Keep Everyone in the Loop: Introducing Stakeholder Groups & Automation for Incidents

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Keeping stakeholders informed during an incident is crucial and increasingly complex. As service teams grow, incidents can affect a broad range of stakeholders, including internal teams, external partners, customers, and leadership. Unfortunately, relying on manual email updates, ad-hoc distribution lists, and disconnected tools can hinder communication and create confusion.

That’s why we’re excited to announce that Jira Service Management Premium and Enterprise plans now offer enhanced incident stakeholder management features to streamline your communication during incidents. 

Note: Some features, including stakeholder management directly in Jira Service Management and reusable stakeholder groups, are being rolled out gradually. If you don’t see them yet, they’ll be available in your instance soon!

What’s new?

Here’s how the new features help you modernise and scale your stakeholder communications:

1. Manage stakeholders directly from Jira Service Management 

Previously, only organisation administrators could add stakeholders through “admin.atlassian.” Now, Jira administrators can add stakeholders directly within Jira Service Management, streamlining workflows and reducing reliance on organisation administrators. 

2. Create reusable stakeholder groups 

By defining stakeholder groups—like “Exec Sponsors,” “Network Team,” or “Customer A Contacts”—once, you guarantee that every member of each group is always included in incident communications. This means you’ll never accidentally leave someone out: whenever you select a group for an incident, all its members are notified automatically, every time. This approach eliminates manual errors, saves time, and ensures that the right people are always kept in the loop for every incident, now and in the future.

 3. Associate stakeholders and stakeholder groups with services & incidents

Associate stakeholders and groups directly with specific services and incidents, so only the people who need updates actually receive them. No more spamming uninvolved teams with irrelevant alerts.

4. Instant, Reliable Stakeholder Communication—Powered by Atlassian Automation

Easily keep key people informed during incidents with the new “Add stakeholders to incident” automation in Jira Service Management. Automatically or manually add stakeholders—ensuring they receive timely updates and visibility throughout the incident lifecycle. Available for Premium and Enterprise plans. Read more about how to configure it here.

5. Standardise and simplify stakeholder email updates to stakeholders

Leveraging existing incident email templates to send concise, relevant updates to relevant stakeholder and stakeholder groups. Templates help standardise communication, reduce manual effort, and minimise errors during high-pressure moments.

 

Why this matters?

These new capabilities give service teams a smarter, more scalable way to communicate during incidents. Instead of scrambling to update various stakeholders manually, you can now:

• Standardise stakeholder comms with templates

• Improve transparency without overwhelming recipients

• Save time and reduce risk by keeping updates in one place

• Tailor messaging to the right people—every time

Get started

• 📖 Read more about stakeholders
• 📖 Learn how to set up stakeholder groups
• 🛠️ See how to associate stakeholders with incidents and services
• 📨 Create and manage email templates

What’s coming next?

We’re continuously working to make incident communication even more powerful in Jira Service Management. Here are some exciting features on our roadmap:

• Create status pages directly from Jira Service Management: Soon, you can create public status pages within Jira Service Management and send real-time incident and maintenance updates to your stakeholders—all included in your Jira Service Management Enterprise app. Share this update with others in your organisation.

• Early Access Program: Interested in trying out status pages before general availability? We’re running an Early Access Program! Sign up here.

Stay tuned for more updates as we continue to expand and enhance incident stakeholder management in Jira Service Management.

[Dave Mathijs]

Thanks for sharing @Deeksha , these Operations features and capabilities are ever-expanding!

[Josh]

Hi @Deeksha .

I just reviewed this page: Create stakeholder groups | Jira Service Management Cloud | Atlassian Support .

It appears that these stakeholder groups are managed separately from Atlassian groups and Atlassian teams? Will org admins have any visibility / oversight for the stakeholder groups?