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CLOSED: JSM June ask me anything (AMA)

Emily Dang

UPDATE: It’s a wrap for our Jira Service Management Ask Me Anything. Thank you so much to everyone for taking part and sharing your questions and feedback. Be sure to watch the Jira Service Management roadmap to get updates on new features. Lastly, please keep the questions and conversations going via Atlassian's Jira Service Management Community page. We look forward to continuing these conversations with all of you.

Cheers,
Emily, Jason, Liron, Vincent, and the whole JSM team

Hello Community members!

We’re wrapping up the end of JSM June with an Ask Me Anything (AMA) with the Jira Service Management product team. This is your chance to ask all your ITSM questions to our panel of experts. The hosts of this AMA will include our team of product experts, Liron Deutsch, Vincent Wong and Jason D Cruz.

As part of JSM June, participants in our AMA will also earn the JSM June Badge!

Here's how it works:

Add your questions below any time before or during the AMA. Be sure to take a look at other community members' questions and up-vote those that you find interesting.

At 8 am PST on Jun 29, 2021 you can expect to see answers from me and my team rolling in. Watch the page and be ready to add follow-up questions and discuss further with other Community members. We'll wrap the event up at 8am PST on Jun 30, 2021, but will be sure to answer any questions we didn't get to.

Comments

John Funk

Hi Atlassians!! Thank you so much for providing this opportunity to us! We have a couple of questions related to Insights.

First question - How do we properly map fields for a CSV import to make sure we properly populate our informaton?

Second question - How do we make use of custom fields that have been created in Jira and have lists of values inside of Insights? In other words, can we "share" or use the custom fields already created in Jira without having to duplicate those fields in Insights?

Kristján Geir Mathiesen

Thanks for this excellent opportunity.

When will we be able to hide, with a toggle of a switch, JSM projects from the portal?
(i.e. not via permissions)

Thanks.

Patricia Francezi_iDev_

Hi team!

Do you have any plans to have "team assignment" instead of person assign?
Do you have any plans to have "team queues" with permissions related to permit or not the view of this queue for different teams?
And any plans to have escalation based in teams and SLO mapped, monitored and with possible reporting?
Any plans to refresh the out-of-box reports for ITSM related to Service Categories?

The first 3 are the main request from customer coming from tradicional ITSM tools.

LarryBrock

Thank you JSM team for this opportunity!

1. Will we see a tighter integration between what were Opsgenie parts and Jira Service Desk parts in the near future? (I frequently see a site switch and an extra authentication cycle.)

2. What is on the roadmap for Insight as part of JSM? When will we see a better connectivity to Insight Discovery?

Mikael Sandberg

Thank you JSM team for doing this!

To follow up on @LarryBrock question, when do you anticipate to release the REST API for the new Insight?

And when do yo expect to have the migration path in place to get objects in the old Insight over to the new one?

Dave LIAO

What are the JSM team's plans to align with the JWM team?

Conversely, what are the team's plans to further differentiate JSM from JWM?

JSM and JWM share some overlapping functionality (e.g. JWM's Forms feature feels like an upgraded issue collector with a JSM-like Request form editor) so anything that can be done to make JSM and JWM even more unique will make it easier for Jira admins to recommend solutions to users. 🙏

Dave LIAO

@Patricia Francezi_iDev_ - to add to Patricia's response, I'm also asked those questions.

It would be great if JSM supported the concept of Teams in Atlassian cloud. Is that in the works, or is that supported and I had no idea? 😅

Marko Krczal

A better integraton with iInsight would be really fine, for example:

If you have a custom field from Insight the values are not sorted and only 10 values are displayed. Our Customers often asking for missing values.
Also using IQL to configure the Insight referenced custom field

Dirk Ronsmans

@Mikael Sandberg , I believe the REST API was released some time ago

https://community.atlassian.com/t5/Jira-Service-Management-articles/The-new-Insight-API-amp-help-us-decide-future-integrations/ba-p/1702327

https://developer.atlassian.com/cloud/insight/intro/introduction-and-basics/

Dirk Ronsmans

A lot of good questions here that I'm upvoting!

I myself am wondering if there are any plans to integrated Business Process design in to JSM. A pet peave of myself for a long time is finding a way to design a BPM/BPMN like model within JSM and triggering it as a specific Service offering/Service Request.
Think, dynamic Service Requests

Something like:

Also, what are the plans with the ThinkTilt acquisition on integrating ProForma in to the JSM portal?
Are there any plans to allow an Agent to create a request by selecting it in their regular view but with the form from the Request type? (right now you can select the Request type but the form remains the one linked to the issue type). Would make it easier for Agents that work with calls/walk-ins to have a more guided approach

Other than that you guys are actually delivering on most of my long awaited enhancements. Still over the moon with the Change Calendar.

Mikael Sandberg

Perfect, thanks @Dirk Ronsmans , I must have missed that announcement.

Dave LIAO

Yaaaaas, totally forgot about ProForma! Thanks for asking this Dirk!

Ulrich Kuhnhardt _IzymesCo_

Would it be possible to move the event to lunchtime PST? We're in AU and there's no comparable event in our timezone. Thanks for considering, best Ulrich

Emily Dang

Hi @Ulrich Kuhnhardt _IzymesCo_ We made this event a virtual 24 hour AMA to accommodate all timezones. smile Feel free to add your questions before or on June 29th and our team will answer them by June 30th. Let me know if you have any questions!

Susan Hauth _Toronto ACE Leader_

Hi,

What plans are there to make better use of Confluence in conjunction with JSD. Currently competitor products like Zendesk, ServiceCloud integrate a KB with the ability to search articles. Instead of just popping up little articles have a full blown experience. Instead of the very restricted ability as a "unlicensed user" in the associated Space is there plans to expand to fully leverage Confluence (including search!!). In many organizations it's not possible to open up the Confluence space to anonymous YET the same features would be/should be available to the unlicensed users of JSD.

Thanks...Susan

Susan Hauth _Toronto ACE Leader_

Hi,

What are the plans to allow hiding of request types by Group or Organization (ideally both) within a Service Desk.

Susan

Nick Savage_ct023v

Hello,

If I hide an internal IT Helpdesk project from the Help Center (currently used for an external-facing portal), is it possible to make the hidden project available to only employees to access/submit/update tickets to? I found this How to hide a project from Help Center but it doesn't go any further...

Dirk Ronsmans

@Nick Savage projects are only visible to the customers you add on that project (and the agents who handle the tickets) so normally if you define your customers either with the internal employees or external customers the projects should only show for who you add

Nick Savage_ct023v

@Dirk Ronsmans Thank you. It would seem I'm missing something.

To clarify: By default all customers can view? I have to explicitly deny external customers from viewing? Would you please point me to where I explicitly deny external customers.

Project settings > Customer permissions shows the following screenshot-powerchord.atlassian.net-2021.06.24-14_19_43.png

No customers are listed as added customer permissions.png

This is the existing Help Center with customer service portal before adding my IT helpdesk project/portal before create project.png

This is it after without hiding IT helpdesk portal/project afer adding project.png

Dirk Ronsmans

@Nick Savage ,

As who are you looking at that portal? As your own account (who has JSD application access? going by the NS in the top right corner I'm guessing so)

Your settings say "only customers who are added to the project can view" and your customer list is empty so a regular customer who can log on to your portal will not see the project.

You, as an agent however, will see all the projects on the portal that you have "browser project" permissions for.

You really need to distinguish between a customer and an agent and when a person logs on you need to verify if that person has agent access/browse project permissions.

Imho, as it looks right now, only users with browse project permissions will be able to see this helpdesk on the portal (so that means licenced agents) and you have no customers defined so nobody without a license will be able to see it on the portal.

This might take a bit far tho if it's not clear yet so not sure if we should split this from the AMA thread

Walter Buggenhout

Hi guys,

I was wondering if there's any news about the roadmap linked to the acquisition of ThinkTilt / ProForma. Are there any plans as to how this product will become integrated?

Walter Buggenhout

Another question I have is related to the complexity to configure screens. With the introduction of JSM, we now see:

ITSM categories Incident, Change, Problem
Issue types associated with these categories
Request types associated with these issue types

To properly setup all the forms for those, you have to:

Define screens
Define screen schemes
Define issue type screen schemes
Define the issue layout for your project
Define the request forms

Are there any initiatives going on to reduce the overhead related to managing all that and streamline the process a bit more?

Erik Vanderstraeten

Thanks Larry. Also interested in this!
1. We need Incoming Call routing from Opsgenie. Will this come to JSM version?

2. We just started setting up our CMDB in Insight. Looking forward to full feature set.

Pushpkant Garg_vwb4fk

I have been providing consulting services to many companies for quite a long time. I have been asked these questions many times.

Currently, JSM's catalogue management is not good compared to other ITSM tools available in market. When Atlassian will improve catalogue management within JSM?
When Atlassian will introduce dynamic fields in JSM which other ITSM tool offers OOB?

Ajay _view26_

Hello JSM team,

Thanks for the opportunity to get answers during JSM June!

1. Do you plan to support security on Request Types? I mean to restrict Ticket creation for certain request types?

As @Patricia Francezi_iDev_ pointed out it would also be good to have plans for "team assignment" along with agent assignment for requests in Queue

2. Also do you plan to support contextual information like getting a list of prior Request tickets created by the Requester so that it would be easy for the Agent ?

Dirk Ronsmans

Another one I was thinking of is:

What's the idea behind Ticket Categories? Based on the Ticket categories you get a few default Queues but it seems then that only the items from the Portal are automatically triaged in those categories.

When you manually create an issue you seem unable to choose the ticket category.

Due to this we're having to look at multiple queue's to find all the issues (both portal/walk-in/phone sources)

will this concept become more streamlined? Or what's the bigger idea behind those ticket categories?

Jimmy Seddon

Hi Atlassian Team!

Thank you for taking the time to respond to these questions! Looking at the list I'm very interested to hear about a number of these.

One additional question I would add:

We have an internal development support team that handles escalations from our customer support team. They provide that level of interference so that our sprint team don't see as many interruptions.

We recently moved them to JSM, and for the most part things are going very well. What we would like to do is to make use of Organizations to be able to group our customer support members by product they support so that we can add all members of an organization to a request in case someone is unavailable another member can view the request from the portal.

However, the interface for adding customers to organizations appears a little clunky. I would love to be able to add users and groups based on existing Jira users, instead I'm going to be resorting to using the REST API.

Do you see any plans to make it easier to add users that are already listed in the "Customers" list to organizations?

Thank you for your time!

jakorten

I'm using Jira for my PhD project. I would like to put my papers/products till 2026 in the road map. Is there a trick to achieve this? Now it seems the road map only supports an overview till 2023.

Dave LIAO

Why can I only upvote this once?

Patricia Francezi_iDev_

One more question - when Copy Issue Layout feature will be available for JSM?

Its rolling out for Jira Software, where, im my opinion is usefull, but not as important for admins as in JSM.

Considering the new ITSM template, its category and the need of creating Customer Request types to all of Categories to be in queues, creating CRTs are really high effort demand to have a common layout, using the new issue view....

Help us!

Joshua Mathews_bjcaoh

I was wondering how the experts would tackle the problem of too many HOT projects/service requests.

The team: Small team, works our own projects, supports other tech teams (software), handles tickets for infra stuff (jsm). High-level project details managed outside Atlassian while low-level tasks to complete the project are in software & jsm.

The pain point: The boss has a new high-priority request and we all know the routine, "what work do you want me to postpone?". I'm having trouble visually managing project tasks/timelines to push other stuff back for the new priorities.

My thoughts: I can get the work out of software so it's all in JSM (in progress). The first thing that came to mind was Visual Task Boards (from a previous vendor, though). I've thought about saying "we can only 2 P1 and 4 P2 at any given time". Curious about using JWM for projects (concerned about having multiple views to capture work from both locations).

What are your suggestions?

Joshua Mathews_bjcaoh

I'm pretty interested in JWM, and especially the 'alignment' part of this question!

I could see JWM being helpful for projects but my team also still needs to work in JSM (and I would like unified work visibility and metrics); spreading work across both sounds tricky for the fulfiller.

Lavanya_i6wtt8

Hi team!! Thank you so much for providing this opportunity!

I have a couple of questions:

1. In JSM, it is told that collaborators (engineers/people from software team, who have access to Jira Software) can be assigned to tickets raised by agents. But how do we add collaborators to JSM ? We have only 3 roles under JSM, Admin, Customer and Service desk team, If we add collaborators under "Service Desk Team", Will the Atlassian charge us for collaborators , as they are assigned the same role (Service Desk Team) as Agents ??

2. Our company mail is under gmail, but with company's domain name ( xxx@company-name.com), so now under Email requests, "Connect a custom email account", if I plugin my company's mail id under gmail, it is not working. When I chose, "Other", it asks for Mail server, Protocol and Port.. Can I get help with these inputs..??

Thank you so much in advance.

Dave LIAO

@Lavanya - if you haven't yet, I'd definitely also ask these questions to the larger Community. Use the "Ask the community" link in the header, then choose "Jira Service Management". Good luck!

Dirk Ronsmans

Hi @Lavanya ,

I can’t speak towards your email problem, like @Dave LIAO mentiones maybe that’s better for a separate question towards tte broader community.

As far as the collaborators goes. You can find more information here https://confluence.atlassian.com/servicemanagement/collaborator-660967501.html

a collaborator isn’t a real role. If you give a user with a JSW license permission on the JSM project they will get limited rights without a JSM license.
They cannot use JSM specific functionality (SLA, queues,..) or be assignee on an issue but they can add comments, be mentioned among a few.

David Meredith_lho1hy

This would help so much when setting up new projects so that they are not visible to end users until it's configured and ready.

Lavanya_i6wtt8

Just want to share my experience:

I added the Collaborator to the role "Service Desk Team", but after adding, the collaborator can use all features that of an agent, I mean collaborator can be assigned to a task, can access Queues, reports and so on which should not be the case as per Atlassian support.

In Atlassian support it is stated that:

"Collaborators don't have access to the service desk interface (e.g. queues, reports and SLAs) and service desk projects appear as JIRA projects to them. They cannot work on issues, for example, logging work or transitioning issues."

(https://confluence.atlassian.com/servicemanagement/collaborator-660967501.html)

I think, adding Collaborators doesn't work if we have free JSW.

BTW we have standard version of Jira Service Management and free version of Jira Software.

Thank you !!

David Meredith_lho1hy

Hi there,

This isn't JSM specific, but is there anything on the roadmap for promoting changes from the Sandbox to live?

Currently development takes place in the Sandbox but there is no good way to transport these automatically into production and there is manual effort to re-configure in production. This can mean that activities are missed or mistakes can be made.

There is a huge focus from Atlassian on customers being able to easily apply changes to their own products via git and other products... But then applying changes to Jira is to manually input changes into production.

Other ITSMs can do this via update sets.

Many thanks,
Dave

KAGITHALA BABU ANVESH_z1zl10

Hello Team,

I'm New to JSD / JSM and JWM.

Where can I explore these topics and tutorials from Atlassian.

Thanks,

Anvesh

David Meredith_lho1hy

Yes proforma updates please

David Meredith_lho1hy

Can I expand on your first point?
Better permissioning around who can create different request types would be fantastic. For example only a person in the Marketting team can request a request type like 'Update the website'. It isn't something that should be available to everyone.

Even more amazing would be integration with Active Directory. So a user is given access to applications based on AD Groups, so you could personalise the user experience. So Jira would know what applications a user has access to and then offer request types that are actually relevant to that user.

Kristján Geir Mathiesen

Totally agree @David Meredith This option will also increase the use cases for JSM. Not all JSM projects need/should be visible in the Portal after go-live.

Cara Fangman

Thanks for doing this team! Do you plan on adding auto assign functionality (based on agent's schedules) to auto assign incoming tickets? We find we must make automations on automations to accomplish this currently.

J_Acosta

I share the opinion of Patricia Francezi and I add a complement;

Do you have any plans to have "team assignment" instead of person assign?
Do you have any plans to have "team queues" with permissions related to permit or not the view of this queue for different teams?
And any plans to have escalation based in teams and SLO mapped, monitored and with possible reporting?
Any plans to refresh the out-of-box reports for ITSM related to Service Categories?
Do you have plans to implement security in the "Custom Fields"

Matthew Tutcher

Hi Emily & team,

I'm interested in knowing some more about certification:

How well received have the Jira certifications been thus far?
Any new certs on the roadmap?
Any discounts for the wider Jira community? (Cheeky ask!)

Thanks, keep up the solid development!

Dylan Keyer

Hello,

Is there any plan to increase the max limit on the number of fields that a single JSM Project can have? We have recently hit the limit in one of our mature Projects and it is a major nuisance to have to stand up additional Projects and break-out Request Types due to this limit.

Thanks!

Nour_k9ndma

Hello and thank you for this open session for questions,

In fact I have question about the security and the vulnerability of Jira confluence as software. Did you fixed the security problems raised recently?

As a customer I am worry about the use of the sensitive information to be stolen or to be used in wrong way by hackers.

I have read some articles about that that's why I am asking for more info about it.

Patricia Francezi_iDev_

Good one.

With Opsgenie Routing calls, if integrated would address a lot of customers with!

Iain McCarthy

We are very interested in the answer to this question.

We love that the multiple product streams are producing so many great new features but it's a source of frustration so many are silo'd. Our internal service teams love JSM for the portal, request types, SLAs, etc. but really really want to use JWM's new feature set for calendars (and on a Kanban board!).

Here's hoping we eventually move away from all the three letter acronyms and JSW, JSM, JWM etc. coalesce more into just "Jira". Everything is on the menu, we would like it on one plate!

jeff.dunn

Patricia,

You took my questions. This is great! It would be so helpful if you could have the team assignment. I work with many projects and within those, there is usually at least one other person that is part of the project or even task. Please make this happen to improve not only the quality of the projects but will also help metrics.

unknown

How do I generate an API key?

Derek White_otl4o7

https://www.atlassian.com/software/jira/service-management

https://www.atlassian.com/software/jira/service-management/features/service-desk

https://www.atlassian.com/software/jira/work-management

Training isn't so straight-forward, will have to do a bit of poking around: https://university.atlassian.com/student/catalog

Derek White_otl4o7

In the meantime, have you looked into some of the Table custom fields? These are very handy for using a single field to store LOTS of key-value pairs. Might not apply to your use-case, but worth a look.

Derek White_otl4o7

As far as I know, this page (https://www.atlassian.com/trust/security/advisories) lists all publicly disclosed issues.

The last one for Confluence was Dec 2019. Might want to provide a bit more detail/specifics, otherwise this is a pretty vague question that will be difficult for them to answer in a meaningful way.

Patricia Francezi_iDev_

5 is also in question so many times, and many different ways... but I think its not that easy to implement....

Patricia Francezi_iDev_

@jeff.dunn nice! lets wait on answers

Molly Bronstein

This is a great question. JWM is a new product but the JSM team is starting to work more closely with that team to streamline functionality, make sure that customers can clearly understand the difference between the products, and recommend the right one to your teams. Here’s how we see the difference between the two:

Jira Service Management is built for service management use cases and workflows that support service requests, incidents, changes, problems, and asset & configuration management. Teams like HR, legal, finance, marketing and beyond should use Jira Service Management for requests submitted by their “customers” (aka other employees) to help them with onboarding, legal contract approvals, finance approvals etc.
Jira Work Management is purpose-built for those same business teams but for back-office, project-based work. For example, if the HR team is implementing a new system, JWM is the perfect tool to track that work.

Jason D'Cruz

This has been a request for several customers and this is under consideration for our near-term roadmap. We expect to start working on this functionality by the end of the calendar year.

Please continue to check our public facing roadmap so you can follow along with new feature releases.

Jason D'Cruz

Our KB strategy is to provide a native Knowledge Base experience in JSM for JSM agents powered by Confluence. We are also aiming to improve the article view experience in the customer portal.

Towards those objectives we have recently increased the knowledge article width in the customer portal so portal customers now have a better reading experience with wider space for articles and articles can be created with bigger images and wider tables.

We are currently working on enabling a view similar to that in Confluence in the JSM agent view including features like on-click zoom-in images, playing video in-line and rendering macro styles on par with Confluence.

Regarding search, portal customers can search for articles but we are looking to improve it. It would be helpful if you could give specific use cases in search that you would like solved.

Matthew Day_7dgif0

Also interested when the JSM version of Insight will have auto-discovery available (if ever).
Side note: Having Insight showing in two different places with two different feature sets available is VERY confusing to end user. I think that update was poorly communicated and not thought out.

Screenshot 2021-06-30 at 06.46.29.png

Matthew Day_7dgif0

@John Funk -> I've found that the only way to properly import a CSV into Insight without issue is by using Apple's Numbers app. They say that any UTF-8 format will work; however, Microsoft Excel formatted CSVs for UTF-8 failed for me all the time. I had a support session with a former Mindville staffer in Sweden that told me that was the best way. Luckily, we use Macbooks.

The 3 things that caught me out the most often:

If you're importing new data, Key must appear in the top left header row. All cells beneath should be blank.
If you're updating data to existing entries, the key ID must match the record. (you can export/reimport for that).
Make sure you have no blank columns to the right or blank rows at the bottom

Sample shot showing updates to purchase date of hardware entries (item 2 above):
Screenshot 2021-06-30 at 07.05.23.png

Matthew Day_7dgif0

@Dirk Ronsmans Are you talking about Request Types? Those can be changed manually if entered wrong, or generically. We receive email requests, then recategorise them to the closest request type by clicking on the request type, which provides a drop-down.

Screenshot 2021-06-30 at 07.11.07.png

Tuarn McInerney

Further to Johns question, is there training in the pipeline to specifically outline best practices for uploading using the insight discovery tool?

I have found it difficult to decipher how to extract exactly what you want and how to have it present well. In my case, I was looking at Asset management and although there are a few quick instructional videos out there but I was really needing some more in-depth assistance.

Walter Buggenhout

Hi @Jason D'Cruz,

How will this native KB experience in JSM impact customers who are using Confluence as a knowledge base with their service desks today? Will they have to / be advised to migrate to the native experience? Will they still need Confluence when this becomes available?

Dirk Ronsmans

Hi @Matthew Day

Sadly I'm not talking about Request types let's see if I can illustrate it a bit more.

Right now within a JSM project you have your regular queues and then the "ITIL" queues which are prefiltered on the "Ticket Categories"

When you open for example the "Incidents" grouping here you can see that the filter for one of the underlying queues is prefiltered on a ticket category;

You now have the regular queues where you have all your freedom but you also have these grouped queues that go by Ticket category.

An agent might assume then that all his incidents are listed under the "Incidents" grouping but thats incorrect as when you create an issue manually you don't have the option to set that ticket category right?

Dirk Ronsmans

@Walter Buggenhout

this was also mentioned on Team 21 and in the AMA afterwards. While details were scarce at the time it was mentioned that this was going to be a Confluence style editor experience but without having a true Confluence separate instance.

I do believe it's for environments where you only want a KB and not a true document management system.

I classified it as an integrated Confluence lite

Dirk Ronsmans

@Matthew Day

Well Auto discovery is available.. you just need to upload the file manually at this time but I understand they are working on automating that too.

Frederick Washburn

Would be great to see a roadmap for ProForma integration.

So if we want to purchase JSM in July 2021, sounds like we still need to purchase ProForma as a plugin for now?

Emily Dang

Hi @Mikael Sandberg - thanks for participating in the JSM AMA!

Yes, the REST API for the new Insight was already released, the links shared above are correct.
The migration tool for Insight will be available at the end of July. We will notify you in-product and via email when it’s ready if you have the old Insight.

Emily Dang

Hi @Dirk Ronsmans, thanks for participating in the JSM AMA.

The idea of ticket category is actually to introduce the idea of practice into Jira Service Management. The product has concepts such as request type which controls the forms the customer sees and issue types that control the workflow, fields etc. However, we are seeing more and more customers use JSM for various practices such as incident management, change management etc.

By having ticket category, it allows us to start grouping similar practices together. These could be coming from different request types and also have different workflows but they are all actually the same practice. For example, with Change management, you may have multiple issue types for normal, standard and emergency change that each maps to multiple request types. With ticket category, we are now able to easily identify all of issues and request types that are for the Change Management practice.

With this, the few default queue is just the start. With ticket category, we are able to provide newer functionality and more opinionated functionality to the various practice. For example, in change management, we launched change calendar but in the future we could have an issue view that is better designed for change.

We currently map ticket category to request types as issue type is a cross project concept. The recommendation is for an agent to choose request type when they manually create a ticket which will have the practice attached. However, we are definitely looking into improving both the manual create experience and also finding better ways to connect the ticket category so situation like you mention wont happen.

Ticket category is still a very early concept for us. If you would like to speak more about this topic, our product manager working on this, @Jehan Gonsalkorale (jgonsalkorale@atlassian.com), would love to chat with you.

Emily Dang

Hi @Jimmy Seddon, sorry to hear that the organization UI is a bit clunky. This feedback has been passed back to the team to see what can be done. The good thing is that our team does have plans to improve how customers and customer groups are managed as part of the later half of FY22. It is still early days so the team cannot comment on much detail at the moment.

Jimmy Seddon

Thank you for responding @Emily Dang!

I'd like to point out that we think JSM is fantastic and I'm really happy to hear that you guys are going to continue to improve thing.

Thanks again!

Jason D'Cruz

Hi @John Funk ,

For your first question, I'd love to know more about what are the exact problems you are facing. Is it that the formatting of the imported data is wrong? Are things not importing at all or something else?

More information on the concepts of importing files and creating object type mappings can be found here with a few examples. The documentation is for Data Center but is applicable to the Cloud CSV importer too.

To your second question, unfortunately, this is not possible. You would need to create new objects for each of the options in your current custom fields and then create an Insight custom field to show those new objects. However, once the work is done, it’s significantly easier to maintain than custom fields containing a list of values.

Jason D'Cruz

Hi @J_Acosta and @Patricia Francezi_iDev_ ,

Could you share more context on your use cases for security in custom fields?

I can share that we are doing a lot of work behind the scenes to make custom fields easier to work with in general. This work is in progress.

We are also reviewing issue security and looking to make that a more user-friendly feature but don't have a timeline for that as of yet.

Liron

Hi there,

One of the biggest initiatives we are starting up right now is tackling this exact problem of configuration complexity. The ideal would be that a customer would not need to go through all of the areas you mentioned. We are striving to enable as much simple straight forward configuration in the project level. If you’re interested, we would love to share more and user-test some of our designs for these areas as they become available.

Liron

We are working hard on the ThinkTilt/Proforma integration and this functionality will come as part of native JSM in the coming months. The plan for the integration means that JSM customers will be able to configure forms to their request types easily and as part of request type configuration process. We will announce the finer details as soon as we get closer to the date.

Liron

We know that we have an opportunity to do something great as it comes to service catalog management. One of our biggest initiatives for this financial year is in this area. We are planning to have several releases in the future to help solve this problem more and more, one bit at a time. Stay tuned!
Atlassian recently acquired ThinkTilt, the makers of Proforma Forms. As such, we are working hard on integrating Proforma with JSM natively, meaning that you will be able (amongst many other things), to have dynamic fields as an OOTB feature as well. This should be available by end of this calendar year. We will provide more details closer to the time of release.

Liron

Hi there,

This is on our radar to look at later this financial year but we do not have a concrete plan laid out in terms of timing and exact design yet.

Walter Buggenhout

Hi @Liron,

Thx for that feedback. Really looking forward to improvements in that area and at the same time hoping they will really go to the heart of matter! And yes, definitely interested to participate in design feedback!

Frederick Washburn

Hi @Liron would this be for both Data Center and Cloud or just Cloud? We are looking to purchase JSM this month and need Proforma for our solution so it's looking like we would need to buy the plugin as well until your offering is ready?

Patricia Francezi_iDev_

Jason,

Customer expects that they are able to "hide fields" based on "agent permissions".

Like "behaviours" provided by script runner for example, BUT, OOB and with user interface for that.

Think if Screens had an permission related..... etc.

Emily Dang

Hi @Patricia Francezi_iDev_ ! We don't have exact timing but this is on our radar for this financial year. More details will be coming on this soon. Please watch and follow this ticket for updates https://jira.atlassian.com/browse/JSDCLOUD-1317.

Emily Dang

Hi @David Meredith , nice to chat with you again!

Yes, we are calling this “data promotion” and it is on the roadmap but it won't happen for a while. In the meantime, we recommend checking out either:

Project Configurator for Jira Cloud from Adaptavist
Configuration Manager for Jira Cloud (still coming soon)

Our Product Manager @Matt Tse can answer any other questions you might have about this topic. Thanks!

Patricia Francezi_iDev_

Im my opinion this is a Platform feature, and considering that we MUST have Customer Request Types, this feature should already be in place.

https://support.atlassian.com/jira-software-cloud/docs/copy-an-issue-layout-to-other-projects/

Emily Dang

Hi @Matthew Tutcher, thanks for participating in the JSM AMA. We’ll have 2 new Atlassian Certifications launching in July and August. The first is Managing Jira Projects for Data Center. There are no discounts for Community members, but Managing Jira Projects will come as a bundle with the related course, and costs only USD $100.

Emily Dang

Hi Nour, thanks for participating in the JSM AMA! The link Derek mentioned above is the best place to see the latest publicly disclosed issues. Our team also address the vulnerabilities reported by Check Point Research here, https://community.atlassian.com/t5/Trust-Security/Vulnerabilities-Reported-by-Check-Point-Research/m-p/1734060#M405. Let me know if this addresses your question. Thanks!

Emily Dang

Hi @jakorten, thanks for being part of JSM AMA! The two links below should help answer your question. smile

How to extend roadmap - https://community.atlassian.com/t5/Jira-Software-questions/Roadmap-Can-not-extend-epic-bar-over-Feb-2023/qaq-p/1614053
Support page for configuring timelines - https://confluence.atlassian.com/advancedroadmapscloud/configure-plan-settings-998650959.html

Jehan Gonsalkorale

Hi @Dylan Keyer ,

Thanks for your question, a very good one. Am I right in assuming this is a Team-Managed service desk (Next Gen) project?

If that is the case, it is not currently possible to add more fields per project but I can certainly look at how we might increase that limit. I definitely agree that it is a pain point.

If it is a Company-Managed (Classic) project, then I'd like to know how many fields we are talking about because I'd imagine it would be several hundred if not more.

Let me know, keen to understand this correctly, very much able to bring this into prioritisation conversations, although I obviously can't make any commitment at this point.

Best regards,

Jehan

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