DispatchDesk is the planning workspace for dispatchers in Jira Service Management. It runs natively on Atlassian Forge and gives dispatchers a board of tickets grouped by technician, a Day/Week resource-calendar schedule, an unassigned queue, an SLA risk view, an interactive planning map (with admin-pinned technician locations and real road routing when configured), and a team availability dashboard. Dispatchers can reassign and reschedule tickets by drag-and-drop, advance workflow status inline from any card or schedule block, monitor SLA breaches at a glance, and set technician availability statuses without ever leaving Jira. Admins can configure which Jira statuses count as "dispatchable" so the dashboard shows only the tickets the dispatcher acts on. DispatchDesk is focused on planning and dispatching, not live fleet tracking — technician locations are admin-pinned and semi-persistent rather than streamed.
The app requires an active license. During Marketplace review, the evaluation license provided by the review process is sufficient.
This section gives reviewers a complete, reproducible path from install to a working dispatch board and covers every major feature.
This is the only section you must complete before the app works. Open Settings, enter your JSM project key, click Add, then Save. Click Run Test to verify. Click Back to Board to return to the main view.
timeoriginalestimate), so Jira reports, JQL and Atlassian Analytics pick them up directly.DispatchDesk draws real road routes between admin-pinned technician locations and ticket job sites — with distance in km and travel-time estimates — by calling a routing provider that you configure. The app never holds a shared routing account; the GPS coordinates of the pinned locations and ticket job sites are sent directly from your Atlassian instance to your chosen provider on your API key.
To disable routing later, clear the key in Settings → Routing and save. The Map view will continue to show markers; route-drawing controls will be hidden until a key is configured again.
The page DispatchDesk opens onto: a glance dashboard with six count cards — unassigned tickets, SLAs at risk, technicians working, work scheduled today, jobs in flight, and total open queue. Each card deep-links into the view that owns the underlying data. It is designed as a glance, not a workflow — the focused tabs remain where the work is done.
Tickets displayed as cards in columns per technician, with an Unassigned column always in view. Drag a ticket between columns to reassign. Each card shows its Jira time estimate and a Next-step pill that advances the workflow status inline — without opening the detail drawer. Only statuses configured as dispatchable appear. Tickets due beyond a configurable threshold collect in a collapsible "Future tickets" strip at the bottom of the Board rather than disappearing.
An operational timeline, not a planning queue: only in-flight work — Travelling, On Site and Paused — appears, positioned from each technician's real status transitions. Technicians are horizontal swimlanes (Day and Week views) with the same technician / group filter as the Board; the unassigned lane is gone, since in-flight work is by definition assigned. An in-flight block is a plan, drawn at estimated length in the technician's colour; a completed block is a record, slate with a green check spanning its actual visit window. Hover a block for the per-phase breakdown. Show completed is on by default (remembered per browser) and Schedule-only, so the day's finished jobs appear as read-only slate blocks at their real duration alongside in-flight work. Tickets from configured internal-work projects appear here on the assigned technician's swimlane, marked with a grey gear.
Table view of tickets with no assignee, sorted by SLA urgency.
Breached / Critical / Warning sections with configurable thresholds. DispatchDesk reads Jira's native SLAs only; it does not integrate with third-party Marketplace SLA apps (Time to SLA, etc.). This scope is signalled in the SLA Risk view subtitle and under Settings → Display.
Interactive Leaflet map with three distinct marker shapes — technicians as teardrop pins carrying their Jira avatar (clean initials when no photo loads), company locations as slate building markers, and tickets as SLA-coloured dots — with stable per-technician colours across markers and routes and a legend in the corner. Marker size and technician style (avatar vs initials) are tunable under Settings → Map → Marker appearance. Ticket job sites are geocoded from your configured JSM address fields (street, number, postal code, city, country in any combination), and each company location's popup lists the five nearest technicians. Four route interactions are available once a routing provider is configured:
Admins use Map → Pin a technician to place each technician's starting location (depot, home base, or current job site) on the map. This is the canonical workflow for getting technicians onto the planning map; locations are semi-persistent and updated as needed rather than streamed.
Each technician's popup also has a Non-customer movement section — a button per configured company location plus Drive home — that reroutes that technician's Live Status direction line to the chosen destination, with a travel-time tooltip, so dispatchers can signal office runs and end-of-day commutes without creating a Jira ticket. An explicit "Drive home" overrides a queued customer trip.
A Live status toggle opens a side panel listing every technician's current state — travelling (with ETA), on site, paused, driving to a company location or home, or free with no active job. Each job in the panel is clickable to open its detail drawer, and an Active only filter hides idle or unavailable technicians. It is derived from workflow status and transition timestamps (plus your routing provider for ETA) — no GPS.
One row per technician with availability status (auto-clearing at its "valid until" time), an "active ticket" indicator showing what the technician is genuinely on (Travelling / On Site, including internal work), group membership, ticket count, workload, and admin-pinned starting location.
Slides in from the right with full ticket details, the customer-facing JSM request type alongside the Jira issue type, and workflow transitions. On an in-flight ticket it leads with a Live Status block (current phase and time in it, departed / arrived moments, per-phase totals); a closed ticket shows a Completed Visit summary (start → completion, total elapsed, active time vs estimate, per-phase chips). These are a live operational read of the Jira workflow history — not worklogs, and not a timesheet or reportable figure — and render only when real phase data exists.
Toggle via the moon / sun icon in the header. Preference persists.
Modal with FAQ (5 categories) and Send Feedback tabs.
Configurable interval (30s–5min or off), with a manual refresh button. Auto-refresh pauses while the browser tab is hidden to save API quota, and skips redundant updates so the view doesn't flicker.
| Symptom | Cause | Fix |
|---|---|---|
| Board is empty after install | No project keys configured | Go to Settings → Project Configuration, add at least one project key and save. |
| Board shows "No tickets found" | No open tickets exist in the configured projects | Create tickets. The app only shows tickets where statusCategory != Done. |
| Settings gear icon not visible | User lacks Jira admin permissions | Ensure the user has the Jira Administrator role. |
| SLA badges show "No SLA" | No SLA goals configured | Go to JSM Project settings → SLAs → Add goal. |
| Map shows no ticket pins | GPS field mappings not configured, or tickets lack GPS data | Map GPS Latitude and Longitude fields, then add coordinate values to test tickets. |
| Route buttons are hidden on the Map view | No routing provider configured | Go to Settings → Routing, select OpenRouteService or Mapbox, paste your API key, click Test then Save. |
| Test in Settings → Routing fails | Invalid API key, expired key, or provider quota exceeded | Verify the key in your provider dashboard; check daily/monthly quota usage on the provider side. |
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