-
Power agentic incident investigation: New AIOps integrations with Datadog, Sentry, and Splunk
As part of the Service Collection product announcements from Team '26 Europe, we're introducing new, AI-driven integrations for Datadog, Sentry, and Splunk that connect rich telemetry data straight into Jira Service Management, reducing context-switching during triage so responders can coordinate, diagnose, and act with…
-
Research opportunity: What would it take to make your service team 10x??
Hi everyone 👋 Service teams switch between many interfaces every day to resolve a single request: queues, request views, chat and, increasingly, AI. We're exploring how Jira Service Management could bring these together into one experience that helps every team member work at 10x. Before we build anything, we want to learn…
-
Open Beta for Incident Command Center in Jira Service Management
Hi Community! The Incident Command Center (ICC) is now in Open Beta! We’re rolling it out to all Service Collection Premium & Enterprise plan customers throughout October. In 2026 incident response is still too manual and time consuming. Responders spend the most important minutes looking for context instead of fixing the…
-
👀 [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-native…
-
Prevention Center is now in Open Beta & new risk categories for AI Change Risk Assessment
Hi Atlassian Community Preventing change-induced outages just got easier with two major updates in Jira Service Management: Prevention Center, a human-in-the-loop workspace for assessing change risk and planning mitigations, is now in Open Beta, and AI Change Risk Assessment has expanded with new risk categories. By…
-
🚀 How-to: Analyse the Work Items Linked to Your Assets
This guide shows how to build a custom data model and metric in Jira Service Management Analytics, then use them in a dashboard. You’ll learn how to combine work item data with Assets context so your team can understand which applications, services, or owners are most affected by incidents. Example scenario: You want to…
-
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! 👋 I’m Ash Young, a Product Manager on the Jira Service Management team. When someone submits a help request, the first thing they want to…
-
The Quiet Power of MTTR
Why It Matters and How It Relates to The Atlassian Service Collection Ask most IT leaders what they wish they had better visibility into, and chances are you’ll hear four (technically, three) familiar letters: MTTR. And more, of course. But I want to focus on Mean Time to Resolution. In my opinion, it may be the most…
-
Workforce Management for small service teams: what to sort out before you turn it on
Most of the Workforce Management coverage so far is aimed at high-volume contact centres. If you run a five-person service desk, it's easy to assume none of it applies to you. I'd argue the opposite. Small teams get hurt by the same problems — work sitting unassigned, one person quietly absorbing everything, nobody knowing…
-
Services + Assets: One source of truth with two new purpose-built schemas
📢 Update — 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 2–3 weeks. We apologize for the delay and will continue to update…
-
Private Status Pages in Jira Service Management Enterprise are GA!
👋 Hi Community, We've been listening — and we know that not every status update is meant for the world. Sometimes you need to keep your customers, employees, or partners in the loop without publishing to a public page. Today, we're excited to announce Private Status Pages in Jira Service Management Enterprise are GA. 🎉…
-
👀 [EAP] Help us shape JSM Headless: service management where agents already work
We’re 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 tools—without switching tabs. Interested? Sign up for the EAP: Link Hi everyone, Service work often starts in conversations, but JSM still needs to stay the source of truth.…
-
Unifying Assets across the Atlassian Platform
If you attended or watched the keynote from Team EU ‘25, we shared that Assets would become its own Platform App and a core part of Atlassian’s Cloud Platform offering—and now you’ll start to see what that really means in your day-to-day work. With this shift, every piece of work gains more context, and every teammate…
-
Moved: 🚀 Team ’26 Europe: Service Collection Announcements Roundup
This discussion has been moved.
-
Now Available: Bulk Upload for Data Dictionaries in Assets Data Manager!
Hi Atlassian Community! 👋 If you manage asset data and normalization in Assets Data Manager (included in Jira Service Management Premium and Enterprise plans), we have an exciting update that will save you significant time and manual effort! 💡 Why we built this Data dictionaries are essential for normalizing disparate…
-
Changes to transition screen comment behaviour in Jira Service Management
UPDATE 1st July, 2025 We have introduced a toggle in "Product settings" where you can set the default comment behaviour for transition screens. See more info in this update. UPDATE 4th March, 2025 After reviewing your feedback here and on JAC, we have decided to enable a global setting where you will be able to set the…
-
Scheduled imports for Assets are here!
For a long time, customers told us: “Assets is the source of truth… as long as someone remembers to refresh it.” Now, that manual step is on its way out. We’ve started rolling this out to customers, so teams can finally rely on scheduled imports to keep Assets in sync. With this release, you can automate recurring imports…
-
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 — each with its own projects, workflows, custom fields, and years of history. Someone in leadership has said the words ‘let's consolidate,’…
-
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 “catch me up” questions can slow teams down. To help, we’re rolling out a new set of ChatOps enhancements for Jira Service Management Cloud customers using Slack and Microsoft Teams. These…
-
The Blank Page Is Gone
What AI changed before, during, and after my team ever touches a ticket, and what we are still figuring out. By Chris Green, Atlassian Community Champion, CSX Masters For most of my career in support and services, every ticket started the same way. Empty. A client would write in to say they could not log in. That was often…
-
🚀 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 issue—because IT had already detected and resolved the problem. That's the vision behind Proactive Service Management…
-
What's New in Assets Data Manager – September 2026
Hi Atlassian Community! 👋 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-enabled…
-
📣 New Workday connection for streamlining HRSM
Hi Atlassian Community! 👋 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 Service…
-
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 — 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, or…
-
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 “nothing, but here’s a chart of ticket volumes,” then it isn’t reporting. That’s the trap a lot of organisations fall into. They build dashboards full of open counts, SLA…