TechDesk is a purpose-built field technician dashboard 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, optional route planning, and configurable branding. Because TechDesk shows tickets assigned to the current user, every technician sees their own work without needing separate filters.
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.
| 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.