[📣New] Introducing the new Customisable JSM Space Summary Page

[#1]

Hey Community 👋,

We are pleased to announce that the new Customisable Space Summary page for Jira Service Management is rolling out to customers on premium and enterprise editions. The new experience gives service teams a single, configurable place to understand their work, monitor key metrics, and identify where attention is needed.

What is included

The new Summary page brings together several capabilities intended to help teams get value quickly while still allowing space admins to tailor the experience to their team's needs.

• One trusted view: Agents and managers can see the same service metrics in one place, reducing the need to compare numbers across separate reporting tools.

• Customisable layouts: Space admins (and users they give permission to) can adapt the page to match how their teams work, including changing charts, resizing components, adding rows or columns, and setting default filters.

• Faster setup: Pre-built templates and more than 20 out-of-the-box metrics help teams create useful dashboards without starting from a blank page.

• AI-assisted insights: Charts can surface trends, anomalies, and patterns automatically, and Rovo can help generate charts from plain-language prompts.

Designed to be customised around your team’s workflow

We know that customisation has been a common pain point for service teams. Different teams track different goals, organise work differently, and need different levels of detail depending on the audience. The new Summary page is built to give space admins more control over both the structure of the page and the data shown on it.

By selecting Edit from the top-right of the page, admins can enter edit mode and reshape the layout. Charts can be resized, moved, or reorganised, and admins can add new rows or columns to create a structure that better reflects the team’s operating model.

Each chart can also be configured individually. Space admins can choose the metric they want to report on, select a visualisation type, define group-by and segment-by fields, and apply filters. Examples of available metrics include count of work items, SLA compliance rate, satisfaction rating, resolution rate, and percentage of reopened tickets.

Optionally, space admins can also click on the lock icon next to the edit button to select which other users can edit the summary page apart from them.

Set default filters for a more relevant starting point

Space admins can decide which filters appear to team members when they land on the Summary page, and can also assign default values for those filters. For example, a team may choose to default the page to specific assignees, request types, statuses, or priorities.

This helps ensure that users arrive at a relevant view immediately, rather than needing to repeatedly configure the same filters each time they visit the page.

Create charts with templates or natural language

Users do not need to build every chart manually. When adding a new chart, admins can browse the template library and use pre-built options as a starting point. This is especially useful when setting up a Summary page for the first time.

For teams that prefer a more guided experience, Rovo can generate a chart from a natural-language request. For example, an admin can ask to see work items grouped by priority, and Rovo will create the chart without requiring manual configuration.

Organise different views with tabs and access control

Admins can also manage tabs on the Summary page. Tabs can be used to separate views for different workflows, such as incidents and changes, or to organise reporting around different audiences or goals.

Each tab can be configured with view and edit access, giving teams more control over who can see or maintain different parts of the reporting experience. Tabs can also be added from the template picker, and existing tabs can be removed when they are no longer needed.

AI insights to help teams identify what needs attention

The Summary page can also highlight trends, anomalies, and patterns that may require further investigation. For example, if a specific request category is receiving a high volume of tickets, the page can surface that pattern and provide follow-up prompts to explore it further.

This is intended to help teams move more quickly from reviewing data to understanding what is changing and deciding where to focus.

Getting started

1. Open the Summary page in your Jira Service Management space.

2. Select Edit to enter customisation mode as a Space admin. Optionally click on the lock icon next to the edit button to change who has permission to view and edit the summary pages.

3. Adjust the layout, add or edit charts, and choose the metrics most relevant to your team.

4. Configure visible filters and default filter values so users land on the right view.

5. Use tabs and access controls to organise views for different workflows or audiences.

The new Space Summary page provides one home for your team’s metrics, with the flexibility to shape the experience around the way your team works.

We would welcome your feedback as you try the new experience. Please share questions, suggestions, or examples of how your team is customising the Summary page in the comments.

Thank you

[Manas Shukla]

Commonly used chart configurations

1. Count of work items by Status

2. Team workload

3. Priority breakdown for work items

4. Request type breakdown for all unresolved requests

[Rune Rasmussen]

This is interesting.
What are the plans for adding more granular filtering and options to these dashboards and filters/gadgets?

Example:
My manager is the manager of a handful of small teams.
Being able to have an Activity Stream filter for each little team would be good, but currently Filters seem to be set on the dashboard level.
Being able to set a filter pr. gadget would be great.
And filters also seem to not work at all for Activity Streams.

[Manas Shukla]

@Rune Rasmussen  If you are a space admin, you should be able to click on edit button on the dashboard and then edit a chart to add chart level filters as shown in the attached image for most chart types.

Depending on your setup, you might want to utilise the extra tab as well with one being relevant for managers and other for the agents in the space.

Support filters for activity stream charts is on the long term roadmap.

[Samuel Besozzi]

How exactly is First Contact Resolution calculated? I can't find any documentation on this.

It would also be great to set up custom Quick Filters similar to what's available on agile boards, or allow for multiple custom views. When you have multiple teams working out of the same space this becomes a huge value add.

[Nick Ramirez]

While I appreciate the ability to finally customize the dashboard, it's effectively broken for me when I need it. 

I noticed that the default Summary provided was removed from my space, and I'm curious if there's a way to get it back? I don't know if this was an internal change or from the product itself, but without the default summary actually working, the summary / dashboard is effectively useless until it's configured. And that's a challenge right now.

I've tried to rebuild it in two ways:

1) adding a new summary and selecting the prebuilt version -- does not fix my issue

2) adding a custom summary, but the underlying filters and the fields referenced are seemingly wrong. I'm not sure if this is a Bug, but for example, when I select a template 'Count of work items' and Group by Request Type, the chart I'm seeing has zero request types displayed, but I know that everything is leveraging the proper Request Type. For instance, Rovo tried to tell me I was using Issue Type, not Request Type, but it was just hallucinating. 

Would be great to know if this is a known issue and whether or not there's a time to resolution. Thank you!

[Manas Shukla]

@Nick Ramirez Would you be open to setting up a call with me so that I can understand and resolve your issue? 

Here's the link that you can use to select a preferred time:
https://atlassian.zoom.us/zbook/manas-shukla/jsm-analytics-feedback