40+ speakers, 300+ experts, 12th edition (you in?) Join Jira Day by Deviniti

Get your tickets now ➡

How do you set up and use Jira HR Service Management? [Examples & step-by-step guide]

HR teams often face the challenge of managing numerous service requests manually.

This can result in errors, delays, and employee frustration. 

How can you address these complications?

The answer lies in setting up Jira HR Service Management. Let’s walk through the process step-by-step.

Table of contents

Why do HR teams choose Jira Service Management? 

HR employees often do tasks by hand, like getting signatures or telling IT about new hires. This is why modern teams look for quick solutions and easy access to internal resources.  Jira Service Management offers a user-friendly self-service portal. It enables teams to automate and simplify HR processes.

hr request channel jira service management
HR request channel in JSM. Source: Atlassian

JSM helps HR make a good first impression on new workers and remember everything that needs to be done. JSM also connects HR with IT, finance, and facilities teams. It helps with all the steps of hiring new people. 

Book a 1-on-1 demo with one of our Atlassian experts
Let’s talk about how you can modernize HR processes at your company today.
Contact us

Briefly, Jira HR Service Management has ready-made tools for HR teams to use. What else can it do? Let’s get started!

Would you like to set up JSM yourself first? We got you covered!

Improved efficiency thanks to automation

International Public Management Association for Human Resources confirms that 78% of HR professionals consider HR service desks crucial for internal processes. No wonder. HR professionals spend 40% of their time on administrative work. Automation can easily lower this number.

This is exactly what Jira Service Management can help you with. JSM automates repetitive tasks and workflows. This means you can automate HR tasks similar to each new employee. It can be, for example, providing newcomers with laptops or creating email accounts for them. It frees up HR teams’ bandwidth and simplifies their daily work.

Advanced reporting and analytics

Reports in Jira Service Management allow HR teams to track key metrics. They can analyze the volume of incoming requests, employee satisfaction, and time to resolution. This data helps HR teams make informed decisions and improve their processes. 

requests report in Jira Service Management
Exemplary requests report in Jira Service Management. Source: Atlassian


This approach pays off in the end. Companies with an effective HR service desk experienced a 15% reduction in HR-related errors. They also claim a 20% improvement in data accuracy. 

Better employee experience

Using Jira and JSM can improve the employee experience when it comes to HR. It provides all users with a centralized platform for HR inquiries and self-service. Atlassian is a perfect example of this. The company’s internal use of Jira Service Management made onboarding easier to manage and track.

Seamless integration with other tools

Teams investing in digital HR solutions can save up to 25% on HR administration. Jira Service Management stands out in terms of its integration options. It connects with a wide range of other platforms and software tools. For example, Atlassian’s HR team integrated JSM with Workday via Workato. It has automated request creation and initiation of onboarding checklists. 

jira hr service delivery
Source: Atlassian

Scalability and flexibility

Did you know that only 19% of HR professionals say their systems are fully customizable? This is your chance to shine. JSM’s flexibility allows HR teams to customize workflows and processes to meet their needs. You can use the tool to handle high-volume transactions. It also ensures compliance with geo-specific regulations and HR policies.

Cost and time savings

By automating HR processes, JSM has helped organizations save time and money. Atlassian’s HR team saved thousands of hours. They did it by optimizing processes and measuring workflows properly. Need some specific numbers? The Aberdeen Group research confirms that companies with centralized HR service desks deliver responses to HR inquiries 36% faster. What’s more, those with a self-service HR service desk see a 70% boost in HR agent productivity. They also note a 50% decrease in call volume and a 30% reduction in HR support costs. 

You prefer to set up Jira as a ticketing system instead? Read more our blog:

How to set up Jira for HR service management? 

To configure Jira Service Management for HR teams, follow these steps based on the guidelines provided by Atlassian:

1. Create your HR service project

  • Go to Projects in the top menu bar and select Create a project.
  • Choose the HR service management project template and click Use template.
  • Name your project; a project key will be generated automatically, or you can create your own.
  • Decide if you want to share settings with an existing project and specify the name if applicable.
  • Click Create Project.

2. Set up HR request types and fields

  • In your HR service management project, choose Project settings from the left-hand menu.
  • Click on Request types to view or create request types.
  • Edit existing request types or click Create request type to add new ones for various HR needs (e.g., internal transfers, certifications).

3. Add fields to request types

  • Customize the fields associated with your request types by dragging and dropping them as needed.
  • Ensure fields are required or optional based on the information you need from employees.
onboarding fields on request types in Jira Service Management

Adding onboarding fields on request types in Jira Service Management

4. Create forms for requests

  • In the project settings, select Forms and click Create form.
  • Choose HR from the form template list to use pre-built templates or create a new form tailored to your needs.

5. Set up HR request channels

  • Connect your HR team’s dedicated email or chat channels (e.g., Slack, Microsoft Teams) to Jira Service Management.
  • Use the help center portal for employees to submit requests and access knowledge base articles.

6. Configure queues and SLAs

  • Organize employee requests into queues for better management.
  • Set up SLAs by going to Project settings and selecting SLAs to define goals and conditions for tracking requests.

7. Add your HR Team to the project

  • From the sidebar menu, select Invite team.
  • Enter the email addresses of team members you want to add as agents and click Invite.
Inviting the team in Jira Service Management
Inviting the team in Jira Service Management

8. Prepare a knowledge base

  • Create a knowledge base to collect common HR inquiries.
  • Access this through Project settings and pick Knowledge base to set it up.

9. Automate processes

  • Go to Project settings and select Automation to set up automated workflows for repetitive tasks, such as onboarding processes.
Automation options for HR in Jira Service Management
Automation options for HR in Jira Service Management

10. Monitor reports and customer satisfaction

  • Access reports by selecting Reports from the sidebar menu to track request volumes and team workloads.
  • Set up customer satisfaction surveys in Satisfaction settings under Project settings to gather feedback.

11. Manage permissions for sensitive information

  • Use permissions to create a confidential service desk for sensitive HR requests.
  • Access this through Project settings and select Permissions to configure who can view and comment on requests.

By following these steps, HR teams can effectively configure Jira Service Management to streamline processes and improve service delivery.

Jira HR service management template [Jira Service Management] 

Do you prefer a simpler way to get started? The right template is what you need. Luckily, Atlassian provides Jira Service Management templates for all kinds of ITSM. Including HR. 

The HR service management template helps HR teams work faster. It automates tasks like onboarding new employees and has built-in steps to follow. Plus, it includes a helpful self-service portal with FAQ for employees.

HR service management template for Jira Service Management
HR service management template for Jira Service Management

The only thing you need to do to download the template is access the Atlassian Template library. Then, choose the specific template and click the Use template button. 

HR service management recruitment challenges and how to solve them with Jira and Deviniti apps

Recruiting can be a headache. Posting jobs, tracking applicants, and managing the hiring process takes plenty of time. But there is a more efficient approach. This section will show you how Jira Service Management, with the help of Deviniti apps, can make recruiting easier and more pleasant. 

Automating repetitive processes

Job postings and application tracking are routine but time-consuming HR tasks. Automating these processes within a service desk can be challenging. However, we have a solution for you.

Issue Templates for Jira automatically complete fields in your job posting requests. It copies values from parent requests to subtasks (such as interview tasks). This can speed up your recruitment processes.

HR access request template in Issue Templates for Jira
HR access request template in Issue Templates for Jira
TIPS

How to recreate issues in Issue Templates for Jira? 

  1. Open the issue you want to recreate.
  2. Click the three dots menu in the top-right corner of the issue window.
  3. Select Recreate issue from the menu.
  4. Choose the project where you want to create the new issue. If you select your Template Repository, you can create a new template.
  5. Select which child issues (if any) you want to recreate. To recreate only the main issue, leave all boxes unchecked.
  6. Decide whether to copy or recreate issue links.
  7. Click Recreate to finish.

Moreover, you can set up the app to assign recruitment requests to specific team members. It helps make sure that the right people are always up-to-date.

Recreate repetitive HR issues and structures in seconds with Jira templates.
Go to the Atlassian Marketplace and try Issue Templates for free for 30 days at your company.
Try it free >


When it comes to application tracking, use Queues for Jira&JSM. This plugin lets you trace requests using cross-project queues. For data safety, you can make them visible only to HR team members and hiring managers.

jira hr service management queues
Cross-project queue visibility in Queues for Jira&JSM
TIPS

How to create cross-project queue groups?

  1. Click the + button.
  2. Select Group.
  3. Write down a Group name, up to 50 characters.
  4. Click + to choose queues for your group.
  5. Use drag and drop to add queues to a particular group. Click Ok to confirm your choice.
  6. Select Save.

As you can see, Jira Service Management helps you organize the hiring process. By extending the tool with Deviniti apps you can automate tasks and focus on finding the best candidates.

Improving candidate experience

Using scattered tools for HR can be confusing. It makes it difficult to keep everything organized and up-to-date. This can frustrate job seekers and make it tough to hire the right people. With JSM and plugins, you can make the overall recruitment experience consistent.

For example, Extension for Jira Service Management lets you create customized recruitment forms. Your HR team can tailor them to specific users’ needs. Add dynamic fields that appear based on the candidate’s selections. This will result in a simple and relevant application process.

jira hr service managment customized form extension
Customized form in Extension for Jira Service Management

Using Extension, you can also display SLAs (and other details) on the request detailed view:

jira hr service management sla
SLAs displayed on the request form in Extension for Jira Service Management

During the recruitment process, you can use this feature to inform candidates when they can expect contact. Knowing how exhausting waiting can be, they’ll appreciate it for sure.

Support for remote hiring

For remote hiring, you need a fully functional digital infrastructure. If you don’t prepare it first, hiring can get longer and more difficult. Jira Service Management is a good choice for this purpose. Together with Extension and Theme Extension apps, it forms a complete HR service delivery system.

jira hr service management theme customization
Exemplary HR Employee Portal in Theme Extension for Jira Service Management

Theme can organize the structure of your Employee Portal. Thanks to this, it gets easy to navigate, even for newcomers. Moreover, you can set up dedicated pages for different projects. It includes those related to recruitment. With Theme, candidates can access relevant information intuitively.

TIPS

How do you customize your Employee Portal with Theme Extension for Jira Service Management? 

  1. Go to the Manage apps section.
  2. Click Get Started under Theme Extension for Jira Service Management.
  3. Select Configuration.
  4. In the configuration panel, go to Pages.
  5. Click the pen icon next to the page you want to edit. 
  6. Adjust the Portal page to your branding.

 

Learn more on dedicated article: How to customize Jira Service Management Portal? 

Access more customization options and create an Employee Portal that matches your brand.
Go to the Atlassian Marketplace and try Theme Extension for free for 30 days.
Try it free >

Then, Extension lets you create custom dynamic forms to simplify the process for candidates. It reduces the need to navigate complex forms and fill out unnecessary fields.

jira hr service delivery customized forms
Customized forms in Extension for Jira Service Management

Remote recruitment is crucial for modern, growing companies. A well-structured process helps new hires feel informed and engaged. Taking care of this aspect leads to better productivity and retention.

Decentralized HR documents

Disorganized HR documents cause significant risks to compliance and safety. As HR teams store sensitive employees’ data, companies shouldn’t ignore it. With Theme Extension, you can design a dedicated page for your project with HR documents. It will organize your Help Center content for a more intuitive user experience.

jira hr service documentation centralized theme extension
Centralized HR documents in Theme Extension for Jira Service Management

Issue Templates for Jira takes it even further. You can use templates to standardize your Jira issues. It means, that with the app, your team can get all the relevant information on requests on the first go.  

hr jira onboarding template issue templates app
Setting up onboarding template in Issue Templates for Jira

Organizing HR documentation is crucial for maintaining accurate employee records. Keeping it safe, on the other hand, ensures compliance with labor laws.

Inefficient candidate tracking

Multiple recruitment stages can cause losing candidates and missing timely follow-ups. Most of all, it happens when the process is messy. 

Queues for Jira&JSM can help you with this struggle. It lets you track the recruitment status by displaying all your recruitment requests in queues. With the app, you can also organize issues in folders, based on the specific status. 

Tracking recruitment request status in Queues for Jira&JSM
Tracking recruitment request status in Queues for Jira&JSM
TIPS

How do you reorder queues in Queues for Jira&JSM?

  1. Click on the three dots menu on the top Queues for Jira & JSM panel.
  2. Choose Enable reorder
  3. Reorder queues using drag and drop.
  4. When you’re done, click on the menu again.
  5. Choose Disable reorder.

HR Service Management in Jira onboarding challenges and solutions to them

Onboarding new hires takes a lot of work. Paperwork piles up, information gets lost, and new employees feel overwhelmed. Did you know that 22% of new hires consider quitting within the first 90 days? Don’t let this happen to you. Look at common onboarding challenges and discover how JSM and Deviniti apps can help you. 

Manual creation of repetitive onboarding tasks 

Creating HR onboarding tasks manually can lead to many problems. They include missing steps, inconsistent experiences, and slow adapting. Nobody wants that. Your new hires need a smooth start. Let’s see how you can automate repetitive issue creation.

In Jira Service Management you set automation to trigger creating tasks. It can be, for example, a request for equipment, badge, credit card, etc.

Automated subtask creation in Jira Service Management
Automated subtask creation in Jira Service Management

Then, you use Issue Templates for Jira app to apply templates automatically. This reduces the need for manual input on newly created tasks.

hr service delivery Apply template automation in Issue Templates for Jira
Apply template automation in Issue Templates for Jira

TIPS

How to set up the apply template post function in Issue Templates for Jira? 

Before you start: Prepare the template and edit the template’s scope.

Steps: 

  1. Go to Project Settings > Workflows to set up applying the template to your newly created issue.
  2. Click the pencil icon to edit the selected workflow.
  3. Click Create to change the initial transition.
  4. Find the Post functions section.
  5. Click the Add Post function link.
  6. Mark Apply template.
  7. Select the Add button. 
  8. Choose the template you want to use as default. 
  9. Click Add again. The template will be added to the transition.
  10.  Choose Publish Draft on the top of the screen. 

All the important info gets copied over automatically. Even better, any sub-issues or linked tasks are created too. Just note that templates are applied asynchronously. This means that it may take a few seconds until you see the results. 

Filling out endless tickets is frustrating. Recurring, boring work generates errors. This is why automation is a must-have. Automating tasks saves time. What’s more, with auto-complete, information flows faster, and you get time for what matters.

Inefficient onboarding processes

Endless tasks, delays, and stress? Onboarding shouldn’t look like that. Look at how you can extend Jira Service Management possibilities to speed up your HR processes.  First, create simple forms with dynamic fields, to reduce manual work. You can use Dynamic Forms for Jira for this.

TIPS

How do you configure intuitive forms in Dynamic Forms for Jira? 

Steps: 

  1. Enable issue types to start a new configuration. 
  2. Select a field from the list and + Add new rule
  3. Write down a name for the rule.
  4. Click + Add a new action and select an action from the list.
  5. Choose + Add condition block to set conditions that trigger the action.
  6. Save your changes.
jira hr service management dynamic forms
Adding new rule in Dynamic Forms for Jira app
Make your Jira issues specific. Clear forms from unnecessary fields.
Go to the Atlassian Marketplace and try Dynamic Forms for 30 days.
Try it free >

Then, benefit from ready-made onboarding templates in Issue Templates for Jira

jira hr service management onboarding template issue templates
Onboarding template in Issue Templates for Jira app

Finally, display all onboarding tasks in one queue with Queues for Jira&JSM.  Never let anything fall through the cracks again. Here’s the tutorial on how to do it: 

The app also lets you grant group permissions and give newcomers access to relevant queues. It minimizes confusion and the number of unnecessary information.

jira hr service management queues permissions
Permissions in Queues for Jira&JSM

As demonstrated, automating the onboarding leads to happier new hires and less stress for HR.

Generic employee experiences

Generic onboarding makes new hires feel undervalued. It may result in poor engagement and high turnover. Here are a few ideas for dealing with these problems using Marketplace apps. 

You can use Dynamic Forms for Jira to create flexible forms with dynamic fields. The steps are described above. Clear tickets will guide your new employees through the entire onboarding process.

hr jira service management fields in Dynamic Forms for Jira
Setting up fields in Dynamic Forms for Jira


Issue Templates for Jira lets you automatically generate Jira issues and structures. It even includes complex Epics with subtasks. Using the app you can ensure a personalized onboarding experience. What’s more, you maintain consistency and reduce mistakes. All this makes new hires feel more valued and taken care of.

Copying the whole HR onboarding Epic structure in Issue Templates for Jira
Copying the whole Epic structure in Issue Templates for Jira
TIPS

How do you copy the epic template in Issue Templates for Jira?  

Steps: 

  1. Create an epic in the template repository project.
  2. Add issues as children of this epic. Link issues that you want to be recreated.
  3. Click Apps > Create from Template to create an epic in the target project. Use the previously created template.
  4. The epic and linked issues have been recreated.

Make new hires feel special. A personalized onboarding experience isn’t just nice, it’s smart. When people feel valued from day one, they’re more engaged and productive.

Limited task visibility

Lack of clear oversight on onboarding activities can confuse and cause delays. It results in incomplete processes and lower satisfaction for HR teams and new hires. Queues for Jira&JSM can help you organize your tickets. You get issues from multiple Jira and JSM projects in a single view. This makes it easier to manage and track onboarding tasks. With the app, you can also decide who can see and manage the cross-project queues. Adapt the scopes and visibility to specific stakeholders.

deviniti queues permissions
Permissions setup in Queues for Jira&JSM

Last but not least, create queue groups and organize them in transparent structures. It lets HR teams prioritize onboarding tasks without being overwhelmed by clutter.

Adjusting queues in Queues for Jira&JSM
Adjusting queues in Queues for Jira&JSM
Display all HR tickets in a single location. Filter and organize them effortlessly.
Try Queues for Jira&JSM at your company. It’s free for 30 days.
Try it free >

The organization may sound like extra work but it always pays off. Once the HR team has a clear view of their tickets, they will be able to manage tasks faster. 

Lack of automation

Automate your work to avoid staying behind your competition. You can’t say this enough. HR teams are a perfect example. Manual HR tasks include: creating issues, filling out tickets, and updating employee data. Over and over again. It can drain your employees’ energy, pulling them away from strategic work and leading to burnout.

Luckily, you can avoid this with the right tools. Use Issue Templates for Jira to auto-fill fields on your tickets. Copy values from parent requests to subtasks.

jira hr service management smart defaults issue templates
Smart defaults in Issue Templates for Jira [on the right side of the screen]

Next, use Jira automation to apply templates to your newly created issues. Assign them to specific people. We explained how to do it here in this article.  

For the final touch, ensure data accuracy with Azure AD Attributes Sync. You can perform Jira and Azure AD integration. Automatically transfer user information from Jira to Entra ID. This will guarantee the data is consistent across systems.

TIPS

How do you transfer user data from Jira to Entra ID with post function? 

  1. Go to Project settings > Workflow schemes.
  2. Choose the workflow you’d like to use and click Edit > Diagram or Edit > Text.
  3. Identify the transition where you want the Azure AD Sync – Update user’s attributes in Azure AD post function to be executed.
  4. Open the Post functions settings and click Add post function.
  5. Choose the Azure AD Sync-Update user’s attributes in Azure AD post function.
  6. Click Add.
  7. Pick the field that contains the user information to be updated. The available fields are Assignee, Reporter, or User picker
  8. Choose the Jira field containing the source data. 
  9. Pick Azure AD attributes that will be updated with the data from the selected Jira field.
  10. Optionally, choose the option to automatically add an internal comment on requests and the Jira issue to inform about the success or failure of the update. To do it,  activate the toggle bar.
  11. Click Add.
  12. You will be moved to the Workflow configuration screen, where you’ll see the Azure AD Sync-Update user’s attributes in Azure AD post function added to the list, along with the description of what will happen when this post function is triggered.
  13. Click Publish Draft
administration azure ad sync entra id
Syncing user data in Azure AD Attributes Sync

Make your HR team work smarter and save their time. With this equipment and support, they will have space for more creative initiatives.

HR Service Management in Jira offboarding challenges solved by Jira Service Management with plugins 

Offboarding can be a complex process. This section will show how JSM with Deviniti plugins can help you with this process. Ultimately, you’ll learn how to create a positive offboarding experience for departing employees.

Incomplete or inaccurate asset recollection

Offboarding takes too long? You risk incomplete or inaccurate asset recollection. This can cause delays, frustration, and even legal problems. How to deal with this challenge? There are a few possible solutions. We recommend using Jira Service Management and dedicated plugins. With Extension, you can create simplified asset recollection forms with dynamic fields. It reduces manual input and human errors.

hr employee offboarding forms extension for jira service management
Employee offboarding form in Extension for Jira Service Management
Optimize your HR tickets to include only important information.
Go to the Atlassian Marketplace and try Extension for free for 30 days at your company.
Try it free >

Then, use Issue Templates for Jira and ready-made asset recollection templates. Thanks to this, you won’t have to create tickets for each employee by hand.

TIPS

How to access Template Repository in Issue Templates for Jira? 

Template Navigator is your shortcut to managing issue templates. Here’s how to find it:

  1. Click Issue Templates > Manage Templates at the top of your screen.
  2. Or, go to the Templates (TEMP) project and choose Templates from the left-hand menu.

Want to see your templates in a way that makes sense? Template Navigator lets you:

  • Group templates by project, category, or issue type.
  • Sort and filter templates to find exactly what you need.
  • Customize how your templates are displayed.

Finally, show all asset recollection-related tasks in a single queue with Queues for Jira&JSM. It will help you never miss any issue again.

hr asset recollection queues for jira&jsm
Asset recollection queue view in Queues for Jira&JSM

Offboarding is a critical process often overlooked. If done wrong, it risks your company’s security and reputation. Simplify it to protect your business and keep employees happy.

Manual offboarding task creation

Manual offboarding often misses important steps. It can lead to chaos and inconsistent experiences for departing employees.

To solve this problem, use Jira Service Management. As mentioned, you can set automation to trigger the creation of additional tasks. It can be, for example, a request type for returning equipment, a badge, a credit card, etc.

Then, automatically apply templates to newly created onboarding and offboarding tasks with Issue Templates for Jira

TIPS

How to apply a template in Issue Templates for Jira? 

  1. Create an issue or open an existing one.
  2. Click More in the issue view.
  3. Select Apply Template.
  4. Select a template from the list.
  5. Click Apply.

Save time and optimize your HR team’s work. Provide them with intuitive automation tools they will appreciate. 

Offboarding task visibility

Without clear oversight, offboarding gets messy. Missed deadlines, incomplete tasks, and overworked HR teams are the result. Luckily, Queues for Jira&JSM can help you with these issues. 

What can you do with the app? 

  • Bring everything together. Combine issues from different Jira and JSM projects into one place. Get easy tracking and management.
  • Control who sees what. Decide who can view and manage these combined tasks. Adjust settings based on people’s roles.
  • Organize your work. Create task groups and arrange them. This helps HR teams focus on important tasks without getting lost.
Offboarding tasks visibility in Queues for Jira&JSM
Offboarding tasks visibility in Queues for Jira&JSM

Offboarding chaos can lead to missed deadlines and unhappy employees. Use Atlassian Marketplace plugins to bring order to the process. 

Limited automation options

Repetitive offboarding tasks waste HR’s time and energy. This leads to burnout, poor employee experiences, and less time for important work.

This is where Issue Templates for Jira come in. The app lets you speed up your offboarding process. Auto-fill fields and copy information between tasks. Use Jira automation to apply these templates and assign tasks automatically. Prepare reusable templates in the Templates Repository. Here’s a quick demo of how to do it: 

What is important is not to overlook employee data consistency. There is an app for this too. With Azure AD Attributes Sync you can automatically update user data during offboarding process. The steps are explained in the onboarding part

Seamlessly synchronize employee data between Entra ID and Jira.
Always make sure you have the latest information. Try it free for 30 days.
Try it free >

As you can see, you can deal with onboarding and offboarding challenges using the same tools. This means a single investment in Jira Service Management can improve both processes. If you configure these workflows once, both new and departing employees will benefit from them.

HR Service Management in Jira: employee transfer challenges and solutions 

Moving employees between departments or offices is not a piece of cake. It’s full of tasks and details to manage. This section shows how Jira Service Management can make it easier and faster, with fewer mistakes.

Time-consuming task creation

The manual creation of transfer tasks costs time and energy. What’s more, overlooking steps leads to incomplete transfers. This, on the other hand, can cause potential disruptions in the employee’s workflow.

To handle it, first apply low-code/no-code solutions to implement automation. Jira Service Management allows you to do this. It eliminates the need for manual transfer ticket creation from scratch.

Then, use a ready-made template in Issue Templates for Jira. Auto-fill fields and copy values from parent tasks to subtasks. It also speeds up the transfer process.

TIPS

How do you inherit values in Issue Templates for Jira? 

Issue Templates for Jira app has the Smart defaults feature. It’s available in Templates (on the right side of the issue view). The Smart defaults tab provides a Select, where you can find all fields supported in your project.

You can edit template fields from this location and fill them with smart expressions.

By using the parent expression, you easily configure nested (child) templates to inherit the parent’s values. This can be useful when you need to set the same component, version, or labels in all the epic’s issues and want to use the same template in different scenarios.

Just enter a field value in the Create issue dialog. All children created from the primary template will inherit the given value.

In the end, use Azure AD Attributes Sync to move user data from Jira to the Entra ID user directory. 

User data sync configuration in Azure AD Attributes Sync
User data sync configuration in Azure AD Attributes Sync

It’s a universal good practice to keep your employee data up-to-date. 

Inefficient asset management

Tracking and managing assets without a proper system leads to chaos. The consequences may also include lost equipment and productivity dips. How to avoid it?

You can use JSM’s native asset management system to track assets and connect them with requests. However, note that it’s only available in Premium and Enterprise plans. 

Native asset management in Jira Service Management
Native asset management in Jira Service Management

Moreover, keep things clear. For the best results, you can use Extension for Jira Service Management. Create dynamic forms where fields appear based on prior answers. For instance, when requesting a new laptop, only relevant questions are shown.

TIPS

How to group related information on tickets with Extension for Jira Service Management? 

  1. Go to Global settings > Apps > Bundled Fields
  2. Add a new Bundled Field:
    • Click on the option to add a new field.
    • Specify the field’s name, type, and any other required parameters.
  3. Add subfields 
  4. Adjust the settings for the bundled field, including visibility, default values, and any validation rules.
  5. Save your changes
  6. Test the configuration. 

Organized fields to complete give your team more time for demanding tasks. 

Communication issues and collaboration breakdowns

Poor communication between HR, IT, and other departments can cause misunderstandings and bottlenecks. It delays the transfer process and affects employees well being.

To keep everyone in the loop, create cross-project queues in Queues for Jira&JSM. Include all issues relevant to the transfer to make them visible to all stakeholders.

The next thing you can do is give users more control over their requests. Actions for Jira Service Management can help you do just that. It lets employees edit their tickets on the Portal. With the plugin, you can also let them input transfer-related changes as they happen. Reduce miscommunication to a minimum. At last, self-service is so popular for a reason.

actions app jira hr service management
Editing tickets in Actions for Jira Service Management
Give users more control over their requests. Provide better HR service delivery experience.
Try Actions for Jira Service Management for 30 days free at your company.
Try it free >

Don’t forget to sync Jira users with their attributes in Azure AD Active Directory. Consistency is the key. It makes the communication about the transfer details smooth.

jira hr service management employee details azure deviniti
Employee details in Azure AD Active Directory

Give users access to the information right on their Jira issues. It optimizes communication and prevents going back and forth with additional questions. 

Lack of visibility and progress tracking

Lack of visibility into the progress of transfer tasks leads to delays and oversight. It prolongs the process and makes it complex. You can address this issue using the same tools that improve communication. By this, we mean creating cross-project queues with all transfer-related requests and request types.

hr asset management queues for jira and jsm
Transfer progress tracking in Queues for Jira&JSM

You can improve progress visibility even more. Check out the Request Detailed View feature in Extension for Jira Service Management. It displays additional details like SLA on the JSM issue view. With this information, users can stay updated during the entire transfer process. 

TIPS

How to display SLAs on request view with Extension for Jira Service Management? 

  1. Go to Project settings.
  2. Access the Request details extension.
  3. In the Show SLAs section:
  • Select the desired SLA metric.
  • Choose specific request types to display the metric.
  • Define which Jira groups can see the SLA metric.

Note: Selecting “Apply to all” Jira groups makes the metric visible to customers.

4. Save your configuration.

SLAs view in Extension for Jira Service Management
SLAs view in Extension for Jira Service Management

Lack of visibility into HR service delivery is a major pain point. Without real-time data on request volumes and processing, HR teams operate in the dark. This leads to missed SLAs and frustrated employees. By implementing HR service management solutions, companies gain the visibility they need. The right tools enable teams to improve service quality and drive employee satisfaction.

Display SLAs on your Jira forms and keep everyone in the loop.
Try Extension for free for 30 days at your company.
Try it free >

Choose Jira for HR service management and improve employee satisfaction at your company 

Jira Service Management is your HR department’s new best friend. It simplifies processes and improves efficiency as well as employee satisfaction. The tool automates tasks, centralizes information, and offers self-service options. Thanks to this, JSM helps HR teams focus on strategic initiatives.

Deviniti apps bring JSM to an even higher level. Our products make HR processes easier and more intuitive. Imagine automating routine tasks and tracking requests at a glance. Your teams could also tailor Jira and JSM forms for different HR needs.

Ready to transform your HR department? Let’s talk about how Jira Service Management and Deviniti apps can help you achieve your goals.

Contact us today for a 1:1 consultation
Talk about your needs with our ITSM and Atlassian experts.
Contact us


FAQ about using Jira for HR service management

  • Can you use Jira for HR?

    Yes, but we advise you to consider Jira Service Management for this purpose. JSM offers specific features and templates tailored for HR processes. The tool aims to make HR tasks simpler daily. 

  • Can Jira be used for Service Management?

    Yes, Atlassian designed JSM, especially for IT service management. It handles requests, incidents, problems, and changes. It also automates tasks to improve key metrics. 

  • Does Jira have resource management?

    Jira offers basic resource management capabilities. You can assign team members to tasks and projects. However, for comprehensive resource planning, consider extending your Jira. You can do this with dedicated resource management tools or Atlassian Marketplace plugins. They enable capacity management, workload balancing, and time tracking, 

  • What is the difference between Jira and Jira Service Management?

    Jira is dedicated to software development teams that manage projects and issues. Jira Service Management focuses on delivering customer and employee experiences. It supports request management and customer service. 

Katarzyna Kornaga

Katarzyna is a Content Specialist, responsible for writing on the Deviniti blog. She values helpful, unique content where users can find answers to their questions. When not writing, you can find her walking her dog, Loki, flowing through Ashtanga yoga classes, or curled up with a good book at home.

More from this author