Services + Assets: One source of truth with two new purpose-built schemas

[Aditya Mani]

Hi @David Washburn @Adam Benfer @Christopher Linn 

the roll out has begun as of last week. We are monitoring the progress of the roll out closely to ensure that there are no hiccups or issues. We expect the roll out to completely end by Sept 15th. If you are looking for an earlier rollout, could you please create a support ticket and reference this comment/article in it? We can schedule you in for an earlier cohort

[Aditya Mani]

@Alan Skillings - you shouldn't have an issue with the Affected Service field for Change Management. It should continue working as-is. We will take care of it during our migration

[Rosimeire do Amaral Faria]

@Aditya Mani 

Will services count as billable objects?

[Paul Madison]

Still waiting for this to roll out to our Cloud instance.

[Michael Verdun Heath]

@Aditya Mani Looks like our migration stalled out - our services DB has been read-only most of the week. Im sure i read it should only take 8 hours (ish) on the legacy "services" page before it locked.  Either way i'm totally blocked whilst it's locked - logged PCS-3839940 where your AI robot noted that two identically named "Services" schemas might be causing you problems. Any help getting us unstuck would be hugely appreciated.

[Rune Rasmussen]

For those waiting for the rollout; Yesterday I made a support ticket (Jira Service Management Cloud) asking for it to be enabled for our site, and linked to this post. May have name dropped Aditya as well.

This morning it was enabled and active for us.

[Adam Benfer]

We were just onboarded today and things seem to be working, though we have limited services defined.

@Aditya Mani or @Tori Stitt  - Are you able to expand on Atlassian's belief on how the various object types under "Technical Services". Tori mentioned that the CDM is part of Atlassian's "opinionated, pre-built set of standardized asset schemas in Assets, and so it would be helpful for us to consider where Atlassian aims to go as we look to use and, potentially, extend these objects.

As a practical example, for us, we have an product made up small (e.g. micro-services) and large components (e.g. dockerized services and applications). We compile artifacts of these components that auto-deploy to dedicated client AWS accounts with Dev, QA, and Prod environments for each account.

From that, is the thought that there's unique "Applications" and "Software Services", with client specific or use case specific "Deployed Services"? Before we scale out 100s or 1000s of one to many or many to many relationships of assets, I was hoping we don't put ourselves in an a corner. I think your "intent" for "Deployed Services" is the most unclear.

[Paul Madison]

Still waiting for this to roll out to our Cloud instance.  Opened a ticket with Atlassian and was told to just keep waiting.  I'm annoyed that it's been over two weeks and I still don't have this feature.

[Aditya Mani]

@Adam Benfer - I came across your support ticket. Let's continue our conversation there.

@Paul Madison - I am sorry to hear that. Could you please share your support ticket here? I will figure out where it is stuck

@Michael Verdun Heath - apologies for the delay in getting back to you on the ticket. We were investigating your specific issue. Looks like the team has just responded to you. Let's continue the conversation on the support ticket so it can be more focussed to your concern.

[Paul Madison]

@Aditya Mani here is the ticket number I submitted - CES-192285

[Russell Warren]

@Aditya Mani -- facing the same issues as Paul, though I've been told a manual migration would result in all services being deleted so I must wait for the automated migration to preserve our services.  PCS-3841710

[Andres Santamaria]

This was rolled out today during a live customer demo, which was obviously not ideal timing.

More importantly, the rollout seems to have introduced several issues in our environment.

The actual Services were migrated correctly to the new schemas. However, the incoming dependencies were not preserved, Assets in other schemas that previously referenced objects in the Service schemas are no longer linked to the newly migrated Service assets.

The system Affected Service field also appears to be broken. We are no longer able to select any Services in that field.

In addition, I don't have the new Services tab mentioned in the article, so I'm unable to follow the suggested step-by-step actions there.

Change Calendar Tab is also no longer working.

Is this the expected rollout experience for customers as well, or is this specific to One Atlassian environments?

At the moment, this feels like a fairly disruptive migration given that the Services themselves were migrated without information, and the Affected Asset field no longer working.

[leanne_allcock]

The migration is also causing a disruption to us :(

The Affected Service field is no longer displaying any of the service values.

[Russell Warren]

Having the same issue with Affected Services.  I assumed there was a different field to target for our change request form, but I don't see anything available.

[Aditya Mani]

Hi Community!

Unfortunately we encountered an incident that is impacting the Affected Services field. Our teams are actively looking in to this issue as we speak. Here is the status page for more updates on the incident: https://jira-service-management.status.atlassian.com/incidents/mz6v02r0htjf

[John Smith]

Still having issues. Still waiting on the services to be moved for several hours. Can't display, edit, or create any assets or services. This happening during the middle of the work day is really inexcusable.

[John Smith]

And now ours system is back to the "A new experience for Services is coming soon!" banner after several hours of not working. I assume that the migration failed at some point.

[Paul Taylor]

 @Aditya Mani our tenant looked to have received the update yesterday, but this morning we're back to the old Services schema.  Have some tenants had the change rolled back?  Luckily this hasn't impacted us in production as we're still deploying Assets, but it's somewhat unpredictable for our project. 

[Paul Madison]

This was available briefly yesterday morning for us, but was rolled back later in the day.

Talk about whiplash.