TechDesk is a mobile work-management surface for field technicians that runs natively on Atlassian Forge inside Jira Service Management. It gives field technicians a focused view of the tickets assigned to them, with SLA visibility, status transitions, forms, attachments, signature capture, a Schedule Map with per-ticket navigation (Waze / Google Maps), and configurable branding — plus automatic time tracking the technician confirms per entry, one-tap creation of internal work tickets, and a Planned tab that keeps future-dated work out of today's list. Because TechDesk shows tickets assigned to the current user, every technician sees their own work without needing separate filters. TechDesk does not draw a planned multi-stop route across the day's tickets — navigation happens one ticket at a time. For multi-stop route planning across a fleet, see DispatchDesk.
SUP or IT). If you don't have one, create one via Project settings → Create project → Service management → IT service management (or any JSM template).The app requires an active license (licensing is enabled in the manifest). 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 dashboard and covers every major feature.
Open the App Configuration card. It has four sub-tabs: General, Fields & Statuses, Navigation, and Behavior.
| Field | What to enter | Why |
|---|---|---|
| Project Keys | Enter your JSM project key (for example SUP) and click "+ Add". |
Tells the app which projects to load tickets from. Without at least one project key, the dashboard remains empty. Multiple project keys are supported. |
| Request Type Names (optional) | Enter labels such as Hardware Request or Software Request and click "+ Add" for each. |
These appear as filter chips on the dashboard. Only useful in combination with a "Request Type" field mapping (see Fields & Statuses). Leave empty to skip. |
| Create Ticket Forms (optional) | Enter a label (for example New IT Request) and a URL (the JSM customer portal URL for that request type, for example https://yoursite.atlassian.net/servicedesk/customer/portal/1/group/1/create/10) and click "+ Add". |
Adds a "Create Ticket" button to the dashboard that opens the given URL. |
| Field | What to enter | Why |
|---|---|---|
| Field Mappings | Click the "Jira Field" dropdown — it auto-loads every custom field from your site. Pick a field, give it a display label, and click "+ Add". Example: Label = Request Type, Jira Field = the custom field that holds your JSM request type (often customfield_10010). |
Maps Jira custom fields to display labels. Labels appear on ticket cards and in the detail view. The label Request Type is special — it enables the request-type filter on the dashboard. |
| Closed Statuses | Enter status names that mean "closed/done" in your workflow (for example Resolved, Closed, Declined) and click "+ Add" for each. |
The dashboard has Open / Closed tabs. These status names define which tickets appear under "Closed". |
| Status Display Order | Enter your workflow statuses in the order you want them displayed (for example Open, In Progress, Pending, Resolved). |
Controls the visual ordering of status badges and navigation buttons. |
This entire tab can be skipped if you don't have Assets / CMDB configured. The app works fine without it.
Includes signature capture status triggers, action-required status flagging, and read-only form name patterns.
Note: settings are grouped by what you're configuring — Setup, Fields & Statuses, Navigation, Ticket Actions, Time Tracking — with one-line help per option and detail behind "how it works" toggles. Statuses, request types and forms are picked from live project lists rather than typed; legacy typed values are flagged for review.
Under Settings → Behavior, turn on Suggest mode and pick which statuses count as active work. When a ticket moves out of a working status, TechDesk derives the elapsed time from the ticket's own history and prompts the technician — "Log 1h 30m on TECH-123?" — with editable hours and minutes; confirming writes the worklog, attributed to the technician. Nothing is logged without confirmation.
Under Settings → App Configuration → Setup → In-App Create Tickets, add an entry per button: label, project, issue type, and optionally a form by name (leave the form blank for a summary-only ticket). Created tickets are plain Jira issues — reported by and assigned to the technician — so they appear on their own dashboard and time can be logged against them. The ticket summary comes from an editable template using {label}, {type}, {name} and {date} (default: Drive Home — Ann Peeters — 24 Jul 2026).
No setup — open tickets scheduled for a future date move automatically into the Planned tab (grouped Tomorrow / Later), based on Jira's standard due date. Optionally point it at a custom scheduling date field. A ticket the technician has already started stays in the main list even if future-dated.
| Symptom | Cause | Fix |
|---|---|---|
| Dashboard is empty after install | No project keys configured | Go to Settings → App Configuration → General, add at least one project key and save. |
| Dashboard shows "No tickets found" | No tickets assigned to you in the configured projects | Create tickets in the configured JSM project and assign them to yourself. |
| Settings page shows "Not authorized" | User lacks admin role | Ensure the user has Jira Admin or Project Admin permissions. |
| Forms section is empty on a ticket | No Jira Forms (Proforma) attached to that ticket / request type | Attach a form via JSM Project settings → Forms. |
| Navigation button doesn't appear | Navigation threshold not configured, or ticket hasn't reached that status | Configure the Navigation tab in App Configuration, or transition the ticket past the threshold. |
For support enquiries: support@3t-apps.com
Support hours: Monday–Friday, 9:00 AM–5:00 PM CET. Target response time: 1 business day.