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Service Management Users

A solution to UI limitations in Service Management projects

Issue Matrix for Jira Cloud was designed to address the limitations users face when working on Service Management projects in Jira Cloud and to boost teams’ performance and productivity. We’ve built the app to help you and your teams handle Service Management requests, incidents, and problems more efficiently and in minimum time.

Let’s look at the default request view in a Service Management project in the picture below.

Lack of context in the default Service Management requests

The information displayed in Jira requests is limited and, in many cases, lacks an essential context. In addition to that, there’s no flexibility to customize the information presented in Jira issues. The counter-intuitive issue views prevent Jira Service Management users from utilizing the platform’s full potential.

For example, with Jira’s default issue views, you cannot see all tickets from the current issue’s reporter in the same issue.

Bring context to your Jira Service Management requests

The Issue Matrix for Jira Cloud app enhances the Jira Software and Jira Service Management end-user experience by allowing users to customize issue views and their contents and overcome the limitations of the default Jira user interface (UI).

Our app’s features allow you to visualize information from issues that are not linked directly but share a common context in a single Jira Service Management request.

Learn how to create and use Issue Matrices in Jira Service Management projects.

In Service Management projects, you frequently would need to view all requests in progress by the same reporter as the request you’re currently viewing. You can achieve this use case with Issue Matrix for Jira Cloud.

When viewing a ticket, the app allows you to have custom UI panels containing lists of requests, incidents, etc., which aren’t directly linked to each other but have the same projectassigneereporterrequest typeorganization, etc., as the current ticket.

This way, you won’t have to leave the request you’re viewing to collect all the information you need across Jira’s other pages.

You’re free to build matrices that group issues by criteria of your choice matching your teams' needs.

Use Advanced JQL syntax by Issue Matrix

Our team developed powerful custom JQL syntax (JQL extension) for Jira custom fields. It is designed to filter a list of related yet not directly linked tickets based on their custom field values. You can compare issue fields with the values stored in the currently viewed ticket.

For example, you may want to display all requests with the same assignee or reporter as the issue you’re viewing currently.

The JQL extension is available for Jira Service Management custom fields. You can also use the advanced JQL syntax for Jira Core and Software fields inside your Service Management Issue Matrices.

Learn more about the extended JQL

View all tickets with the same assignee as the current ticket

On а single ticket screen, you can view all open tickets with the same assignee as the current ticket’s assignee. For this purpose, you need to create a JQL-type Issue Matrix with the following JQL entry in its configuration:

assignee=${currentIssue.assignee} AND status="OPEN"

You won’t have to leave the current page anymore to look for more information related to the current issue.

View all tickets with the same customer as the current ticket

You can view all tickets that come from the same customer as the current ticket’s customer on a single ticket screen. Achieve it by creating a JQL-type Issue Matrix with the following JQL query:


The additional context and content Issue Matrix allows you to have in your issue views saves you time and effort navigating and searching in Jira.

Use inline editing for enhanced productivity

Inline editing allows users to quickly update service management tickets within an Issue Matrix panel. This feature lets users make immediate changes to many requests at hand without leaving the current ticket.

For instance, you can update the estimates or the assignee of all tickets listed in an Issue Matrix panel without leaving the current ticket and opening each ticket individually.

You can update Jira fields like SummaryStatusAssignee, etc., directly in the Issue Matrix panel of a Service Management ticket. For the complete list of editable fields, visit our documentation about the inline editing capabilities Issue Matrix for Jira Cloud offers.

Inline editing of Service Management fields

Inline editing isn’t available yet for the Jira Service Management fields. Still, you can update Jira Core fields inside your Service Management Issue Matrices.

Stay tuned as the support for inline editing Service Management fields is on our roadmap!