Jira Server mobile app

We’ve officially started the Beta program for Jira Service Management mobile support. Read on for more details on how to access Jira Service Management on your mobile device.


Beta program

We’ve been working hard to bring some mobile love to Jira Service Management, and have finally reached the point where we can share the basic functionality with you. Jira Service Management is using the same Jira Server mobile app as Jira Core/Software, but the access isn’t enabled by default. You’ll need to enable it in your Mobile Plugin for Jira (described below). The mobile app is still missing some JSM-specific functionalities, which we’re working on right now.

You don’t have to sign up for our Beta program—it’s available for everyone and the only thing we’re asking for is that you share your feedback. So, go ahead and try it out!

About the app

Here’s what you’ll get, and what you can do in the app.

Available right now

  • Viewing Jira Service Management projects and requests

  • Commenting internally and externally

  • Notifications about request updates

  • Working on requests (creating, editing, linking, reassigning, responding to customers, etc.)

  • Viewing SLAs and planning which tasks need to be resolved first

What we’re still working on

  • Agent queues

  • Jira Service Management specific fields (Organization, Request type, Request participant)

  • Request support (Approvals, attachments)

Requirements

Jira Service Management

You’ll need to install the Mobile Plugin for Jira version 3.0.0 or later from Atlassian Marketplace, or upgrade to Jira Service Management 4.12 or later, which includes the plugin out of the box.

Device requirements

To use the app, your users will need a device with either:

  • Android 5.1 (Lollipop) or later, or

  • iOS 12 or later (iPhone, iPad or iPod Touch)

Downloading the app

If you already used our Jira Server app for Jira Software or Jira Core, you’re good to go, it’s the same app. If not, you can download it for Android or iOS.

Enabling access to Jira Service Management

Once you’ve taken care of all the requirements, you need to enable access to Jira Service Management Beta, which right now is hidden behind a dark feature. Here’s how to do it:

  1. Enable the following dark feature in your Jira instance:

    com.atlassian.jira.jsd.mobile
  2. Ask your users to log out from the mobile app, and log in again. The Jira Service Management projects are now at your fingertips.

Considerations for administrators

Here are some things to consider when determining whether your users will be able to use the app.

VPN and firewalls...

VPN and firewalls

If your Jira instance is not accessible on the public internet, users will need to connect their device to your network or virtual private network (VPN) in order to use the app.

We recommend providing your users with step-by-step instructions on how to connect to your VPN when you let them know the mobile app is available, as this is something Atlassian Support will not be able to help them with.

SSL...

SSL

The app accepts both HTTP and HTTPS connections.

If your Jira instance is configured to use SSL, you will not be able to log in on the app if:

  • your certificate is self signed

  • the Certificate Authority (CA) is unknown, or is not one that Android / iOS trusts by default (for example it might be a new CA that is not yet trusted, or a private CA)

  • your certificate is missing an intermediate CA, affecting the certificate chain

  • your certificate doesn't meet Apple's Requirements for trusted certificates in iOS 13 (affects people using the app on iOS devices).

See our Knowledge base article for information on how to resolve this.

Storage and encryption...

Storage and encryption

The iOS and Android apps cache some content (issues, projects, boards) locally on the device. This helps keep the app responsive when navigating around projects and issues. We don't use any application-level encryption when storing cached data, but the device's internal storage may be encrypted by the operating system.  

When a user logs out, all cached data is deleted. 

We don't store passwords in the app. Instead we use session cookies, which are encrypted by default. 

Login and authentication...

Login and authentication

The app supports all common Jira user management configurations, including external user directories and SAML single sign-on. Users will need to sign in to use the app, even if your site allows anonymous access.

Mobile Device Management (MDM)...

Mobile Device Management (MDM)

You can distribute the Jira Server app to people in your organisation using your MDM solution. For more info on how to do this, see Mobile Device Management.

Third party apps and visual customizations...

Third party add-ons and visual customizations

The mobile app provides a simple, lightweight way for users to view, create, edit and collaborate on issues. Complex interactions, including those provided by add-ons, will not be available in the app.

Any look and feel customizations you’ve made to your Jira instance will not be reflected in the app.

Push notifications service...

The Jira Server mobile app can push notifications directly to users' devices. Users choose whether they'd like to receive push notifications from the app, and can opt out at any time. This feature uses a cloud-based notifications service developed and maintained by Atlassian and hosted on our AWS infrastructure. No user or message content is sent to the service, only notification IDs, and we don't store any data.

  • If you need to avoid using any cloud-based services you can choose to disable push notifications entirely. Head to Administration () > System > Jira mobile app.
  • If you're using restrictive firewall or proxy server settings, you'll need to allow (whitelist)  https://mobile-server-push-notification.atlassian.com  to ensure push notifications work as expected.

For sites that are not accessible on the public internet (for example users need to be connected via VPN to use the app) we adapt the push notification message as follows:

  • If the user is connected to your network or VPN, we'll show the full notification, for example "Sara Leung shared 'End of year party' with you"
  • If the user is not currently connected to your network or VPN, we'll show a shorter notification, for example "1 new notification".

For more info about push notifications, see Push notifications.

Related pages and known issues

If you’re having problems with logging in or encountered some other issues, head on to our knowledge base articles that will tell you what to do:

Last modified on Nov 23, 2020

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