Clarification on JSM Standard Plan Changes

Yuda Saputra

Hello, I received this banner in Jira Service Management stating that starting December 06, 2025 several features such as change management, problem management, and advance incident management will move to Premium. My organization currently using the Standard Plan (We're planning to move to free Plan) and I'd like to ask a few things

1. Which specific features will we lose access to?
2. What will happen to my current plan after December 06 2025?
3. Will this changes affect ongoing workflows? Currently our organization used service desk and customer portal for normal ticket handling (change ticket status, ticket automations, customer portal)

Peter_DevSamurai

Hi @Yuda Saputra ,

Starting December 6th, 2025, certain JSM features are moving from Standard to Premium. But please note that downgrading to Free plan will limit features further so you should consider sticking with Standard if possible And to answer your questions:

1) Which specific features will we lose access to?

You can refer to this Important Updates to JSM here. So the following will be Premium only:

• Advanced Incident Management: Major incidents, post-incident reviews, conference calls/chat tools.
• Change Management: Change work category, change queues, change calendars, automated deployments (CI/CD integrations).
• Problem Management: Problem work category, problem queues.

Core features like basic ticket creation/handling, customer portal, request types, and standard automation remain in Standard.

 

2) What will happen to my current plan after December 06 2025?

Your Standard plan stays active. You'll keep all non-moving features, but the listed ones will be disabled (ex: change/problem queues hidden, integrations grayed out).

And if downgrading to Free: Do it before/or after Dec 06 -> As Free loses even more (ex: no asset management, limited automations).

To downgrade/upgrade, you can go to admin.atlassian.com > Billing > Change plan to proceed, but test in a sandbox first.

 

3) Will this changes affect ongoing workflows? Currently our organization used service desk and customer portal for normal ticket handling (change ticket status, ticket automations, customer portal)

• Basic ticket handling (status changes, automations, customer portal) remains unaffected -> Your current setup should work as is.
• If you're using "moving" features (like change calendars or incident reviews), they'll stop functioning: Existing data stays readable, but no new creations/edits. Transition to standard categories (you can use "Task" instead of "Change").
• And there will be no data loss. 

As product admin, I recommend reviewing your queues/workflows now. But you should also contact support for personalized advice: support.atlassian.com/contact > Billing/Plans > "Feature changes".

You can refer to the below links:

• Standard vs Premium features

I hope everything works out for you. 

Best, 

Peter