JSM Features

Out of Office Assistant behaves the same in a Jira Service Management space as in any other: an absence is recorded as a rule, and while that rule runs the app acts on the work items it covers. Four things are specific to a service desk, which has approvals to keep moving and an audience outside your own team. This section covers them and assumes at least one service management space on your site.

Two of the four are set by an administrator, and two are choices on an individual rule. Start with the administrator settings.

Administrator settings

Both live under App Settings > General Settings, in the Service Management group, but their reach differs. The portal display is a list of service management spaces and applies only to the spaces on that list; adding a space is part of switching it on. Customer rules is a single checkbox covering the whole site.

• Agent Availability Display in JSM Customer Portal - show the customer, on the request they raised, whether the assigned agent is out of office. The page covers the space picker, what the panel shows and what a customer sees when nobody is assigned.

• Creating Out of Office Rules for JSM Customers - allow people who work through the customer portal, rather than in Jira, to have rules of their own. The page covers turning the option on and what changes.

Choices on a rule

These two are fields on the rule form, each applying only to the rule that carries it. Approval delegation also needs agent access to the service management space, for you and your approver coverer both. Ticking Show Out of Office status in work item glance only removes Work Item Selection, Coverers, Approver Coverers, Message Text and the Share this message with service desk customers. checkbox, so a glance-only rule can carry none of them.

• Approval Delegation for Jira Service Management - name an approver coverer on the rule, so approvals waiting on the absent person pass to a colleague instead of stalling. The page covers how the swap is made, what happens when the rule ends, and where swaps are recorded.

• Service Desk Customer Notifications - decide whether the comment the app posts when it hands a request over stays internal to agents or is shown to the customer who raised it. The page covers the setting on the rule and how the message is assembled.

Where the rest of the app is documented

Nothing else changes on a service desk; the pages below apply unaltered.

• Rule Configuration Guide - the rule form in full: absence period, the work items a rule covers, coverers, templates and messages.

• Permissions and Access Requirements - who may create and manage rules for other people, and who can reach App Settings.

• Issue Context Assignment and Availability Display - the availability panel agents see on a work item, as distinct from the portal panel customers see.