Jira Service Management

I recently helped a client migrate Opsgenie functionality to the built-in JSM Operations module. While rebuilding some automations, particularly for paging the Incident Management team, I discovered that Atlassian's instructions are outdated and the Team IDs don’t match. In other words, the IDs in the URL are different to what’s in the JSON representation. To assist others facing similar challenges, I created a video tutorial.

This workaround is intended to support Jira Service Management (JSM) projects that require exporting issues with only public comments, excluding internal ones. Currently, there are limitations in JQL's ability to differentiate between public and internal comments. Since JSM is primarily designed for customer interaction, sharing internal comments with customers is not a good ideia sometimes. We recognize the importance of this capability and have a related feature in our development backlog to e

We’re thrilled to announce an exciting new feature in Jira Service Management: the ability to build cascading fields in Forms!  Cascading fields allow you to create a dynamic hierarchy of options where a selection in one field determines the available options in another. This is particularly useful for those of you with complex service request workflows, as it ensures that your help seekers can provide the most accurate and relevant information when submitting requests.

Hello Community, We are reaching out to gather your valuable insights and experiences with the JSM Virtual Service Agent (VSA). As we strive to enhance the product, your feedback is crucial in helping us understand how the VSA is being utilized, identify any gaps, and explore potential improvements and new use cases.

What are SLAs, and Why Do You Need Them? Service Level Agreements (SLAs) are essential to ensure timely service delivery, especially for support teams and project managers using Jira on their projects. They determine the expected response time and resolution of problems based on predefined rules. The SLA Time and Report add-on for Jira Cloud improves SLA tracking by providing advanced SLA monitoring and reporting tools. With these capabilities, teams can easily track SLA compliance, set cus

📢 Announcing the release of deployment gating for GitLab for Jira Service Management Premium and Enterprise! With GitLab deployment gating turned on, changes to the environments you choose will be paused until they receive change advisory board approval in Jira Service Management.  

We’re excited to announce a new feature for Jira Service Management. You can now restrict the visibility of internal notes, based on your project roles and groups. 🎉 Sometimes, teams need to have private discussions about customer requests, and in the case of particularly sensitive topics these discussions may need to be confidential between only a few team members (such as those in your HR or Legal teams).

Last year, we introduced the virtual agent in Slack, a significant step forward in automating and enhancing support experiences in Jira Service Management with the power of Atlassian Intelligence. Now, we're excited to announce the expansion of this capability to Jira Service Management’s help center in beta, delighting help-seekers with self-service, conversational support over the web.

Remote and hybrid work, as well as new technologies like AI, have created new challenges for HR teams and required a change in how they operate. With Atlassian's Team Anywhere policy enabling our employees to choose where they work, our HR teams experienced this challenge firsthand. This included how new employees could experience our company and team culture despite not onboarding in an office or making sure they could get the help they need to get work done from anywhere in the world.

As we continue to drive innovation with AI in Jira Service Management, we're thrilled to announce our latest capabilities designed to enrich the experiences of support and IT Operations teams. From AI-driven issue triage and sentiment analysis to streamlined automation and AIOps capabilities, these enhancements are set to redefine how teams deliver exceptional service at scale. Dive into the details of each release below and discover how Atlassian Intelligence is setting a new standard for

Shaun here from the Jira Service Management product marketing team. I’m inviting you all to ask us anything about incident management in Jira Service Management. We’ll answer your questions LIVE at 11 am PST / 2 pm EST on May 16th.