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View SLA in Portal: Give Customers Clearer Service Expectations
Coming soon: Jira Service Management is introducing customer-facing SLA visibility directly in the help center portal. Announcing SLA Visibility in the Customer Portal Hi JSM Admins! š Iām Ash Young, a Product Manager on the Jira Service Management team. When someone submits a help request, the first thing they want toā¦
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What's new in Playbooks and Automation - May 2026
May was a big month for Playbooks and Automation in Jira Service Management. We're shipping five updates ā from AI that writes your Playbooks for you, to richer step content with images and files, to a cleaner Actions Menu that just makes sense. Whether you're running incident response, managing service requests, orā¦
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š£ New Workday connection for streamlining HRSM
Hi Atlassian Community! š A few weeks ago, we posted about the new 3P integrations in Automation for Jira, and today I wanted to spotlight the Workday integration (actions and a trigger). These new components are designed to streamline your HRSM business processes by connecting your Workday data directly into Jira Serviceā¦
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Services + Assets: One source of truth with two new purpose-built schemas
š¢ Update ā July 31, 2026 The rollout dates mentioned in this article for existing customers have changed. Due to some unforeseen issues and bug resolutions, the phased rollout will now begin on August 15, 2026 and proceed incrementally over the following 2ā3 weeks. We apologize for the delay and will continue to updateā¦
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Do your reports drive decisions, or just describe motion?
Most service management reporting looks impressive right up until someone asks a simple question: So what should we do differently? If the answer is ānothing, but hereās a chart of ticket volumes,ā then it isnāt reporting. Thatās the trap a lot of organisations fall into. They build dashboards full of open counts, SLAā¦
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š [EAP] Sign-up for the new Jira Service Management (JSM) AI Control Center
Hi All, We're excited to open up an Early Access Program (EAP) for the new AI Control Center in Jira Service Management. If your team is turning on AI across JSM and needs a single place to see it, control it, and prove its value, this one's for you. What is the JSM AI Control Center? The AI Control Center is a JSM-nativeā¦
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What's New in Assets Data Manager ā September 2026
Hi Atlassian Community! š We're excited to share what's new in Assets Data Manager for September 2026. This release brings a significant set of improvements to the new admin journey, and a new wave of capability additions covering Lansweeper, bulk operations, saved search, default attribute mapping, and a new cloud-enabledā¦
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AI Risk Assessment is now generally available in Jira Service Management!
Hello Atlassian Community š Weāre excited to share that AI risk assessmentĀ is now generally available for Service Collection Premium and Enterprise customers! This new capability brings AI-driven risk scoring directly into your change issues, so approvers can quickly understand how risky a change is before it goes live andā¦
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Cloud-to-Cloud Fetch and Scheduling Are Here for Assets Data Manager
Hi everyone! š We're thrilled to announce two major updates to Assets Data Manager that many of you have been asking for: Cloud-to-Cloud (C2C) Fetch for five popular adapters and automated scheduling for C2C-enabled data sources. These updates mean less infrastructure to manage, fewer steps, and fresher asset data ā allā¦
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š Join the Early Access Program: Proactive Service Management for Jira Service Management
What if you could resolve IT issues before employees even noticed them? Imagine an employee starting their day without ever experiencing a slow laptop, an application crash, low disk space, or a network issueābecause IT had already detected and resolved the problem. That's the vision behind Proactive Service Managementā¦
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Tell me how you onboard business teams to use Jira Service Management
Hi community! Are you using a service project in Jira Service Management to manage incoming requests for a business team (like human resources, marketing, analytics, legal, facilities, etc.)? If so, Iād love to learn more about how you onboarded these teams and helped them build confidence to use their service project.ā¦
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š [EAP] Help us shape JSM Headless: service management where agents already work
Weāre looking for feedback on JSM Headless: a new way for agents to work on Jira Service Management requests from Slack, Teams, Rovo, Claude and other toolsāwithout switching tabs. Interested? Sign up for the EAP:Ā Link Hi everyone, Service work often starts in conversations, but JSM still needs to stay the source of truth.ā¦
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[š£New] Introducing the new Customisable JSM Space Summary Page
Hey Community š, 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 attentionā¦
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New ChatOps automations for faster incident response
Incidents move fast, and your chat tools are often where the action happens. But noisy channels, manual responder wrangling, and ācatch me upā questions can slow teams down. To help, weāre rolling out a new set of ChatOps enhancements for Jira Service Management Cloud customers using Slack and Microsoft Teams. Theseā¦
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Webinar - IT Asset Management at Scale: Panel with Osttra and Flexera
As organizations grow and digital ecosystems become increasingly complex, efficient IT asset management isnāt just beneficialāitās business-critical. Join us on August 27th for an exclusive panel webinar, IT Asset Management at Scale,Ā featuring experts from aĀ Customer at aĀ global investment firm Osttra, Flexera, andā¦
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š Improved Escalation Policies for JSM Onācall teams
Hi Atlassian Community!Ā š If you use Jira Service Management for on-call and escalation policies, weāve got a quick update to share. This change improves how escalation policies determine whoās next or previous on-call responder when schedule overrides and forwarding rules are in play. This has been a longāstanding ask onā¦
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Workforce Management in JSM is Now Generally Available!
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-partyā¦
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How to Merge Jira Instances After a Merger or Reorganization
If your organization just went through a merger, acquisition, or internal reorganization, there's a good chance you're now staring at two, three, or even five separate Jira instances ā each with its own projects, workflows, custom fields, and years of history. Someone in leadership has said the words ālet's consolidate,āā¦
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š Your help center navigation is now customizable!
Hello Atlassian Community! Iām excited to share an important update about the next step in our journey to unlock more customization capabilities in the JSM Help Center. We have separated the Help Center navigation from the banner, paving the way for new and exciting features. This means you can now independently customizeā¦
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New Microsoft Teams ChatOps capabilities to manage incidents directly in Jira Service Management
When an incident is in full swing, every second counts. Your team is already in Microsoft Teams ā so why should they have to switch to a browser to take action on an incident?We're excited to announce new Microsoft Teams ChatOps capabilities for Jira Service Management Cloud customers. We are delivering the ability toā¦
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š Your Knowledge Base Is the Engine Behind Your AI (JSM Feature Roundup)
Hi, Atlassian Community! š If you've ever wondered why your AI features aren't quite hitting the mark or why draft replies miss the mark, the answer is almost always the same: it's not the AI. It's the knowledge behind it. Your knowledge base is the engine that powers everything. Self-service suggestions, virtual agentā¦
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Workforce Management in JSM: New Features Rolling Out Now!
Since launching Workforce Management (WFM) in Jira Service Management, we have been heads-down building on your feedback. We are excited to share the next wave of features that are now starting to roll out! *You can also Sign up hereĀ to test Skills-based and automated Team-based Routing. Coverage Gaps When someone becomesā¦
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Your Service Catalogue is Lying to You!
šļø Request Lists Arenāt Service Catalogues If your IT service catalogue canāt tell you what services you offer, who owns them, and how they deliver value, itās not a service catalogue. In many organisations, the āservice catalogueā is really just a list of things people can ask for. Too often, what shows up is: āRequest aā¦
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Interview With an Expert: How Chris Rainey Found His Place in the Atlassian Community
From an uncertain first-timer at the certification booth to a Champion who now helps others find their place. āI leaned into the discomfort.ā ā Chris Rainey Chris Raineyās first Atlassian conference almost didnāt include Chris Rainey. He walked into Team in Vegas in 2024 as a customer, representing his employer, knowing noā¦
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Explore the apps for service learning course
Hi Community! š Welcome to your final challenge of Shatter the Service Quo: Break Stuff, Earn Badges! You've shared how you've broken legacy processes and spotlighted what needed to go ā now it's time to level up your toolkit. ā The challenge Complete the Explore Apps for Service learning course. In just 35 minutes, you'llā¦