Unifying Services, Assets and Jira Service Management

[Lee Wilson]

Hello,

In Jira Operations on the Service page there is a note (that led me here) that says: 

This is your new Services home

Starting June 25, 2026, all your services will move here so you can manage them in one unified place.

When it says all your services will move here what services are being referenced? JSM or OpsGenie services? 

[Aditya Mani]

Hi @lee - The services that we are referring to here are JSM services. We will be migrating your JSM services without any downtime to a new experience. In case you are in the middle of a migration from Opsgenie to JSM, then those will also get synced automatically to the new JSM services experience. In short, you should not expect any downtimes or disruptions.

Also, separately, there seems to a slight bug in the banner that you see in JSM. This change is expected to hit by end of July and not June 25th. Apologies for the confusion.

[Lee Wilson]

Thanks @Aditya Mani

Our services have been setup in the asset schema, but we have defined our own schema groups and have not used the systems standard service schema. How will that affect what is synchronised into Jira Operations? 

[Jochen Brügel]

Thank you for sharing this update. It would be very helpful if Atlassian could also publish a new, updated article covering the new Services and Assets capabilities in more detail.

In particular, practical guidance, recommended data models, migration considerations, and best-practice examples for using Services together with a CMDB would be highly valuable for customers planning their future architecture.

[David Washburn]

@Lee Wilson on the main post I no longer see the "starting June 25" date. Was this removed or did you see June 25th referenced somewhere else? I was looking forward to this change launching this week. I hope it wasn't removed from the post due to a delay.

[Rick Westbrock]

I have a feeling that Lee saw the June 25 date on the JSM Ops Services page banner like I did this morning (which is a bug according to Aditya's post on June 19):

[Aditya Mani]

Hi @David Washburn @Rick Westbrock - I apologise for the confusion caused because of the bug on our end.

We will begin migration for existing customers towards the end of July. More details on the migration and what to expect will be made live in the next week. I regret the inconvenience caused because of the wrong date published.

[Luka Hummel - codefortynine]

Hi @Aditya Mani

Great update! I was using Compass almost exclusively to provide additional data for linked assets.

Now I'm only missing the capability to provide the Affected services or Custom Asset Fields to anonymous users in JSM. It's already available in CSM forms.

[david_dousa]

This is great update, which I was looking forward. So far not change on our instance, past the rollout date. :(

"This is your new Services home

Starting July 20, 2026, all your services will move here so you can manage them in one unified place."

[Luka Hummel - codefortynine]

@david_dousa Same here. I opened a support ticket with Atlassian because I already experienced silent failures of feature rollouts multiple times, and often they don't get fixed by Atlassian on their own.

You might want to do the same.

[Rune Rasmussen]

@Luka Hummel - codefortynine I thought it was just a case of it being a gradual rollout that began on the 20th of July.

Have they responded to you?

[Luka Hummel - codefortynine]

@Rune Rasmussen Support confirmed that it is a phased rollout, but Atlassian should communicate the period clearly. I already got burned once by such a rollout that never happened because it was blocked by some arcane settings Atlassian was unable to fix from their end.
Now I'd rather open a support ticket. Worst case, it shows Atlassian that they need to improve their communication.

[Rune Rasmussen]

@Luka Hummel - codefortynine Thanks for the confirmation. I will hold my horses and wait impatiently.

Atlassian does indeed have a strange communication strategy.
Often it seems to one of non-communication.

[Aditya Mani]

Hi @Rune Rasmussen @Luka Hummel - codefortynine @david_dousa 

Thank you for your patience and for sharing. I completely understand the frustration of seeing a date, getting excited, and then not seeing the change on your instance yet.

To give you a transparent update, the rollout has been pushed out by about a couple of weeks from the original schedule, due to some issues we caught. Additionally, Luke is correct on what he heard from support it is a phased rollout, which means, not a flip-the-switch moment for every instance. Rollouts like this are gradual so we can monitor stability and catch issues before they reach everyone. We do expect all instances to have access by mid-August.

In the meantime, so we can fast-track enabling the feature on your spaces sooner, I recommend submitting a support ticket, so we can get you in the first wave. That's the quickest (and private) path to getting it live for you asap.

On the communication side, the feedback here is really valuable, and I'd genuinely love to hear your perspective. We're always balancing two approaches:

1. Share early that a feature is coming so you can plan and prepare
2. Share later when most or all customers already have access

Both have trade-offs, however, what feels like the better experience to you?

Thanks again for the feedback, we do want to improve as best we can to support you.

[Luka Hummel - codefortynine]

Hi @Aditya Mani

I appreciate the update and your open communication in this article.

My criticism of the communication is about the transparency rather than the timing (though later is definitely not the way, especially with "bigger" changes like this).

It's fantastic that Atlassian uses phased rollouts. A small bug that crashes every Jira instance when a flip is switched doesn't benefit anyone. The drawback of this is that Atlassian sometimes refuses to share particular timelines for rollouts, and customers are left wondering if a particular thing should be working or not.

I probably would have waited until September to check if it had been rolled out and, if not, opened a support ticket if it had been made clear from the beginning that it would be a phased rollout with a July to August target (which should be communicated in the app).

However, I'm more proactive when it comes to this kind of stuff because of my negative experiences with silently failing rollouts.

Transparency is always what I prefer. It's okay if dates and estimates need to be changed. "Shit happens."

[Rick Westbrock]

I don't see any reason why you can't share both early and late. The latter allows customers to contact Support if a new feature isn't available in their tenant if everyone is supposed to have it.

I agree that transparency is important, specifically in this case when the rollout was paused it would have been helpful to see an update posted here so that customers are aware that they may not see this migration until a few weeks later than originally anticipated.

[Aditya Mani]

Thank you @Luka Hummel - codefortynine and @Rick Westbrock for your detailed answers. This is helpful feedback for us to do better with future releases.

[Rune Rasmussen]

@Aditya Mani My remarks on Atlassians way of communicating is not specifically for this change, but a general statement.
Though the communication on this specific change has been above average.

There are too many channels to try and track.
The public roadmap.
The app updates page in the admin portal.
The public Jira board - JAC.
The community forums (here).
In-app banners and notifications.
Emails.
LinkedIn/SoMe.
And maybe more...

The channels are inconsistent/incomplete.
No one channel seems to have all published updates.
And not all updates are published on a channel.

The timing and timelines are nebulous at best.
For the things that are announced, often there is a note of when this will begin rolling out from.
But not always.
Knowing that something will begin rolling out from the beginning of July really only tells us for how long we can expect things to remain unchanged. It tells us nothing about when the change may reach us.

"Rolling out in July" or "Rolling out between July and August" gives us a timeframe.

Ideally every change would be in a single repository.
The app updates page in the admin portal filters on that repository with and expected delivery date for our sites.
Blog posts here on the community forums can totally supplement this, but they should be an addition to the source rather than the source itself.

I've said it before, and will keep saying it until something gets done about it.
The fact that Atlassian either can't or won't provide information about when a change will hit an org or a site is making Atlassian look like they haven't really got their things under control.

[Aditya Mani]

Hi everyone 👋

We ran into some unforeseen issues and needed to resolve a set of bugs before releasing to customers. The phased rollout will now begin on August 15, 2026 and roll out incrementally over the subsequent 2–3 weeks.

I have also updated the article body to reflect the new dates as well. If you have specific questions, please drop them below.

[Marianne Lee]

Hi @Aditya Mani , thanks for the updates and we look forward to this rollout too. I have a question regarding the Service API.

Currently the Services API / The Jira Service Management ops REST API is in Experimental mode.  Do you have information on when the experimental phase will conclude, and the API be made GA?

After the rollout is completed, will we be able to delete Service objects like any other asset objects? We are unable to do so now. Here's the document which says we can Create, edit, or delete a service | Jira Service Management Cloud | Atlassian Support.

[Dan Rico]

I still haven't seen this happen in my environment yet.