Team-managed projects in Jira Service Management

Getting started with team-managed projects

Enable team-managed projects in Jira Service Management

To get started with team-managed projects, you may need to first enable them in your instance.

To enable (or disable) team-managed projects from your project settings:

1. From your Jira Service Management site, go to Settings.
2. Select Products.
3. Under Configuration in the Jira Service Management section, find the Project types section.
4. Under Team-managed projects, use the toggle to enable or disable team-managed projects on your site.

By default, Jira Service Management gives all enabled users the Create team-managed projects global permission. To prevent users from creating team-managed projects you can manage which groups are granted this permission in your global settings. Learn how to change permissions in your global settings.

We recommend checking your global permissions so that you know who can create and use team-managed projects. Learn more about the admin role in team-managed projects.

Create a team-managed project

To find out if you can create your own project, choose Projects in the navigation bar. If you see the Create project option, then you're all set. If not, check with your Jira admin for help creating a project.

To create a team-managed service project:

1. Choose Projects > Create project.
2. Select Service Management under Project templates or Jira Service Management under Products.
3. Learn more about the available templates and select a template.
4. Choose project type: Team-managed.
5. Give your project a name. You can change your service project template by selecting Change template.
6. Choose who can access your project.
7. Select Create.

A project key will automatically be generated when the project is created.

To edit your team-managed service project’s details:

1. From your project’s sidebar, select Project settings > Details.

Learn more about editing your team-managed project’s details →

Set up request types in team-managed service projects

Request types categorize your service project's work. You can customize them to collect the right information from your customers, so your agents know exactly how to help them. Add more request types to your service project to distinguish different tasks in unique ways and present different forms to collect the right information from your customers.

To add your own request types:

1. From your project’s sidebar, select Project settings > Request types.
2. From the sidebar, select + Add request type.
3. Give your request type a name, description, and an icon.
4. Select Create.

You can add up to 30 request types.

Your new request type appears in the sidebar, alongside the other request types your service project uses. Your request type appears in the customer portal as a form your customers can use to request help.

Learn more about setting up request types in team-managed projects →

Set up email requests in team-managed projects

You can set up a service project email address so you can capture requests from your customers in a single place. Requests that are sent to your service project’s email address are automatically added to your queues, so your team can focus on customers without worrying about missing requests or managing multiple inboxes.

Jira Service Management projects come with a default email address, or you can add a custom email address that is already in use by your team.

To add a custom email account:

1. From your service project, select Service project settings > Channels > Email.
2. Choose your email service provider and follow the prompts to link your account.

Customize the portal and help center in your team-managed projects

The online portal and help center offers customization options that help you make sure your customers find the information they need while delivering a consistent brand experience.

To customize your portal:

1. From your service project, go to Service project settings > Channels > Customer portal.
2. Edit the Name, Introduction text, and Logo fields as needed.

Your logo will also appear in notifications sent by your service project.

To customize your help center:

1. Go to Settings > Products > Jira Service Management > Configuration.
2. Under Customize your help center, you’ll see a list of customization options available to you, including: login message, announcement, look and feel, language, and home page layout.
3. Choose the relevant option, make changes, and select Save changes.

Add your team members

Once you have your service project established, it’s time to start inviting team members.

To give people or groups specific internal access and additional roles in your service project:

1. From your project's sidebar, select Service project settings > Internal access.
2. Select Add people.
3. Type a name, group, or email address.
4. Select the person’s role in your project from the Role dropdown.
5. Select Add.

Learn more about managing how people access your team-managed project →

Learn how to manage customers and organizations in your team-managed project →