An update on Jira Service Management customer feedback – September 2022
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16 February 2023: Thanks for your interest in helping us shape and improve Jira Service Management. There's a new Update on Jira Service Management customer feedback – February 2023 now available, so this older article may no longer be actively monitored. |
G’day Atlassian Community!
As I mentioned in my previous post, your feedback – whether it be reporting bugs, suggesting improvements, or commenting in the Community – plays a huge role in shaping the future of Atlassian products. We consider you part of our team, and we want to make sure we continue the conversation and share updates on what we’ve been working on to address common areas of feedback we receive from you for Jira Service Management Cloud.
Without further ado, let’s jump in!
Usability and efficiency
“I would love for it to come with suggestions and templates of automations. Also, it'd be nice to have a notification about new features and how to use them. A quick guide on how to use jira as an agent and best practices would be very appreciated too.”
We’re always looking for ways to make Jira Service Management more intuitive and easier to use and investing in features that improve usability and efficiency. To reduce the time it takes to learn how to use Jira Service Management effectively and make sure you get the most value from the product, we’re also continuously working to improve our guides and documentation (including a new Agent onboarding guide, in response to feedback like the example above).
WHAT WE’VE SHIPPED
- We’ve enhanced Insight capabilities with object attachment support, QR code generation for objects, and comments on objects. Love a QR code? You can now scan QR codes to automatically add details to the Insight object field in service management projects. This feature provides a quick and error-free way to search and add asset information in the insight object field and removes the onus on the user to remember the right object label and property value.
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The new create issue experience encourages your agents to select a request type when creating tickets and soon the request type configuration will appear on the issue create experience. This means issues will no longer be accidentally created without a request type, and thus will appear on the portal, customer notifications will fire and SLAs will work as intended.
WHAT’S COMING NEXT
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We continuing to build out our new Forms feature so that it supports more of the core Jira fields. We’re actively working on supporting multiple Attachment fields within a form, allowing rich text responses to paragraph fields, and adding Insight and Label fields to forms.
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We're improving the experience of user configuration, fields, workflows, and request types, all while improving the look and feel to deliver a cleaner overall experience with the portal, issue view, and configuration.
Set up, configuration and administration
“Some of the configurations can be relatively convoluted to find. There are also some the granular controls does not exist that in my opinion should. Otherwise it is well made product that is a pleasure to work with.”
We’re continuing to invest in making Jira Service Management easier to configure, set up, and manage – whether it be expanding administration capabilities or enhancements that make the product more intuitive.
WHAT WE’VE SHIPPED
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Admins in Premium and Enterprise plans now have access to Topics, a new help center feature. Topics allow admins to simplify the way end-users navigate content in the help center. Admins can create topics and group request forms and knowledge articles from different portals in a way that is meaningful and enables end-users to easily and quickly find the resources they're looking for. Learn more about how to create and manage topics and how to manage the visibility of topics.
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We now have an open early access program that will enable you to change the issue type or workflow of a single request type with ease. This feature is expected to launch to all instances late this year / early next year, but you can get access now by joining the EAP.
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We're excited to release a new capability that will enable project admins to add links to external resources on their Jira Service Management portal. Add links to helpful knowledge articles, communication channels like chat, request forms, and more from tools outside Jira Service Management.
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Safe customer notifications in Jira Service Management allow you to redact content from your email notifications to help you meet your organization’s compliance needs and protect your and your customers' data managed in your service projects. We understand the need to be assured that your data is not only secure, but that it’s also being used in a manner that’s compliant with laws and regulations, and we hope that this feature helps us achieve this.
WHAT’S COMING NEXT
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We are growing our range of project templates to empower any team to fast-track their project setup and manage incoming requests with ease. Soon, when creating your next Jira Service Management project, you’ll have three new project templates to choose from Finance service management, Marketing service management and Analytics service management.
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We're improving the administration of Atlassian Cloud products and starting to centralize user management across our core products including Jira Service Management to give more visibility of what a user has access to and how different groups affect that user's access. We want your admin hub experience to be simple, fast, scalable and expandable. You can find out more about our plans for simplifying administration, centralized permissions view and granular admin roles on our Cloud Roadmap.
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We understand that navigating to other pages to find the field you want adds complexity and challenges to setting up fields, so we’re prioritizing work to allow Jira admins to access all the available fields within their instance in the right-hand panel of a request type.
Tracking, reporting & representing work
“It makes the system of managing tech issues much easier. We have reporting that shows us what the major tech issues we are having with our platforms so good for statistics.”
To deliver the advanced data and reporting needs our customers have shared, our team has been building a data lake across the Atlassian platform and integrating enhanced analytics and visualization capabilities into Jira Service Management.
WHAT WE’VE SHIPPED
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We have now launched Atlassian Analytics and the Atlassian Data Lake in Open Beta for Enterprise Cloud customers. 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 of data in Jira Service Management, Opsgenie, and Insight; and features that facilitate exporting data, sharing and emailing dashboards, and connecting to third-party data sources.
WHAT’S COMING NEXT
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Atlassian Analytics and Atlassian Data Lake will be generally available for Cloud Enterprise customers in the coming months. Learn more about setting up Atlassian Analytics as a Cloud Enterprise customer.
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Soon, additional Opsgenie data will be available to use for custom report creation.
Navigation and search
“Searching is good but not perfect.”
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.
WHAT WE’VE SHIPPED
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The new Insight landing page offers a rapid search capability allowing you to easily surface the object, object type, or object schema you're after. You can also quickly return to objects you have been working with (without the need to search) by using Recent objects. Learn more about asset and service management with Insight and how to search for objects and object types.
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It’s now possible to filter issues based on the number of forms attached or submitted, which makes it easier to find issues that still need to be worked on. It is also possible to export forms with Jira fields to XLSX.
WHAT’S COMING NEXT
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Our primary focus on navigation and search is helping customers to find their issues easier and faster. We hear that sometimes the quality of search results can make it harder to find and access your work. We are exploring the best way to improve JQL Phrase Search so we can provide more accurate results when searching for a phrase. We’ll provide an update on this when it’s ready.
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We continue to explore improving advanced search in Insight using IQL (Insight Query Language), the ability to filter by assets linked with open requests, and the ability to save searches as filters. Follow the progress via our Cloud Roadmap.
Technical performance
”Navigation can be a little bit slow some times. Not terrible but quicker loading is always nice.”
We understand how important it is to ensure a fast experience, at scale, for all teams using Jira Service Management and we’re taking steps to address areas that can lead to certain experiences feeling unresponsive or slow.
WHAT WE’VE SHIPPED
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To improve queue performance in Jira Service Management, we've changed the way that queue issue counts are loaded. Refreshing in time-boxed batches allows us to identify underperforming queues, and protect queue performance for all agents. The next step will be changing queue limits by managing the number of queues allowed in Starred and Team Priority sections.
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We're taking steps to reduce waste in Jira Service Management-centric experiences by reducing the number of queues 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.
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We’ve also reworked memory consumption in Insight to support up to 1 million objects without compromising performance.
WHAT’S COMING NEXT
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We know there's a demand for the ability to support more agents in Jira Service Management Cloud. We currently offer an Early Access Program (EAP) for organizations with 5k - 10k agents and our plan is to make 10k agents publicly available by the end of the year. Shortly after that, we will offer a 10k - 20k EAP.
Integrations and extensibility
”I would love to see improved integration with Confluence for knowledge base sharing. Specifically, the ability for customers to view kb pages in Confluence (not through the portal) without having to make those pages fully public.”
Customers regularly tell us they rely on a mix of apps and integrations to cater to unique use cases and extend the value they get from Jira Service Management, so we continue to invest in core features and native functionality to meet your evolving needs, while also enabling teams to add more advanced or specifically-tailored functionality with apps and integrations.
WHAT WE’VE SHIPPED
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We released a native knowledge base powered by Confluence to offer 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 or explore our collection of templates.
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Apps play a critical role in helping teams, agents, and customers come together to get work done and solve problems. With the ability to build Jira Service Management apps on Forge, developers now have a new way to build faster, more securely, and with less overhead. Find more details on what’s new, what you can build, and the demo, or view the Forge roadmap for developers to see what else is in the works for Forge.
WHAT’S NEXT
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We intend to keep investing in core features and native functionality to meet your evolving needs, while also enabling teams to add more advanced or specifically-tailored functionality with Marketplace apps. We’ll continue working with Marketplace Partners to make sure their cloud apps support your needs. We keep shipping new APIs and investing in app security, support standards and reliability programs. For more detail on Cloud Fortified apps, visit Marketplace App Trust and check the Atlassian Marketplace to see which apps offer a FREE version for teams of up to 10 users.
Thanks again for all your feedback. We’ll continue to share the work that’s happening with more Community articles like this. Watch this article to receive a notification when there’s another update next quarter and in the meantime stay across what we have planned for Jira Service Management on our Cloud Roadmap.
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