Liron Atlassian Team

Hi Rodney, The ITSM Template should be available for all JSM customers. It is a classic template only though, so is it possible you are checking next gen templates and that is why you are missing this? As to your second question, we are going to be releasing abilities to enable ITSM new features in the existing (older) IT…

They are now offline , based in Europe. Are you able to raise a support ticket, that would be the quickest thing for you to do anyway, instead of having them raise it on your behalf. Cut the middle man ;) Let me know how you go! Liron

Yep confirmed this is the case, as Jack said above. All the best!

Yep. Makes sense. Thank you Wei!

Luckily we have awesome support team still responding as you can see below :) 

So yes as mentioned JSM has a free tier limit of 3 agents. Liron

Hi, May be best to file a support ticket. https://support.atlassian.com/contact/#/Liron

Hi Joey, Once your JSM is merged with Opsgenie, you will not see it in the billing or pricing area. It is now one solution - JSM - with one pricing tier for all. Does this help? Liron

Hi Josh, I spoke to one of our product advocates. They said they cannot find an instance URL of team-34287429837.atlassian.net. Best is to submit a support ticket, explain your situation and that youre open to becoming a paid user after we help you with your site name. https://support.atlassian.com/contact/#/They should…

Chris, Liron here - product manager on Jira Service Management. This is interesting for me to read because we are currently developing more and more incident response features to be available from JSM interface, and one of the things we're thinking about is making sure there is a link to the JSM incident right from the…

Hi Wei! This is an interesting question, and actually helps validate a usecase we're building towards within Jira Service Management. In the future, we will have more and more incident response features available right from the Jira Service Management interface and we have been considering that acknowledging first should…

Thanks for this question Josef. Not sure if this is working backwards, but what you could potentially do is have the Opsgenie alerts create an Opsgenie incident, and then link the Opsgenie incident to a JSM incident, which is possible. (for JSM incidents within the new ITSM project type). Could this be useful? Liron

Hi Chris, I am pretty sure at Atlassian we don't charge on a per execution basis. What is more likely is that you will be stopped from execution at that point. I am not from that team but I am finding out for you and will get back to this when I know. Thanks! Liron

You can get help in this case from our product advocates. Let me ping one of them for you and see what we can do, Cheers Liron

Hi Balaji, as a first step , to understand automation of approvals, does this help at all? https://community.atlassian.com/t5/Jira-Service-Management/How-to-make-auto-adding-Approvers-for-custom-request-type-like/qaq-p/1564991 Liron

Hi Julio, Just so I can understand more, are you trying to follow prompts from https://marketplace.atlassian.com/apps/1221150/power-bi-connector-for-jira?hosting=cloud&tab=overview and getting stuck? thanks! Liron

Hi Akash, it looks like the first answer from Daniel did the trick? 

Hi Josh, Are you adding Jira Service Management to an existing Jira Software instance ? Or a brand new Jira Service Management instance? Adding to an existing instance means you don't get to choose the instance name. Otherwise you should be able to. Otherwise , what Jack said is correct. If you want to change the name/URL…

We now have major incidents as a native part of the new ITSM project template. Learn more here ! https://support.atlassian.com/jira-service-management-cloud/docs/learn-about-the-it-service-management-template/

Hi - Did you manage to resolve this issue ? 

Are you seeing a drop down menu at the top of the list? 

See you there Mark!

Thanks Omar - just saw your feedback item that pointed me to this post. I will check with the new issue product manager and get back to you via your feedback ticket! thanks! Liron

Hey Jeret, The major incident escalation is only available from incident objects within the ITSM project type. Would love to understand other usecases that would require other types of tickets to be escalated as a major incident? Also, with pre existing service projects and adding ITSM features to them - we are working on…

Yep, I will be there to answer questions and demo the product!

Hi Atul ! The ITSM project template works slightly differently to other JSM templates. Requests that come in get automatically filtered to a particular ITSM practice type (i.e. service request / incident / change or problem) depending on the request type and its mapping . You can create a new request type and map it to…

Hi Dan! Is it possible you have a filter selected in your view? Perhaps this is what is causing you to only see a subset of your requests? Cheers Liron

Hi Jeret, just checking my answer above makes sense? Thanks Liron

Hi Jeret thanks for your question. At the moment majority of the new ITSM features are within ITSM project types , which are all classic projects. Next gen templates do not have this kind of ITSM support when it comes to escalating to major incidents in opsgenie. Hope this helps ! Liron

Hi Lali, My name is Liron and I'm a product manager on Jira Service Management cloud . This capability should indeed work. For us to be able to help you properly, you would need to raise a support ticket. Are you able to please do this and let me know how you go? Thanks! Liron