Workforce Management in JSM is Now Generally Available!

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We're thrilled to announce that Workforce Management (WFM) in Jira Service Management is officially live.

This has been a long time coming. Workforce Management brings native schedule management, real-time availability tracking, and intelligent ticket routing together - right inside Jira Service Management, no third-party tools required.

If you've ever managed a support team using spreadsheets, manual admin groups, or a patchwork of automation rules just to get the right ticket to the right agent. This is built for you.

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What is Workforce Management?

Workforce Management gives service team managers the tools to plan, staff, and route; all natively in Jira Service Management. Here's what's live today:

Schedules

Build and manage your team's work schedules directly in Jira Service Management. Set shifts, handle timezones, and bulk import via CSV so you're not starting from scratch.

Availability

Agents can set their real-time availability status; managers get a live view of who's available. No more guessing who's actually available to pick up a request.

Capacity Utilization

See your team's ticket load in real time. Spot overloaded agents, identify agents who can take more work, and directly navigate to assigned work.

Automatic Routing

Workforce Management powered routing automatically factors in agent availability, capacity, and schedulse when assigning tickets. The right ticket always finds the right agent at the right time.

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What EAP customers are saying

We ran a closed Early Access Program with customers across a range of industries before GA, and the signal was strong:

• "We were managing schedules in spreadsheets and running automations just to handle routing. WFM replaced all of that."

• "Availability tracking alone changed how our managers start their day."

• "Getting set up was fast. We had our first schedule running within the hour."

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How to get started

WFM is available today on JSM Premium and Enterprise plans.

1. Go to your JSM project settings

2. Navigate to Workforce Management

3. Enable WFM and connect your team

4. Build your first schedule. It takes less than 10 minutes.

You can read more about WFM and Routing here.

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What's coming next

Here's what we're building next:

• Coverage Gap Detection & Reassignment. Automatically flag uncovered shifts and suggest replacements.

• Skills-based Routing. Route tickets to agents based on skills, not just availability and schedules.

• Reporting & Analytics. Utilisation, coverage, and capacity dashboards built natively into Jira Service Management.

• Skills Catalog. Define and manage agent skills, map them to services and segments.

• Configurable Routing. Choose your routing algorithm, triggers, and combination rules.

• Leave Management. Agent leave requests, manager approvals, and automatic capacity impact.

…. and much more!!

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Want early access to what's next?

We're opening a new EAP cohort for our next wave of features, including Skills-based Routing, Reporting, Skills Catalog, and Configurable Routing.

If you want to shape the product before it ships, we want to hear from you.

➡️ Sign up here !!!

We'll prioritise customers who:

• Are already using WFM (or keen to start)

• Have a real scheduling or routing challenge to solve

• Can commit to 1–2 feedback sessions per month

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We can't wait to see how you use it. Drop your questions, use cases, or feedback in the comments.

— Anshumaan & the JSM WFM team

[Rune Rasmussen]

A very interesting new feature.

It does also further increase the importance of proper controls over who can and cannot create Teams, who can administrate individual Teams, and the need for custom Teams-picker fields that can be scoped.

I'm trying this out in our Sandbox with a team that has 2 users.
When creating a schedule I can only select 1 of those users. What could cause this?

Where can I see/manage the Teams that have already been added to the Workforce Scope?

Schedules must have an end date.
Is it intended/possible to have Schedules without and end date? Could be useful for for Services supported 24/7 by different people in a day shift/night shift kind of situation.

Is this intended to work in tandem/cohort with the existing Operations features in JSM? It seems like it would fit in very well with those existing scheduling/escalation features.

[Adam Kassoff]

This feature has so much potential but it is currently being gatekept by needing Space Admin permissions.

[Wojciech Polkowski]

We are definitely going to try this. Thanks!