Documentation

DispatchDesk for Jira Service Management

Last updated: April 2026

Overview

DispatchDesk is the real-time dispatcher command centre for Jira Service Management. It runs natively on Atlassian Forge and gives dispatchers a live board of tickets grouped by technician, an unassigned queue, an SLA risk view, an interactive map, and a team availability dashboard. Dispatchers can reassign tickets by drag-and-drop, monitor SLA breaches at a glance, and set technician availability statuses without ever leaving Jira.

Prerequisites

Jira site requirements

• Jira Cloud site with Jira Service Management (JSM) enabled — Standard or Premium tier.
• At least one JSM project. If you don't have one, create one via Project settings → Create project → Service management.
• The logged-in user must have the Jira Administrator or Project Administrator role.
• At least 2–3 users with the Agent role on the JSM project. Testing solo works too — the app still functions with a single agent.

Recommended test data

• Create 5–10 JSM tickets across different statuses.
• Assign some tickets to different agents / technicians and leave others unassigned.
• Use a variety of priorities (Highest, High, Medium, Low).
• Optionally configure SLA goals to test the SLA Risk view.
• Optionally add Jira Assets objects with GPS coordinates to test the Map view.

License

The app requires an active license. During Marketplace review, the evaluation license provided by the review process is sufficient.

Installation

1. Install the app from the Atlassian Marketplace listing onto your Jira Cloud site.
2. After installation, open the app via Apps → DispatchDesk in the top navigation bar. DispatchDesk registers as a Jira Global Page and opens in a full-page view.
3. On first launch you will see an empty board with a message prompting you to configure project keys — this is expected. Continue with the configuration steps below.

Testing Instructions (for Marketplace Reviewers)

This section gives reviewers a complete, reproducible path from install to a working dispatch board and covers every major feature.

Project Configuration (required — start here)

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.

Optional configuration

• Branding: app title and primary colour.
• Field Mappings: customer, location, GPS latitude / longitude fields for map display.
• Map Settings: default map centre and zoom.
• Team Configuration: workload thresholds and custom availability statuses.
• Display Preferences: default view, SLA warning threshold, auto-refresh interval.
• Import / Export: save and restore configuration as JSON.

Testing each major feature

Board view

Tickets displayed as cards in columns per technician. Drag a ticket between columns to reassign.

Unassigned queue

Table view of tickets with no assignee, sorted by SLA urgency.

SLA Risk view

Breached / Critical / Warning sections with configurable thresholds.

Map view

Interactive Leaflet map with colour-coded ticket pins and proximity lines to nearest technicians.

Team view

One row per technician with availability, ticket count, workload, and location.

Ticket detail drawer

Slides in from the right with full ticket details and workflow transitions.

Dark mode

Toggle via the moon / sun icon in the header. Preference persists.

Help panel & feedback

Modal with FAQ (5 categories) and Send Feedback tabs.

Auto-refresh

Configurable interval (30s–5min or off). Manual refresh button available.

Troubleshooting

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.

Support

For support enquiries: support@3t-apps.com

Support hours: Monday–Friday, 9:00 AM–5:00 PM CET. Target response time: 1 business day.

Visit Support page → · View full SLA →