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What’s New in Jira Service Desk Server & Data Center: Remote Summit 2020 Edition

Hi everyone,

Alyssa here from the Jira Service Desk product marketing team. As we go into Day 2 of our first-ever fully Remote Summit, I wanted to share a roundup of what’s new and what's coming in Jira Service Desk Server and Data Center since last Summit. To hear more about the announcements below, register for our Remote Summit (it's free!) and watch the keynote session called, "Atlassian Data Center: Building for change and scale.”

  • Agent experience (available now): We’re making agents more efficient by making queues easier to use so that agents spend less time finding the tickets that need their attention and fewer clicks responding. Now, agents can sort queues and take bulk actions with up to 50 issues at a time. Soon, agents will also be able to edit issues without clicking in and star favorite queues as well.
  • New, modernized portal for help-seekers (available now): Last year we launched a brand new customer portal with a fresh new look and ability to match your organization’s brand. Our customers loved the new experience so much that we made it the default experience.
  • AWS Service Management Connector integration (available now): We partnered with AWS to build the AWS Service Management Connector for Jira Service Desk (previously named AWS Servier Catalog Connector) - now available for free in the Atlassian Marketplace. With the app, users can request admin-approved AWS products from the catalog right in Jira Service Desk, while meeting governance and compliance requirements for admins. Watch the demo at Remote Summit (Login and search “Simplify cloud provisioning…” in the upper right bar).
  • Multi-lingual customer portal (coming soon): Our customers need to deliver exceptional service experiences for every employee - no matter their location or what language they speak. That’s why we’re working on a highly requested feature, the ability for the customer portal to display in the local setting of each user - so each and every employee can have a seamless experience.
  • Incident management (coming soon): At Summit, you may have heard about the investments we're making in Jira Service Desk Cloud. As we get feedback from Cloud customers on these new experiences, we’ll be bringing over the best and adapting them for Server and Data Center customers, starting with incident management. We’re hard at work on a powerful integration between Jira Service Desk and Opsgenie so that you can have one platform for IT support and IT ops teams to manage incidents and get all the context they need to support your most critical services.
  • Change management (investigating): We know how critical adaptive change management is for teams to streamline their workflows. We’re currently investigating how to reimagine traditional change management practices so teams can improve the flow of infrastructure changes to deliver greater value to the business. We’ll be closely watching how Cloud customers use the new change management functionality and monitoring their feedback so that we can bring the best pieces of that experience to Jira Service Desk Server and Data Center.
  • Data Center updates: Our Jira Service Desk Data Center customers can now take advantage of rate limiting, issue-level archiving, support for content delivery networks (CDN) and OpenID connect as well as advanced auditing coming soon - all of which ensure that your Jira instance is stable, performant, and secure as your organization scales.

If you’ve got more questions about these announcements, I’d encourage you to register for Remote Summit, so you can tune into some sessions and join our live Jira Service Desk Q&A chat room.

We’re always eager to hear your feedback on any of the above (which features are you using or excited about? what do you like? what would you change?), so feel free to leave your comments below. 

7 comments

Can't wait for some of the features to be available! We also want them on Single Server instances ^_^

Like # people like this

Hi @Mihai_Schwarz ! We are excited too, and our teams are hard at work delivering the above - I'll keep this post updated over the coming months as new features are released. Is there any specific feature you're most looking forward to? With the exception of my last bullet point, all these updates apply to Single Server instances :) 

Like Mihai_Schwarz likes this

The new Incident Management integration sounds very interesting, however we can't utilise OpsGenie due to our Server instances being on island networks that aren't connected to the internet. I assume this feature will still require some communication out to the internet for connectivity with OpsGenie? Are there any plans to make an offline version of this?

Ron_Chan I'm New Here Apr 28, 2020

@Michael Canning 

For Jira Service Desk Server customers - As we get feedback from Cloud customers on these great new experiences, we’ll be bringing over the best and adapting them for Server and Data Center customers. The first experience you can expect is incident management capability. To hear more about what that entails, register for our Remote Summit (it's free!) and watch the keynote session called, "Atlassian Data Center: Building for change and scale." To learn more about the newest features on Server and Data Center, check out this blog: https://community.atlassian.com/t5/Jira-Service-Desk-articles/What-s-New-in-Jira-Service-Desk-Server-amp-Data-Center-Remote/ba-p/1338620#M249

Hi @Michael Canning

Thanks for the question! Yes, the new integration between Jira Service Desk Server and OpsGenie will require connectivity to the internet as OpsGenie is a cloud-based product. While this is probably not the answer you were hoping for, we don't currently have plans to make an offline version. If that changes in the future, I will update this post :) 

Hi @Alyssa_Warren !

Great news to hear that the Multi-lingual customer portal will be coming 'soon'!
We have been waiting for this feature + a descent Confluence Knowledge base connection (Multi language) for a while now.
How will this work wirth the Confluence KB connection? With an addon or do we need to create various Spaces for each language?

 

Any news about which version of JSD this will be available and when can we expect this feature in JSD Server?


Thank you for your answer in advance...

 

Thomas Freriks
The Netherlands (and many other languages ;-) )

Hi @Thomas_Freriks !

Glad to hear you are excited about the multi-lingual portal. Us too! Our team is actively working on this as we speak. The best way to stay up to date on the timing is to follow the ticket, and I'll update this post as well as soon as it's released. This is roughly what you can expect based on what we shipped to Cloud: https://confluence.atlassian.com/servicedeskcloud/blog/2017/05/translate-your-customer-portal

The first phase of the multi-lingual portal won't include any changes to the Confluence KB connection. Currently, you can connect only one Confluence space to your service desk. So, when the multi-lingual portal is available, if you have multiple versions of the KB article in the same space but written in different languages, those articles can be surfaced.

We are currently considering work around improving the KB connection - do you have other requirements that come to mind when you say "decent"? Drop them here and I'll be sure to pass along.

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