📣 New updates to Journeys in Jira Service Management

[Gemma]

We're recently released experience updates to Journeys in Jira Service Management  that make it easier to monitor and manage active journeys and access journey-related context directly from work items.

Journeys allow teams to design, automate, and track structured employee experiences all in the same place where service work already happens.

View active journeys

You can now view a table of work items that are parents of journeys currently executing in Jira Service Management. This new page helps you track and manage active journeys more efficiently by providing a centralized view of their parent work items.

To access the active journeys table:

1. Go to your service space.

2. Select Journeys from the space navigation on the left.

3. Select the Active tab to view the table of work items.

Journey component on work item view

Work items that are parents of a journey now surface journey-related context directly within the issue view. This means your team can see which journey is associated with a work item without having to navigate away - keeping the right information close to where the work is being done.

You may need to republish an exisiting journey to view the new journey component on the work item.

Share your feedback in the comments below!

Kind regards,
Gemma Aldrich
Product Manager, Jira Service Management

[Dave Rosenlund _Trundl_]

This is awesome stuff, Gemma 👍

[Gemma]

Thanks @Dave Rosenlund _Trundl_! 

[Brita Moorus]

Oh wow, that’s a great update! 🧡

[Gemma]

Thanks @Brita Moorus !

[zoltanersek _outpostlabs_dev_]

Great to see Journeys becoming more integrated into the work item experience.

[Gemma]

Thanks @zoltanersek _outpostlabs_dev_  appreciate your feedback!

[Dave Mathijs]

Hi @Gemma Thanks for sharing.

I have the following questions:

1. The Active journeys only refer to the Parent Journey, not to the child work items of the parent journey, right?
2. Is the Journeys component always visible in the work item view, also for work items that are not journeys? Is it possible to completely hide/remove the component from the work item view?
3. I really would like to be able to (re-)sort/(re-)rank the work items of a journey.

[Josh]

@Gemma I'm with everyone else here in appreciating the excellent work here. A few quick follow-up questions:

• Are we able to find Journeys in the work item search (e.g. via JQL)?
• Is there any update on when Journey configuration will be supported as covered entities in the backup and restore experience?
• Is Rovo Journey-aware (e.g. if you ask about a work item that is part of the Journey, can Rovo inform you about that)?

[Rune Rasmussen]

This is a nice QoL update to Journeys, and I'm here for it.

There are some other things we would absolutely want to see before we start using Journeys.

1. Every time a Journey is updated a new automation rule is created.
With multiple Journeys and small tweaks here and there, we'll end up with an annoying recurring cleanup-task, or drown in disabled automation rules.
Not the end of the world, but absolutely some nonsense we shouldn't have to deal with in 2026.

2. Branching.
An onboarding for example. A new hire may need access to multiple IT systems.
The Onboarding work item has a multi-select field for systems the new hire needs access to.
A For Each branch looking at the multi-select field and creates an access request for each system selected.
Since Journeys seems to be basically Automation with a different UI, I imagine this is possible.

3. The Actor on the underlying automation rule is the user who created the Journey.
So if I configure an Onboarding Journey for our organization, it'll look like I'm the one hiring everyone.
And since editing the underlying automation rule does not actually change anything in the Journey, I can't just change the actor. I tried.

4. The underlying automation rule can be edited, but it won't actually do anything.
Then why can it be edited? Or why can it be edited by humans?
It'd be a better experience if the automation rule was read-only.

[Patricia Francezi_iDev_]

Nice one - do Journeys accept Asset fields already?