Jehan Gonsalkorale Atlassian Team

UPDATE 1st July, 2025 We have introduced a toggle in "Product settings" where you can set the default comment behaviour for transition screens. See more info in this update. UPDATE 4th March, 2025 After reviewing your feedback here and on JAC, we have decided to enable a global setting where you will be able to set the…

Hi all, We've recently improved @ mentioning in Jira Service Management. This has been highly requested over the years so we made some changes to make your lives easier. I'd love to hear any feedback you have so we can better understand the impact of this work on your day to day experience with the product. The changes we…

Hi everyone! This is Jehan from Jira Service Management Cloud with a new Feature Labs release. We are excited to "Default Request Types", a new feature that will ensure that issues no longer lose their Request Type when they are moved or the issue type is changed. How does it work? To access this feature, simply click on…

This page is a follow-up to this previous Community Post (Changes to transition screen comment behaviour in Jira Service Management). Update: 24th July, 2025 We will be releasing an additional toggle to set the default comment behaviour for the issue view. This will let you set the default when your team use a keyboard…

Hi everyone, We are excited to announce that we are making some improvements to request types to make them better suit your needs. All fields for Jira admins We just released the new field panel that gives you access to all the fields on your instance on the right hand panel. This means that you no longer need to modify…

Hi all, We recently launched a new feature that allows you to change the workflow (or issue type) of a request type. How does it work? This feature lets you change the underlying configuration of a request type so that the workflow (and issue type) can be changed. We handle all the screens and schemes and make sure that it…

Hello everyone, This is Jehan from Jira Service Management with a follow up to an issue create release that we had begun rolling out. While the majority of you provided overwhelmingly positive feedback, we did hear back from many of you that these changes made some experiences worse. We take your feedback very seriously…

Hi all, Jira Service Management has just rolled out a feature that allows you to duplicate request types within a project so you can create your service catalogs faster. This is designed to allow you to save time if you have multiple request types that are very similar. To use the feature, click on "Project Settings" >…

To our friends on Community! We are excited to announce an early access program for a new feature in Jira Service Management that will allow you to create a new workflow and map it to an existing request type. This will make it possible for you to create a new workflow for a single request type and then edit it as you see…

To our friends here in the Community, Are you looking to set up Jira Service Management for a business use case (e.g., human resources, marketing, analytics, legal, facilities, etc.) but don’t know where to start? We’d love to better understand your needs so we can help you find success with our product. Click here to sign…

Hello everyone! We are creating more out-of-the-box workflows in Jira Service Management so your business teams can spend less time getting set up and have more time to get their work done. Does your company use Jira Service Management for business teams like HR, analytics, marketing, facilities, legal, or finance? We’d…

To our friends on Community! We wanted to let you know that we will be rolling out team-managed projects for Jira Service Management (Cloud) over the coming months. Do you want to get access right now? You can turn them on (and off) in product settings. So, what are team managed projects? Team-managed projects are great…

We are very excited to announce the release of a new experience for configuring request types in Company Managed Projects. This experience will make it easier for you to create service catalogs that meet your needs. The new user interface is much easier to work with. You drag and drop fields from the right hand panel onto…

Update: This release received strong user feedback. We contacted many of the commenters and are following up with updates that are outlined here. Hello everyone! We are very excited to announce some much needed changes to the issue create experience in JSM (the blue "create" button) at the top of the screen. We have just…

Hello everyone! We have an upcoming release of a new request type configuration experience in Jira Service Management, and we’d like to invite you to join a limited Early Access Program! With this new experience, when configuring a request type, admins will be able to: * View all fields on their instance under Fields *…

Note: This early access program has concluded. Team-managed projects are available for all Atlassian customers on Jira Service Management cloud. Hello Jira Service Management Community! You may already be familiar with team-managed projects as they’re currently available in Jira Software and Jira Work Management. We’re now…

Note: Due to the overwhelming response, I may take some time to get back to you but would appreciate hearing from you! To the awesome folks here on Community! My name is Jehan and I'm a product manager on Jira Service Management. We are looking to talk to any of you out there that use our product for non-technical teams…

We are very excited to announce that work categories can now be used across all of your service desks (these were previously pre-built into the ITSM template). Additionally, we’ve shipped feature improvements that provide admins with the control and flexibility to continuously tune and streamline the agent experience.…

Hello everyone and thanks for stopping by! My name is Jehan Gonsalkorale and I am a Product Manager on Jira Service Management. I'm looking to get some feedback on some designs that we are working on. What are we trying to solve? We are trying to make it possible to change the issue type of a request type. OK, that's an…

We recently rolled out some changes to the request types pages. You might remember the old experience… And you might be familiar with the new experience… These changes split the ticket configuration experience across two pages ('Request types' and ‘Portal groups’), creating a new and markedly different user experience that…