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This is Jehan from Jira Service Management with a follow up to an issue create release that we had begun rolling out. While the majority of you provided overwhelmingly positive feedback, we did hear back from many of you that these changes made some experiences worse.
We take your feedback very seriously and have since paused our rollout to ensure we didn’t cause these unintended issues for any more customers than we already had.
In this article, I’ll first go over what was included in the rollout and the feedback we received, and what’s coming next to address your feedback and enhance the issue create experience.
Recently, we had started rolling out the following updates to the issue create screen:
Added a request type drop down to address the pain point of tickets being created without being mapped to request types.
Surfaced the request type configuration after a user selects a request type, so internal users get the same experience as end users on the portal.
While we helped fix the pain points of ensuring a request type is selected (where appropriate) and surfacing the request type configuration, there were four general themes of feedback detailing unintended consequences:
Change management: Many of you, quite reasonably, were looking for better communication of the changes given how critical issue creation in Jira is to most teams so they could inform their teams.
Incompatibility with Forms: As this new experience only shows what was configured on a request type, issues that were built entirely on forms were missing fields from forms.
Specific agent create experiences: We learned that many of you configured the underlying issue type configuration to provide a bespoke create experience for agents. Our release meant that agents were seeing the same experience as end users.
Tabs: More experienced users that use tabs found the new experience broke tabs for issue creation within Jira.
As a first step, we are releasing a toggle in the issue create screen that lets your agents decide whether they prefer to see the request type configuration or the underlying Jira configuration. This way, we still satisfy the majority of use cases where the request type configuration is preferred, while providing an easy opt-out experience for those of you who need the issue type configuration.
When an end user deselects the “Use request type fields” option, it will appear as if a request type has not been selected and that selection will persist for that individual user.
This new feature is compatible with the “Show fields” > “Custom fields” functionality that lets end users customise which fields appear on the issue create experience.
This new feature will be going live over the coming weeks and you will soon see an in-app notification informing you of these changes.
This fix will allow us to roll out the new experience out to all of you while ensuring it meets your needs. That said, the toggle is a temporary fix. We are looking to make improvements over the next year that will make Jira Service Management even simpler to configure while retaining the same powerful capabilities.
In the next 12 months, we will be looking into the following enhancements to the the issue create experience:
Full compatibility with Forms: We know that those of you using Forms need them to work with the create issue experience.
Agent-only fields: We know that many of you want the ability to create different issue create experiences for agents and help seekers. We will be looking into this.
Tabs: While we can’t promise to fully support tabs, we will look into how we might be able to solve this so agents can create issues with some level of pagination.
We would love to hear from you. If you would like access to the new toggle feature right now or would like to leave us feedback, please click on this link to start a conversation. Alternatively, feel free to start a conversation right here on Community by leaving a comment.
Thank you again for your patience and for your feedback that plays a huge role in the product development.
Product Manager, Jira Service Management
5 accepted answers