New feature: Gather data and add context for every change request with the Risk Insights panel

[#1]

TL;DR:

A new Risk Insights panel has been added to the change management workflow. Agents can now quickly scan the services related to any change request to find related incidents and conflicting and upcoming changes on the service.

The launch of a new Risk Insights panel to all Jira Service Management cloud customers began in April and is now complete.

This feature is a new way to gather data, add context, and identify risks for every change request. A risk is considered any event that might impact the reliability of the services that are affected by a change request. Risks include recent and ongoing incidents or a conflicting or upcoming change that’s scheduled for the same timeframe.

Historically the risk assessment process has been manual and time-consuming. The Risk Insights panel leverages the power of services that are shared across the Atlassian platform. This means timely information related to the service in question can be surfaced to the right person at the right time, including current incidents or upcoming changes in the context of a change request.

Benefits of the new Risk Insights panel:

• Automate data gathering: With the click of a button, the Risk Insights panel tells you what’s happening and when so you can confidently assess and complete each change request more efficiently.

• Deeper context: the Risk Insights panel provides the change approver with all of the details needed to make an informed decision and mitigate risk for each change.

The Risk Insights panel has 3 tabs; Risk Summary, Changes, and Incidents.

The risk summary tab contains a summary of risk elements such as the conflicting changes and the incidents on the affected services. The Changes tab contains information about conflicting and upcoming change requests (i.e. other change requests which have intersecting time frames based on their planned start and planned end dates), and the Incidents tab contains information about ongoing incidents and recently resolved incidents on the affected services.

Note: The Risk Insights panel pulls incident and change data based upon the affected service field on the change request. You must set a “planned start date” field and a “planned end date” field, otherwise, a message appears asking you to add an affected service before data can populate the panel.

After the initial scan, the risk elements information can be updated by using the refresh button. Also notice that the tabs show the latest scan dates.

If you edit the affected services, planned start date, or the planned end date fields, the tabs will be reverted back to the initial empty state, and the scan button will re-appear.

Have you tried the Risk Insights panel? Please leave your feedback in the comments section below, and check out the product documentation for more details. 

[Carmen Nadeau]

@Shaun Pinney this looks awesome

Will this be available in DC ?

Carmen

[Sue Lund]

Is there a way to hide this panel?  We don't have insight all setup, yet, and it causes confusion.

[Shaun Pinney]

Hi @Carmen Nadeau this is available for Cloud only.

Hi @Sue Lund , Can you tell me more about how you are trying to use this in conjunction with Insight?

This feature is powered by Services - it scans your services looking for recent Changes or Incidents and then surfaces those in the context of a new Change request that has come in. 

[Sue Lund]

Sorry - not necessarily Insight.  The Services are not something we are using, yet.  We will be once we have Insight setup.  We're not using them in OpsGenie yet, either.

[Shaun Pinney]

got it, thanks @Sue Lund I don't think there is a way to hide it in the meantime. Once you get Services set up it will become useful for you and your teams