📣 Sign up for closed early access: Case Management in Jira Service Management

[Gemma]

We’re excited to share our early access program (EAP) for Case Management in Jira Service Management (Cloud).

Manage sensitive, long-running investigations such as employee misconduct, grievances, performance management and other complex case work directly in Jira Service Management without using email, spreadsheets or disconnected tools. 

You’ll be able to:

• Create and manage cases using a purpose-built case management experience with structured findings, outcomes and evidence documentation.

• Use out-of-the-box case types for common Employee Relations (ER) scenarios like misconduct, performance and general sensitive matters.

What's included in this early access?

In this EAP, we’re testing the foundational case management experience in Jira Service Management, with a focus on HR and Employee Relations use cases while also supporting other teams that manage sensitive or private investigations.

Case Management will be available to enable in Features in your space settings. It activates a purpose-built experience for teams that need to manage sensitive investigations and confidential cases.

1. Out-of-the-box case types and forms

Get started immediately with pre-configured request types for common ER scenarios:

• Workplace concerns or incident: allegations, findings and evidence

• Performance: performance improvement plans and tracking

• Health: health and well-being support

• General sensitive: flexible case type for other employee matters

2. Purpose-built case notes in the work item view

Rather than relying on unstructured comment threads, our dedicated case management component in the work item view gives investigators a structured way to document their work with:

• Findings: record your assessments or findings with structured data, determination status, evidence and actions required.

• Outcomes: capture case outcomes, follow-up actions, approvals and resolution.

Unlike standard forms in Jira Service Management, case notes are designed for sensitive investigations:

• Internal-only by design: case notes can’t ever be made external, helping reduce security risk compared with forms that can be exposed unintentionally externally.

• Determination labels for every entry: each note includes a determination status, such as substantiated or inconclusive.

• Dynamic titles per entry: entries can use context-aware titles to make each note easier to scan and report on.

How the closed EAP works

This is a closed, limited EAP, which means we’re partnering with a small group of customers so we can work closely with you and iterate quickly.

We’re looking for customers who:

• Use (or plan to use) Jira Service Management for HR, People or Employee Relations workflows

• Can share regular feedback on what’s working, what’s confusing and what’s missing

• Are open to lightweight collaboration (e.g. interview or written feedback).

Our feature is provided for early testing and feedback. We strongly recommend that you use sample or synthetic data to test the functionality of the feature.

Sign up for early access 

If you’re building out Enterprise Service Management capabilities, we’d especially love to work with you.

Please register your interest in joining our EAP

Our team is looking forward to partnering with you on this journey. If you have any questions about the EAP or whether your use case is a good fit, feel free to comment below and I’ll get back to you.

Kind regards,
Gemma Aldrich
Product Manager, Jira Service Management

[Josh]

Excellent timing for this EAP, @Gemma .

Looking forward to (hopefully) working with you again.