Last updated Jul 20, 2026

Introduction

This chapter provides information on first steps in the Actions for JSM app after installation.

After installing the app, the Actions for Jira Service Management option will appear under the Apps section in your Jira sidebar. From here, you can go to the Get started section or jump straight into configuring features like:

Actions - including Workflow actions and Request actions,
Request progress,
Assets API.

Tip

You can also access Actions by navigating to Jira admin settings > Marketplace apps > Actions for Jira Service Management.

Warning

Before you start, log in as a user with Jira Administrators global permissions. For more information, see Atlassian documentation.

Get started

The Get started section welcomes you to the app with an overview of its key capabilities:

Workflow actions - customers can update requests on relevant workflow transitions.
Request actions - customers can edit requests directly on the Customer Portal.
Request progress - customers can track which stage their request is in.

To configure Workflow actions and Request actions, navigate to the Actions section. The Help section at the bottom of the page provides quick access to support and documentation.

Actions

The Actions section is the only place in the app where you can create, configure, and manage Workflow actions and Request actions.

Configure with one click

The Configure with one click option guides you step by step through creating your first Workflow and Request action using the guided configuration.

Manage your actions

From the Manage your actions section, you can access:

Workflow actions - let customers edit their requests when an issue moves through your workflow, choosing fields and transitions.
Request actions - let customers edit their requests on the Customer Portal whenever they need to, based on rules you define.

Global settings

In the Global settings section, you can customize internal comment messages, choose where the Actions and Request progress panels appear on the Customer Portal, and set the size of the action modal. Settings are organized into Comments, Actions placement, Request progress placement, and Modal size tabs, and a single Save/Discard action applies to the changes you make in any of them.

Comments

Use variables to customize the default internal comment (up to 400 characters) or keep the preset one. The comment is visible only to Jira Agents and can be enabled in Request actions or Workflow actions in the Agent informing options > Control editing with internal comments section.

Note

Create the content of the internal comment message by using variables defined in the formula below:

Fields {{editFields}}

Editor {{editAuthor}}

Date {{editDate}}

Action Name {{editActionName}}

Example: On {{editDate}}, the user {{editAuthor}} edited {{editFields}} in {{editActionName}}

Comments Configuration Actions for Jira Service Management

Actions placement

Choose where customers can find Actions in the request details view on the Customer Portal:

In the request details panel - displays Actions in the right sidebar next to the request details.
Below request summary - displays Actions directly below the request summary.
At the bottom of the request - displays Actions at the bottom of the request, below all activity.

Actions Placement Configuration Actions for Jira Service Management

Request progress placement

Choose where customers can find Request progress in the request details view on the Customer Portal:

In the request details panel - displays Request progress in the right sidebar next to the request details.
Below request summary - displays Request progress directly below the request summary.
At the bottom of the request - displays Request progress at the bottom of the request, below all activity.

Request Progress Placement Configuration Actions for Jira Service Management

Choose the size of the modal used to display Actions:

Resizable - adjusts the modal height to fit the number of actions.
Full screen - displays the modal using the entire browser window.

Modal Size Configuration Actions for Jira Service Management

Assets API

From the Assets API section in Jira sidebar > Apps > Actions for Jira Service Management, you can access the module that lets you connect the app to Assets. Thanks to that, Assets custom field can be included in both Request actions and Workflow actions.

For more information about integrating Actions with Assets, navigate to Assets API chapter.

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