Jira Service Management

“Skillset” fields can be used in Jira Service Management and Jira Service Desk projects, which means that you can now route external service requests to agents based on general or product expertise.

By restricting issue transitions based on expertise, you can guarantee the consistent quality of your support services without having to use complex automation or manual routing.

Due to the temporary platform limitations, you may find that Skillset Experts are not being calculated automatically in Jira Service Desk issues. This can be fixed by adding the “Skills for Jira” user as an Agent.

Be aware that Jira Service Desk is billed per Agent seat.

The limitation is temporary and will be removed in future releases.

You can use https://totem-dev.atlassian.net/wiki/spaces/SKILLS/pages/422379521 (or a custom routing solution based on https://totem-dev.atlassian.net/wiki/spaces/SKILLS/pages/416088078) for expertise-based routing. This way you can have your agents process requests that they have expertise for with minimal downtime.

The Atlassian-recommended approach for ticket routing is to use automation to assign tickets to different queues based on custom-defined criteria. If your main concern is to route tickets to a right agent that has the expertise and availability to handle it, “Skills for Jira” can help you simplify this approach and avoid maintaining custom logic and artificial constructs.

We recommend including a Triage step into your workflow where you determine skills and knowledge required from the agent to handle the request with great quality.


The same https://totem-dev.atlassian.net/wiki/spaces/SKILLS/pages/416022529 features available for regular Jira projects are also available for the Jira Service Desk. You can use them to identify knowledge scarcity in your support team as well as service requests that are at risk of SLA breach due to knowledge bottlenecks.