Jira Service Management Data Center Release Wrap-up

[#1]

The Jira Service Management Data Center team has been on an exciting journey over the past year! 🎉

Our primary focus has been on boosting security, improving performance, and enhancing scalability. However, we also want to highlight some of the other product enhancements we've made. These updates focus on:

• Addressing friction areas in managing Assets scale

• Enhancing key user journeys

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Managing Assets Scale

📦 Assets Archiving

Assets archiving was released in 5.15. The feature enables Assets users to securely archive objects, with new archiving actions and triggers also added to Jira automation in 5.16. Archiving improves instance performance and searchability.

⛓️ Assets Parallel Imports

From 5.13, you no longer need to wait for an import job to finish before starting the next one. You can now run multiple imports simultaneously on your single-node or multi-node Data Center instance to accelerate Assets data imports. You can now be assured that scheduled imports will run on time, even if an earlier import is taking longer than expected, or even initiate manual imports when other scheduled imports are running.

A sneaky mention, but it’s also worth noting that we also shipped dedicated node for imports all the way back in 5.9. This configuration allows you to opt in for a dedicated node for resource-consuming imports, allowing you to control the overall performance of a pool without scaling up every single node.

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Enhancing Key User Journeys

⭐ Queue Favorites Agents can now star queues, enhancing the way agents access and manage frequently used queues. This feature enables the prioritization of key queues by showcasing them in a dedicated section above all other queues. Released in 5.13	✍️ Queue Inline Editing Agents now have the ability to edit request details inline from the queue view rather than navigate to the issue view each time. They can transition the request status and modify other details like assignee and priority directly from queues. Released in 5.13
🔗 New Create Linked Issue Screen We introduced a new Create linked issue screen that allows agents to easily create and edit linked issues in both Jira Software and Jira Service Management projects. This improvement allows all fields found on the Issue Create screen to be displayed when creating a linked issue, including support for customizing visible fields. Released in 5.10	📘Link Multiple Confluence Spaces We've given project admins the ability to link multiple Confluence spaces, enabling a more comprehensive knowledge base. This feature empowers both agents and help-seekers by providing access to a broader range of articles, enhancing self-service capabilities. Released in 5.11
📋 Clone Queues Setting up a new queue from scratch and configuring its columns and filters can be a time-consuming task, especially when you need the new queue to closely match an existing one. Project admins can now conveniently clone queues within the same project and customize these queues to meet specific needs. Released in 5.10	🏷️ Identify Request Types by Groups We've added request type group tags on the customer portal to give help-seekers more context, making it easier to choose the right request type and navigate to the appropriate support channels. Released in 5.10
@ Mention Customers from Issue View Agents can now mention customers directly from the issue view without switching to the customer portal view. When you mention a user who isn’t a participant of the request within the issue description or an external comment, they will be added as a request participant.  Released in 5.14	✏️ New Editor in Assets We updated the editor in Assets to create a more modern and consistent experience that better aligns with the editor in the rest of the Jira Service Management UI. Released in 5.11
🗓️ Custom Date Range for Reports Project admins and agents can now analyze data for custom time periods by selecting specific date ranges in addition to the preset options in service reports. Released in 5.11	📈 Request Type Field for Dashboard Project admins and agents can now add the Customer Request Type field to dashboard gadgets to easily visualize workloads based on request types. Released in 5.10
📊 Optimised Workload Report Workload reports previously experienced delays or timeouts due to fetching all agents' workloads. To reduce the load, we’ve added filters that display only agents with assigned issues by default. You can adjust the search filter to view all agents' workloads when needed. Released in 5.16	📌 Pinned Comments Agents can now pin comments in Jira Service Management. This feature, previously exclusive to Jira Software, has been expanded to include Jira Service Management. Released in 5.16

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Stay Tuned!

Stay tuned for more product updates and enhancements! 🚚 ✨

We're thrilled about the upcoming Jira Service Management 10.0 release and can't wait for you to explore the exciting new features in this latest upgrade. Here are a few highlights:

• Change calendars

• Request Type as a setup field

• Global view for Assets imports

• Dark theme (Beta)

[Dave Mathijs]

Sorry @Divyanshi , but I'm expecting (much) more front end (key user) features for that price range per user per year. I'm not "excited" at all... Nothing personal towards you to be clear, thanks for sharing the updates. Just my two cents as a solution partner.

[Reese]

@Dave Mathijs 

Aye, just shove Cloud down our throats, x3 the price, stagnate the product line, and don't even expand portfolio... Work Management, Compass, etc, etc