Ash Young Atlassian Team

We’re inviting Atlassian Community members to join our SLA Redesign Early Access Program. Use this EAP link to sign up! The SLA Redesign EAP is here! Here’s an early look at what’s coming: we’re redesigning the SLA experience in Jira Service Management, and we’re looking for a small number of sites to try it before broader…

Hi Community 👋 I'm Ash, a Product Manager on the Jira Service Management (JSM) team. We're looking for customers to help shape how JSM handles payment card data and other sensitive information. JSM will be pursuing our own PCI-DSS certification so we can provide you with a Attestation of Compliance (AOC) The problem we're…

Coming soon: Jira Service Management is introducing customer-facing SLA visibility directly in the help center portal. Announcing SLA Visibility in the Customer Portal Hi JSM Admins! 👋 I’m Ash Young, a Product Manager on the Jira Service Management team. When someone submits a help request, the first thing they want to…

A focused admin role for JSM For JSM owners managing multiple service spaces, portals and integrations, the new JSM App Admin role provides app-wide configuration access without granting access to unrelated Jira product settings. It supports least-privilege delegation while existing Jira Administrator permissions remain…

TL;DR: We're working on a substantial redesign of SLAs in Jira Service Management to make them more scalable, easier to create, maintain and far more insightful. We're looking for admins and team leads who work with SLAs to co-design this with us. If that sounds like you, sign up here to take part and shape what comes…

Scale and trust are foundational to your success in Atlassian Cloud, which is why we are transparent about user tiers and our commitment to raise them. Today, we’re delivering on that promise by significantly increasing user capacity for Confluence and Jira Service Management (JSM). This enables our largest Data Center…

SCIM for Portal-only accounts Learn about how to configure SCIM for Portal-only accounts here Today we're leaving a quick note that SCIM (System for Cross-domain Identity Management) for Portal-only accounts is now available for all sites. What SCIM functionality is available for Portal-only accounts? SCIM for Portal-only…

SCIM for Portal-only accounts is now available for all sites! See here for more information Sign for JSM Portal-only account SCIM EAP here Today we’re introducing SCIM (System for Cross-domain Identity Management) - a hotly requested feature off the back of SAML SSO. SCIM for Portal-only accounts will allows you to…

We’ve been working hard behind the scenes to enhance the way Jira Service Management (JSM) admins manage large numbers of customers and organizations. Efficiently handling customer permissions for request sharing and project access is crucial for running a streamlined service desk - we’re introducing features to make this…

We’ve added the ability to create custom groups of queues to better represent how large teams coordinate requests on Jira Service Management. Behind every large sprawling project there are many agent teams with their own workflows - so it only makes sense to customize queues into groups that work best for each team. What's…

Today, we're thrilled to roll out bulk actions for managing Portal-only accounts. This feature is designed to help administrators streamline their workflow by enabling them to select and carry out bulk actions—like deleting or migrating to Atlassian accounts — on as many as 1,000 accounts at once. Bulk Delete - Portal-only…

Update 15th April 2025: Today we're announcing our Early Access Program (EAP) for JSM external customer SCIM (System for Cross-domain Identity Management). You can read more sign up for the SCIM EAP here Jira Service Management external customer SSO is here! You asked for it - Single Sign-On (SSO) for your external…

We’re pleased to announce that JSM Chat data is now data residency compliant. When you opt to storing your site’s data within a specific geo - JSM chat data is now included and data residency compliant. If you have already chosen to store your site’s data in a specific geographic region - existing JSM Chat data has now…

We are taking another step forward in helping you manage your customers in JSM. We have created a dedicated product access role for Internal Customers. To recap, there are two types of customers in JSM. * Internal Customers – Typically employees, or those inside your business. * External Customers – People outside your…

Introducing Jira Service Management’s new Unified Authentication Experience in your help center - a single page for new and existing customers, to get help or send requests faster. Why we created a Unified Authentication Experience? Typically customers turn to JSM when they have an urgent need for help or an ad-hoc…

At JSM, our focus has always been creating the best tools so agents can stay focused on what matters - customers. Today we’re releasing some improvements to the queues experience to support larger agent teams as they tackle customer requests. Summary of changes * You can now have up to 300 queues per project * Team…