Service Desk Checklists

User documentation. Revision date: 2026/02/06.

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Table of contents

  1. Product overview video
  2. Creating a checklist template
  3. Using the checklist
  4. Data privacy policy
  5. Frequently asked questions

1. Product overview video

2. Creating a checklist template

Checklist templates are stored locally in your Jira Service Desk instance. Creating a new checklist is a guided process for administrators and is built into the app. Each request type from the service catalog (customer portal) can have its own checklist template.

  1. Sign in as an administrator and open any issue created from the customer portal with a populated request type.
  2. Locate the "create checklist template" button and select it. Create checklist template button
  3. Enter the checklist template in the description field as bullet points. Checklist template in description field
  4. Leave the remaining fields unchanged and select Create. The newly created request serves only as a template for this request type. Create template request
  5. Done. The checklist will now appear automatically for all requests of the same request type.

3. Using the checklists

Checklists are automatically attached to issues based on the request type. Progress is recorded in issue comments, providing a complete audit trail of checklist changes.

  1. Sign in as an agent and open a request type with a checklist template.
  2. The "Setup Guide" is intentionally hidden from agents.
  3. Select the first checkbox to confirm the work is completed. Checklist checkbox in ticket
  4. Refresh the page and note the checkbox remains selected (as expected).
  5. Scroll to the comments section and review the history. Each checklist update adds a corresponding comment. Checklist progress in comments

4. Data privacy policy

The general privacy policy is available here. The Service Desk Checklist app stores all data in the client's Jira Service Desk cloud instance. Information is stored in Jira objects: issues (checklist templates) and related comments (progress tracking). The app does not transfer or process any information outside the client's Jira Service Desk cloud instance.

5. Frequently asked questions

Please use the support form on the JS Factory homepage if you have any additional questions.

  • Does the app work with on-premises Jira Service Desk? No. The app is designed for Jira Service Desk Cloud only.
  • Does the app work with Jira Core? No. The app is designed for Jira Service Desk Cloud only.
  • Can I remove checklist template issues? Yes. The app will continue working for issues that already have checklists attached; however, new issues will no longer receive checklists.
  • Can I close or cancel checklist template issues? Yes. The status of the issue containing the checklist template does not affect app behavior.

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