Use the work item view in team-managed service projects

After your customers send requests to your service project team, they become work items for your agents to resolve. The work item view is where you go to resolve these work items. Agents spend most of their time there, so it’s important to understand it well. Read more about the work item view.

From the work item view, you can:

• get the details of a customer request

• communicate with the customer or your service project team members

• add attachments that help resolve the work item

• collaborate with teams on other Jira applications or other Atlassian cloud applications

• share knowledge base articles with the customer, if your service project is linked with Confluence

• transition the work item through its workflow, including resolving it

• update work item details

• talk to customers and/or team-members