Service Management is its own app next to Projects. A team works customer requests in a service project: the requests arrive as work items, the team picks them up from queues, and customers follow their requests in a portal.
Who can use it
An administrator gives the app to groups in Administration → Groups → App access, like any other app:
A person without the app does not see it in the app drawer, and its pages answer “not found”. What a person may see inside a service project still follows the project’s own rights.
Service projects
A project is either a normal project or a service project.
- When you create a project, choose Service project under Project kind. The choice appears only when you hold the app.
- An existing project becomes a service project in Project settings → General → Project kind. Its work items stay as they are.
- Turning a service project back into a normal project closes its portal and its customers lose access. Collabase asks before it does this.
A service project shows Queues first in its navigation and a Service group in its settings: customers, request forms, queues, SLAs, portal and reply templates. Approvals are set on the statuses of the workflow.
The start page of the app lists the service projects you may open, with their space.
Projects and Service Management are separate
An installation can run both apps, or only one of them. Without Projects, a service project shows no timeline, backlog, mind map, cycles, phases, costs or risks. Without Service Management, no project shows queues, service settings or portal links. Last modified on November 4, 2026
