Why isn't there a Task Tracking Template for Service Management

[Hines Trulock]

I am migrating user from Jira Software to Service Management.  One of the projects our support teams uses is a task tracking project.  Why isn't there a task tracking project for Service Management?  What is the best option to have the service desk agents keep track of project tasks.  

[Michael Andolfatto · Accepted solution]

Hi @Hines Trulock ,

Jira has different flavors like Jira Software, Jira Service Management, and Jira Work Management and each of these flavors has different templates which are really just out of the box configurations to help your team get started.

JSM by default is not really meant to be a task tracker which is why the template is not available. JSM excels at accepting and resolving customer requests. Jira Work Management or Jira Software are both more suitable to track the completion of tasks/projects in the short and long term. (Jira Software being helpful to Agile teams and/or more complex configurations)

[Hines Trulock]

Thank you @Michael Andolfatto for your prompt response.  The goal is to reduce the amount of Jira Software users and move the support team over to JIRA Service management and have them as agents.  So if the agents have access to the work management then they would still be counted as a Jira user correct?  

[Michael Andolfatto]

Hey @Hines Trulock , if a user in your site has either a Jira Software license or a Jira Service Management license then they will automatically have access to Jira Work Management projects that are shared with them.

If a user has a Jira Software license and is given access to a Service project (or vice versa) they will still have access to the project and its issues but will not see any configurations specific to the flavor of Jira they do not have a license for. (e.g. Queues will not be visible in a Service project or Boards will not be visible in a Software project)

[Hines Trulock]

Afternoon @Michael Andolfatto Is Work Management included with Service Management?  I created a trail for Service Management but it seems to also added Work management.  

[Michael Andolfatto]

Correct @Hines Trulock , it's included if you have either Jira Software or Jira Service Management installed. If you have neither it can be purchased as a standalone product.