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Welcome to the JSM News & Discussions group! - Introduce yourselves here! (please)

Mikael Sandberg

Welcome all to JSM News & Discussions! We are happy to have you here. Let's start with introductions:

How long have you been using Jira Service Management?
Have a special or unique use case for JSM?
Any fun facts you want to share?

No need to be shy - we are all friends here.

Comments

Mikael Sandberg

To get is started here is my introduction.

I have been using JSM for almost a year now,. We where looking for a replacement to the system that we used to use and the announcement of JSM made us take the leap.

One of the unique ways we use JSM is for JIT access, which relies on automation and Okta workflows. It allows us to automatically give users access to restricted systems, the only interaction is that the manager approves the request, then the rest is handled automatically.

Fabian Lim

1. We've been using jsm for 4 years now.

2. We wanted a quick and simple way to get a service desk going to track jira requests and we were up an running within a week. With experience, we created more jsms for our operations and agile teams.

3. I'm addicted to kudos.

Mikael Sandberg

Nice one @Fabian Lim, and I can attest that it is really easy to get going, we had 5 teams up and running within a month.

Brant Schroeder

How long have you been using Jira Service Management? 2 years after it came out.
Have a special or unique use case for JSM? Nope

Kishan Sharma

Hi @Mikael Sandberg Good to see you here!

I have been using JSM for more than 2 years now. Please take a look at my submission during Atlympics.

Fun fact - One team has used JSM for leave management

Alex Koxaras -Relational-

Hi all!

I've been using JSM for about three years now. I was lucky enough to set up the customer portal on my previous job, from scratch. It was quite a journey, since I had to educate out customers to use it, instead of sending emails. Difficult task dare I say.

I don't have a use case to share with you all, but I hope that the current job position will offer great opportunities which I'll be more than happy to share with you in the future.

Vero Rivas

Hi @Mikael Sandberg

I've been using the JSM for many years, probably about 6.
It is a very powerful tool for a customer service and attention desk, in addition to providing many benefits to manage a high number of tickets to our customers

Cheers

Suvradip Paul

Hi @Mikael Sandberg and other members,

Happy to be part of it.

How long have you been using Jira Service Management? I think it's not more than year so far and I am still exploring.
Have a special or unique use case for JSM? (If you do, you should submit your use case here for a chance to win.) Not yet but I would definitely try in future.

Stay safe and healthy, Enjoy the rest of your day!

Cheers

Suvradip

Paloma Fondon Araujo

Hi all!!

I've been using JSM for about 3 years

The most common use cases are for automatic rules and integration with other products, we have been able to make it easier for customers to create requests and process them for agents.

Vronik

Hello @Mikael Sandberg

I have always used the JSM with my clients, to help them manage their incidents and give excellent service to their users, in addition to using some add-ons they give it incredible potential.

Regards

Laura Holton _ACE Manchester_

Hello hello 👋

I must say I am very new to Jira Service Management, I've read a lot around it but I'm ready to know a lot more! Looking forward to being involved in the group @Mikael Sandberg 🙌

All the best,

Laura

KAGITHALA BABU ANVESH_z1zl10

Hello All,

I'm Anvesh from India, I was working with Atlassian tools (Jira & Confluence) from the past 3+ years. When Atlassian Community Enabled "Community Leader Badge". I Started exploring JSM JSM. I've 6 months of experience with JSM, I'm interested to learn JSM, how it is used for daily activities.

Thanks,

Kagithala Babu Anvesh

Brant Schroeder

@Mikael Sandberg Thanks for putting this together.

Mikael Sandberg

Yeah, I feel you on the need to educate the customer to use the portal instead of emails. About 70% of our requests are still emails, even though we tried to push them to use the portal or Slack. I talked to one of the JSM PMs yesterday and he suggested to maybe use a different SLA for emails.

Mikael Sandberg

What a coincidence, our HR is also using JSM for leave management too.

And I like you submission, impressive!

Ajay _view26_

Hi @Mikael Sandberg & Community

Good to see a group dedicated for JSM 😀

I have been using JSM for close to 5 years .. my focus is on JSM Reporting and looking forward to being involved in the group!

Dirk Ronsmans

So let's get in on the fun

How long have you been using Jira Service Management?

Let's consider JSD and JSM as one right now, think I started about 4 years ago with JSD and now I'm migrating clients over to JSM. I've been in ITSM tooling for about 10years now in total.

Have a special or unique use case for JSM? (If you do, you should submit your use case here for a chance to win.)

Not really, my general cases tend to be the default ITSM processes where we might get some exotic things for Request Fulfillment. I did recently build a process flow mechanism using Insight which was pretty fun I mostly like to find the border of what the tool can do and then try and build across it.

Any fun facts you want to share?

Well I'll be happy to be a co-group leader here and help you all out! Besides being addicted to community I got a 2y old son so he keeps me pretty busy. Oh and I'm building a house!

G subramanyam

Hi @Mikael Sandberg happy to be in this group.

I'm fairly very new to JSM. All these years I'm either working with Jira or Confluence or both but haven't got a need for JSM.

John Funk

Hey Everyone!

This group is not as good as the New to Jira Work Management group - but it's a close second!

I have been using JSM for about 4 years. I have a unique project where I used JSM to create an issue for every Team Member in our company (over 1,000) and then create related financial information and favorites related to each Team Member.

Prashant Sultania

Hello Friends,

I won't say I am new to Jira Service Management, I have been using Jira since 2016 and its more than 5+ years I am using it.

Linda Milne_Togetha Group_

Starting work on JSM!!

Danny Zuccaro_bzdg9s

Hi all!

Played around with JSM a bit but previous employer didn't use it. Excited to have started a new role where we are actively using it and I'll be able to roll up my sleeves and play around. Am sure I'll be looking for tips, tricks and suggestions along the new journey!

Thanks,

Danny

Alex_dddmmh

Hi, community!

I am happy to join this group. I've been using JSM and an admin for over two years, and I've been playing around with Insights lately. Pretty powerful.

Cheers,

Alex

Marjorie

Hi. new here. Looking forward to tips, tricks, and recommendations.

Dirk Ronsmans

Hey @Marjorie ,

If you happen to have any specific struglges/use cases you don't know how to tackle, feel free to create a new question/discussion so we can unleash our combined brain power on to it

Dirk Ronsmans

Interesting use case @John Funk !

So a sort of CRM then within JSM? Or more to store meta data about them?

Would in this new JSM Insight be a good fit for it?

John Funk

More of an HRIS than a CRM. Stores both meta data and creates annual tasks for leaders to complete annual reviews of each team member.

Now that Insight is here, it probably would be a better approach!

Dirk Ronsmans

Nice case!

You could even use this new nifty thing called Jira Work Management to do those annual reviews

Walter Buggenhout

Hi folks,

I have a long history in the Atlassian world, going back to 2011 when I joined my current company as the PM of a Software team. As I joined our Atlassian business unit in 2015, I was just in time to see the birth of Jira Service Desk as a separate member of the Jira family, growing from the add-on it initially was.

As of today, I help our customers implement IT and Enterprise Solutions for Service Management in the broadest sense. And I am happy to help solve people's questions on the Community on the topic with a lot of enthusiasm as well.

With all the new stuff that's being added recently, I do love the Community as a forum to learn more every single day from questions, discussions and articles written by people who are in the middle of their challenges, problems and amazing solutions!

Dirk Ronsmans

Exactly!

Since it's becoming more and more difficult to stay up to date with all the small (and big) changes, these questions enable me to investigate other people's use cases and hopefully learn something along the way

Jack Brickey

Hello all! @Mikael Sandberg a thanks for throwing this out there.

JSM is a great app. Sure it could be better in some places and I’m glad to see Atlassian continuing to update it.

I have been using GSM now for 5 years. I have seen it evolve significantly during that time.
While I use JSM for many use cases I don’t view them necessarily as unique, at least at this point in time. When I first got started with JSM probably the most unique use case was for staffing. I said it up for HR and allowed supervisors as customers to open requisitions. That may have been unique four years ago but now I think it’s fairly common place. I think I may have even submitted a post long ago on this use case.(?)
I can’t think of any fun facts ATM.

manuelgeek

Hi All. I'm new here. I'm happy to be here. I'm just getting started with Jira Service Management

Hakeem Olasupo

I am Hakeem Olasupo by name.

1. We've been using JSM for 3 years now.

2. We wanted a fast and simple way to get a service desk going to track Jira requests and we were up an running within a week. We created more JSMS for our operations and agile teams.

3. I'm addicted to kudos and happy to join this group

Kristin Lyons

Hello! I'm new to this group, not SUPER new to JSM but always willing to learn more!

Martin Bayer _MoroSystems_ s_r_o__

Hi, I'm new here

How long have you been using Jira Service Management? - JSM is the less used Jira Application by me so I'm here to learn JSM specific use cases

Laura Holton _ACE Manchester_

Just wanted to say a quick hello to everyone who's joined since I last popped on here 😄 it's so great to hear I'm not the only one in the same boat and very excited to learn with / from you guys!

Have a good one 🙌 Laura

Callum Carlile _Automation Consultants_

Hey everybody 👋

I've been using JSD/JSM for a few years now.

We're not currently using JSM in the 'conventional' way as a customer service desk tool. We're using the customer portal primarily as a data capture tool, and are making the most of the SLAs that come with JSM as a way to track response time and performance of those who use it

Marco Brundel

Hi,

I have been using JSM for more then 4 years now and in the last 4 years I’ve helped different companies with the configuration of JSM and also the configuration of Insight.

I was closely involved for a use case at a supplier of charging stations for electric cars for which we as a partner were awarded the award by Atlassian: Atlassian partner of the year 2020 in the Technology Innovator category. This use case can be found (in Dutch) at https://www.prepend.nl/site/servicemanagement-optimisation-voor-alfen

A thing that I think I can mention under funny facts is that my son who collects special design socks regularly asks me if I can arrange renewed design Atlassian socks again :-)