Jira SM — Production Configuration
Jira Service Management can be running in hours, but "running" and "production-ready" are very different things. This guide covers the gap.
This guide targets Jira SM Premium (Cloud). Some features (Assets/CMDB, Advanced Automations) are Premium-only.
Project Setup
Create your service project
From Jira → Create Project → Service Management → IT Service Management template.
Name it clearly: IT Service Desk or [Company] ITSM.
Configure request types
Replace the default request types with your actual service catalogue:
🖥️ Hardware & Equipment
├── New Laptop / Desktop Request
├── Equipment Replacement
└── Peripheral Request
💿 Software & Access
├── Software Installation
├── New System Access
└── Access Revocation
🚨 Incidents
├── Report an Outage
├── Performance Issue
└── Security Concern
👤 Onboarding / Offboarding
├── New Starter Setup
└── Leaver OffboardingSet up SLA policies
Navigate to Project Settings → SLAs.
| SLA | Condition | Goal |
|---|---|---|
| Time to first response | Priority: Critical | 30 minutes |
| Time to first response | Priority: High | 2 hours |
| Time to resolution | Priority: Critical | 4 hours |
| Time to resolution | Priority: High | 8 hours |
| Time to resolution | Priority: Medium | 3 business days |
| Time to resolution | Priority: Low | 5 business days |
Configure queues
Create focused queues for your team:
- Unassigned — new issues with no assignee
- My open issues — personal workload view
- Breaching SLA — issues approaching or past SLA
- Waiting for customer — blocked on requester response
- Critical incidents — P1/P2 filter
Automations
Three automations every Jira SM project needs from day one:
# 1. Auto-assign based on request type
Trigger: Issue created
Condition: Request type in [Hardware & Equipment]
Action: Assign to group "IT Hardware Team"
# 2. SLA breach notification
Trigger: SLA breached
Action: Notify group lead + add comment "⚠️ SLA breached"
# 3. Auto-close stale waiting issues
Trigger: Scheduled (daily)
Condition: Status = "Waiting for customer" AND Last updated > 5 days ago
Action: Transition to "Resolved" + Comment "Auto-closed: no response received"