Questions
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Answers
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| when you use JSM for other departments are they actual modules or they templates? |
Great question! It’s just a template in Jira Service Management, no additional modules need to be purchased. We have templates for lots of different teams, such as IT, customer service, marketing, legal, finance, and several others. Check out our available templates here:  Jira templates | Atlassian |
| When will the recording be available, I want to have the rest of my team watch it. |
The recording is available now at Jira Service Management for software development teams |
| Does everyone needing to use Service Management need to be provisioned either in Jira Software or Jira Service Management? Are non-licensed users (such as stakeholders who do not use Jira) allowed to create/report Service Requests? |
Great question. Customers (or the requestors) of your service desk are always free. Depending on the features needed, a Jira Software user may or may not need a Jira Service Management license.
Collaborators, for example, are Jira Software users who don’t have a Jira Service Management license but have the ability to view JSM issues, add internal comments, watch issues, etc, as long as they have the correct permissions. On the other hand, an agent is a licensed user in Jira Service Management that fulfills the work and communicates with customers directly.
I recommend checking out this page with an overview of user types and roles to better understand this user distinction:  What are project roles in Jira Service Management? | Jira Service Management Cloud | Atlassian Support
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| Do these approvers need a license? |
No - you can extend approvals to your business users and customers - for free! Check out our documentation here: Set up an approval stage | Jira Service Management Cloud | Atlassian Support |
| Is your alerting connectable to PagerDuty? |
Yes, we have connections to PagerDuty. See our Marketplace apps here:  Search for apps | Atlassian Marketplace
Note that Jira Service Management Premium and Enterprise include Opsgenie functionality at no additional cost. Check out this page to compare Pagerduty with Atlassian’s Opsgenie: Opsgenie vs. PagerDuty | Atlassian |
| Can JSM work in tandem with ServiceNow (which is already present in our company for Operations)? |
Yes, it can! Through our Opsgenie connectors, we support a bi-directional integration which you can learn about here: Integrate Opsgenie with ServiceNow | Opsgenie | Atlassian Support
In addition, you may find our Balancing Multiple ITSM Systems whitepaper useful: How to Balance Multiple ITSM Systems | Atlassian
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| Does smart commit work in bitbucket datacenter or only cloud? |
Yes, it works in both Cloud and Datacenter. Check out this page for Datacenter:  Use Smart Commits | Bitbucket Data Center and Server 8.12 | Atlassian Documentation |
| Will this recording be available afterwards? - need to drop for a meeting |
Yes, the recording is available now at Jira Service Management for software development teams |
| Are teams defined in the opsgenie the same as the one defined in Assets? |
Yes and no. The responder teams for a Service are indeed the same teams from Opsgenie. How services work with Assets in Jira Service Management | Jira Service Management Cloud | Atlassian Support
Unopinionated assets, however, don't currently have a “team” attribute type Attribute types | Jira Service Management Cloud | Atlassian Support but you can use text or even group to mimic similar functionality. As the team concept continues to spread across the platform I’m sure we’ll see some updates in the future. Teams in Jira projects | Atlassian Support
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Do you have configuration roadmaps that mirror this demo? I'd like to set it up in our sandbox and demo for management
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Our University courses cover much of what we showcased. I’d recommend these free courses to get started:
If you are interested in only portions, here are the guides for each theme shown:
Setting up requests & portal (intake):
Get started with service requests in Jira Service Management
CI/CD & Change Enablement:
Learn about change management in Jira Service Management
Set up deployment tracking | Jira Service Management Cloud | Atlassian Support
Automation:
Jira Software Automation: Basics & Common Use Cases
For community leaders and partners, this is part of the One Atlassian demo kit.
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| Also, do you have this project in the demo available as a reference? Would like to define Services and use the reference of your project |
Not at this time, but we will share this feedback with our product team. It’s a great idea!
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We have the whole suite of Atlassian offerings. Confluence, Jira Cloud and Jira Service desk. How do can we get them to work as one in MS Teams as a single app?
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If you aren’t using it yet, we’d recommend adding Jira Cloud for Microsoft Teams (Official) | Atlassian Marketplace to your instance, allowing notifications to post directly in Teams from across your Atlassian solutions.
For Jira Service Management, we’d also recommend you use it for:
For Confluence, check out this free app: Confluence & Microsoft Teams Integration | Atlassian
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| What template would you recommend to start with to track Incidents or findings out of a User Acceptance Testing phase? |
If your users are internal employees, you may want to check out ITSM Documentation Template | Jira Templates It’s designed for IT teams, DevOps, or any team looking for a powerful service management solution with incident and change management capabilities. This template handles service requests, resolves incidents, approves changes, and fixes problems using ITSM best practices. You can always hide the default requests from the portal and make them visible when you’re ready to use them.
If your users are external, you should also check out the new Service management for customer service teams | Atlassian which has a template as well Customer Service Template | Jira Templates.
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| Is the JSM "Collaborate" feature available in cloud production? How is it set up? |
Yes, it is! A Jira Software user just needs to be added to the Service Desk Team role in Jira Service Management. Simply go to Project settings > People and add the relevant users to the Service desk team role.
See What are project roles in Jira Service Management? | Jira Service Management Cloud | Atlassian Support |
| Can you point me to a WP on how JSM and ServiceNow are integrated? |
While not specific to ServiceNow, our balancing multiple ITSM systems whitepaper is sure to help. Check it out here: How to Balance Multiple ITSM Systems | Atlassian |
| Do collaborators need product access for JSM? |
No, they only need a Jira Software license and the correct permissions established in Jira Service Management (they just need to be added to the “Service Desk Team” role in Jira Service Management). Simply go to Project settings > People and add the relevant users to the Service desk team role.
Check out this page on project roles: What are project roles in Jira Service Management? | Jira Service Management Cloud | Atlassian Support |
| I guess this is the same question. A step by step to set up the projects configuration |
Our University courses cover much of what we showcased. I’d recommend these free courses to get started:
I also recommend checking out these:
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| Here's the scenario: 1) A support ticket is raised in ServiceNow 2) A JIRA is created with the details of the ticket (post-JSM triage) 3) A GIT branch is created for the Jira 4) Updates are checked in 5) The JIRA is closed 6) The ServiceNow ticket is closed. |
1 & 2. Raising a corresponding Jira Service Management issue from ServiceNow can be accomplished in a few ways, such as:
3 & 4. Connect GitHub repositories with Jira Service Management | Jira Service Management Cloud | Atlassian Support
5 & 6. Automation with triggers on either the DevOps or status transitions.
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| Biggest challenge is that configurating between Atlassian products... any help there useful |
We have quite a few guides that outline integrations between products. A few that I recommend:
Jira Software and Jira Service Management: Integrate Jira Service Management with Jira Software
Jira Service Management and Confluence: Using Confluence and Jira Service Management Together
If there is a specific integration you need more information on, let us know and we can do more research for you.
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| I currently try to remove the *'raise this request on behalf of' from my portal request? could you please help. I tried to revoke the permission on 'modify reporter' from permissions scheme. |
The on behalf of only appears by default to agents, not the wider customer/help-seekers. If you don’t want your customers to see this, they won’t. If you are having licensed users abuse this feature, you could set up an automation rule to force it after submission, however, it may be worth exploring the behavior first to understand what is driving it. |
| For the Engineering Support project, when the issue is "fixed" and the automation updates the JSM ticket, is an automation rule also created in the JSW project to send the update to the JSM ticket? |
In the example we showed, we used a global automation rule which spanned multiple projects, eliminating the need to duplicate rules in each. Check out this community post on automation rule types:  Automation vs Global Automation vs Multi-Project Automation |
| do we get recording from this webinar? since many of us watching while also doing other work.. thank youu |
Yes, the recording is available now at Jira Service Management for software development teams |
| Can we use Teams set in Advanced Roadmaps as Teams in JSM? |
There is currently work in progress regarding Teams in Jira Service Management. Check out these pages and let us know if this answers your question:
Teams in Jira projects | Atlassian Support
Teams in Advanced Roadmaps: What's changing, and what you need to know
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| is JSM can work with chat bot for external user? |
Jira Service Management currently offers chat integrations with Slack and Microsoft Teams. You can learn more about those integrations here: Connect Jira Service Management to Slack and Microsoft teams
The bot experience (virtual agent) for that is currently in early access which you can check out here: 📣 Virtual Agent Early Access Program
If you are looking for non-slack/teams options, we also have chatbot apps in the Atlassian Marketplace: Search for apps | Atlassian Marketplace
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| Do you have specific metrics on per person saved time by leveraging JSM for Devops as opposed to other service management platforms? And a breakdown of each DevOps function potential saved time by leveraging JSM for DevOps (i.e strong competing metrics to use RFP's) |
Right now the best resource for this would be Forrester Consulting’s The Total Economic Impact™ of Atlassian Jira Service Management: The Total Economic Impact™ Of Atlassian For ITSM | Atlassian
We are also currently working on a tech validate survey with our customers which should provide more of the insights you are looking for. This should be ready within the next 3 months. Stay tuned!
In the meantime, it’s also worth exploring your specific goals and this can be very helpful for that: MTBF, MTTR, MTTF, MTTA: Understanding incident metrics
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| is it possible to use change calendar for a recurring downtime? for ex daily 8-9AM |
Yes, in the change calendar, you can create two types of change windows: maintenance windows and freeze windows. Those windows can be set up as recurring on a daily basis. Check out our support page here: Create, edit, or delete change windows | Jira Service Management Cloud | Atlassian Support |
