Five tips: Optimize your Jira Service Management performance and efficiency

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Hi community,

I'm Claire Chisholm and I'm part of the Data Center Marketing team. As your Jira Service Management instance scales, ensuring that it is optimized for performance and efficiency is key to your long-term success. We know organizations rely on Jira Service Management to help deliver great customer service with urgency and speed, which is why we continue to build capabilities into Jira Service Management Data Center to help organizations scale. This is done via a variety of core product improvements and end-user features. We recommend you take advantage of these 5 tips to get the most out of your Jira Service Management instance.

Five tips to ensure you get the most out of Jira Service Management Data Center:

1. Automate rules with Automation for Jira

2. Leverage Asset and Configuration Management

3. Utilize email request channels

4. Observe the Pretty Simple Message Queue (PSMQ) changes

5. View SLA Improvements

Tip 1: Automate rules with Automation for Jira

Spend less time performing manual, repetitive tasks by automating processes and workflows. With Automation for Jira, simple rules allow you to automate actions within your system based on criteria you set. Automation for Jira supports thousands of ITSM use cases, such as syncing parent and sub-tasks, smart auto-assigning, acting on linked issues and advanced processes like bug management, approval workflows, and more. Learn more about how you can automate with Jira.

Tip 2: Leverage Asset and Configuration Management

Are you leveraging Insight? With this Jira Service Management feature, teams can track their assets, configuration items, and resources to understand and visualize the critical relationships between applications, services, their underlying infrastructure, and other key dependencies.

Find out more about Insight!

In 5.0, the Insight events feature was added to allow admins more visibility into activities and changes being made to the system. Track the export of data outside of your system, or changes in user permissions that could allow for unauthorized behavior. The audit log provides a security-relevant chronological record to help you meet your security and compliance needs.

How can I use audit logs and changes?

Continue watching the release notes to stay up to date on future insight enhancements!

Jira Service Management 5.0.x release notes | Atlassian Support | Atlassian Documentation

Tip 3: Utilize email request channels

If your customers prefer to raise requests from the comfort of their email inbox, you can set up an email address to receive requests in your service project. Quickly respond to customers at a larger scale by configuring as many dedicated email channels as you need for better communication with customers.

Learn how to set up email channels

Then, take it a step further with the new audit log, which helps you stay on top of these email channels. Easily check if the connection with your email channels is/ channels are active and make sure all incoming emails are being processed correctly. A processing log shows every message received from the connected email account. It allows you to search and filter to find specific emails.

To learn more about these changes:

• Our multiple email channels became fully implemented in Jira Service Management 4.22.

• Our audit log was introduced in Jira Service Management 5.1. 

Tip 4: Observe PSMQ changes

The Pretty Simple Message Queue (PSMQ) has been optimized to better achieve instance stability and application scaling. Expect performance improvements in SLAs, legacy automation, and notifications, since we use the PSMQ to process these.

With these changes in place, at up to 100k messages in the queue, you’ll see 20% better performance in processing messages with 20 threads, and 65% better performance with 5 threads!

Jira Service Management 5.2.x release notes | Atlassian Support | Atlassian Documentation

Tip 5: View SLA Improvements

Users can now access a brand new SLA configuration interface and overall process improvements. All settings related to SLAs now live in the same space for faster and easier management and monitoring. Using the new interface, you can configure:

• SLA names permissions

• Debug log details and cleanup method,

• SLA time format

With Jira Service Management 5.0 came SLA recalculation, directly from the issue view. This way, if the data in your issue changes or if you want to make sure it’s correct, admins can confirm it alone, without reaching out to support.

To find out more about these changes, check out our release notes. 4.22 release notes (UI) & 5.0 release notes (issue history-based calculation).

We hope these tips and features can help you optimize the performance and usability of your Jira Service Management Data Center instance at scale!