# Atlassian Request Resolver documentation, re-read 2026-09-28
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Execution modes in Request Resolver | Jira Service Management Cloud | Atlassian Support
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Jira Service Management Cloud
Documentation
 [aria-label=expand page tree item] Get started with Jira Service Management for admins
 [aria-label=expand page tree item] Get to know your Jira Service Management space
Sign up for a Jira Service Management site
What is a service space?
About Jira Service Management space templates
Get to know the main Jira Service Management features
Get to know the project settings sidebar
How to use modern incident management
About requests and work items
Create a service space
Create, edit, or delete a shortcut
Edit your service space details
What are space roles in Jira Service Management?
What is Jira Service Management?
 [aria-label=expand page tree item] Quick reference guides for starting your service space
Jira fundamentals
ITSM space basics
Changes
Incidents
Level up your service space
 [aria-label=expand page tree item] Explore a demo service space
Assign yourself to a work item
Update your customer on your progress
Resolve a customer's request
 [aria-label=expand page tree item] Set up queues for your team
How are queues used in Jira Service Management?
Make queues for your team
Raise a request to put into your queues
 [aria-label=expand page tree item] Capture the right request details with request types
How are request types used in my service project?
Create request types in team-managed spaces
Create request types in company-managed spaces
Organize your request types into portal groups
Use request type groups to categorize your request types
 [aria-label=expand page tree item] Involve the people who use your service space
Add your service space agents to work on requests
Add your customers so they can raise requests
 [aria-label=expand page tree item] Add customers and learn how they request help
How customers create requests by email
How do customers send requests to your service project?
See the requests list from your customers' point of view
Check out the default help center 
 [aria-label=expand page tree item] Customize the channels that customers use to get help
Add a name and logo to your portal
Use an existing email address to receive requests
 [aria-label=expand page tree item] Visualize trends in your service space with reports
What are reports used for?
Go to your reports
Create a custom report for your service project
 [aria-label=expand page tree item] Permissions for your service space and Jira site
How customer access settings impact project permissions
Change access settings for your customers
Change service space customer permissions
Configure settings to authenticate your customers
Test single sign-on for customer login
 [aria-label=expand page tree item] Set up your service projects to meet compliance needs
About safe customer notifications
 [aria-label=expand page tree item] Trash, archive, restore, and delete service projects
Trash and restore a project
Archive or restore a service space
Permanently delete a service project
 [aria-label=expand page tree item] Track your feature usage
Manage the usage limit for the virtual service agent 
Manage your bill for Extra assisted conversations for the virtual service agent
 [aria-label=expand page tree item] Get started with Jira Service Management for agents 
 [aria-label=expand page tree item] Become an agent for your service space
Accept the invitation to join your service space team
Go to your service project
Get to know your service project sidebar
What do agents do in Jira Service Management?
 [aria-label=expand page tree item] Learn the tools to work on customer requests
About queues in Jira Service Management
Raise a request for a customer 
 [aria-label=expand page tree item] About the work item view of a customer request
About the assignee, reporter, and other people involved in a work item
Communicate with customers and team members on work items using comments
Close a request when you finish helping a customer
 [aria-label=expand page tree item] See how customers send requests to your service space
View your default help center
Give customers an email address to send requests to
 [aria-label=expand page tree item] Use your knowledge base to help customers self-service
Write knowledge base articles for your customers
Share articles with your customers on a work item
 [aria-label=expand page tree item] Configure a company-managed space as an administrator
 [aria-label=expand page tree item] Set up service space users to work on requests
Unlicense agents
Add an agent to your service space
Add people from Google, Slack, or Microsoft
Customize Jira Service Management permissions
Manage service project role memberships
Remove an agent from a service project
 [aria-label=expand page tree item] Categorize customer requests into request types
What are request types?
What's the difference between request types and work types?
Organize request types into portal groups
Help customers find the right request type
Using request type groups
The benefits of using request type templates
Customize a request type
Duplicate a request type
Add or remove restrictions on request types 
Customize the workflow statuses for a request type
Change the workflow and work type of a request type
Hidden fields and unsupported fields in request types
Delete request types from your service space
 [aria-label=expand page tree item] Use workflows in Jira Service Management
Overview of Jira Cloud workflows
Create a new workflow for an existing work type
How do workflows, work types, and request types connect?
Using the new workflow editor
Show a workflow transition in the portal
Use workflow templates to replace a request type's workflow
 [aria-label=expand page tree item] Customize the field layout of your work item view
About the issue view in Jira Service Management
Set up request forms and work item views for request types
Add, edit, or remove field tabs from a work type
Add or change the fields of a work type
 [aria-label=expand page tree item] Use queues to triage requests for your agents
What are queues?
Create a new queue
Add or remove a view from your queue
Edit queues
Delete a queue
Prioritize your queues using groups
Use keyboard shortcuts in your queues
Best practices for managing queues at scale
 [aria-label=expand page tree item] Set up an approval stage
What are approvals?
Set up approval steps
Add a new custom field to a service space
Add an approval step to a workflow
Define approvers for a request type
Allow customers to choose approvers
Add a conditional field to a service space
Manage settings for approval by email and chat
 [aria-label=expand page tree item] Receive requests from an email address
How do customers send requests by email?
How Jira Service Management processes email requests
Receive requests from multiple email addresses in your project
What are customer permission settings for email requests?
Email process for POP, IMAP, cloud, and other email types
Change how emails are processed across service spaces
Test your custom email channel connection
Change how you process emails in global mail settings
Manage your allowlist
About email logs in Jira Service Management
Add request participants through email
Allow external emails to be added as comments on work items
Choose suitable request type for connected email accounts
Create new accounts through email
Disable all email requests to the email channel
Hide email signatures from the work item view and portals
Manage DMARC authentication for incoming emails
Manage your blocklist
Switch your Microsoft and Google email accounts to OAuth
View the email processing and connectivity logs
Manage reply-to address for your service project
Receive email notifications for failed email requests
 [aria-label=expand page tree item] Manage your customers
What are service space customers and organizations?
Add a customer to a service space
Add customers in bulk to your service space
Edit a customer's name
Remove a customer from a service project
Delete a customer account
 [aria-label=expand page tree item] Group customers into organizations
View customers by organization
 Add a customer to an organization
Remove a customer from an organization
Remove an organization from a service project
Add an organization to a service space
Manage customer organizations using Jira product settings
Use email domains to automatically group customers into organizations
Delete an organization from a site
 [aria-label=expand page tree item] Collect requests from anywhere with an embeddable widget
Embed a widget onto a web page
Allow anyone to view knowledge base articles
Use the virtual agent in the widget
 [aria-label=expand page tree item] Set up your help centers and portals
What is a help center?
What is a portal?
What are help resources?
Create and manage help centers
Set up and manage help center access
Set up and manage portal access
Invite customers to your help centers and portals
Add links to external resources in your service space
Add request participants through the help center
Link service projects to a help center
 [aria-label=expand page tree item] Customize your help centers and portals
Customize your help centers
Customize your portal
Brand your help centers
Add a login message in a help center
Add an announcement to a help center or portal 
Curate content in a help center
Group help content in your portal 
Edit the home page of a help center
Create and manage landing pages in a help center
Edit page layouts in a help center
Create and manage topics in a help center
Customize your customers' requests list
 [aria-label=expand page tree item] Set up a knowledge base so customers can serve themselves
What is a knowledge base?
The difference between internal and external knowledge bases
Set up your knowledge base
Add Confluence to set up knowledge base
Link a Confluence source to your knowledge base
Manage knowledge base permissions
Unlink knowledge base spaces from your service project
Manage who can view and edit your knowledge base articles
Restrict access to knowledge base articles
Manage who can view spaces from Confluence server sites
Restrict access to articles from Confluence server sites
Find out how your knowledge base articles are performing
Set up article suggestions in request forms
Configure public access to spaces on linked Confluence site
Authenticate portal users to access knowledge base articles
Remove Confluence app access for users in your site
Link a Confluence folder to your knowledge base
Link multiple knowledge sources to a knowledge base
Set up a knowledge base with Rovo AI in Jira Service Management
 [aria-label=expand page tree item] Set up notifications for your customers and team
What notifications do my customers and team receive?
Change the look and feel of customer notifications
Create and edit the content of your customer notifications
Choose how your customers access attachments
Choose how customer notifications display the sender name
Send notifications from a custom domain email address
View customer notification logs for your service project
Disable service space notifications for internal users
Choose HTML or plain text for customer notifications
Best practices for configuring your customer notifications
View email logs for your service project
 [aria-label=expand page tree item] Receive and manage requests in Slack or Microsoft Teams
What is chat?
Set up chat in Slack
Create work items in Slack
Work on work items in Slack
Manage chat settings for Slack
Set up chat in Microsoft Teams
Create work items in Microsoft Teams
Work with work items in Microsoft Teams
Manage chat settings for Microsoft Teams
 [aria-label=expand page tree item] Set up flows to automate repetitive tasks
What is Legacy automation?
Available preset automation flows
Add a preset automation flow
Edit a preset automation flow
Create a custom automation flow
About triggers, conditions, and actions in Legacy Automation
Disable an automation rule
Debug automation flows in the log
Automation log details
Advanced automation flow options
 [aria-label=expand page tree item] Try one of our common automation recipes
Automatically approve requests
Automatically update agents about a linked work item's progress
Create an automation flow to share articles with customers
 [aria-label=expand page tree item] Discover new trends with service space reports
What are default reports?
What are custom reports?
Create a new custom report
Edit a custom report
 What is a report series?
Add reports to a dashboard
 [aria-label=expand page tree item] Create service level agreements (SLAs) to manage goals
What are SLAs? 
Create and edit an SLA
Set up service level agreement (SLA) goals
Use priority to group SLA goals
Set up SLA calendars
Set up SLA conditions
Set up SLA format display
Auto-close resolved service requests
Auto-close incidents after they are resolved
Clean up unused custom SLA fields
 [aria-label=expand page tree item] Use Jira Query Language to create service level agreements
How to structure your SLA goals around priority using JQL
Write JQL queries for SLAs
 [aria-label=expand page tree item] Collect customer satisfaction on your team's performance
About customer satisfaction (CSAT) surveys
Track customer satisfaction feedback trends
 [aria-label=expand page tree item] Provide help in multiple languages
What is language support?
Add languages to your service space
Keep your translations up to date
Add, update, or review translations for email templates
Manage translations for custom content
Help customers set their language preferences
Stop supporting a language
Change your service space's default language
 [aria-label=expand page tree item] Integrate your service space with other products and apps
Integrate Jira Service Management Cloud with Zapier
Overview of Jira Cloud products
Integrate Jira Cloud and Slack
Use Jira Cloud for Sheets
Integrate Jira Cloud with Confluence
Connect Jira Service Management Cloud to AWS Service Catalog
 [aria-label=expand page tree item] Give your team access to additional features
What is the feature lab?
Find similar work items in Jira Service Management
Add Services, Alerts, and On-call to your sidebar
Allow internal accounts to request a service space
Choose default request types for your work types
Gain an overview of your work with the project summary page
Use Opsgenie's incoming call routing
 [aria-label=expand page tree item] Reply faster to your customers with canned responses
Create a canned response
Insert a canned response
Edit or delete a canned response
Best practices for creating canned responses
Create a personal signature with canned responses
 [aria-label=expand page tree item] Assign work to the right agents with Workforce management
What is Workforce Management in Jira Service Management?
Set up Workforce Management in Jira Service Management
Route work to the right agent in Workforce Management
See your team’s capacity in Workforce Management 
Forecast staffing needs in Workforce Management
Bulk import schedules using CSV
 [aria-label=expand page tree item] Protect your team's data
Set a default classification level for work items
 [aria-label=expand page tree item] Manage and administer team-managed service projects
 [aria-label=expand page tree item] Learn how company-managed and team-managed projects differ
What are Jira Service Management team-managed projects?
Is my project company-managed or team-managed?
What makes the set up of team-managed projects different?
How work types and request types differ in team-managed projects
How do company and team-managed workflows differ? 
How does the role of admins change in team-managed projects?
About approvals in company and team-managed service projects
Migrate between team-managed and company-managed projects
 [aria-label=expand page tree item] Manage access to team-managed service projects
Enable or disable team-managed service spaces on your site
Overview of permissions in team-managed service projects
Manage how people access your team-managed service space
Create, edit, and delete team-managed service spaces
Manage request types in team-managed projects
 [aria-label=expand page tree item] Set up help centers and portals in team-managed projects
Set up portal access in team-managed projects
Set who has permission to send requests to your portal
Customize help centers in team-managed service projects
Customize your portal in team-managed spaces
Add announcements to your portal or help center
Group request types in the portal in team-managed projects
Let agents add announcements in team-managed projects
 [aria-label=expand page tree item] Receive requests from emails in team-managed spaces
Add request participants by email in team-managed spaces
Add a custom email account in team-managed spaces
Manage domains on your allowlist
Manage domains and email addresses on your blocklist
 [aria-label=expand page tree item] Customize request fields in team-managed service spaces
Available custom fields for team-managed service spaces
Add or remove people from your team-managed service space
 [aria-label=expand page tree item] Add and remove customers in your service space
What are customers and organizations in your service project
Add a customer to a team-managed service project
Remove a customer from a team-managed service project
Delete account for a customer
 [aria-label=expand page tree item] Manage how work flows in your team-managed service space
Create, edit, and delete statuses in team-managed spaces
Manage workflow rules in team-managed service projects
Manage transitions in team-managed service projects
Available workflow rules in team-managed service projects
About different workflow type rules
Move requests to new statuses while updating your workflow
 [aria-label=expand page tree item] Set up notifications in team-managed projects
Who receives notifications for team-managed requests?
Choose your default email notification style
Disable team-managed notifications for internal users
Edit a team-managed customer notification
Set up how your customers access attachments
Choose how notifications display the email sender name
Customize the style of team-managed customer notifications
Customize internal notifications in team-managed spaces
Send notification emails from your own domain
 [aria-label=expand page tree item] Set up a knowledge base in team-managed service spaces
Unlink Confluence spaces in team-managed projects
See how your knowledge base articles are performing
 [aria-label=expand page tree item] Use automation flows for tasks in team-managed spaces
About automation triggers and conditions
Add a preset automation flow in team-managed spaces
Create a custom automation flow in team-managed spaces
Edit an automation rule in team-managed service projects
Disable an automation flow in team-managed projects
Debug automation flows with log in team-managed projects
 [aria-label=expand page tree item] Manage approvals in team-managed service spaces
About approvals in team-managed service spaces
Add an approval step in team-managed service spaces
 [aria-label=expand page tree item] Support multiple languages in team-managed projects
Add a language in team-managed service projects
Edit language translations in team-managed service projects
Keep languages up to date in team-managed service projects
Stop supporting a language in team-managed service projects
What is language support in team-managed service projects?
 [aria-label=expand page tree item] Visualize trends with reports in team-managed spaces
What are reports in team-managed service projects?
What are default reports in team-managed projects?
What are custom reports in team-managed projects?
Create a custom report in team-managed service spaces
Edit a custom report in team-managed service projects
Export reports in team-managed service spaces
Report series in team-managed service projects
Add reports to a dashboard in team-managed service spaces
Delete a report in team-managed service spaces
 [aria-label=expand page tree item] Collect CSAT metrics in team-managed service projects
Turn on customer feedback in team-managed service projects
Visualize customer feedback in team-managed projects
 [aria-label=expand page tree item] Use service level agreements in team-managed spaces
Create a new SLA calendar in team-managed service spaces
Create and edit SLAs in team-managed service projects
 [aria-label=expand page tree item] Discover IT service management (ITSM)
 [aria-label=expand page tree item] Get started with IT service management
Test, explore, and learn with your sample space
Set up an IT service management space
Move an existing service space to the ITSM template
Add a work category to any of your service spaces
Remove a work category from your service project 
What are compatible and incompatible work types?
Make a work type compatible with an ITSM work category
Find out more about the IT service management template
Updating your incident, problem, and change management capabilities
 [aria-label=expand page tree item] Manage your request types and ITSM categories
What are work categories?
Using work categories in IT service management projects
What are request types in IT service management?
Resolve an ITSM request
Assign, unassign, or move request types from a work category
What are default [System] work types?
What are request channels?
What are unassigned request types? 
 [aria-label=expand page tree item] Manage your service requests
What are service requests?
 [aria-label=expand page tree item] Manage your incidents
What are incidents?
What are major incidents?
Escalate an incident to Opsgenie
Set SLAs in incidents
What is the incident timeline?
Use chat and video tools to resolve incidents as a team
About incident conference calls
Create chat channel and video conference for an incident
Connect Slack with Jira Service Management
Connect Microsoft Teams with Jira Service Management
Connect Zoom to your service space
Add or remove the responders field from your service space
How the Opsgenie stakeholder role works in unmerged accounts
Set up your alert notifications
Add and manage incident stakeholders
Add missing features to an incident
Mark an incident as major
What is incident investigation?
Add and manage incident responders
Create responder alerts with incident details
Find related resources with AI
Create incident timeline in Slack 
Summarize incident in Slack
What are alert priorities?
What are linked alerts?
About responder alerts
Connect Assets schemas with incidents
Automate incident management in Jira Service Management
Automatically add responder teams to incident chat channels
Automatically archive a Slack channel
Create and manage email templates for stakeholder notifications
Send notifications to incident stakeholders
 [aria-label=expand page tree item] Manage your problems
What are problems?
 [aria-label=expand page tree item] Manage your changes
What is change management?
What are changes?
Configure your change management deployment pipeline
Automate change management with Jenkins
Link Jira Service Management with Jenkins
What is deployment gating?
Set up deployment gating
Use deployment gating with Jenkins
Use deployment tracking with Jenkins
Change management automation flows
Create automation flows for change management
Coordinate changes with Team Calendars for Confluence
Disconnect a service
 Use deployment gating with GitHub
Add or remove a service from the affected services field
Connect GitHub repositories with Jira Service Management
Create, edit, or delete change requests
Set up deployment tracking
What are risk insights in change management?
What is the change calendar?
Show change requests on the change calendar
What are change windows?
Create, edit, or delete change windows
Assess potential risks to your changes with Ops Expert
Connect Assets schemas with changes
Enable and configure risks to your changes with Ops Expert
Filter and customize your change calendar
Subscribe to change calendar from your external calendar
Use deployment gating with GitLab
Use deployment tracking with GitLab
 [aria-label=expand page tree item] Manage your post-incident reviews
What are post-incident reviews?
Post-incident review best practices
Create and publish a post-incident review
Create a post-incident review using Atlassian Intelligence
 [aria-label=expand page tree item] Manage your services
What are services?
What are service tiers?
Remove a service relationship
Add a service relationship
Configure Services: settings, permissions, and references
Create, edit, or delete a service 
How services work across Jira Service Management and Compass
How services work with incidents
Manage service relationships
Migration of your services
Synchronize your services with Compass
Understand service types
Use service objects in AQL
Create or edit an ITSM report
 [aria-label=expand page tree item] Manage and customize your status pages
How to access status page in Jira Service Management
Create and customize status page
Publish your status pages
View the status page
Edit your status pages
Send updates to status pages
Post stakeholder updates directly from incidents
Audit logs for status pages
Delete, unpublish, or restore a status page
Manage status page subscribers
Manually add subscribers to a status page
Subscribe to a public status page using webhooks
Use custom domain for your status page
Set up private status pages with Atlassian Groups
 [aria-label=expand page tree item] Manage your customers and organizations
What is customer service management?
Manage customer detail fields
Manage organization detail fields
Import customer and organization details through API or CSV
Get customer context on work items
Create queues based on customer or organization details
Create SLA goals based on customer details
About products and entitlements
Create product entitlements for your customers
Show product entitlement details on work items
 [aria-label=expand page tree item] Manage your developer escalations
Set up developer escalations
Escalate a work item to developers
View developer escalations
What are developer escalations?
 [aria-label=expand page tree item] Manage your stakeholders
What is stakeholder communications
Types of stakeholders
Add stakeholders
Manage stakeholders
Create stakeholder groups
Manage stakeholder groups
Add stakeholders or stakeholder groups during an incident
Notify stakeholders
 [aria-label=expand page tree item] Use Automation for incident management
Get started with playbooks
Create and manage playbooks
Automation rule suggestions on work items
Playbook templates for Jira Service Management
 [aria-label=expand page tree item] Help customers as a service agent
 [aria-label=expand page tree item] Work on customer requests
Summarize a work item's details using AI
Suggest replies for your customers using Rovo
About suggestions on work items
Raise a request on behalf of a customer
What are request participants? 
Use internal articles in the knowledge base panel
 [aria-label=expand page tree item] Manage your incoming requests with queues
Star your favourite queues
Sort requests within a queue
Assign work items from your queue
Add comments to multiple work items at the same time
Assign multiple work items at the same time
Delete multiple requests at the same time
Transition and approve multiple requests at once
Update the request types of work items using Atlassian Intelligence
 [aria-label=expand page tree item] View service level agreements (SLAs)
About service level agreements (SLAs)
About the work item view in Jira Service Management
 [aria-label=expand page tree item] Use the work item view in company-managed service spaces
About the issue view in Jira Service Management
Update information on a work item 
Move a work item through its workflow 
Link subtasks, work items, and pages to a work item
Watch, vote, share, and comment on work items
Communicate with customers and team members from the work item view
Approve or decline a request on a work item
Clone a work item
Respond to customer with an article 
Date and time formats in different languages
View the different types of activity on a work item
 [aria-label=expand page tree item] Use the work item view in team-managed service projects
Link work items to each other, or link to other information from work items
Move a work item through its workflow
Classify a request
Watch, vote, share, and comment on work items
Resolve with Rovo in the work item view
 [aria-label=expand page tree item] Best practices for teams using Jira Service Management
 [aria-label=expand page tree item] Best practices for IT teams using Jira Service Management
How is a service catalogue used in my IT service project?
How is ITIL used in Jira Service Management?
About default workflows in Jira Service Management
Help customers serve themselves with a knowledge base
 [aria-label=expand page tree item] Best practices for change management
Use the change calendar to manage change requests
How do you set the time limit for reviewing normal changes?
Request approval from Change Advisory Board (CAB) members
Enforce an approval step for change reviews
Auto-approve standard changes
Remind change reviewers automatically
Customize the default change management workflow
Default form fields for change requests
What is the change management workflow?
Enforce an approval step
 [aria-label=expand page tree item] Best practices for incident management
The incident management workflow for service projects
Link incident records to a work item in another project
Customize your incident management workflow
Default fields on an incident
 [aria-label=expand page tree item] Best practices for automatically prioritizing requests
What are priority levels in Jira Service Management?
How impact and urgency are used to calculate priority
How should my team define impact and urgency of requests?
Create an impact urgency priority matrix
Create an automation flow to prioritize your incidents
Set mandatory fields to automatically prioritize incidents
Customize your service request workflows
 [aria-label=expand page tree item] Best practices for problem management
Create a problem work item
What is the ITIL problem management process?
What is the aim of problem management?
Document known errors in your knowledge base
What is Jira Service Management's default problem workflow?
Customize your problem workflow
Default fields for problem requests
 [aria-label=expand page tree item] Managing service requests in your IT service space
What service request workflows come with my service project?
Customize fields in your IT service space
How can I make my service request forms more effective?
 [aria-label=expand page tree item] Collaborating with teams in other Jira products
Create linked work items to collaborate with other Jira products
How can service project and software teams work together?
Sharing requests with other Jira team members
Give Jira users permission to comment on service project work items
Jira Service Management and Jira can share custom fields
Give Jira users permission to view service project work items
 [aria-label=expand page tree item] Working on bug reports with Jira teams
What workflow helps service project agents resolve bugs?
What are the advantages of sharing custom fields?
Improve the way customers report bugs
How agents and development team work on bug reports together
Add a step to involve the development team in resolving bugs
Customize the workflow for bugs
 [aria-label=expand page tree item] Best practices for serving external customers
Create a customer service space
Set up request types to get information from your customers
Fill a knowledge base so customers can help themselves
Support multiple clients with a single Jira site 
Best practices for managing escalations
 [aria-label=expand page tree item] Discover alerting and on-call
 [aria-label=expand page tree item] Unlock your team’s operations
What are operations?
Launch your team operations
Merge migrated Opsgenie teams with Atlassian teams
What are the member roles in operations?
Work with member roles
 [aria-label=expand page tree item] Understand the integration framework
Integrations
Understand the framework
 Explore integration types
Explore integration actions
Work with advanced settings
Work with alert properties
Work with alert filters
Set priority levels of alerts
String processing methods
Regular expressions for customizing and filtering alerts
Bulk add services to integration create alert rules
 [aria-label=expand page tree item] Integrate IT applications and tools
Add a global integration
Add an integration (team-level)
Integrate with email
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Integrate with VMware vCenter Server Appliance
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Integrate with Zenoss
Migrating from Terraform's Opsgenie Provider to Atlassian Operations Provider
Set up an API integration
Set up Atlassian Operations Terraform Provider
 [aria-label=expand page tree item] Build on-call schedules
How do on-call schedules work in operations?
Create an on-call schedule
Override an on-call schedule
Create daily, weekly, and custom rotations
Best practices for managing on-call schedules
What are escalation policies?
Create, edit, delete an escalation policy
What are routing rules?
Create, edit, delete a routing rule
What is incoming call routing?
Add a new call routing
Blocking a phone number in a call routing
Connect and manage on-call schedules in Slack
 [aria-label=expand page tree item] Manage and respond to alerts
What are alerts?
Alert fields
Navigate the alerts list
Group alerts using Rovo
View related alert groups
View similar alerts, past responders, and related resources
What is alert deduplication?
Who are alert responders?
What are alert actions?
Escalate an alert
Create incidents from alerts
Create incident from alerts with Atlassian Intelligence
What are notification policies?
Create, edit, delete a notification policy
Create, edit, delete an alert policy
What are heartbeats?
How are alerts created?
Manage alerts through their lifecycle 
Search syntax for alerts
What are alert policies?
What is maintenance in operations?
Configure alert grouping
View alerts by signal or noise
Work with alert groups in the Jira Cloud mobile app
 [aria-label=expand page tree item] Receive alert notifications
Add contact methods
Add notification forwarding rules
Add notification rules
Alert notification sounds used in Jira mobile app
Alert notifications
Get your first alert notification
Set up notification preferences
Set up role-based notifications
Set up SMS and voice notifications
The alert notification flow
 [aria-label=expand page tree item] Manage users and roles
About custom roles
Work with custom roles
Work with Operations global admin
 [aria-label=expand page tree item] Reports and logs in operations
What are reports of operations?
How to view reports of operations
Reports for on-call teams
Allow cross-site tracking or third-party cookies on browsers
What are audit logs?
Work with audit logs
 [aria-label=expand page tree item] Sync with Jira issues
What is sync?
Sync alerts with service and software projects
 [aria-label=expand page tree item] Use Jira Edge Connector (JEC) as an extensibility platform
Jira Edge Connector (JEC) - An extensibility platform
Install Jira Edge Connector
Configure Jira Edge Connector
Run Jira Edge Connector
Alert action data for Jira Edge Connector
Run a playbook and view outputs
 [aria-label=expand page tree item] Move operations from Opsgenie to Jira Service Management
Start moving from Opsgenie to Jira Service Management
Set up operations and complete your move to Jira Service Management
Merge Opsgenie and move your data to Jira Service Management
Move to Jira Service Management operations as a responder
 [aria-label=expand page tree item] Learn the Jira fundamentals powering Jira Service Management
 [aria-label=expand page tree item] Work with requests and work items in Jira Cloud products
How can my Jira admin customize work items for my team?
Schedule a work item
Create work items with the CSV importer
Edit and share work items
Move a work item to another service project
Log time on a work item
Edit multiple work items at the same time
Attach files and screenshots to work items
Create work items and subtasks
Link to an existing attachments on a work item
Review and modify your work item layout
 [aria-label=expand page tree item] Use basic search and filters to find requests and work items
Add a gadget to a dashboard
Manage dashboards and gadgets
 [aria-label=expand page tree item] Manage your Jira user profile
Allow OAuth access
Manage your Jira personal settings
Overview of Jira Cloud keyboard shortcuts
 [aria-label=expand page tree item] Moving to Jira Service Management Cloud
Transitioning to Service Collection
What to know when migrating ProForma Data Center to Cloud
 [aria-label=expand page tree item] Use forms in Jira Service Management
Where can forms be used?
About form settings
About form states 
Create a work item using a link to a form
How forms behave on work items
View, add, or edit a form on a work item
Open customer edits, or download a form on a work item
Delete a form from a service space
What are form fields and Jira fields?
Link a form field to a Jira field
About duplicate form fields and Jira fields
Add or unlink a data connection from a form
Create, edit, test, or delete data connections for forms
Access smart values for forms and form fields
Add a form to a request type
Add translations to a form
Copy a form to another space
Create or edit a form
Restrict who can view forms
What are forms?
 [aria-label=expand page tree item] Rovo features in Jira Service Management
Add a Rovo agent to the help center
AI answers in the virtual service agent
Create a Rovo agent for your help center
Create request types using AI
Create service requests with Rovo agents
Suggest fields using AI
Summarize work item details using Atlassian Intelligence
View customer sentiment on work items
 [aria-label=expand page tree item] Automate customer support with the virtual service agent
About the virtual service agent
Set up your virtual service agent
 [aria-label=expand page tree item] Manage your virtual service agent
About standard flows
Edit a standard flow
Set or change the virtual service agent default request type
Turn off the virtual service agent
 [aria-label=expand page tree item] Use the virtual service agent in your customer channels
Use the virtual service agent in Microsoft Teams
Use the virtual service agent in Slack
Use the virtual service agent in your portal
Use the virtual service agent in email
Use the virtual service agent in your help center
Use the virtual service agent in your widget
 [aria-label=expand page tree item] Use AI answers in your virtual service agent
Use AI answers in the virtual service agent
 [aria-label=expand page tree item] Create and manage intents and conversation flows
Create, edit, or delete an intent
Train your virtual service agent to recognize an intent
Create or edit a conversation flow
About step types in the virtual service agent flow builder
End a conversation flow branch
Activate or deactivate an intent
Create a 'send web request' step
Manage the virtual service agent's connection to Workato
Manage the virtual service agent's connection to Workday
Run an Automation flow in a conversation flow
Trigger a Workato recipe in a conversation flow
Trigger a Workday action in a conversation flow
 [aria-label=expand page tree item] Improve your virtual service agent’s performance
Test your virtual service agent
Write effective messages for your virtual service agent
Set up your knowledge base to improve the quality of AI answers
Use conversation data to improve your virtual service agent's performance
Improve the performance of the virtual service agent in your help center
 [aria-label=expand page tree item] Understand how the virtual service agent uses data
How the virtual service agent’s data set is trained
Who can see virtual service agent conversations
 [aria-label=expand page tree item] Search for issues in Jira
 [aria-label=expand page tree item] Search for work items
 Find specific issues
Find recent issues
Search for issues using the text field
Navigate to your work
 [aria-label=expand page tree item] Use advanced search with Jira Query Language (JQL)
What is advanced search in Jira Cloud?
JQL functions
JQL developer status
JQL fields
JQL keywords
JQL operators
Search for Advanced Roadmaps custom fields in JQL
 [aria-label=expand page tree item] Save your search as a filter
What is a saved search?
Save your search as a custom filter
Manage filters
 [aria-label=expand page tree item] Work with search results
Change the view of search results
Edit individual and multiple work items
Manage search results
 [aria-label=expand page tree item] Build journeys in Jira Service Management
Create a journey type
Edit a published journey type
Add a trigger to a journey type
Add work items to a journey type
Assign values to fields on work items in a journey type
Add conditions to a journey type 
Add dependencies to a journey type
Add Automation flows to work items in a journey type
Track in-progress journeys
Manage active and inactive journey types
About journeys in Automation
Monitor a journey in Automation's audit log
 [aria-label=expand page tree item] Collect feedback from your organization with surveys
Get started with surveys
Create and manage surveys
Create surveys with Rovo
Use survey automation actions
Manage survey access and restrictions
Review and export survey data
Analyze survey questions with Rovo
Connect survey feedback to work items
 [aria-label=expand page tree item] Help customers in real time with live chat
Chat with customers
Get started with live chat
 [aria-label=expand page tree item] Manage HR service management
 [aria-label=expand page tree item] Manage HR cases in Jira Service Management 
What is case management in Jira Service Management?
Log findings and outcomes on a case
 [aria-label=expand page tree item] Manage your work with views
Enable new views for your service space 
 [aria-label=expand page tree item] Manage your work in a list
View your work items in a list
 [aria-label=expand page tree item] Manage your work using a board
Get started with boards
Manage board columns and statuses
Create quick filters for your board
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Add colors to cards on your board
Add fields to cards on your board
How to use the 'work items for attention' insight
Rank work items on your board manually
 [aria-label=expand page tree item] Manage your work with a calendar
Use the calendar to view your work items
Show work items on the calendar
Switch between views for different ways to visualize your work items
 [aria-label=expand page tree item] Track hardware using hardware asset management
 [aria-label=expand page tree item] Get started with hardware asset management
What is hardware asset management?
Set up hardware asset management
Import your hardware data
Manage who can access hardware
Learn about permissions in hardware asset management
 [aria-label=expand page tree item] View the hardware overview
What is the hardware overview?
Get hardware insights from Rovo
Read the hardware overview
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 [aria-label=expand page tree item] Manage your hardware inventory
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 [aria-label=expand page tree item] Build a model catalogue
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Find models in the register
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 [aria-label=expand page tree item] Learn about hardware asset management
Hardware statuses
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 [aria-label=expand page tree item] Organize your stockrooms
What are stockrooms?
Find stockrooms in the register
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 [aria-label=expand page tree item] Track hardware work
What is hardware work?
Find work in the queue
Work with a hardware work item
Manage hardware request types
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 [aria-label=expand page tree item] Build custom hardware dashboards
What are custom hardware dashboards?
Manage custom dashboards
 [aria-label=expand page tree item] Use knowledge base in Jira Service Management
 [aria-label=expand page tree item] Add knowledge from Confluence on a different site
Link and unlink Confluence spaces on a different site
Manage permissions for Confluence spaces on a different site
 [aria-label=expand page tree item] Add knowledge from third-party products
Add knowledge from Google Drive to your service space
Add knowledge from Microsoft SharePoint to your service space
Create knowledge base articles
Manage knowledge bases with Rovo
Setting up a knowledge base in Jira Service Management
 [aria-label=expand page tree item] Write and share effective knowledge base articles
Use templates to create articles
Use AI drafts to write articles quickly
Address knowledge gaps with suggested topics
Manage your drafts
Categorize knowledge base articles
Edit and delete a knowledge base category
Add labels to knowledge base articles
 Share knowledge base articles with customers
 [aria-label=collapse page tree item] Use Request Resolver to streamline your team's work
Get started with Request Resolver
Execution modes in Request Resolver
Resolve work items with Request Resolver
Create employee onboarding journeys with Request Resolver
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Execution modes in Request Resolver
 [aria-label=info panel] 
Rovo Service is now Request Resolver. If you're searching for Rovo Service documentation, you're in the right place.
 [aria-label=warning panel] 
Request Resolver is not HIPAA compliant. You should not use Request Resolver for sites or projects that handle protected health information (PHI).
Request Resolver is an AI agent that can help you work more efficiently in Jira Service Management.
If you’re a space admin, you can choose whether Request Resolver works autonomously, or seeks approval from team members before performing actions when resolving work items. [title=https://support.atlassian.com/jira-service-management-cloud/docs/about-rovo-service/] Read more about Request Resolver, and find out how to set execution modes, or [title=https://support.atlassian.com/jira-service-management-cloud/docs/resolve-work-items-with-rovo-service/ ] read more about how Request Resolver can help resolve work items.
Request Resolver has two execution modes: supervised and autonomous. You can change the execution mode for a request type at any time.
Regardless of the execution mode you choose:
Request Resolver will pause and wait for a team member to intervene if it encounters a step that it has low confidence in executing. ‘Low confidence’ actions can include:
Irreversible actions – for example, deleting files, closing work items, or sending external emails. 
Actions that can’t be completed due to Request Resolver not having access to something it needs – for example, an onboarding work item might want Request Resolver to set up a meeting with the new employee and their manager, but it doesn’t have access to their Google Calendars.
You can stop Request Resolver from working at any time by going to the work item and selecting Stop under Resolution plan on the right.
Supervised
 [aria-label=info panel] 
We recommend using the supervised execution mode for request types where:
more control is desired over how work items are completed
resolution plans for similar requests may change depending on the details of the request
the team wants to see how Request Resolver works before switching to autonomous mode
When a request type’s execution mode is set to supervised:
Request Resolver proposes a plan to resolve a work item, then waits for a team member to select Assign Request Resolver. 
Once a team member assigns Request Resolver to the work item, it starts executing each step in order, marking each one as complete and updating the work item. 
If Request Resolver encounters a step that needs a tool that isn’t configured yet, or has low confidence about executing a step without a team member’s review, Request Resolver tags the team member in a comment and pauses.
Once a team member unblocks Request Resolver, they can select Resume plan and Request Resolver will continue working. 
Team members can stop Request Resolver from working at any time by going to the work item and selecting Stop under Resolution plan on the right.
Autonomous
 [aria-label=info panel] 
We recommend using the autonomous execution mode for request types where sensitive data is unlikely to be present and the resolution plan is likely to be consistent, for example:
app access, group access, or distribution lists
“How do I?” questions about internal systems
hardware, software, and project access questions
Autonomous mode is not available for any onboarding request types.
 [aria-label=warning panel] 
Autonomous mode is not suitable or designed for situations and issues that could amount to automated decision making that have a legal or similarly significant effect on individuals.
When a request type’s execution mode is set to autonomous:
Request Resolver assigns itself to the work item, and starts working immediately. 
If Request Resolver can’t generate a plan, encounters a step that needs a tool that isn’t configured yet, or has low confidence about executing a step without a team member’s review, it pauses and waits for a team member to intervene.
To track paused work items in autonomous mode, follow the instructions to add a custom field below.
Once a team member unblocks Request Resolver, they can select Resume plan and Request Resolver will continue working.
 Team members can stop Request Resolver from working at any time by going to the work item and selecting Stop under Resolution plan on the right.
Add a custom field to track Request Resolver in ‘autonomous’ mode
To track work items that Request Resolver is working autonomously on, we recommend that you:
Create a custom field. Use the Text Field (read only) field type, and name it Request Resolver status (case sensitive).
Add your ‘Request Resolver status’ custom field field to all request types that Request Resolver will be working autonomously on.
If your site has only company-managed spaces, [title=https://support.atlassian.com/jira-service-management-cloud/docs/add-a-new-custom-field-to-a-project/#Add-a-new-custom-field] add the field at the site level and it’ll be applied to all spaces. 
If your site has only team-managed spaces, [title=https://support.atlassian.com/jira-service-management-cloud/docs/customize-request-fields-in-next-gen-service-projects/] add the field to each space individually. 
If your site has a mix of company-managed and team-managed spaces, [title=https://support.atlassian.com/jira-service-management-cloud/docs/add-a-new-custom-field-to-a-project/#Add-a-new-custom-field] add the field at the site level to apply it to the company-managed spaces. Then, in each team-managed space, go to Space settings, then Fields, and add your ‘Request Resolver status’ custom field to the relevant request types.
Track work items that Request Resolver is assigned to by creating a queue that uses a filter to show all work items with your ‘Request Resolver status’ custom field. [title=https://support.atlassian.com/jira-service-management-cloud/docs/create-a-new-queue/] Find out how to create a queue.
Example actions
To help you decide which execution mode is right for a request type, here are some examples of actions that Request Resolver might be able to perform:
Update fields – for example, changing the person in the Assignee field so that a work item goes to the right person 
Communicate with the requester – for example, leave a comment on a work item asking the requester for their email address
Execute third-party actions – execute actions in third-party tools like Okta and IdentityNow, but only if already configured
 [aria-label=info panel] 
Request Resolver is a premium AI feature that consumes Rovo credits. Find out [title=https://support.atlassian.com/rovo/docs/rovo-usage-limits/] how Rovo credits work for premium AI features.
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How customer access settings impact project permissions
Change access settings for your customers
Change service space customer permissions
Configure settings to authenticate your customers
Test single sign-on for customer login
 [aria-label=expand page tree item] Set up your service projects to meet compliance needs
About safe customer notifications
 [aria-label=expand page tree item] Trash, archive, restore, and delete service projects
Trash and restore a project
Archive or restore a service space
Permanently delete a service project
 [aria-label=expand page tree item] Track your feature usage
Manage the usage limit for the virtual service agent 
Manage your bill for Extra assisted conversations for the virtual service agent
 [aria-label=expand page tree item] Get started with Jira Service Management for agents 
 [aria-label=expand page tree item] Become an agent for your service space
Accept the invitation to join your service space team
Go to your service project
Get to know your service project sidebar
What do agents do in Jira Service Management?
 [aria-label=expand page tree item] Learn the tools to work on customer requests
About queues in Jira Service Management
Raise a request for a customer 
 [aria-label=expand page tree item] About the work item view of a customer request
About the assignee, reporter, and other people involved in a work item
Communicate with customers and team members on work items using comments
Close a request when you finish helping a customer
 [aria-label=expand page tree item] See how customers send requests to your service space
View your default help center
Give customers an email address to send requests to
 [aria-label=expand page tree item] Use your knowledge base to help customers self-service
Write knowledge base articles for your customers
Share articles with your customers on a work item
 [aria-label=expand page tree item] Configure a company-managed space as an administrator
 [aria-label=expand page tree item] Set up service space users to work on requests
Unlicense agents
Add an agent to your service space
Add people from Google, Slack, or Microsoft
Customize Jira Service Management permissions
Manage service project role memberships
Remove an agent from a service project
 [aria-label=expand page tree item] Categorize customer requests into request types
What are request types?
What's the difference between request types and work types?
Organize request types into portal groups
Help customers find the right request type
Using request type groups
The benefits of using request type templates
Customize a request type
Duplicate a request type
Add or remove restrictions on request types 
Customize the workflow statuses for a request type
Change the workflow and work type of a request type
Hidden fields and unsupported fields in request types
Delete request types from your service space
 [aria-label=expand page tree item] Use workflows in Jira Service Management
Overview of Jira Cloud workflows
Create a new workflow for an existing work type
How do workflows, work types, and request types connect?
Using the new workflow editor
Show a workflow transition in the portal
Use workflow templates to replace a request type's workflow
 [aria-label=expand page tree item] Customize the field layout of your work item view
About the issue view in Jira Service Management
Set up request forms and work item views for request types
Add, edit, or remove field tabs from a work type
Add or change the fields of a work type
 [aria-label=expand page tree item] Use queues to triage requests for your agents
What are queues?
Create a new queue
Add or remove a view from your queue
Edit queues
Delete a queue
Prioritize your queues using groups
Use keyboard shortcuts in your queues
Best practices for managing queues at scale
 [aria-label=expand page tree item] Set up an approval stage
What are approvals?
Set up approval steps
Add a new custom field to a service space
Add an approval step to a workflow
Define approvers for a request type
Allow customers to choose approvers
Add a conditional field to a service space
Manage settings for approval by email and chat
 [aria-label=expand page tree item] Receive requests from an email address
How do customers send requests by email?
How Jira Service Management processes email requests
Receive requests from multiple email addresses in your project
What are customer permission settings for email requests?
Email process for POP, IMAP, cloud, and other email types
Change how emails are processed across service spaces
Test your custom email channel connection
Change how you process emails in global mail settings
Manage your allowlist
About email logs in Jira Service Management
Add request participants through email
Allow external emails to be added as comments on work items
Choose suitable request type for connected email accounts
Create new accounts through email
Disable all email requests to the email channel
Hide email signatures from the work item view and portals
Manage DMARC authentication for incoming emails
Manage your blocklist
Switch your Microsoft and Google email accounts to OAuth
View the email processing and connectivity logs
Manage reply-to address for your service project
Receive email notifications for failed email requests
 [aria-label=expand page tree item] Manage your customers
What are service space customers and organizations?
Add a customer to a service space
Add customers in bulk to your service space
Edit a customer's name
Remove a customer from a service project
Delete a customer account
 [aria-label=expand page tree item] Group customers into organizations
View customers by organization
 Add a customer to an organization
Remove a customer from an organization
Remove an organization from a service project
Add an organization to a service space
Manage customer organizations using Jira product settings
Use email domains to automatically group customers into organizations
Delete an organization from a site
 [aria-label=expand page tree item] Collect requests from anywhere with an embeddable widget
Embed a widget onto a web page
Allow anyone to view knowledge base articles
Use the virtual agent in the widget
 [aria-label=expand page tree item] Set up your help centers and portals
What is a help center?
What is a portal?
What are help resources?
Create and manage help centers
Set up and manage help center access
Set up and manage portal access
Invite customers to your help centers and portals
Add links to external resources in your service space
Add request participants through the help center
Link service projects to a help center
 [aria-label=expand page tree item] Customize your help centers and portals
Customize your help centers
Customize your portal
Brand your help centers
Add a login message in a help center
Add an announcement to a help center or portal 
Curate content in a help center
Group help content in your portal 
Edit the home page of a help center
Create and manage landing pages in a help center
Edit page layouts in a help center
Create and manage topics in a help center
Customize your customers' requests list
 [aria-label=expand page tree item] Set up a knowledge base so customers can serve themselves
What is a knowledge base?
The difference between internal and external knowledge bases
Set up your knowledge base
Add Confluence to set up knowledge base
Link a Confluence source to your knowledge base
Manage knowledge base permissions
Unlink knowledge base spaces from your service project
Manage who can view and edit your knowledge base articles
Restrict access to knowledge base articles
Manage who can view spaces from Confluence server sites
Restrict access to articles from Confluence server sites
Find out how your knowledge base articles are performing
Set up article suggestions in request forms
Configure public access to spaces on linked Confluence site
Authenticate portal users to access knowledge base articles
Remove Confluence app access for users in your site
Link a Confluence folder to your knowledge base
Link multiple knowledge sources to a knowledge base
Set up a knowledge base with Rovo AI in Jira Service Management
 [aria-label=expand page tree item] Set up notifications for your customers and team
What notifications do my customers and team receive?
Change the look and feel of customer notifications
Create and edit the content of your customer notifications
Choose how your customers access attachments
Choose how customer notifications display the sender name
Send notifications from a custom domain email address
View customer notification logs for your service project
Disable service space notifications for internal users
Choose HTML or plain text for customer notifications
Best practices for configuring your customer notifications
View email logs for your service project
 [aria-label=expand page tree item] Receive and manage requests in Slack or Microsoft Teams
What is chat?
Set up chat in Slack
Create work items in Slack
Work on work items in Slack
Manage chat settings for Slack
Set up chat in Microsoft Teams
Create work items in Microsoft Teams
Work with work items in Microsoft Teams
Manage chat settings for Microsoft Teams
 [aria-label=expand page tree item] Set up flows to automate repetitive tasks
What is Legacy automation?
Available preset automation flows
Add a preset automation flow
Edit a preset automation flow
Create a custom automation flow
About triggers, conditions, and actions in Legacy Automation
Disable an automation rule
Debug automation flows in the log
Automation log details
Advanced automation flow options
 [aria-label=expand page tree item] Try one of our common automation recipes
Automatically approve requests
Automatically update agents about a linked work item's progress
Create an automation flow to share articles with customers
 [aria-label=expand page tree item] Discover new trends with service space reports
What are default reports?
What are custom reports?
Create a new custom report
Edit a custom report
 What is a report series?
Add reports to a dashboard
 [aria-label=expand page tree item] Create service level agreements (SLAs) to manage goals
What are SLAs? 
Create and edit an SLA
Set up service level agreement (SLA) goals
Use priority to group SLA goals
Set up SLA calendars
Set up SLA conditions
Set up SLA format display
Auto-close resolved service requests
Auto-close incidents after they are resolved
Clean up unused custom SLA fields
 [aria-label=expand page tree item] Use Jira Query Language to create service level agreements
How to structure your SLA goals around priority using JQL
Write JQL queries for SLAs
 [aria-label=expand page tree item] Collect customer satisfaction on your team's performance
About customer satisfaction (CSAT) surveys
Track customer satisfaction feedback trends
 [aria-label=expand page tree item] Provide help in multiple languages
What is language support?
Add languages to your service space
Keep your translations up to date
Add, update, or review translations for email templates
Manage translations for custom content
Help customers set their language preferences
Stop supporting a language
Change your service space's default language
 [aria-label=expand page tree item] Integrate your service space with other products and apps
Integrate Jira Service Management Cloud with Zapier
Overview of Jira Cloud products
Integrate Jira Cloud and Slack
Use Jira Cloud for Sheets
Integrate Jira Cloud with Confluence
Connect Jira Service Management Cloud to AWS Service Catalog
 [aria-label=expand page tree item] Give your team access to additional features
What is the feature lab?
Find similar work items in Jira Service Management
Add Services, Alerts, and On-call to your sidebar
Allow internal accounts to request a service space
Choose default request types for your work types
Gain an overview of your work with the project summary page
Use Opsgenie's incoming call routing
 [aria-label=expand page tree item] Reply faster to your customers with canned responses
Create a canned response
Insert a canned response
Edit or delete a canned response
Best practices for creating canned responses
Create a personal signature with canned responses
 [aria-label=expand page tree item] Assign work to the right agents with Workforce management
What is Workforce Management in Jira Service Management?
Set up Workforce Management in Jira Service Management
Route work to the right agent in Workforce Management
See your team’s capacity in Workforce Management 
Forecast staffing needs in Workforce Management
Bulk import schedules using CSV
 [aria-label=expand page tree item] Protect your team's data
Set a default classification level for work items
 [aria-label=expand page tree item] Manage and administer team-managed service projects
 [aria-label=expand page tree item] Learn how company-managed and team-managed projects differ
What are Jira Service Management team-managed projects?
Is my project company-managed or team-managed?
What makes the set up of team-managed projects different?
How work types and request types differ in team-managed projects
How do company and team-managed workflows differ? 
How does the role of admins change in team-managed projects?
About approvals in company and team-managed service projects
Migrate between team-managed and company-managed projects
 [aria-label=expand page tree item] Manage access to team-managed service projects
Enable or disable team-managed service spaces on your site
Overview of permissions in team-managed service projects
Manage how people access your team-managed service space
Create, edit, and delete team-managed service spaces
Manage request types in team-managed projects
 [aria-label=expand page tree item] Set up help centers and portals in team-managed projects
Set up portal access in team-managed projects
Set who has permission to send requests to your portal
Customize help centers in team-managed service projects
Customize your portal in team-managed spaces
Add announcements to your portal or help center
Group request types in the portal in team-managed projects
Let agents add announcements in team-managed projects
 [aria-label=expand page tree item] Receive requests from emails in team-managed spaces
Add request participants by email in team-managed spaces
Add a custom email account in team-managed spaces
Manage domains on your allowlist
Manage domains and email addresses on your blocklist
 [aria-label=expand page tree item] Customize request fields in team-managed service spaces
Available custom fields for team-managed service spaces
Add or remove people from your team-managed service space
 [aria-label=expand page tree item] Add and remove customers in your service space
What are customers and organizations in your service project
Add a customer to a team-managed service project
Remove a customer from a team-managed service project
Delete account for a customer
 [aria-label=expand page tree item] Manage how work flows in your team-managed service space
Create, edit, and delete statuses in team-managed spaces
Manage workflow rules in team-managed service projects
Manage transitions in team-managed service projects
Available workflow rules in team-managed service projects
About different workflow type rules
Move requests to new statuses while updating your workflow
 [aria-label=expand page tree item] Set up notifications in team-managed projects
Who receives notifications for team-managed requests?
Choose your default email notification style
Disable team-managed notifications for internal users
Edit a team-managed customer notification
Set up how your customers access attachments
Choose how notifications display the email sender name
Customize the style of team-managed customer notifications
Customize internal notifications in team-managed spaces
Send notification emails from your own domain
 [aria-label=expand page tree item] Set up a knowledge base in team-managed service spaces
Unlink Confluence spaces in team-managed projects
See how your knowledge base articles are performing
 [aria-label=expand page tree item] Use automation flows for tasks in team-managed spaces
About automation triggers and conditions
Add a preset automation flow in team-managed spaces
Create a custom automation flow in team-managed spaces
Edit an automation rule in team-managed service projects
Disable an automation flow in team-managed projects
Debug automation flows with log in team-managed projects
 [aria-label=expand page tree item] Manage approvals in team-managed service spaces
About approvals in team-managed service spaces
Add an approval step in team-managed service spaces
 [aria-label=expand page tree item] Support multiple languages in team-managed projects
Add a language in team-managed service projects
Edit language translations in team-managed service projects
Keep languages up to date in team-managed service projects
Stop supporting a language in team-managed service projects
What is language support in team-managed service projects?
 [aria-label=expand page tree item] Visualize trends with reports in team-managed spaces
What are reports in team-managed service projects?
What are default reports in team-managed projects?
What are custom reports in team-managed projects?
Create a custom report in team-managed service spaces
Edit a custom report in team-managed service projects
Export reports in team-managed service spaces
Report series in team-managed service projects
Add reports to a dashboard in team-managed service spaces
Delete a report in team-managed service spaces
 [aria-label=expand page tree item] Collect CSAT metrics in team-managed service projects
Turn on customer feedback in team-managed service projects
Visualize customer feedback in team-managed projects
 [aria-label=expand page tree item] Use service level agreements in team-managed spaces
Create a new SLA calendar in team-managed service spaces
Create and edit SLAs in team-managed service projects
 [aria-label=expand page tree item] Discover IT service management (ITSM)
 [aria-label=expand page tree item] Get started with IT service management
Test, explore, and learn with your sample space
Set up an IT service management space
Move an existing service space to the ITSM template
Add a work category to any of your service spaces
Remove a work category from your service project 
What are compatible and incompatible work types?
Make a work type compatible with an ITSM work category
Find out more about the IT service management template
Updating your incident, problem, and change management capabilities
 [aria-label=expand page tree item] Manage your request types and ITSM categories
What are work categories?
Using work categories in IT service management projects
What are request types in IT service management?
Resolve an ITSM request
Assign, unassign, or move request types from a work category
What are default [System] work types?
What are request channels?
What are unassigned request types? 
 [aria-label=expand page tree item] Manage your service requests
What are service requests?
 [aria-label=expand page tree item] Manage your incidents
What are incidents?
What are major incidents?
Escalate an incident to Opsgenie
Set SLAs in incidents
What is the incident timeline?
Use chat and video tools to resolve incidents as a team
About incident conference calls
Create chat channel and video conference for an incident
Connect Slack with Jira Service Management
Connect Microsoft Teams with Jira Service Management
Connect Zoom to your service space
Add or remove the responders field from your service space
How the Opsgenie stakeholder role works in unmerged accounts
Set up your alert notifications
Add and manage incident stakeholders
Add missing features to an incident
Mark an incident as major
What is incident investigation?
Add and manage incident responders
Create responder alerts with incident details
Find related resources with AI
Create incident timeline in Slack 
Summarize incident in Slack
What are alert priorities?
What are linked alerts?
About responder alerts
Connect Assets schemas with incidents
Automate incident management in Jira Service Management
Automatically add responder teams to incident chat channels
Automatically archive a Slack channel
Create and manage email templates for stakeholder notifications
Send notifications to incident stakeholders
 [aria-label=expand page tree item] Manage your problems
What are problems?
 [aria-label=expand page tree item] Manage your changes
What is change management?
What are changes?
Configure your change management deployment pipeline
Automate change management with Jenkins
Link Jira Service Management with Jenkins
What is deployment gating?
Set up deployment gating
Use deployment gating with Jenkins
Use deployment tracking with Jenkins
Change management automation flows
Create automation flows for change management
Coordinate changes with Team Calendars for Confluence
Disconnect a service
 Use deployment gating with GitHub
Add or remove a service from the affected services field
Connect GitHub repositories with Jira Service Management
Create, edit, or delete change requests
Set up deployment tracking
What are risk insights in change management?
What is the change calendar?
Show change requests on the change calendar
What are change windows?
Create, edit, or delete change windows
Assess potential risks to your changes with Ops Expert
Connect Assets schemas with changes
Enable and configure risks to your changes with Ops Expert
Filter and customize your change calendar
Subscribe to change calendar from your external calendar
Use deployment gating with GitLab
Use deployment tracking with GitLab
 [aria-label=expand page tree item] Manage your post-incident reviews
What are post-incident reviews?
Post-incident review best practices
Create and publish a post-incident review
Create a post-incident review using Atlassian Intelligence
 [aria-label=expand page tree item] Manage your services
What are services?
What are service tiers?
Remove a service relationship
Add a service relationship
Configure Services: settings, permissions, and references
Create, edit, or delete a service 
How services work across Jira Service Management and Compass
How services work with incidents
Manage service relationships
Migration of your services
Synchronize your services with Compass
Understand service types
Use service objects in AQL
Create or edit an ITSM report
 [aria-label=expand page tree item] Manage and customize your status pages
How to access status page in Jira Service Management
Create and customize status page
Publish your status pages
View the status page
Edit your status pages
Send updates to status pages
Post stakeholder updates directly from incidents
Audit logs for status pages
Delete, unpublish, or restore a status page
Manage status page subscribers
Manually add subscribers to a status page
Subscribe to a public status page using webhooks
Use custom domain for your status page
Set up private status pages with Atlassian Groups
 [aria-label=expand page tree item] Manage your customers and organizations
What is customer service management?
Manage customer detail fields
Manage organization detail fields
Import customer and organization details through API or CSV
Get customer context on work items
Create queues based on customer or organization details
Create SLA goals based on customer details
About products and entitlements
Create product entitlements for your customers
Show product entitlement details on work items
 [aria-label=expand page tree item] Manage your developer escalations
Set up developer escalations
Escalate a work item to developers
View developer escalations
What are developer escalations?
 [aria-label=expand page tree item] Manage your stakeholders
What is stakeholder communications
Types of stakeholders
Add stakeholders
Manage stakeholders
Create stakeholder groups
Manage stakeholder groups
Add stakeholders or stakeholder groups during an incident
Notify stakeholders
 [aria-label=expand page tree item] Use Automation for incident management
Get started with playbooks
Create and manage playbooks
Automation rule suggestions on work items
Playbook templates for Jira Service Management
 [aria-label=expand page tree item] Help customers as a service agent
 [aria-label=expand page tree item] Work on customer requests
Summarize a work item's details using AI
Suggest replies for your customers using Rovo
About suggestions on work items
Raise a request on behalf of a customer
What are request participants? 
Use internal articles in the knowledge base panel
 [aria-label=expand page tree item] Manage your incoming requests with queues
Star your favourite queues
Sort requests within a queue
Assign work items from your queue
Add comments to multiple work items at the same time
Assign multiple work items at the same time
Delete multiple requests at the same time
Transition and approve multiple requests at once
Update the request types of work items using Atlassian Intelligence
 [aria-label=expand page tree item] View service level agreements (SLAs)
About service level agreements (SLAs)
About the work item view in Jira Service Management
 [aria-label=expand page tree item] Use the work item view in company-managed service spaces
About the issue view in Jira Service Management
Update information on a work item 
Move a work item through its workflow 
Link subtasks, work items, and pages to a work item
Watch, vote, share, and comment on work items
Communicate with customers and team members from the work item view
Approve or decline a request on a work item
Clone a work item
Respond to customer with an article 
Date and time formats in different languages
View the different types of activity on a work item
 [aria-label=expand page tree item] Use the work item view in team-managed service projects
Link work items to each other, or link to other information from work items
Move a work item through its workflow
Classify a request
Watch, vote, share, and comment on work items
Resolve with Rovo in the work item view
 [aria-label=expand page tree item] Best practices for teams using Jira Service Management
 [aria-label=expand page tree item] Best practices for IT teams using Jira Service Management
How is a service catalogue used in my IT service project?
How is ITIL used in Jira Service Management?
About default workflows in Jira Service Management
Help customers serve themselves with a knowledge base
 [aria-label=expand page tree item] Best practices for change management
Use the change calendar to manage change requests
How do you set the time limit for reviewing normal changes?
Request approval from Change Advisory Board (CAB) members
Enforce an approval step for change reviews
Auto-approve standard changes
Remind change reviewers automatically
Customize the default change management workflow
Default form fields for change requests
What is the change management workflow?
Enforce an approval step
 [aria-label=expand page tree item] Best practices for incident management
The incident management workflow for service projects
Link incident records to a work item in another project
Customize your incident management workflow
Default fields on an incident
 [aria-label=expand page tree item] Best practices for automatically prioritizing requests
What are priority levels in Jira Service Management?
How impact and urgency are used to calculate priority
How should my team define impact and urgency of requests?
Create an impact urgency priority matrix
Create an automation flow to prioritize your incidents
Set mandatory fields to automatically prioritize incidents
Customize your service request workflows
 [aria-label=expand page tree item] Best practices for problem management
Create a problem work item
What is the ITIL problem management process?
What is the aim of problem management?
Document known errors in your knowledge base
What is Jira Service Management's default problem workflow?
Customize your problem workflow
Default fields for problem requests
 [aria-label=expand page tree item] Managing service requests in your IT service space
What service request workflows come with my service project?
Customize fields in your IT service space
How can I make my service request forms more effective?
 [aria-label=expand page tree item] Collaborating with teams in other Jira products
Create linked work items to collaborate with other Jira products
How can service project and software teams work together?
Sharing requests with other Jira team members
Give Jira users permission to comment on service project work items
Jira Service Management and Jira can share custom fields
Give Jira users permission to view service project work items
 [aria-label=expand page tree item] Working on bug reports with Jira teams
What workflow helps service project agents resolve bugs?
What are the advantages of sharing custom fields?
Improve the way customers report bugs
How agents and development team work on bug reports together
Add a step to involve the development team in resolving bugs
Customize the workflow for bugs
 [aria-label=expand page tree item] Best practices for serving external customers
Create a customer service space
Set up request types to get information from your customers
Fill a knowledge base so customers can help themselves
Support multiple clients with a single Jira site 
Best practices for managing escalations
 [aria-label=expand page tree item] Discover alerting and on-call
 [aria-label=expand page tree item] Unlock your team’s operations
What are operations?
Launch your team operations
Merge migrated Opsgenie teams with Atlassian teams
What are the member roles in operations?
Work with member roles
 [aria-label=expand page tree item] Understand the integration framework
Integrations
Understand the framework
 Explore integration types
Explore integration actions
Work with advanced settings
Work with alert properties
Work with alert filters
Set priority levels of alerts
String processing methods
Regular expressions for customizing and filtering alerts
Bulk add services to integration create alert rules
 [aria-label=expand page tree item] Integrate IT applications and tools
Add a global integration
Add an integration (team-level)
Integrate with email
Integrate with Microsoft Teams
Integrate with Slack
Integrate with Airbrake
Integrate with Alert Logic
Integrate with AlertSite UXM
Integrate with Amazon CloudTrail
Integrate with Amazon CloudWatch
Integrate with Amazon CloudWatch Events
Integrate with Amazon DevOps Guru
Integrate with Amazon EC2 Auto Scaling
Integrate with Amazon EventBridge
Integrate with Amazon RDS 
Integrate with Amazon Route 53 Health Check
Integrate with Amazon Security Hub 
Integrate with Amazon SES 
Integrate with Amazon SNS
Integrate with Apica Synthetic Monitoring
Integrate with APImetrics
Integrate with AppDynamics
Integrate with AppOptics
Integrate with AppSignal
Integrate with Atatus
Integrate with Autotask
Integrate with Autotask AEM
Integrate with Auvik
Integrate with Azure OMS
Integrate with Bamboo
Integrate with BigPanda
Integrate with Bitbucket
Integrate with BlazeMeter
Integrate with Blue Matador
Integrate with BMC FootPrints v11
Integrate with BMC FootPrints v12
Integrate with BMC Remedy
Integrate with BMC Remedy OnDemand
Integrate with BMC Remedyforce
Integrate with BMC TrueSight Pulse
Integrate with CA Flowdock
Integrate with Campfire
Integrate with Catchpoint
Integrate with Checkmk
Integrate with Cherwell
Integrate with CircleCI
Integrate with Circonus
Integrate with CloudMonix
Integrate with CloudSploit
Integrate with CloudWisdom
Integrate with Codeship
Integrate with Compose 
Integrate with ConnectWise Automate (API)
Integrate with ConnectWise Automate (Email)
Integrate with Consul
Integrate with Coralogix
Integrate with Crashlytics 
Integrate with Datadog
Integrate with Desk.com
Integrate with Detectify
Integrate with DNS Check
Integrate with DripStat
Integrate with Dynatrace
Integrate with Dynatrace Webhook (v2)
Integrate with Errorception
Integrate with Evident.io 
Integrate with Flock
Integrate with Freshdesk
Integrate with Freshservice
Integrate with Ghost Inspector
Integrate with GitHub 
Integrate with GitLab 
Integrate with Google Cloud's operations suite
Integrate with Grafana
Integrate with Graylog
Integrate with Graylog Plugin
Integrate with Honeybadger
Integrate with Honeycomb 
Integrate with Hosted Graphite
Integrate with Humio
Integrate with Icinga 
Integrate with Icinga 2
Integrate with Instana
Integrate with ITRS OP5 Monitor
Integrate with Jenkins
Integrate with Kapacitor
Integrate with Kayako
Integrate with Kore
Integrate with Librato
Integrate with LibreNMS
Integrate with LightStep
Integrate with Logentries
Integrate with Loggly
Integrate with LogicMonitor
Integrate with Logstash
Integrate with Logz.io
Integrate with Looker
Integrate with Loom
Integrate with Magentrix
Integrate with ManageEngine
Integrate with Mattermost
Integrate with Microsoft Azure
Integrate with Microsoft Azure AutoScale
Integrate with Microsoft Azure Event Hubs 
Integrate with Microsoft Azure Resource Health
Integrate with Microsoft Azure Service Health
Integrate with Microsoft SCOM
Integrate with Microsoft Sentinel
Integrate with MongoDB Cloud Manager
Integrate with Monitis
Integrate with Moxtra
Integrate with N-ABLE N‑central RMM
Integrate with Nagios
Integrate with Nagios XI
Integrate with Netdata
Integrate with Neustar
Integrate with New Relic (Legacy)
Integrate with New Relic Workflows
Integrate with NodePing
Integrate with Observium
Integrate with OpsDash
Integrate with Opsview
Integrate with Oracle Enterprise Manager (OEM)
Integrate with Outgoing Amazon SNS
Integrate with Outlyer
Integrate with Panopta
Integrate with Papertrail
Integrate with Pingdom
Integrate with Pingdom Server Monitor
Integrate with Planio
Integrate with Prometheus
Integrate with PRTG
Integrate with Rackspace Cloud Monitoring
Integrate with Raygun.io
Integrate with Redgate SQL Monitor
Integrate with Riemann
Integrate with Rigor
Integrate with RingCentral (Email)
Integrate with RingCentral Glip
Integrate with Rollbar
Integrate with Runscope
Integrate with SalesForce Service Cloud
Integrate with SaltStack
Integrate with Scalyr
Integrate with Sematext SPM
Integrate with Sensu
Integrate with Sentry
Integrate with Server Density
Integrate with ServerGuard24
Integrate with ServiceNow
Integrate with ServiceNow Cloud Observability
Integrate with Signal Sciences
Integrate with SignalFx
Integrate with SignalFx (Legacy)
Integrate with Site24x7
Integrate with SOASTA
Integrate with SolarWinds Database Performance Monitor
Integrate with Solarwinds NPM
Integrate with Solarwinds Web Help Desk
Integrate with Splunk
Integrate with Splunk IT Service Intelligence
Integrate with Stackdriver
Integrate with StackStorm
Integrate with Status.io
Integrate with StatusCake
Integrate with StatusHub
Integrate with Statuspage
Integrate with Statusy
Integrate with StruxureWare Data Center Expert
Integrate with Sumo Logic
Integrate with Sysdig Cloud
Integrate with ThousandEyes
Integrate with Threat Stack 
Integrate with Thundra
Integrate with Tideways
Integrate with Trace
Integrate with Track-It!
Integrate with Travis CI
Integrate with Twilio
Integrate with Updown.io
Integrate with Uptime Cloud Monitor
Integrate with Uptime Robot
Integrate with Uptime.com
Integrate with UptimeProject
Integrate with Uptrends
Integrate with VMware vCenter
Integrate with VMware vCenter Server Appliance
Integrate with Wavefront
Integrate with Webhook 
Integrate with WhatsUp Gold
Integrate with Workato
Integrate with X-Pack (Elasticsearch Watcher)
Integrate with XL Release
Integrate with XMPP/Jabber
Integrate with Zabbix
Integrate with Zapier
Integrate with Zebrium
Integrate with Zendesk
Integrate with Zenoss
Migrating from Terraform's Opsgenie Provider to Atlassian Operations Provider
Set up an API integration
Set up Atlassian Operations Terraform Provider
 [aria-label=expand page tree item] Build on-call schedules
How do on-call schedules work in operations?
Create an on-call schedule
Override an on-call schedule
Create daily, weekly, and custom rotations
Best practices for managing on-call schedules
What are escalation policies?
Create, edit, delete an escalation policy
What are routing rules?
Create, edit, delete a routing rule
What is incoming call routing?
Add a new call routing
Blocking a phone number in a call routing
Connect and manage on-call schedules in Slack
 [aria-label=expand page tree item] Manage and respond to alerts
What are alerts?
Alert fields
Navigate the alerts list
Group alerts using Rovo
View related alert groups
View similar alerts, past responders, and related resources
What is alert deduplication?
Who are alert responders?
What are alert actions?
Escalate an alert
Create incidents from alerts
Create incident from alerts with Atlassian Intelligence
What are notification policies?
Create, edit, delete a notification policy
Create, edit, delete an alert policy
What are heartbeats?
How are alerts created?
Manage alerts through their lifecycle 
Search syntax for alerts
What are alert policies?
What is maintenance in operations?
Configure alert grouping
View alerts by signal or noise
Work with alert groups in the Jira Cloud mobile app
 [aria-label=expand page tree item] Receive alert notifications
Add contact methods
Add notification forwarding rules
Add notification rules
Alert notification sounds used in Jira mobile app
Alert notifications
Get your first alert notification
Set up notification preferences
Set up role-based notifications
Set up SMS and voice notifications
The alert notification flow
 [aria-label=expand page tree item] Manage users and roles
About custom roles
Work with custom roles
Work with Operations global admin
 [aria-label=expand page tree item] Reports and logs in operations
What are reports of operations?
How to view reports of operations
Reports for on-call teams
Allow cross-site tracking or third-party cookies on browsers
What are audit logs?
Work with audit logs
 [aria-label=expand page tree item] Sync with Jira issues
What is sync?
Sync alerts with service and software projects
 [aria-label=expand page tree item] Use Jira Edge Connector (JEC) as an extensibility platform
Jira Edge Connector (JEC) - An extensibility platform
Install Jira Edge Connector
Configure Jira Edge Connector
Run Jira Edge Connector
Alert action data for Jira Edge Connector
Run a playbook and view outputs
 [aria-label=expand page tree item] Move operations from Opsgenie to Jira Service Management
Start moving from Opsgenie to Jira Service Management
Set up operations and complete your move to Jira Service Management
Merge Opsgenie and move your data to Jira Service Management
Move to Jira Service Management operations as a responder
 [aria-label=expand page tree item] Learn the Jira fundamentals powering Jira Service Management
 [aria-label=expand page tree item] Work with requests and work items in Jira Cloud products
How can my Jira admin customize work items for my team?
Schedule a work item
Create work items with the CSV importer
Edit and share work items
Move a work item to another service project
Log time on a work item
Edit multiple work items at the same time
Attach files and screenshots to work items
Create work items and subtasks
Link to an existing attachments on a work item
Review and modify your work item layout
 [aria-label=expand page tree item] Use basic search and filters to find requests and work items
Add a gadget to a dashboard
Manage dashboards and gadgets
 [aria-label=expand page tree item] Manage your Jira user profile
Allow OAuth access
Manage your Jira personal settings
Overview of Jira Cloud keyboard shortcuts
 [aria-label=expand page tree item] Moving to Jira Service Management Cloud
Transitioning to Service Collection
What to know when migrating ProForma Data Center to Cloud
 [aria-label=expand page tree item] Use forms in Jira Service Management
Where can forms be used?
About form settings
About form states 
Create a work item using a link to a form
How forms behave on work items
View, add, or edit a form on a work item
Open customer edits, or download a form on a work item
Delete a form from a service space
What are form fields and Jira fields?
Link a form field to a Jira field
About duplicate form fields and Jira fields
Add or unlink a data connection from a form
Create, edit, test, or delete data connections for forms
Access smart values for forms and form fields
Add a form to a request type
Add translations to a form
Copy a form to another space
Create or edit a form
Restrict who can view forms
What are forms?
 [aria-label=expand page tree item] Rovo features in Jira Service Management
Add a Rovo agent to the help center
AI answers in the virtual service agent
Create a Rovo agent for your help center
Create request types using AI
Create service requests with Rovo agents
Suggest fields using AI
Summarize work item details using Atlassian Intelligence
View customer sentiment on work items
 [aria-label=expand page tree item] Automate customer support with the virtual service agent
About the virtual service agent
Set up your virtual service agent
 [aria-label=expand page tree item] Manage your virtual service agent
About standard flows
Edit a standard flow
Set or change the virtual service agent default request type
Turn off the virtual service agent
 [aria-label=expand page tree item] Use the virtual service agent in your customer channels
Use the virtual service agent in Microsoft Teams
Use the virtual service agent in Slack
Use the virtual service agent in your portal
Use the virtual service agent in email
Use the virtual service agent in your help center
Use the virtual service agent in your widget
 [aria-label=expand page tree item] Use AI answers in your virtual service agent
Use AI answers in the virtual service agent
 [aria-label=expand page tree item] Create and manage intents and conversation flows
Create, edit, or delete an intent
Train your virtual service agent to recognize an intent
Create or edit a conversation flow
About step types in the virtual service agent flow builder
End a conversation flow branch
Activate or deactivate an intent
Create a 'send web request' step
Manage the virtual service agent's connection to Workato
Manage the virtual service agent's connection to Workday
Run an Automation flow in a conversation flow
Trigger a Workato recipe in a conversation flow
Trigger a Workday action in a conversation flow
 [aria-label=expand page tree item] Improve your virtual service agent’s performance
Test your virtual service agent
Write effective messages for your virtual service agent
Set up your knowledge base to improve the quality of AI answers
Use conversation data to improve your virtual service agent's performance
Improve the performance of the virtual service agent in your help center
 [aria-label=expand page tree item] Understand how the virtual service agent uses data
How the virtual service agent’s data set is trained
Who can see virtual service agent conversations
 [aria-label=expand page tree item] Search for issues in Jira
 [aria-label=expand page tree item] Search for work items
 Find specific issues
Find recent issues
Search for issues using the text field
Navigate to your work
 [aria-label=expand page tree item] Use advanced search with Jira Query Language (JQL)
What is advanced search in Jira Cloud?
JQL functions
JQL developer status
JQL fields
JQL keywords
JQL operators
Search for Advanced Roadmaps custom fields in JQL
 [aria-label=expand page tree item] Save your search as a filter
What is a saved search?
Save your search as a custom filter
Manage filters
 [aria-label=expand page tree item] Work with search results
Change the view of search results
Edit individual and multiple work items
Manage search results
 [aria-label=expand page tree item] Build journeys in Jira Service Management
Create a journey type
Edit a published journey type
Add a trigger to a journey type
Add work items to a journey type
Assign values to fields on work items in a journey type
Add conditions to a journey type 
Add dependencies to a journey type
Add Automation flows to work items in a journey type
Track in-progress journeys
Manage active and inactive journey types
About journeys in Automation
Monitor a journey in Automation's audit log
 [aria-label=expand page tree item] Collect feedback from your organization with surveys
Get started with surveys
Create and manage surveys
Create surveys with Rovo
Use survey automation actions
Manage survey access and restrictions
Review and export survey data
Analyze survey questions with Rovo
Connect survey feedback to work items
 [aria-label=expand page tree item] Help customers in real time with live chat
Chat with customers
Get started with live chat
 [aria-label=expand page tree item] Manage HR service management
 [aria-label=expand page tree item] Manage HR cases in Jira Service Management 
What is case management in Jira Service Management?
Log findings and outcomes on a case
 [aria-label=expand page tree item] Manage your work with views
Enable new views for your service space 
 [aria-label=expand page tree item] Manage your work in a list
View your work items in a list
 [aria-label=expand page tree item] Manage your work using a board
Get started with boards
Manage board columns and statuses
Create quick filters for your board
Create swimlanes for your board
Add colors to cards on your board
Add fields to cards on your board
How to use the 'work items for attention' insight
Rank work items on your board manually
 [aria-label=expand page tree item] Manage your work with a calendar
Use the calendar to view your work items
Show work items on the calendar
Switch between views for different ways to visualize your work items
 [aria-label=expand page tree item] Track hardware using hardware asset management
 [aria-label=expand page tree item] Get started with hardware asset management
What is hardware asset management?
Set up hardware asset management
Import your hardware data
Manage who can access hardware
Learn about permissions in hardware asset management
 [aria-label=expand page tree item] View the hardware overview
What is the hardware overview?
Get hardware insights from Rovo
Read the hardware overview
Rovo AI Skills for Hardware Asset Management (HAM)
 [aria-label=expand page tree item] Manage your hardware inventory
What is hardware?
Find hardware in the register
Manage hardware
Manage hardware types
Manage depreciation rules
Manage stock rules
 [aria-label=expand page tree item] Build a model catalogue
What are hardware models?
Find models in the register
Manage models
 [aria-label=expand page tree item] Learn about hardware asset management
Hardware statuses
Hardware request type catalogue
Hardware automation template catalogue
Hardware asset management glossary
 [aria-label=expand page tree item] Organize your stockrooms
What are stockrooms?
Find stockrooms in the register
Manage stockrooms
 [aria-label=expand page tree item] Track hardware work
What is hardware work?
Find work in the queue
Work with a hardware work item
Manage hardware request types
Manage hardware automations
 [aria-label=expand page tree item] Build custom hardware dashboards
What are custom hardware dashboards?
Manage custom dashboards
 [aria-label=expand page tree item] Use knowledge base in Jira Service Management
 [aria-label=expand page tree item] Add knowledge from Confluence on a different site
Link and unlink Confluence spaces on a different site
Manage permissions for Confluence spaces on a different site
 [aria-label=expand page tree item] Add knowledge from third-party products
Add knowledge from Google Drive to your service space
Add knowledge from Microsoft SharePoint to your service space
Create knowledge base articles
Manage knowledge bases with Rovo
Setting up a knowledge base in Jira Service Management
 [aria-label=expand page tree item] Write and share effective knowledge base articles
Use templates to create articles
Use AI drafts to write articles quickly
Address knowledge gaps with suggested topics
Manage your drafts
Categorize knowledge base articles
Edit and delete a knowledge base category
Add labels to knowledge base articles
 Share knowledge base articles with customers
 [aria-label=collapse page tree item] Use Request Resolver to streamline your team's work
Get started with Request Resolver
Execution modes in Request Resolver
Resolve work items with Request Resolver
Create employee onboarding journeys with Request Resolver
 [aria-label=Breadcrumbs] 
Atlassian Support
Jira Service Management
Resources
Use Request Resolver to streamline your team's work
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Get started with Request Resolver
 [aria-label=info panel] 
Rovo Service is now Request Resolver. If you're searching for Rovo Service documentation, you're in the right place.
 [aria-label=warning panel] 
Request Resolver is not HIPAA compliant. You should not use Request Resolver for sites or projects that handle protected health information (PHI).
Request Resolver is an AI teammate that can help you work more efficiently in Jira Service Management by automating common tasks.
Capabilities
Today, Request Resolver has two capabilities: resolution management and employee onboarding.
Resolution management allows Request Resolver to help your team resolve work items quickly by generating a plan and then executing that plan autonomously or with your supervision. 
Employee onboarding allows Request Resolver to quickly create an employee onboarding journey type, and edit individual employee onboarding journeys. 
Turn on Request Resolver
 [title=https://support.atlassian.com/jira-service-management-cloud/docs/resolve-work-items-with-rovo-service/] Find out how to turn on resolution management, or [title=https://support.atlassian.com/jira-service-management-cloud/docs/use-rovo-service-to-streamline-employee-onboarding/] turn on employee onboarding.
Manage Request Resolver’s knowledge
Request Resolver uses information from your space’s internal knowledge base to help you resolve work items. It may also use knowledge to share information with your help seekers. To manage the knowledge that Request Resolver has access to:
Next to the name of your service space, select More actions (), then Space settings. 
In the navigation on the left, select Request Resolver. 
Select Configure under Resolution management. 
Select Knowledge to view and manage what knowledge Request Resolver has access to. 
Select Knowledge base settings, then Internal to add knowledge that only AI agents (including Request Resolver), service team agents, and admins can access.
Request Resolver will only ever show help seekers information that they have permission to see, or that has been approved by a Jira Service Management team member. 
Manage Request Resolver’s tools
Third-party tools allow Request Resolver to perform actions automatically. To manage Request Resolver’s tools:
Next to the name of your service space, select More actions (), then Space settings. 
In the navigation on the left, select Request Resolver. 
Select Configure under Resolution management.
Select Tools to see which third-party tools are available to use with Request Resolver.
Follow the prompts to authenticate or configure third-party tools so that Request Resolver can use them.
Best practices for resolution management with Request Resolver
If you’re enabling resolution management for service requests, here’s some best practices to keep in mind when you start. [title=https://support.atlassian.com/jira-service-management-cloud/docs/resolve-work-items-with-rovo-service/] More about resolving work items with Request Resolver
Choose the right request types
Improve the setup over time by starting with low-risk, focused, and repeatable request types. Resolution management works best for request types that are well understood and handled in a similar way each time. 
Some examples include, common access requests, account help or password resets, license requests, and requests that are frequently routed to specific teams.
Start with supervised mode
We recommend that you start with the supervised mode before using the autonomous mode. [title=https://support.atlassian.com/jira-service-management-cloud/docs/about-execution-modes-in-rovo-service/] More about execution modes in Request Resolver
Supervised mode lets your team validate resolutions plans generated by Request Resolver before they decide whether to assign the work to Request Resolver. This helps your team build confidence while staying in control of the final action. Once your team sees consistent, successful results for a request type, you can consider moving that request type to autonomous mode.
Add relevant knowledge
Request Resolver uses the knowledge base connected to your service space to help resolve work items. This knowledge can include articles, runbooks, troubleshooting guides, and other approved information your team uses to handle requests. [title=https://support.atlassian.com/jira-service-management-cloud/docs/allow-customers-to-self-serve-with-knowledge-base/] More about using knowledge base in Jira Service Management
Your knowledge doesn’t need to be perfect to start with. Begin with the most relevant articles or runbooks for the request type you’re enabling. As your team reviews Request Resolver plans, they can identify gaps, outdated steps, or unclear instructions in the source material.
Improving the underlying knowledge helps Request Resolver generate better plans over time.
Configure tools for external actions
Tools allow Request Resolver to take action outside of Jira Service Management. If a request type requires action in another system, such as an identity or access management tool, configure the relevant tool. Request Resolver can only use tools that have been connected and configured for your space. [title=https://support.atlassian.com/jira-service-management-cloud/docs/about-rovo-service/] How to manage Request Resolver’s tools
Improve and expand over time
It’s best to approach setting up Request Resolver as an iterative process. Starting small helps your team learn how Request Resolver performs, improve the supporting knowledge, and scale resolution management safely.
Here’s a simple rollout pattern:
Choose a low-complexity, repeatable request type.
Enable supervised mode for that request type.
Connect or create knowledge articles relevant to that request type.
Configure tools if the request requires actions in external systems.
Ask your team to review the generated resolution plans. 
Review resolution outcomes and agent feedback
Update knowledge articles when gaps appear.
Expand to more request types once results are consistent.
Move to autonomous mode only when your team is confident in the result.
How Rovo credit usage is calculated for Request Resolver
Request Resolver usage is measured by Rovo credits. Each time Request Resolver generates a resolution plan for a service request, your organization uses 100 credits from its total allowance. [title=https://support.atlassian.com/rovo/docs/rovo-usage-limits/] More about Rovo credit usage
Request Resolver works in two steps to resolve incoming service requests. Credits are used for the initial planning phase:
Request Resolver analyzes the incoming request and creates a plan to resolve it. This step uses 100 Rovo credits.
It carries out the steps in the plan to resolve the request. This step doesn’t use any credits.
Any follow-up work required to resolve the request after the plan is generated is also included in the initial 100-credit usage. 
What counts as usage
Generating a resolution plan: You are charged once per service request at the point a resolution plan is generated. This step uses 100 Rovo credits.
Supervised vs. autonomous mode: Credits used is the same regardless of whether Request Resolver runs in supervised or autonomous mode.
What doesn’t count as usage
Regenerating plans: If a plan is regenerated for the same service request, you are not charged again. A single service request only ever uses credits once.
Unsuccessful generation: If Request Resolver is unable to generate a resolution plan for a request, no credits are used.
Executing a resolution plan: Carrying out the steps to resolve the request do not consume Rovo credits. 
Refining a plan: Reviewing, correcting, or adjusting a generated plan through the chat or UI does not consume credits. 
For example, If your team receives 1,000 service requests in a month and Request Resolver generates resolution plans for 300 of them:
Plans generated: 300
Credits per plan: 100
Total usage: 30,000 Rovo credits
This total usage covers both the generation of those 300 plans and any subsequent execution or editing needed to resolve those specific requests. The remaining 700 requests handled by other means do not consume any credits.
 [aria-label=info panel] 
Rovo credit allowances will be applied starting December 3, 2026. Organization admins can view and manage their usage in Atlassian Administration.
When using our services, customers must comply with the [title=https://www.atlassian.com/legal/acceptable-use-policy] Atlassian Acceptable Use Policy.
Organization admins can track Rovo credit usage in Atlassian Administration.
To view your usage:
Go to [title=https://support.atlassian.com/organization-administration/docs/explore-an-atlassian-organization/] Atlassian Administration. Select your organization if you have more than one.
Select Insights, then Platform usage.
From here, you can view your total credit allowance, current usage, app-level trends, user-level usage, and which features are consuming credits.
When you reach your usage limit, Request Resolver continues without interruption if extra usage is enabled. Organization and billing admins set Rovo credit usage limits and have controls to adjust limits as needed. Admins are notified at 80% and 100% usage, and extra usage is charged on your next invoice. [title=https://support.atlassian.com/subscriptions-and-billing/docs/manage-extra-usage-for-a-meter/] More about extra usage
If you need to use more than your total allowance, you can also consider purchasing [title=https://support.atlassian.com/subscriptions-and-billing/docs/manage-usage-packs/] usage packs.
 [aria-label=info panel] 
Request Resolver is a premium AI feature that consumes Rovo credits. Find out [title=https://support.atlassian.com/rovo/docs/rovo-usage-limits/] how Rovo credits work for premium AI features.
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On this pageCapabilitiesTurn on Request ResolverManage Request Resolver’s knowledgeManage Request Resolver’s toolsBest practices for resolution management with Request ResolverChoose the right request typesStart with supervised modeAdd relevant knowledgeConfigure tools for external actionsImprove and expand over timeHow Rovo credit usage is calculated for Request ResolverWhat counts as usageWhat doesn’t count as usage
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