[CLOSED] AMA: Change Management in Jira Service Management

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UPDATE: We've wrapped up our Ask Me Anything for Change Management! Thank you so much to everyone for taking part and sharing your questions and feedback. Here is the recording if you'd like to revisit any of the questions that were covered. Also, be sure to watch the Jira Service Management roadmap to get updates on new features. Lastly, please keep the questions and conversations going via Atlassian's Jira Service Management Community page. We look forward to continuing these conversations with all of you!

Hi Community!

We are back again with another AMA session, this time with Senior Product Manager @Prithwish Basu

We are inviting you to ask us anything about change management in Jira Service Management. We’ll answer your questions LIVE at 10 am PST / 1 pm EST on Tuesday, June 3rd, 2025. Register here.

We’ll cover all Jira Service Management has to offer when it comes to change management. Feel free to ask about:

• Our vision and roadmap for change management

• How to get started with change management functionality in Jira Service Management

• And anything else you can come up with!

You don’t need to wait until June 3rd; ask your questions in the comments below. We will make sure to answer them here and also cover the answers in the AMA on the 3rd.

We hope to see you on the Zoom on June 3rd!

[Josh]

Hi @Eugene Pak . I'm looking forward to the AMA on the 3rd.

Here are some questions to get the conversation started:

1. Do you have any plans to integrate knowledge (i.e. Confluence pages) with assets to better identify when system changes impact knowledge?
   1. More details are included here: Linking Confluence Pages (e.g. KB Articles) to JSM...
2. Is anything in the works related to automated / semi-automated change collision detection?
   1. For example, if a server change is planned at the same time that an application change is planned it would be really helpful to somehow flag a potential collision and have the responsible teams reconsider the change timing
3. Are there any Rovo agents in the works to help facilitate change management?
   1. .e.g. recommending implementation and backout plans based on similar changes
4. Are there any enhancements planned for the change calendar?
   1. With a global team of more than 500+ users sharing a project, it's basically impossible to use the calendar without more ability to apply filters / define views.

[Josh]

Some additional questions for the AMA:

• Based on conversations with different users, are there any common errors (technical, thought process, etc.) that Atlassian sees customers make as it relates to change management?
• Are there any change management best practices that can be shared with enterprises in regulated industries?
• What are some change management features that are really helpful but most customers:
  • aren't aware of
  • overlook
  • don't fully understand
  • [Said differently, what features would you like customers to use and ask about more often?]

[Calvin]

I'd love to know about best practices, in particular with notifications to "approvers" and dealing with that approval list (Assets? Groups?).

Whether anyone uses links between Change Requests in JSM with Epics in Jira Software in a way they can ensure that the linked issues are in the proper "status" while navigating who has a JSM licence and who doesn't.

How do people deal with recurring Change Requests, I have a huge workaround for Portal users to be able to clone previous Implemented Change Requests, these are ones where 90% of all fields in a form stay largely the same just to save users some time.

What best practices are used on forms in Change Requests, notably some users want to "Submit the form" straight away. Others want it open so others can add details to it and they submit it later.

How do you get your portal users to close off a Change, I know we can provide the transistion, but I'd llke them to full out values like "changes to downtime times" or "issues during release" or "Reason of failure". Right now I have a second form that appears at the end made via automation

[Dan W]

I am hoping I am able to arrange my schedule to attend but If not, I will watch the recording.  

My questions

Is there going to be a way to add additional issue types from different projects to the change calendar?

Example, I would like to have visibility to Release Approvals for application deployments on the same calendar so I can see potential conflicts without having to flip between calendars.

[Calvin]

Heya, unfortunately I missed this due to running at 3am in my country and I just got a bit too tired after work. Was there a recording as I'd love to see it. Cheers

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Got to see the video today, thanks for the link. They answered my question too! Woo thanks team. I appreciate it.