Request space access, pinned fields, migrated hierarchies, improving search

[#1]

Hey all!

I ran a free public class over on Atlassian Learning on August 24th about moving from Jira DC to Jira Cloud and wanted to share the Q&A.

There's a LOT of Public Classes offered over on Atlassian learning - definitely worth checking them out! (Or letting Atlassian know what else you want to learn!).

Question 1 - Is Jira Service Management similar or same thing as Jira Service Desk?

• Answer: Yes, Jira Service Management (JSM) is the the same as Jira Service Desk. Personally I like the renaming since it makes it more accessible to more groups. "Service Desk" to me basically means "IT Help Desk", where as "service management" feels broader.

Question 2 - Is there a way to request access to a space? Or would you have to contact the Space lead directly?

• Answer: Yes, users can request access directly in Jira Cloud through the interface (e.g., when navigating to a restricted space/project URL, a "Request Access" option appears, which routes a notification to the Space admin/lead).

• Space Admins can also add people directly though.

Question 3 - Do pinned fields persist?

• Answer: Yes, Jira will remember the pinned fields you select.

Question 4 - Can you provide more training on Big Gantt?

• Answer: BigGantt is a third-party Atlassian Marketplace app developed by SoftwarePlant/Appfire that provides advanced Gantt chart roadmapping. Appfire has more info here - https://appfire.atlassian.net/wiki/spaces/BIGGANTT/overview.

Question 5 - Hierarchical spaces - in Data Center we have Stories in Epics in Capabilities in Initiatives - will that structure migrate?

• Answer: Yes, the issue hierarchy configured in Data Center (such as Stories > Epics > Capabilities > Initiatives) can be migrated into Cloud. Groups I've worked with have just "lifted and shifted", but this is an opportunity to change it!

• Spaces themselves, however, do not have a hierarchy (e.g. there is no "child space" or "parent space").

Question 6 - Could you create an automation that adds a user as a participant for say a license request?

• Answer: Yes, Jira Service Management automations allow you to use the "Edit Issue" or "Manage Request Participants" action to automatically add designated users or managers to a ticket based on specific request types, such as a license request.

Question 7 - Can Rovo search other integrated Atlassian apps as well for a particular field (meaning the search isn't restricted to a space or it will pull info from related Confluence pages / Jira Assets in other spaces that match the search term)?

• Answer: Yes, Atlassian Rovo searches across connected Atlassian products (including Jira, Confluence, and Jira Service Management Assets) as well as integrated third-party tools, respecting user permissions across spaces and instances. You don't need to know the specific name of the field or system its in.

Question 8 - Is there anything in particular we can do with our work items and pages to make them more search friendly or accessible?

• Answer: Standard practices to optimize Rovo and global search include using descriptive titles, adding explicit labels, utilizing structured fields/headers, linking related pages/issues directly, and ensuring permissions are properly configured so content is indexed for the intended audiences.

• Personally I notice a lot of people complaining search/Rovo doesn't find something... only to realize that underlying info isn't setup well!