October 16, 2025: changes to come

[Vital_Semos]

Hello Support. We have JIRA and Service management. Some projects use SR, Inc, Problem and changes. will the upcoming change of October 16 2025 change anything? Will the end user be able to open a change ticket?

Thanks, Vital.

[Susan Waldrip · Accepted solution]

Hi @Vital_Semos , welcome to the Community!

If you are using the Incident Management (IM) work category, you may be affected depending on how you're using it since much of IM is being moved to Premium plan. The Problem Management and Change Management work categories are being removed from Standard, so you will need to move all those request types to another work category such as Service Requests. That said, if you are using the work types associated with those three features, you don't need to change those to a different work type (I verified that with Atlassian Support). 

This article will provide you with a great breakdown of what exactly is changing and being removed: https://support.atlassian.com/jira-service-management-cloud/docs/updating-your-incident-problem-and-change-management-capabilities/

If you found this answer helpful, please click the Accept Answer button so others know it's accurate and helpful, thanks! 

[Susan Waldrip]

By the way, @Vital_Semos , you posted your question in the Atlassian Community, which is all volunteers but generally very knowledgeable and willing to help. If you need to contact Atlassian support for some reason, you can reach them at support.atlassian.com. ☺️

[Vital_Semos]

Hello @Susan Waldrip . Thanks a lot for the answer. One further question: could you please clarify your statement: " That said, if you are using the work types associated with those three features, you don't need to change those to a different work type (I verified that with Atlassian Support). "

Thanks, Vital.

[Susan Waldrip]

Sure @Vital_Semos . For example, you won't have the Change Management work category anymore, but you can still use the Change work type (and same for Incident, Problem, and Post-incident):

I strongly recommend you run the filter suggested in the article -- "ticket category" IN (Changes, Problems) ORDER BY created DESC -- to help you identify what will be affected. Good luck!

[Vital_Semos]

Thanks a lot @Susan Waldrip Your answers helped me a lot. I did run the filter you recommended and I found the projects affected. Thanks a lot.

[Susan Waldrip]

Fantastic! Glad it worked.