Integrating SharePoint into Jira Service Management for Request Workflows

System

Jira Service Management (JSM), SharePoint

Short description

Speed up request resolution in Jira Service Management by accessing and updating SharePoint documents directly on tickets - no switching systems or chasing file versions.

Challenge

Request reporters and service agents struggle when supporting documents are stored outside Jira Service Management. Switching between JSM and SharePoint creates delays, increases the risk of outdated files, and reduces efficiency. A connected workspace is essential so that all relevant documents, whether HR, IT, finance, or compliance-related, are available directly from the request ticket.

Actors

👔 John – Employee (Request Reporter)

💻 Rita – IT Support Specialist (Service Agent)

👥 Joanna – Team Lead

🛠️ Taylor – IT Admin

Actors Goals

👔 John – Wants his request resolved quickly with supporting documents clearly attached.
💻 Rita – Wants to manage SharePoint documents directly in JSM requests to avoid switching systems.
👥 Joanna – Wants better efficiency and visibility into request progress with complete documentation.
🛠️ Taylor – Wants to provide a stable and secure integration for all request workflows.

Use Case Scenario (step-by-step)

John submits an IT support request in Jira Service Management.
Rita, the service agent, opens the ticket and sees the linked SharePoint folder containing manuals and troubleshooting guides.
She opens a file directly from Jira, reviews it, and attaches it to the request without navigating to SharePoint.
Rita uploads a new file from her computer directly into the connected SharePoint folder through the Jira ticket, it is automatically linked to the request.
Joanna, the Team Lead, checks the ticket and sees all documents and actions logged, ensuring progress is on track.
Taylor maintains the SharePoint–Jira connection so permissions and access are applied correctly to all request types.

Outcome

Employees like John experience faster, clearer resolutions with all documents attached to their requests.
Service agents like Rita manage files without leaving Jira, speeding up ticket resolution.
Team leads like Joanna gain visibility into request handling and efficiency.
IT admins like Taylor provide a reliable, governed integration across systems.