Gabriel Raubenheimer Atlassian Team

Hi @Yong Yang @Jac @Dirk Lachowski , I'm one of the product managers here, in Jira Service Management. Firstly, thanks for starting this discussion! We're looking to make it easier for agents and developers to work together, including improving this feature, and your feedback is very helpful. And thank you for picking up…

Hi @Milad Sayad Thank you for the feedback. Do these executives have JSW licenses? If so, they can be added to Jira Service Management as collaborators to access the escalations screen. Then, you can mark escalations intended for those executives with a particular label, service or component, or by assigning it directly to…

Hi community, Providing an update for you. These features are now available in Free and Standard plans. We've also released a series of new features and improvements to this feature. That includes APIs, to sync details from any other source of truth. You can find out more…

@Adam Kassoff thanks for the questions. 1. This is available as of this week, via APIs. You can find out more in this post. 2. This feature is coming in the first quarter of 2024. You can follow along here. 3. This is one of our top requested features and we do plan to support it. We will keep you updated in Community.…

Hi all, I wanted to provide an update - many of these features are now available. @Leonardo Boldrini these features are now available in Free and Standard. @Majken Longlade APIs are now available to sync fields from Hubspot or any other system. You can find more information…

Hi @Peter Quick @Andrey Kiyanovsky , Thanks for the message. We agree - linked issues are essential. If you are not seeing linked issues, it is likely because the request type you are using for developer escalations doesn't have the linked issues field, so it is not being populated when the escalation is created. We…

@Greg D Thanks for the fantastic feedback. This is very insightful. We're looking into the issue you're having removing orgs, and have taken on your feedback about the Organizations tab being unnecessary when you're not using organizations. We hear you on Customer Context on the issue view not suiting your use case at the…

Hi @JGH I'm Gabriel, the PM who looks after JSM's Customer Service features. This might be of interest to you - Rich customer context in JSM. Let me know if this will help. It's not currently available in Free, but we plan on making it available in the near future. I would love to hear how you go getting set up with JSM…

@Majken Longlade syncing from CRMs is part of our future roadmap. APIs will also be available, and much sooner, as an alternative solution for you.

Hi everyone, a quick couple of updates: * We've resolved an issue that prevented some people from uploading CSVs. This has now been fixed and it should work for you. * New detail fields are now available! We hope these are useful for you! Please let me know if you have any feedback. cc @Rahul M 

@Rahul M hey there, quick update on this one (and for anyone else looking). Thank you for reporting this. We've found an issue which has stopped some uploads from working. We're working on a fix now and will have one out ASAP. I'll post back when it's resolved. Cheers Gabriel

Hi @Paul Madison , If you enter the email addresses of existing customers, via the method described above, it will add those existing customers to the organization you select. Does this solve your problem? Cheers

@Kris Dewachter you can't currently associate customers with groups or organizations during import. You can find out more about adding customers to organizations here, and managing groups here.

@Paul Madison you can't add customers to organizations with this import at the moment. However, we have another easy way to do this: * Go to Projects > Project Name > Customers > Add Customers (button in top right corner). * Add the emails of any customers you want added to the organization. You can use commas or…

@David Berclaz _Apwide_ new detail field types are yet to be released. You can expect to have them available mid-late August. Cheers!

Hey community! Update for you - we've now launched CSV importing, and we have a bunch of exciting features in the works, including new field types coming very soon. You can find out more in this Community post. This is related to your questions @Andrey Kiyanovskiy @DevAcrobats @Erki Tammik @Sina Schwarz @Valdis Visnevskis 

Hi @Scott Koorey , Organizations and Customers (and their associated details) are shared across all your projects on a given site. You can add a single Organization to multiple projects, which will grant access to those projects for every Customer in that Organization. Cheers!

Hi @Geoffrey Jonkers Thanks for the question. That feature is not available at the moment. What sorts of data be most helpful to pull in from Access?

Hi @Erki Tammik Thanks for your comment, these are great questions. Today, that linking is done through the Requestor field for customers (and the Organizations field for organizations). On the customer's profile page, you will see all requests that they are the Requestor of, within that Jira Service Management project. I…

@Kate Pawlak _Appsvio_ the AMA will be on the 29th of June (PST). You can find more information here.

@Zack Salisbury thanks for the comment. Yes, we're planning to make rich customer context available in Free and Standard editions. When we have a date for that, we'll let the community know!

Hi @Kalin U Thanks for the comment. We're actively looking into different options for syncing and importing data beyond CSV importing (including the options you mentioned) - will keep the community posted!

@Andrey Kiyanovsky glad you like it! * Thanks for this - the team is aware and we're planning a fix. * Yes, we have new types planned soon - keep an eye out. * Thanks for the feedback. We hear you, and we're actively looking into this. We'll start with CSV imports, which are high priority for us.

@Kate Pawlak _Appsvio_ it is available now, unless you are on release tracks. If you are on release tracks, this will be available in the next release, in July. I don't have a date for the AMA as of yet, but I will update here once we have one.

@Thorsten Letschert _Decadis AG_ we're looking into APIs at the moment - keep an eye out for any updates! Yes, JQL documentation has been updated with two new functions that can be used to access customer and organization details respectively. You can find those in the JQL functions page here. They are: * customerDetail()…

Hey team, I'm happy to say you are now able to turn on Change Management functionality (including the Change calendar) from a non-ITSM JSM project! Apologies for the slow response here; we're currently not promoting this because it is still in the feature labs. Changes made are currently irreversible - after assigning a…

@Kevin Veerapen thanks for the email - I have responded there. I look forward to hearing from you. Warmly, Gabriel

@Lewis Cook thanks for the questions. We're looking to ship the ability to turn on change management features (including the change calendar) in non-ITSM JSM projects in early August! I will comment here to update you if anything changes there. Warmly, Gabriel

Hey all - thank you for the comments! @johan.wikstrom - it's not currently possible to set default views, but thank you for the question - we will take it on as feedback and consider it for future releases! @Brittany Wispell @Erik Neudert @Scott Boisvert - yes this is a Cloud feature. We don't currently have plans to port…

Thank you for that @Kathi Paquet , that's great to get an understanding of.