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Chart-Topping Hits: All Product Announcements from High-Velocity ITSM

CSD 2223 - ITSM Blog 1 Hero Product Recap 1120x545@2x.png


Today at Atlassian Presents: High-Velocity ITSM, we announced a host of new features to supercharge modern operations and support teams. Many of these capabilities are already live, with others slated to ship early next year. See this event recap post from Shihab Hamid, Head of Product, view the full list of features below, or register here to catch the event on-demand starting December 13.


Deliver Showstopping Service Experiences

From IT to beyond, we empower every team to provide exceptional support to employees and customers. Here’s what we announced to supercharge all these teams:

Pre-built templates for Marketing, Finance, and Analytics teams. Setting up a new service desk has never been faster. These templates join an existing roster across HR, Facilities, Legal, and Customer Service, enabling business teams to quickly and easily build workflows to handle everything from campaign kickoffs to financial reporting requests.

Low-code / no-code and embedded forms: Forms help teams create dynamic service request workflows, minimizing the back and forth between agents and help-seekers, streamlining data capture, and enabling better automation.

We’re adding to this power by introducing the ability to connect these forms deeply within other parts of Atlassian products like Trello, Confluence, or even Atlas. This unlocks so many possibilities for all kinds of teams.

Enhanced employee portal view. Gather and present useful information and links together into topics on the front page of your help center. For example, you might want to organize everything a new hire needs to get started. From knowledge base articles in Confluence, actions in Workday, getting started guides on YouTube, and of course request forms, from Jira Service Management!

Chat for all. Conversational ticketing, or the ability for employees to open a support ticket from directly within Slack or Microsoft Teams, is now available in all Jira Service Management plans, including Free. No need to navigate a portal, or bounce around between email replies. This is seamless conversational help for both agents and help-seekers.

Early access for virtual agent technology. We’re excited to announce virtual agent capabilities from our acquisition of are making their way into Jira Service Management. We’re kicking off an early access program for a limited number of customers next month and can’t wait to share more about our plans for availability at Team '23.


Accelerate Dev + IT Workflows

We continue to build on our unique ability to connect Development and IT Operations. Here are enhancements to further streamline work across these teams.

Incident response on-the-go. Teams can receive new mobile device alerts, edit on-call schedules, escalate major incidents, swarm and update teams on timeline and notify stakeholders - all via mobile device.

Post-incident review templates. No more starting from scratch. Simplify PIRs by automatically populating a pre-built template that pulls in all the key information from an incident. Quickly export to Confluence for discussion and further collaboration.

Smart links for PIRs. What’s even cooler with PIRs in Confluence is the ability to embed key information like flow charts or crisis comms diagrams from tools like Miro, Mural, or Figma directly into those PIR templates.

Automatic change requests for GitHub, GitLab. Our list of supported CI/CD tools continues to grow. Say goodbye to manual change requests across Bitbucket, Jenkins, CircleCI, Octopus Deploy, and now GitHub and GitLab.


Service Management At Scale

In addition to the enhancements above, we’re working hard at the platform level to ensure our solution supports the largest of enterprise customers.

20K agents and 3M assets. In 2023, we’re looking to expand the upper limits of both agent and asset counts. Support for 10K agents is entering early access in the coming months.

Data residency support for Australia, EU, Germany, and United States. Customers will have a single control point for ensuring Jira Service Management is geographically located where it needs to be. Our roadmap for supported regions in the future includes the UK, Japan, France, and Canada.






Jack Brickey Community Leader Dec 08, 2022

I am anxious to participate in the digital experience next week. In the meantime keep the announcements coming!

Is supported, or only GitLab Enterprise (DVCS connector)?

Hi. When is the new portal experience going to be available please? Apologies, I missed the rollout date when I was at the event, and can't see it on the Cloud Roadmap. Thank you.

Hello @Grady Gausman , in the recap post there is a mention about an advanced approval engine, can you elaborate on if these advanced approvals will have the ability /option for some approvals to be configured as percentage-based?

E.g. only 25% of selected approvers are required for the approval to pass, etc.? 



Charlie Misonne Community Leader Dec 14, 2022

The release of Assets in Forms was also announced (Q1 2023 according to the website).

Is it still possible to get early access to this feature? I'm eager to try it out.

Like Gabriel Lences likes this


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