that's allowed for different scenarios. SLA goals can be in
hours or in time increments less than an hour. For example, an SLA that guarantees issues are resolved in a
certain amount of time could have the following goals:
Blocker issues are resolved within 24 hours and Critical issues are resolved within 36 hours
Blocker issues created by a member of the Build Engineering team are resolved within 12 hours, while
Blocker issues created by a member of the Accounting team are resolved within 36 hours.
In the New Metric or Edit Metric screen, you can fill out the following fields to define a goal:

Field Description

Issues You can enter specific issue criteria using JIRA Query Language (JQL). Base goals on criteria
that remain relatively constant throughout an issue's lifecycle (e.g. an issue's priority rather
than its workflow status).

Goal This is where you specify the target time for the SLA conditions you previously set. When
specifying SLA goals that use a fraction of an hour, write the time as Xh Ym (e.g. 3h 30m). You
can write SLA goals as hours and minutes, but not days.

Calendar The calendar allows you to specify working hours when time can be counted against SLAs.

You can drag goals in order of importance. An issue is tracked against the first goal criteria it matches on this
list:

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Documentation for JIRA Service Desk 3.1 202

Creating SLA Calendars

By default, SLAs are measured against 24/7 working hours; however, you can use SLA Calendars to specify
your team's working hours. For example, SLA calendars let you exclude lunch breaks, holidays, or weekends
from the time that affects the SLA metrics.
Once you have saved your new SLA metric, select the Calendars button to add a calendar with your team's
work schedule. The Sample 9-5 Calendar shown here can be edited to allow for a 1-hour lunch break that
does not count towards the SLA goal. Simply delete the 09:00-17:00 line item and replace it with two line
items (before and after lunch) for the same day:

Save your calendar and open an SLA metric to associate the calendar with one of your metric goals. Note
that SLA calendars are unique to each service desk project. See Example: creating a basic SLA for an
example of setting up an SLA that uses a 9-5 working day SLA calendar.

How your team sees SLAs

Your team members can see a read-only version of the SLA tab so they can view how the SLA is configured.
In the detail view of issues, the SLA section lists even more detail about the SLA that the issue is being
measured against:

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Documentation for JIRA Service Desk 3.1 203

Review the following sections for more detail on what the SLA tracker conventions indicate.

Ongoing SLAs

The SLA tracker uses colors to indicate the urgency of a given SLA for an issue based on the time remaining.

SLA has greater than 1 hour remaining.

SLA has less than 1 hour remaining. If the

SLA goal is one hour, the SLA has 30
minutes remaining.

SLA has less than 30 minutes remaining. If

the SLA goal is one hour, the SLA has 15
minutes remaining.

SLA has breached the target. The amount

of time past the goal is shown as a negative
number.

SLA has been paused.

Completed SLAs

A completed SLA displays the time remaining when the SLA was completed (or the amount of time
breached) and an icon to indicate whether the SLA was completed successfully or unsuccessfully.

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Documentation for JIRA Service Desk 3.1 204

SLA completed successfully.

SLA completed unsuccessfully (it breached

the target)

Multiple SLA targets

If the issue meets the criteria for multiple SLAs, trackers for each SLA will appear. In addition, if the SLA has
had multiple cycles, you can hover over the symbols for more details on how the SLA was met for that
particular cycle. (For example, in an SLA that is measured based on when an issue is waiting for support,
you can see whether the SLA was met each time the issue started waiting for support.)

SLA sorting

When you view a list of issues (in a queue or elsewhere), you can sort them by their SLA resolution times.
Ongoing issues are listed first, with the shortest time remaining at the beginning of the list. Completed issues
are ranked last but aren't sorted by the remaining time.

Managing SLA data

When new SLA metric names are created, new custom fields are created in JIRA to store them. The type of
these custom fields is SLA Custom Field Type. As a JIRA administrator, you have the following options to
manage the SLA custom fields.

Allow project administrators to create SLA metric names

New metric names create new custom fields. You can restrict the creation of them to only be available for
JIRA administrators.
1. Choose

> Applications. Scroll down to the JIRA Service Desk section and choose Configuration.
2. Use the Allow project administrators to create SLA custom fields option. If the setting is disabled,
service desk administrators can only select from existing metric names when creating SLAs.

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 2.
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Clean up unused custom fields

You can find out if there are SLA custom fields that are not used by any SLA metrics and clean them up with
one simple click. On the configuration page, the Number of SLA fields currently not in use menu shows
the number of unused custom fields if any. To delete them, click the Clean up button.

SLA usage notes

Having the same user assigned to both the reporter and assignee roles may cause your SLA to work
incorrectly.
If you edit an existing SLA, JIRA Service Desk will re-index all the existing issues in the project; the
re-indexing will ensure that the SLA status on the open issues reflects any changed criteria. All the
historical SLA data for elapsed time will be recalculated to measure against the new metrics. Note that
the SLA status is only recalculated for open issues and not for resolved issues.
For example, when the goal for Blocker issues changes from 6 hours to 4 hours, all the closed issues
are still considered having met the goal as long as they were resolved in less than 6 hours. This
ensures that your reports on closed issues remain accurate for the issues' lifecycle.
If issue data changes in such a way that the goals for the issue change (for example, the priority
changes from Critical to Blocker), the time against the previous goal will be tracked against the new
goal. In other words, if the support team spent an hour on a Critical issue, when the issue is escalated
to Blocker, the hour still counts against the new goal, even if it causes the SLA to be breached.
Setting up a goal to be dependent on a different SLA is not recommended.

Reporting on SLAs
JIRA Service Desk provides robust reporting tools that you can use to track On this page:
your team's performance against your SLAs. This page includes information Tracking
about your team's SLA goals reports and the SLA-specific JQL conditions your SLA
you can use to query the SLA data in customizable service desk reports. goals
Creating
report with
state
conditions
Creating
reports
with
duration
conditions
Common
SLA report
queries

Tracking your SLA goals

Your service desk project comes with a default report that automatically tracks how the number of issues that
are meeting your SLA goals. To access this report, simply open the Reports tab from your project sidebar

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Documentation for JIRA Service Desk 3.1 206

and select SLA goals in the Team section.

How the SLA goal success rate is calculated

#GOAL_SUCCESS_PERCENTAGE (for the last 7 days) = SUCCESSFUL / TOTAL

#SUCCESSFUL (for the last 7 days) = issues having an SLA that is completed (SLA
not running any more) AND successful (SLA is not breached) in the last 7 days

#TOTAL (for the last 7 days) = issues having an SLA that is breached (regardless
of the SLA being still running or not) OR completed (SLA is not running any more)
in the last 7 days
--------------------------------------------
#OVERALL_SUCCESS_PERCENTAGE = (SUCCESSFUL_GOAL_1 + SUCCESSFUL_GOAL_2 + ...) /
(TOTAL_GOAL_1 + TOTAL_GOAL_2 + ...)

Creating report with state conditions

State conditions are JQL functions used with operators = or != . For example:

"Time to resolution" = breached() or "Time to resolution" != breached()

Success/fail functions

Function with = with !=

name

breached() Gives all issues whose SLA last cycle Gives all issues whose SLA last cycle has not
(completed or ongoing) has breached breached (for completed) or not breached yet
(target goal failed) (for ongoing cycles)

everBreached() Gives all issues whose SLA has any Gives all issues whose SLA has all cycles
cycle (current or past) that has ever (past or present) successful or not breached
breached. yet (if ongoing).

SLA state functions

This state addresses the last SLA cycle. This cycle can be completed (the stop event is reached) or ongoing
(the stop event is not reached yet). When the cycle is ongoing, the cycle can be running or paused (if pause
condition is true).
SLAs that have no cycles yet (the cycle has never been started) are not returned by these conditions.

Function with = with !=

name

completed() Gives all issues whose SLA last cycle is Gives all issues whose SLA last cycle is not
completed completed

running() Gives all issues whose SLA last cycle is Gives all issues whose SLA last cycle is not
ongoing and not paused running (i.e. completed or paused)

paused() Gives all issues whose SLA last cycle Gives all issues whose SLA last cycle is not
is ongoing and paused paused (i.e. completed or running)

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Documentation for JIRA Service Desk 3.1 207

Creating reports with duration conditions

Conditions on duration are JQL functions used with operators <, <=, >, >=.
The '=' and '!=' operators are not supported.
These functions only apply to SLAs whose last cycle is ongoing (running or paused). Completed SLAs or
SLAs without cycles will not be returned.
Example:

"Time to resolution" < elapsed(2h) or "Time to resolution" < remaining("2h 30m")

There are two duration conditions:

Function Description
name

elapsed() Gives issues whose SLA last cycle match condition on elapsed time since start event.

remaining() This function gives issues whose SLA last cycle match condition on remaining time before
SLA breaches current goal target duration.
This function is implicit, meaning that

"Time to resolution" > 5h

is the same as

"Time to resolution" > remaining(5h)

Common SLA report queries

This table lists some examples of common SLA queries; the conditions you use for your own reports will vary
depending on the way your JIRA project is set up.

To find out Query

All issues that are about to break SLAs "Time to first response" < 1h and "Time to first response" !=
breached()

Issues that have plenty of time until they "Time to first response" > 40h
are due

Issues that have at least one breached "Time to response" = everBreached()

SLA cycle

The order of issues based on an SLA project = SIS ORDER BY "Time to resolution"
metric

Example: creating a basic SLA

This example looks at how you might create a very basic SLA for a service desk project with a basic
workflow:

Basic SLA configuration

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Documentation for JIRA Service Desk 3.1 208

All critical and blocker issues must be resolved within 24 hours. You provide 24/7 support for certain
customers (these issues are labeled with "24H"). You provide 9 - 5 support for all other customers, but you
don't track SLA metrics for them.

Basic issue workflow

Example: creating an SLA that doesn't track continuous time

This example looks at how you might create a more complex SLA by pausing the time counter during the
workflow:

Example SLA configuration

Support wants to complete all issues within 40 hours. Time spent waiting on the customer doesn't count
against the 40 hour goal.

Example issue workflow

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Documentation for JIRA Service Desk 3.1 209

Example: creating an SLA with multiple cycles

This example looks at how you might create a more complex SLA by starting and stopping the time counter
throughout the workflow. You might set up an SLA like this to track response times (for example, how long it
takes your team to respond each time a customer updates an issue with more information). This example
also illustrates how goals for different issue criteria can be tracked from a single SLA.

Example SLA configuration

Support wants to respond to Access issues within two hours: this includes responding within two hours when
the issue is created, as well as each time the issue is updated with more information from the customer.
All other issues have a response time goal of 24 hours.

Example issue workflow

For further information about how SLAs with multiple start and stop conditions appear in the SLA
tracker, see Setting up SLAs.

Serving customers with a knowledge base

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JIRA Service Desk can be integrated with Confluence's knowledge base On this page:
capabilities to help customers find solutions on their own in the customer
portal or help center: Integrating
with
Confluenc
e
Linking a
knowledge
base
How to
suggest
articles for
specific
request
types
How
agents
create
knowledge
articles
How
customers
find
knowledge
articles

With a linked Confluence space, agents can also create knowledge articles directly from service desk issues
to help save their team time when working on similar issues and to provide customers with more self-service
knowledge articles. Note that customers do not need a Confluence license to view knowledge articles, but
service desk agents do need a Confluence license to create and edit knowledge articles.

Integrating with Confluence

Administrators can integrate JIRA Service Desk Server with Confluence Server version 5.6 and up. They will
need to link JIRA Service Desk and Confluence with an application link using OAuth.

Linking a knowledge base

Once an administrator has integrated JIRA Service Desk with Confluence, project administrators can then
manage their project's Confluence knowledge base integration by going Project administration > Knowled
ge base:
Start by selecting a Confluence space to use as your
linked knowledge base. You must
have permission to view a space in Confluence in
order to select it as your knowledge base. If you
don't have this permission, check with your
Confluence administrator.
You can then choose to allow all active service desk
users and customers (also known as unlicensed
Confluence users) to view your linked Confluence
space. Unlicensed Confluence users cannot:
Like, comment on or edit Confluence content
See the Confluence dashboard, user profiles,
the people directory, or the space directly
Search all of Confluence
If you choose to restrict viewing of the linked
Confluence space to licensed users, you must grant

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Documentation for JIRA Service Desk 3.1 211

customers a Confluence license or open your

Confluence space to anonymous access. As a
project administrator, you'll need to contact the
administrator of your linked Confluence space to
manage which agents can create and edit
knowledge articles. Keep on reading to learn more
about the auto-search settings you can control.

How to suggest articles for specific request types

When customers select a request type from the customer portal or help center, you can select what type of
knowledge articles appear as they're filling in the request details. For example, if a customer is filling in a
hardware request, you can have knowledge articles tagged with the "hardware" label appear to offer
self-service suggestions. You can control how Confluence suggests articles for each request type in the Auto
-search on request forms section. You can control this in two ways:
Prevent Confluence from suggesting pages - Select No in the Search KB column for the request
type. For example, you might not want the "Get access to a system" request type to suggest pages
since users have to request access through the Customer Portal.
Limit the pages that will be suggested - In the Restrict to articles with label column, enter the
labels that must be applied to pages in order for them to appear in the suggested page list. For
example, you might want to only include pages with the label "purchasing" to appear when customers
enter a "Request new software" request.

Tip:
If you add label restrictions to a request type, these labels will also appear as the default
labels for knowledge base articles created from JIRA Service Desk for issues based on that
request type.

How agents create knowledge articles

Service desk agents must have the Add page permission in the Confluence space to create a
knowledge base article from an issue.

When your agents have finished working on a customer issue and want to save their solution as a knowledge
article, they can simply select Create KB article from the service desk issue view:

Agents can choose to create an article with the How-To template or Troubleshooting template. These
templates give agents content suggestions, and can help you expand your knowledge base with clearly
organized topics. The issue title and description will be automatically added to the new Confluence page as
its title and body text. If you've set up label restrictions for the request type the issue was based on, those
labels will be automatically suggested for the article. Note that images and attachments will not be
automatically copied from the service desk issue to the knowledge base article.

How customers find knowledge articles

Customers will be able to search for knowledge articles connected to service desk projects they have access
to. If you have linked a Confluence space to an open service desk (with public signup enabled), then all

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Documentation for JIRA Service Desk 3.1 212

customers will be able to view the knowledge articles in that space. Customers can view knowledge articles
in the customer portal, the global help center, and in Confluence if they're provided with a direct link.
You can also help customers fill out a request form by suggesting knowledge articles related to that type of
request.

Using the help center

You can direct customers to your help center, so they don't have to On this page:
remember whether they need to submit a request for a new laptop in the IT
Service Desk or Purchasing Service Desk. Simply searching for "new Branding
laptop" in the help center will display the correct request type automatically. the help
center
Customers can use the help center to: Sharing
the help
View popular service desks
center with
Browse an individual service desk
customers
Search for request types and knowledge base articles
Searching
See requests they have raised across all service desks
across
multiple
customer
portals

To help your customers get the most out your help center, we recommend branding your help center and inte
grating your service desk projects with a knowledge base. Here's an quick look at the help center layout:

Customers will only be able to see popular service desks and search across service desks they already have
access to. The list of popular service desks is generated automatically based on the number of requests
raised and cannot be set manually. Recent request types displayed are unique to each customer. Note that
customers who have not yet raised requests will not see any recent request types in the help center. Learn
more about managing customer access to service desk projects here.

Branding the help center

JIRA administrators can brand the global center with your company logo and color scheme. If you are logged
in as an administrator, go to

> Applications > JIRA Service Desk Configuration to customize your help center with the help of a live
preview. Your changes will be applied to the help center and to the header of all customer portals. For more
information about managing a project-specific customer portal, check out Configuring the customer portal.

Sharing the help center with customers

You can provide your customers with the following help center URL, so they don't have to remember the URL
for each customer portal they have access to:
http://<computer_name_or_IP_address>:<HTTP_port_number>/jira/servicedesk/custome
r/portals

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Searching across multiple customer portals

Customers can search for request types and knowledge articles across all customer portals they have
access to. Let's use the same new laptop example. When customers search for "new laptop" in the help
center, they'll find related knowledge articles and request types, as shown here:

Customers can read articles directly in the help center and provide feedback to your team by marking articles
as helpful or not helpful. If customers still need to contact your team after looking through related knowledge
articles, they can choose one of the suggested request types or browse all customer portals they have
access to.

How smart search works

The improved smart search algorithm learns from past searches and request types raised, so if customers
have previously raised hardware requests for a laptop and monitor, they can search for "laptop" or "monitor"
in the future to find the same hardware request type. Your team can also help improve search results by
updating the request type field when a customer has, for example, searched for "new laptop" and raised a
purchase order request instead of the needed hardware request.
The help center smart search has been built to be language-agnostic and can therefore learn from search
words or phrases entered in any language. As customers enter more searches and raise more requests, the
search algorithm gets smarter regardless of the language used.

Collecting customer satisfaction (CSAT) feedback

Measuring customer satisfaction can help you better understand your
customers and improve service levels.
JIRA Service Desk provides a simple, built-in mechanism to collect
customer feedback. Key features include:
Simple customer workflow to provide feedback on resolved issues
Customer satisfaction scores are visible within resolved issues and
on agent queues for resolved issues

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Documentation for JIRA Service Desk 3.1 214

Single-click to view customer satisfaction report for a service desk On this page:
project
Easily create and and view custom reports and trend graphs based Enabling the
on satisfaction scores. customer
satisfaction
Customer feedback data can be used to identify strengths and weaknesses feature
in the service quality, engage and motivate the team to improve satisfaction Viewing and
scores, and provide mentoring and training where required. reporting on
customer
feedback

Enabling the customer satisfaction feature

This feature is enabled by default for new service desk projects; however, it must be enabled for each
existing service desk project. To enable customer satisfaction settings for an existing project:
1. Log in as a service desk project administrator.
2. Select the service desk project you wish to configure.
3. Select Project administration > Satisfaction settings .
4. Enable Collect customer satisfaction feedback.
5. Optionally, edit the Question phrase to suit your service desk environment. This phrase appears in
the resolved issue notification message that customers see.
When you enable satisfaction settings for a service desk project, resolved issue notifications will contain a
satisfaction rating scale. Customers can click the rating scale to indicate their level of satisfaction. A
confirmation page is displayed on the customer portal, where they can change the rating, and optionally
provide any additional comments that they would like to convey to the team.

Viewing and reporting on customer feedback

Customer satisfaction scores and comments are displayed in the issue view for resolved issues. Agents can
also view the satisfaction scores on their own recently resolved queues.
Service desk project administrators and agents can view the default Satisfaction report, which displays the
average customer satisfaction scores for the team.

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Documentation for JIRA Service Desk 3.1 215

A service desk project administrator can also create and view custom reports analyzing satisfaction
trends. Agents can also view any custom satisfaction reports created for their service desk projects.

Useful examples of custom reports include:

A trend graph of the average satisfaction rating for a specific period to view changes in service levels.
Satisfaction scores based on the type of service request. This would identify issues for which the team
could provide knowledge articles.
Satisfaction scores for an individual agent compared to team scores to help identify agents who would
benefit from futher training.

JIRA Service Desk best practices

Check out the following best practice articles:

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Documentation for JIRA Service Desk 3.1 216

Best practices for designing the customer portal

Best practices for IT teams using JIRA Service Desk

Best practices for designing the customer portal

Every service desk project comes with a preconfigured customer portal that On this page:
your customers use to interact with your service team. Here are some best
practices on how to design an easy-to-use customer portal that will help Brand your
both your team and your customers work more efficiently. help center
Brand your
customer
portals
Help
customers
find the
request
types they
need
Group
related
request
types
Set up a
knowledge
base

Brand your help center

Customers can use the global help center to search for request types and knowledge base articles across all
customer portals they have access to. Brand your help center by:
Uploading your company logo and your service desk can automatically generate a matching theme for
your customer portals and global Help Center header.
Naming your customer portals and global Help Center, so your customers can easily identify your
team's service desk.

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Brand your customer portals

For each project's customer portal, you can customize the name, welcome message, and logo to let
customers know which portal to use to contact a specific team in your organization. Note that the help center
name and header appear across all your project's customer portals.

Check out Configuring the customer portal to learn more.

Help customers find the request types they need

Name request types in language that's familiar to your customers, and use keywords they'll recognize.
For example, name a request 'Access to a system' instead of 'VPN access'.
Use different icons for different request types, so customers can easily identify request types in the
customer portal.
Add contextual help (e.g. specify photo dimensions and format for the attachment field) with the Field
help field.
Use examples in your request type descriptions (e.g. 'If you need a software license such as Microsoft
Office, raise a request here').
Link to existing information that might be helpful for customers in the request type description. For
example, if you have already have a list of available Microsoft Office license numbers on your Intranet,
simply add a link to the page in the request type description and instruct customers to claim a license
from that page without needing to open a request.
See Setting up request types for more information on naming request types.

Group related request types

If you have a large number of request types, e.g. more than 7, customers will probably need to scroll
to get to some of them. In this case, consider grouping some request types together. To set up
groups, use the Groups drop-down and type the group name:

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You can also control the order in which request type groups appear on the customer portal by adding
a number to the group name. Groups appear as tabs on the left-hand side of your customer portal:

See Setting up request types for more information on managing request types and groups.

Set up a knowledge base

After using your service desk for a while, your team will probably have accumulated a large amount of
information that can be provided to your customers so that they can solve some problems before even
opening requests. At this point, you can consider integrating Confluence's knowledge base capabilities
with JIRA Service Desk.
Connect your service desk project to a Confluence space so customers can search for relevant
knowledge base articles on the customer portal:

For information about how to achieve this, see Serving customers with a knowledge base

Best practices for IT teams using JIRA Service Desk

Overview

This best practice guide is for IT teams using JIRA Service Desk. By the end
of this guide, you will have a working service desk project for change,

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Documentation for JIRA Service Desk 3.1 219

problem, and incident management, and a few test issues that will illustrate On this page:
the default service desk project workflow. Note that this guide references the
latest version of JIRA Service Desk Cloud. Overview
Before you
begin
Before you begin Set up a
project
Sign up for a JIRA Service Desk Cloud evaluation, or use an existing Set up
JIRA Service Desk Cloud site your
Log in as an administrator service
catalogue
Create a
group for
managers
Assign
component
leads
Edit your
workflow
Success!

Set up a project

In this step, you'll create a new IT Service Desk project.

1. Sign into JIRA Service Desk as an administrator.
2. Select Projects > Create Project.
3. Choose the IT Service Desk project type and select Next.
4. Name your project "Team Help Desk" (which will automatically fill in the project key field) and select S
ubmit.
Your new project comes with preconfigured request types, queues, workflows, and reports to help you and
your team manage incidents, problems, and changes.

Set up your service catalogue

Your new project comes prepackaged with Service Request, Change, Incident, and Problem issue types.
The Service Request, Change, and Incident issue types can be associated with request types that customers
see on the customer portal. Request types are a lightweight way to set up a service catalogue in JIRA
Service Desk. In this step, you'll view the default request types and learn how to customize the request type
fields and workflow statuses.
1. In your new Team Help Desk project, select Project administration > Request types. You'll see the
default request types and groups. Groups are essentially labels that let you organize the tabs and
order in which request types appear on the customer portal.
2. To edit the name and description of a request type, simply click the corresponding request type name
or description field and select Update.
3. For the "Report a system problem" request type, select Edit fields. Visible fields appear on the
request type form that customers fill out, while hidden fields are only viewable to your team. Click the
"Select a system" visible field and note that this issue field displays all components in your project.
We'll review components in the next step.
4. On the Fields tab, select Add a field to add the Linked Issues field and select Apply. You will be
prompted to set a preset value. Set the preset value to "Linked issue relates to", so agents and other
internal users can see all other issues marked as related to this one.
5. On the Workflow Statuses tab, you can rename the default workflow status name to something more
customer friendly (e.g. rename Resolved to Done). You can also select view workflow to view and
edit the workflow this request type users (in this case, the Incident workflow for Incident issue types).
We'll review more about workflows in a bit.

Create a group for managers

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Documentation for JIRA Service Desk 3.1 220

1. > User Management > Groups, or > System > Project roles (under security)
2. Create a new project role: Level 2 Managers with description "Users in this role can approve or deny
change requests and request a second approval from Level 1 Managers"
3. Add another new project role named Level 1 Managers with description "Users in this role can
approve or deny the second approval needed on change requests"
4. Go back to your Team Help Desk project.

Assign component leads

In addition to the default request types and workflows, JIRA Service Desk comes with default components.
You can use components to group issues related to the same system or application, and assign component
leads so each system manager stays informed. In this step, you'll view the default components in your project
and see how an issue tagged with a component is created and managed.
1. In your service desk project, select Project administration > Components. You'll see the default list
of components. Simply click the component name and description to edit these fields. You can also
select a component lead (e.g. the team lead who manages a system) and a default assignee (e.g. the
team lead or project lead who will automatically be assigned to any issue tagged with that
component).
2. Select Back to project and open the Customer Portal link from your project sidebar.
3. You can now create a test request from a customer's perspective. Select the "Report a system
problem" request type.
4. Fill in the issue summary and description (e.g. Printers broken on level 3). Click the Select a system
field to see a list of available options and choose "Printers".
5. Select Create to finish creating your test request, and then close the customer portal to return to your
service desk project view.
6. From your project sidebar, select Queues and open the test issue you just created. You'll notice
"Printers" in the issue component field. When you click the "Printers" component, you'll be taken to the
Search Issue screen which displays all issues in this project with the same component.

Edit your workflow

Now that you're a bit more familiar with how to service desk request types and components, let's look at
editing the change request workflow to require two managers to approve the request before work can start.
1. In your service desk project, select Project administration > Change (under Issue Types). You'll see
the default workflow used for all change requests in this project. In this default workflow, a change
request is created and then awaits approval. If the request is approved, the request is transitioned to
in progress, and then resolved when work is completed.
2. Select Edit Workflow and select Add status. Name your new status "Awaiting Manager Approval"
and leave the category as To Do.
3. Add another status named "Approved By Manager" and leave the category as To Do.
4. Select Add transition, and make the transition start from the new Awaiting Manager Approval status
and go to the Rejected status. Name your transition "Reject by manager". Select Add.
5. Add a new transition from the Approved status to the Awaiting Manager Approval status, and name
this transition "Request manager approval".
6. Create one more new transition from the Awaiting Manager Approval status to the Approved By
Manager status, and name this transition "Approve by manager".
7. Drag the Start progress transition so that instead of leading from Approved to In Progress, it leads
from Approved By Manager to In Progress. Your workflow should now look something like this:

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8. Select Publish to finalize your workflow changes.

Your change request workflow now requires two approvals before work can start. Note that you can create a
Managers project role, and add a condition (e.g. User is in project role) to the Reject by manager and
Approve by manager transitions. This condition will only allow users in the Managers project role to action
these transitions. Check out Managing your workflows for more information on adding statuses and
transitions to an existing workflow.

Success!

You now have a working service desk project with a customizable service catalogue, components to better
track issues specific to systems your team managers, and a new workflow for managing change requests.
Let us know how you use JIRA Service Desk for change or incident management by creating a ticket in the
Feedback project in our public issue collector.

Getting help with JIRA Service Desk

How can we help you?
We have a number of help resources available. You can get your problem resolved faster by using the
appropriate resource.

I don't know how to do something Something isn't working

I don't like the way something Something else?

works

I don't know how to do something

1. Search Atlassian Answers.

2. Raise a support request.

Something isn't working

1. Check the 'JIRA Software' knowledge base at https://confluence.atlassian.com/display/JIRAKB.

2. Search Atlassian Answers.
3. Raise a support request.
If you've identified a bug but don't need further assistance, raise a bug report. (https://jira.atlassian.com)

I don't like the way something works

Raise a suggestion. (https://jira.atlassian.com)

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Documentation for JIRA Service Desk 3.1 222

Something else?

If you need help with something else, raise a support request.

About our help resources

Atlassian Support

Our support team handles support requests that are raised in our support system. You need to log in using
your Atlassian account before you can raise support requests.
For information on our general support policies, including support availability, SLAs, bugfixes, and more, see
Atlassian Support Offerings. Note, you'll find anything security-related at Security @ Atlassian.

Tip:
If you are a JIRA system administrator, you have a number of additional support tools available.
These include the ability to raise a support request from within your JIRA applications, create zip files
of key JIRA application information, and more. For details, see the Administering JIRA Applications d
ocumentation.

Atlassian Answers

Atlassian Answers is our official application forum. Atlassian staff and Atlassian users contribute questions
and answers to this site.
You may be able to find an answer immediately on Atlassian Answers, instead of having to raise a support
request. This is also your best avenue for help if:
you are using an unsupported instance or an unsupported platform,
you are trying to perform an unsupported operation, or
you are developing an add-on for JIRA Service Desk.
You can also have a look at the most popular JIRA Service Desk answers.

JIRA Service Desk knowledge base

If there are known issues with a version after it has been released, the problems will be documented as
articles in our knowledge base.

Atlassian issue tracker

Our official issue tracker records our backlog of bugs, suggestions, and other changes. This is open for the
public to see. If you log in with your Atlassian account, you will be able to create issues, comment on issues,
vote on issues, watch issues, and more.

Tip:
Before you create an issue, search the existing issues to see if a similar issue has already been
created.

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