🎉 Case Management in Jira Service Management is now generally available

[#1]

Hi everyone 👋

We're thrilled to announce that Case Management in Jira Service Management is now generally available for all JSM Cloud customers. Over the next week, you’ll see Case Management appear in your service spaces settings under Features. 

What is Case Management?

Case Management gives HR and Legal teams a native, structured and secure way to handle sensitive cases directly inside Jira Service Management. Reduce the need for additional tools and minimize context switching and duplicate data entry.

Whether you're managing an employee misconduct investigation, a legal matter, a grievance or a complex employee case, Case Management brings purpose-built structure, granular access controls, and case note capabilities to the platform your team already uses for service requests.

Unlike solutions that require a separate product or a separate workspace for sensitive case work, Case Management is built directly into JSM. Your HR and Legal teams work alongside IT on the same platform, with the access controls they need - without the cost or complexity of a dedicated module. 

Ready-to-use request types for teams running sensitive cases: HR, Legal, Finance and Facilities

Case Management comes with pre-built request types for teams, covering common use cases like employee investigations, grievances, performance matters, contract disputes, and compliance cases. When you enable Case Management, you choose which of these request types to assign to the Case Management work category, so your teams start with the right structure from day one without having to build it from scratch.

Case Management uses your existing JSM security model so there are no separate permissions to configure. Cases are only visible to people in your service space who have access to the work item, controlled by your existing access settings. Your employees (help seekers) don't see the case component at all. To restrict who can see and work on specific cases, use your service space's issue security scheme, the same way you control access to any other sensitive work in the space.

Case notes - use a template or create your own

Case notes give your team a dedicated, structured space to document findings, witness statements, corrective actions, and investigation outcomes - kept separate from general comments and visible only to the right people. You can:

• Use a pre-built case note template suited to investigation workflows in HR, Legal and more to get started quickly

• Create your own case note to match your team's specific process and terminology

Rovo-generated case reports

Case Management includes built-in Rovo case reports for paid JSM Cloud customers.

Select “Generate report” to invoke this purpose-built skill in Rovo Chat. Rovo then generates a structured case report using the case description and case notes. This means investigators can spend more time on the actual case work and less time on documentation and helps organizations maintain consistent, structured records

While we’ve designed the feature to use the information you provide, as with all AI features you should review the report output before using it. Learn more about how Rovo Skills uses your data

Who is this for?

• HR teams managing employee investigations, grievances, disciplinary processes, and employee relations cases
• Legal teams handling legal matters, contract disputes and compliance cases
• Any team who helps investigate or manage sensitive cases.
• JSM Admins looking to consolidate sensitive case workflows onto a single, secure platform

How to get started

1. From your Jira Service Management space, navigate to Space settings → Features
2. Enable Case Management under the work categories section
3. Assign at least one request type to the Case Management work category
4. Configure case note when a work item is raised, using a template or create your own

Visit here for further support.

We want to hear from you

We’d love to hear how you’re using Case Management in Jira Service Management. Share your examples and questions below. Your feedback will help shape how we evolve the capability.

Kind regards,

Gemma Aldrich

Product Manager, Jira Service Management

[Brian Hill]

Great to see this emerge. Potentially has much broader applicability than internal sensitive cases, particularly for clients in a professional services sector where they deliver case management services. Look forward to giving it a poke and thinking about its broader relevance for some client sectors. Keep in mind that if a case is recording WHS interactions, it's also good to have an assets overlay for the site of the incident, any plant or equipment that may be implicated and needing corrective actions/maintenance.

[Dave Mathijs]

Hi @Gemma

Apart from 'Case notes', I don't really see anything new, just a new work category that is not ITIL-related.

Can case notes (finding form, outcome form) be customized?

[__ Jimi Wikman]

I agree with @Dave Mathijs on this one. Besides a new name for forms with some new statuses and a new section, what actually is this change compared to a custom request type?

I understand that this is a first iteration and you have a roadmap for how to expand this feature in the future, but could you provide a little comparison and possibly a teaser for the future so we understand why we should pay attention to this feature?

[Fadi Messaoudi]

Hello , 

Before announcing this new feature, we were struggling with some configurations and building strong automations and workflows with certain restrictions to make the work flow correctly. Now, I think it's better with this solution, and we will try it on our upcoming projects.

[Gary Spross]

I agree with both @Dave Mathijs & @__ Jimi Wikman . As I was watching the demo I found myself wondering why this is it's own "feature". It looks to me like the main benefit is having templated Case Notes forms (but in my experience with other templates, they won't fit the need and custom versions will need to be created anyway).

[Greg D]

To echo the questions from a few others above on how this is different from the existing functionality, is this just trying to simplify some of the setup of a particular kind of request type and some internal forms on a JSM request and have these type of internal forms live in a specific grouping of "Case notes" on the internal side of the request? A way to segment customer forms from case note forms with the ability to furl and unfurl separately?

[Wurm Peter]

I understand what this is trying to achieve, but I wouldn't call it case management... In practice, a Jira work item is already a case in 99% of situations. You don't put several cases into one work item, you split them up in different work items.

Please don't create something just for JSMs. Create it for all Jira variants (business, service and software)w.