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Hi! I'm Liron , product manager on Jira Service Management

Liron

Hi! I'm Liron, product manager on Jira Service Management. Wanted to introduce myself and see what this group is about, and whether I could be of any help here!

Let me know!

Cheers

Liron

Comments

Rudy Holtkamp

Hi @Liron ,

Welcome! I do have a few questions for a JSM PM, I hope you can help-out:

Will Insight Cloud get the same capabilities as Insight on DC? Currently we see a huge gap between them.
When will Insight be included in the JSM Cloud offering?
We see a lot of need towards JSM reporting to customers, are there any plans to offer organizational reports/metrics in the portal? E.g. how well did we do on the SLA's.
Opsgenie integration/administration/configuration is to keep it mild a bit messy, can we expect a smoother/easier experience in the (near) future.

Maybe you can shed some light.

Cheers,

Rudy

Jimmy Seddon

Welcome @Liron!

I'm sure there will be a ton of JSM questions for you!

Thanks for jumping in and helping out.

-Jimmy

Girish_Shenoy

Hi @Liron

Wish to see Catalog view in JSM something similar to SNOW

Soumyadeep Mandal - SaM

Hi @Liron ,

Welcome!

It's really great to have you here!

It will definitely gonna help many users as you are here to help everyone.

Regards,

Soumyadeep

Alexander Bondarev_x6gjf3

Hi, @Liron !

Welcome, cool that you joined!

I will gladly study the questions that you will be asked 😊

John Funk

Hello and Welcome, Liron!!

Thanks for being available and reaching out. :-)

John Funk

I have the same questions as Rudy does.

And, also, would love to see the Approvals by Email request get implemented ASAP.

https://jira.atlassian.com/browse/JSDCLOUD-4349

Jack Brickey

Hi Liron, welcome. We have spoken before on some of the open JAC issues. IMO, and I realize this is a big ask, but the ideal way to help would be to attack JAC for JSM.

close old issues that simply will not be done w/ a simply reason. I realize there will be some blowback but I would rather that then have them languish
update all of the issues that will definitely be considered:
- assign to someone
- update the priority
- add comment
update the ones that may be consider one day but not currently planned

Focusing on the highest votes would be a great place to start.

Taranjeet Singh

Welcome @Liron ! It will be a great help for JSM users now that you are here!

John Funk

Yes, this!!!

Kai Becker

Hi @Liron ,

good to have you here. There might be a lot of questions popping up.

I currently do have one from our customers: Will Insight for DC still be usable in JSW Projects and/or for JSW users? We have a lot of use cases where customers integrated it.

Kind regards,
Kai

Liron

Thanks Taranjeet!

Liron

Hi Rudy!

Insight cloud is definitely planning on catching up with the DC version.
Insight is going to be included in JSM cloud offering really soon, expect a message coming soon!
Reporting is a known area we want to expand in. Specifically for portal reporting as well. Would love to get more input here from customers/community as well. Are you willing to chat to us further about this at some stage?
Yep. As you know JSM includes Opsgenie out of the box and we are working to including it more and more in the experience as well. We will be looking at configurations as well. What in particular is messy do you think?

Hope this helps!

Liron

Thanks Jimmy! Good to be here. Would love to meet you all at some stage too!

Cheers

Liron

Hi Girish ,

Could you provide more specific feedback here please? Would love to learn more. We also have a product manager on our team looking into this specifically that may want to schedule a call with you for feedback, if youre happy to?

Liron

Thanks Soumyadeep!

Great to be here and get to know you all.

Liron

Hi Alexander!

Thanks for being a community leader!

I hope to be of help around here more and more as time goes by!

Cheers

Liron

Hi John!

I Think we've met. I've answered Rudy's questions above, hope it helps?

I'm checking about this ticket for you, will have an answer soon.

All the best!

Liron

Hi again Jack,

Thanks so much for your message. Our product team have actually been doing a lot of this lately (theres heaps more to be done though of course).

Totally agree on being open and honest about things that will never be done. I recently closed one of those tickets and got the backlash. But I agree - its better people knowing our real plans than just hoping for something that doesnt happen. So whilst it was hard to do and read responses , I'm glad I did it.

We've tried to triage quite a lot of JAC tickets recently, not sure if you noticed, but we're treating the status quite seriously. If something is truly in our 6-12 months roadmap then its under consideration or in progress. If its not - it goes into future consideration or just closed as mentioned above.

We have a long way to go because there are so many JAC tickets!!

If you have specific ones you want answers on, can you ping them to me here?

Thanks! And I love your passion on this. I'm with you!

Liron

Hi Kai,

Yes, if JSW and JSM DC are on the same instance, all JSW users can use Insight (as if they are all licensed).

Hope this helps!

Liron

Just checked John - this feature is currently in development! Great news!

Would you or anyone in your team be happy to jump on a call with us about this? We have some questions regarding authentication.

Thanks!

Liron

Jack Brickey

Thanks for responding Liron. Yes indeed I have noticed and it is appreciated for sure. I will dig into my notes and get back to you here.

Girish_Shenoy

Hi @Liron

ServiceNow allows users to navigate using service catalog with multilevel hierarchy.

e.g. When Customer clicks on Report an Incident he/she will see group of services.

e.g. VPN, Network

Now if user clicks on Network. User will further see different cards like

Unable to browse internet, Unable to browse intranet etc.

JSM does not have this feature today. I am ok to get into a call and explain this feature.

Rudy Holtkamp

That would be greatly appreciated, because we do miss some features.
Great!
Of course I'm willing to chat about this. My 'Zoom' is always open.
To be honest I only configured it twice. But onboarding is not logical and also how alerts are routed. How you can set your phone number if you did not do it the first time is hard to find. So in general it is not real intuitive.

Thanks for your reply!

Rudy

Liron

Thanks again Rudy. This is useful feedback. When we get to looking at configuration of JSM / Opsgenie of these areas, I'll be sure to reach out! thanks!

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