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Better Together: Jira Service Management and Jira Software (Post Event Summary)


At the end of September we had a great event with @Kate Clavet and @Jeremy Cooley sharing how we can use Jira Service Management and Jira Software. Thank you to everyone who joined us for Better Together and we missed those of you who were unable to make it.  Great news for all - the video has been uploaded and is ready to view and share. 


Kate and Jeremy also took the time to find answers to questions we weren't able to address during the session.  Here they are:



One of our biggest challenges is that comments get added randomly between the Customer Request (in JSM) and the Software Bug Issue (in JSW).  Do you have any best practices or recommendations so that it isn't hard to follow the timeline of the conversation that has happened or so that responses don't get lost because it was "added to the wrong issue"?

Would need more clarity on “randomly” but a few things come to mind -

  • Have an agreed approach (or as close to one as possible, between the teams). For example, do you really need to push all the internal chatter on the JSW ticket back into the JSM ticket for the agent to see? Or just key updates, such as as status changing in the JSW ticket, along with comments on that transition? From JSM to JSW, you probably can just automate the customer comments into the linked ticket.

  • When using automation to push comments back and forth, you can limit the comments by filtering on public/private as well as through the link type, so there are different layers available - including adding your own link types. This may be what was meant in the question on “added to the wrong issue”. Agreement on how linked types are leveraged is also key here.

Is there a way in Jira Software project automatically find Similar issues and link them? I know there's an Automation rule for Similar issues on JSM, but I wonder if this process can be automated on Jira Software.

It’d be good to understand the use case better. For Jira Service Management the thought behind similar issues is to surface up repeat or widespread issues that may flag a major incident or potential problem.

On the development side, Jira Product Discovery can act as the hub bringing together various ideas that are then executed/built via Jira Software stories.

What process recommendations can share for Teams that are assigned work in both a JSM and JSW project?  (For example, there is no triage team and engineers are working the JSM tickets themselves.)


The Your Work landing page is a great starting place, as is a shared dashboard that goes across the various projects you work in. This can help you get an idea of where to focus your time, ensuring you are seeing beyond a single queue.

For those that live mostly in JSW, you can also use the kanban filters to bring in a variety of issues/tickets/stories/etc to your board. Letting your development team have a single view into all work assigned to them, regardless of project source.

The event is called better together. When it comes to change management or incident handling, woking together with dev teams is quite important. Is it possible to see which changes outside of JSM have taken place at a service? If yes, how are these connected to the asset or ticket?

We absolutely agree, you need visibility of all changes for maximum context. Jira Service Management offers deployment tracking to seamlessly create change requests when your team initiates deployments to selected services. You can even switch on deployment gating, requiring approvals before code is released to specific services and environments. To support these capabilities, we have out of the box integrations to CI/CD tools like Bitbucket Pipelines, Jenkins, Github, and CircleCI. In addition, there are over 200 integration points for your infrastructure & monitoring solutions which can auto-raise changes through our Opsgenie capabilities (included in JSM Premium & Enterprise).

This is also where Assets can really shine. Using your Application, Infrastructure, or really whatever the common element of Change is, you can connect all the things :allthethings: and get that information surfaced.

In the screenshot below you can see how a service is underpinned by different applications. As I move around the graph, I can easily see related issues of any issue type, from different projects and products.



Seeing this high amount of automations, it seems quite important to keep careful track of your service limits. Are there best practices on this?

Yes. You can use the Jira Cloud automation usage tracking to keep track of your limits and see which rules have the most executions that count toward your limit.


Are licenses issued for user groups not assigned an actual paid license? Is it more like a security group? Can you share the product guide again?

Licenses are assigned to users but access can vary by role.

These are great resources to review to help understand the layers:

Does the same concept apply to Data Center, where you don't need a jsm license to see jsm issues if you are given permissions to view issues in the project?


Below are links to resources that were shared during the event:


Thank you all for being a part of the Atlassian Community.  

Keep joining us for free in-person and virtual events:

1 comment

Kate Clavet
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
October 10, 2023

Thanks for having us, we had such a great time and had fun getting to see you all!🥳


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