Announcing Lighthouse Program for AI-powered "Suggestions" in Jira Service Management

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Hello Atlassian Community,

We’ve been hard at work exploring ways to use AI to enhance the productivity of service and operations teams. Would you like to join us?

We want you to try the latest Suggestions feature in Jira Service Management and share your feedback in a new Lighthouse program. Being a part of the Lighthouse program represents an opportunity to help shape this capabilities' development. Plus you can never have too much fun talking about suggestions for Suggestions, am I right? 😆

Need a refresher on the Suggestions capability? We’ve got you covered. 👇

Suggestions is an AI-powered capability that will change the way service teams handle requests and operations teams manage incidents. Suggestions is an AI-powered capability that learns from past requests and incidents to offer timely recommendations on what the user should do.

Suggestions for Service Requests

With Suggestions, service agents can efficiently familiarize themselves with a request and get ready to take action with the help of AI. In the Suggestions panel, they will find:

• A summary of the request's history

• Relevant details about the reporter and associated assets

• Actionable steps to resolve the request

• A quick action panel for:

  • Setting priority

  • Identifying other agents to whom the issue can be assigned

Suggestions for Incidents

When managing incidents, every second counts. With the help of Suggestions, incident responders can significantly accelerate their response times with AI. In the Suggestions panel, they will find:

• A summary of events

• A quick action panel for suggestions:

  • Updating priority

  • Adding responders

  • Marking the incident as a major incident

  • Setting severity

  • Adding affected services

  • Running automation rules

  • Creating problem identification ticket

Enabling Suggestions

To turn on suggestions:

1. From your service project, select Project settings, then Features.

2. Enable Suggestions.

After the feature is enabled, the suggestions will be automatically available on the issue view.

Join the Lighthouse Program

As mentioned earlier, we are launching a Lighthouse Program, in which our Atlassian Product Management team will collaborate closely with a select group of customers to enhance and refine this feature.

If you're interested in joining the Lighthouse Program, please complete this form.