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28 September 2022: Thanks for your interest in helping us shape and improve Jira Service Management. There's a new Update on Jira Service Management customer feedback – September 2022 now available, so this older article may no longer be actively monitored.
Hi! I’m Shihab 👋🏽 Many, many years ago I was the first product manager working on what today is Jira Service Management.
In the early days, we listened and learned from our customers and landed on the idea that if we could connect non-technical requesters to those that fulfilled requests, we could open up the Jira workflow platform to a whole new category of use cases. Today, we have a product that’s being used by over 40,000 customers and recognised as a visionary in the service management space.
But we’re not done!
We’ve been working hard to continuously improve Jira Service Management Cloud. The feedback you provide is essential in helping us identify opportunities to better our products – from reporting bugs, suggesting improvements, or commenting in the Community – we’ve been listening.
In this post, I’ll touch upon some of the most common areas of feedback we’ve received and share an update on what we’ve shipped recently to address them. I’ll also provide some insights into the next steps we’re taking to make Jira Service Management Cloud even better.
”Forms are pretty intuitive and I have found I am able to do almost everything I need to relatively easily.”
We hear you loud and clear when you say you want us to make Jira Service Management easier to use or more intuitive. In addition to investing in features that improve the usability of Jira Service Management, we also are continuously working to improve our in-product help as well as our guides and documentation.
We’ve released four new form automation components last month to provide you with even more flexibility when building automation around forms:
You can find these new automation components in your instance by visiting Project Settings > Automation > Create rule. Check out this video for everything you need to know to get started building your new automation rules.
To ensure you can perform core tasks effectively and efficiently, we’re raising the bar on the look and feel and working on features that will contribute to a cleaner overall experience with the portal, issue view, and configuration.
We will be working on improvements to our guides and documentation for Insight. We will also be renaming Insight to Asset & Configuration Management (or Assets for short) to make its purpose clearer.
We're also improving the experience of configuring users, fields, workflows, and request types and will share updates in the Community and on our Cloud Roadmap as our plans move from discovery to delivery.
”The customer permissions also need to be more fine-grained. It seems like we can give them access to everything or nothing - and there should be a middle ground.”
Another key initiative based on your feedback is improving admin and customer management capabilities. We’re shipping features to help you fine-tune access, notifications, visibility, and more across our products.
Without visibility across different products for a single user, it’s hard to get a full picture of their access. New capabilities for organisation-level user and group administration mean that you can now have a single location to manage user access across Jira Software, Jira Service Management, and Confluence. And we’re one step closer to centralising all user access information, not just for our core products. For more detail on how we’ve simplified admin screens, check out this article.
The ability to customise the frequency and content of notifications that end-users receive is really important as they rely on these to track their requests and approvals. We added capabilities to help with the reduction of email notification failures in addition to features that allow admins to customise the content of the email and the sender name. We have also made it easier for end-users to access attachments of an email.
We know that setting up fields can be challenging, given the complexity of screens. We will soon allow Jira admins to access all fields on their entire instance on the right hand panel of a request type. No more navigating to other pages to find the field you want.
We’ve considered the primary use cases for managing customer accounts and are focused on delivering features that make them work. This includes SSO for External Customers, allowing organisations to connect third-party user directories for accessing their Jira Service Management Help Centre, domain-based sign-up for internal customers, and domain restricted sign-up for external customers. Keep up to date with progress in our best practise vision post.
More granular admin roles, centralizing permissions, and simplifying administration will be a major priority for the team moving forward. You can find out more about our plans for granular admin roles and centralized permissions view via our Cloud Roadmap for Administration and Community articles.
Additional failure tracking and customization options for customer emails. You can learn more about our plans to improve notifications on our Cloud roadmap. We are also working on further improvements to customer management through email domain organization group filtering and allowing groups to be used for permissions and sharing. Learn more about choosing the right approach to customer management here.
We’ve recently formed a team to focus on a problem area of early service desk configuration so we can help admins experience value from the product as soon as possible and have already identified specific actions to take based on customer research.
"It would be nice to have the ability to create more specific reports, without having to create a JQL query. This would allow some of the less tech-savvy users to really utilize the filters feature without having to ask for help.”
We’ve heard from customers with advanced data and reporting needs that want the ability to create custom reports with data from Atlassian and third-party products. Our team has been working on integrating enhanced analytics and visualization capabilities into our suite of products as well as building a data lake across the Atlassian platform.
We’ve also made some performance improvements to our existing reports within Jira Service Management and Opsgenie.
We’re launching Atlassian Analytics' Open Beta for Enterprise Cloud customers this quarter. As part of this offering, customers will have a range of out-of-the-box interactive dashboards; the ability to create custom reports to track capacity and efficiency with SQL or no-code visualization; and features that allow exporting data, sharing dashboards, and connecting to third-party data sources.
“Dealing with complex tickets and it's no fun to work with unformatted text.”
We feel you. Text format should be the least of your worries. We have a handful of updates here to improve your experience.
We’ve recently added a rich-text editor on the Portal request form and the ability to @mention users on the request form fields for Portal users in response to feedback on the request submission experience. Now a help-seeker is able to tag or mention relevant users on a request.
While we’ve heard a mix of feedback from customers around re-sizing and manipulating images, adding and referencing attachments, and collaborating on Media, our recent focus has been on improving the performance, reliability, and scale of Media. We’ve made strong progress in increasing reliability when uploading a file, viewing a file on a page, and previewing. We can now support much larger Cloud instances and our focus on reducing Media’s bundle size contributes to a much faster experience.
We’ll continue to improve reliability, performance and scale while shipping features related to manipulation, capture and collaboration on Media. There’s more detail in this blog post, and we’ll continue to provide regular updates in Community and on our Cloud Roadmap.
“I am unable to perform customized search and the attributes available to get what I need is limited.”
Insight provides a huge amount of flexibility in how you can structure your assets and configuration items. However, we understand that in order to fully harness its benefits you need to be able to surface the assets you need quickly and easily.
We recently launched a new Insight landing page with a rapid search capability allowing you to easily surface the object, object type, or object schema you are looking for. We also added a Recent objects view allowing you to return to objects you have been working with without the need to search.
We will continue to explore adding new search features to Insight with a focus on advanced search using IQL (Insight Query Language), the ability to filter by assets linked with open requests, and the ability to save searches as filters. Stay up-to-date on how work is progressing on our Cloud Roadmap.
”I find the page loading quite frustrating. It loads a field, then it moves around as other components load - which makes it hard to set up a new issue quickly.”
We understand that when certain experiences within Jira Service Management are perceived as slow or unresponsive like queues and SLAs, this can be the result of asynchronous actions or significant load. We want to ensure a fast experience at scale for all teams.
Recently we shipped changes to queues that allow teams and individuals to promote the content most valuable to them, saving time waiting for unwanted content to load. There’s more detail in this article.
Furthermore, we're taking steps to reduce waste in Jira Service Management-centric experiences by focusing on queues and reducing the number of queues that are regularly polling for updates when not required by the user, optimizing SLAs to reduce processing overhead, and partnering with Jira Platform in the extraction of the Issue Service.
We have fundamentally reworked memory consumption in Insight to support up to 1 million objects without compromising performance.
We have a clearer picture of how the Jira UI is impacted by the weight of the application and that this may result in slow page load or experiences for some customers. Teams are working to optimize load experience and improve responsiveness, especially for those with lower spec computers or browsers.
Lastly, there is a general demand for the ability to support more Agents in Jira Service Management Cloud. We know that the current limit in the Cloud of 5k may be preventing some customers from migrating to Cloud. We currently offer an Early Access Program for organizations with 5k - 10k Agents and have developed a technical assessment process for validating organizations who are good candidates for the program. We’ll continue to share our progress here in Community and on our Cloud Roadmap.
”Love the integration with our JIRA scrum tools; it's very easy to take service items and associate them with new bugs and features for the dev team and for them to refer back to the service tickets that warranted the scrum tickets.”
One thing we love about Jira Service Management is its flexibility and extensibility with apps and integrations to cater to unique use cases. However, we also understand that some of you would like for us to provide more features natively and so we’re continuing to add new features to best meet the evolving needs of our customers while also working to improve the app experience.
To make knowledge creation and management seamless for your team, we’ve released a native knowledge base in Jira Service Management that is powered by Confluence. This includes the ability to create, edit and publish knowledge articles natively in Jira Service Management while leveraging Confluence’s rich editor capabilities and better rendering of articles in the help center. Learn how to set up your knowledge base with Confluence or check out some of our templates for getting started on the knowledge base.
In addition to the recently released FREE price point for 1-10 users on Atlassian Marketplace, we’ve launched new pricing tiers and also reduced the price multiple from $.05 to $.01, so partners can get more granular with pricing for larger companies. We hope these updates help you better customize your Atlassian products according to your needs. To find out which apps offer a FREE version for teams of up to 10 users (we’re up to almost 900 Cloud apps offering this), visit the Atlassian Marketplace.
We know the ability to use Forge to build apps for Jira Service Management has been highly requested by Forge users, and this work fits with our larger strategy of enabling Forge across Atlassian products. Get Started with Forge for Jira Service Management provides more detail on what’s new, what you can build, and a demo to help get you started. If you want to hear more about what else is in the works for Forge, we invite you to watch the Forge roadmap for developers.
So, once again, thank you all for your feedback - we truly take it to heart and it helps us shape and improve Jira Service Management and other Atlassian products for all teams.
When making decisions about what to prioritize, we combine your feedback and suggestions with insights from our support teams, product analytics, research findings, and more. Coupled with our longer-term product and platform vision, it contributes to how we determine what to implement and its priority order.
There are plenty of exciting improvements to come! We’ll continue to share the work that’s happening with more Community articles like this and in the meantime, you can also stay across what we have planned for Jira Service Management on our Cloud Roadmap.
Head of Product, Jira Service Management