Checklists for every request type in Jira Service Management
Add a checklist to each request type. Agents see steps in the ticket, track progress, and you can enforce completion in the workflow.
Built for Service Desk agents
Agents can access and manage checklist definitions without project admin permissions. Define and update checklists where the work happens—no bottleneck on admins.
Agent-first design
Checklist creation and editing is available to agents who need it. No need for project admin rights just to add or adjust steps.
Per request type
Attach different checklists to different request types. Onboarding, access requests, incidents—each can have its own checklist.
How it works
Set up in four steps.
Choose request type
Select the Jira Service Management request type (e.g. Onboarding, Access request) and enable a checklist for it.
Create bullet checklist
Define steps with easy bullet-based creation. Use 20+ templates or build your own. Optional links and Jinja-based templates for dynamic steps.
Enforce via workflow
Use progress fields in workflow conditions so transitions can require completion. Block or warn when steps are incomplete.
Track & report
Progress is exposed as fields for filters, dashboards, and JQL. Progress is recorded in Jira comments so you always have a history.
Demo video
Quick overview of Service Desk Checklists in Jira Service Management.
Key features
- Bullet-based checklist editor and 20+ templates to get started fast
- One checklist per request type—onboarding, access, incidents, and more
- Agents can create and edit checklists without project admin permissions
- Progress fields for filters, dashboards, JQL, and workflow conditions
- Progress written to Jira comments so the ticket has a clear history
- Dynamic steps: add links and Jinja templates for context-aware checklists
Use cases
Use checklists wherever you want consistent, step-by-step handling.
Onboarding & offboarding
Same steps for every account and access change, with progress visible in the ticket.
Read case study →Access requests
One checklist per request type for approval and fulfillment.
Change management
Pre- and post-change checklists with completion tracked in Jira.
Incident response
Required steps in the ticket and completion tracked for the team.
Request fulfillment
Step-by-step checklists per service to cut errors and rework.
Compliance & audit
Support ISO, SOC 2, and ITIL-aligned processes with documented progress.
Read case study →Security & privacy
Built on Atlassian Forge. We have completed the Atlassian privacy and security questionnaire. Data stays in your Jira instance; we do not store checklist data outside your deployment. Forge migration completed for a modern, maintainable codebase.
FAQ
- Who can manage checklists? Agents can manage checklist definitions without project admin permissions. Permissions are configurable.
- Does it block transitions? Yes. You can use progress fields in workflow conditions to block or warn when steps are incomplete.
- Does it work with dashboards and JQL? Yes. Progress is exposed as fields so you can filter, report, and build dashboards.
Ready to add checklists to your request types?
Install from the Marketplace or get in touch for a demo.