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Webinar now on-demand! Jira Service Management for software development teams

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Update: August 2nd, 2023

Thank you to everyone who registered and joined our webinar last week! We hope it was helpful to you! The webinar is now on-demand and can be watched anytime right here. 


Below is a recap of the questions and answers from the webinar. And if you have a follow-up question please post it in the comments below.




when you use JSM for other departments are they actual modules or they templates? Great question! It’s just a template in Jira Service Management, no additional modules need to be purchased. We have templates for lots of different teams, such as IT, customer service, marketing, legal, finance, and several others. Check out our available templates here:
When will the recording be available, I want to have the rest of my team watch it. The recording is available now at 
Does everyone needing to use Service Management need to be provisioned either in Jira Software or Jira Service Management? Are non-licensed users (such as stakeholders who do not use Jira) allowed to create/report Service Requests?

Great question. Customers (or the requestors) of your service desk are always free. Depending on the features needed, a Jira Software user may or may not need a Jira Service Management license.

Collaborators, for example, are Jira Software users who don’t have a Jira Service Management license but have the ability to view JSM issues, add internal comments, watch issues, etc, as long as they have the correct permissions. On the other hand, an agent is a licensed user in Jira Service Management that fulfills the work and communicates with customers directly.

I recommend checking out this page with an overview of user types and roles to better understand this user distinction:

Do these approvers need a license? No - you can extend approvals to your business users and customers - for free! Check out our documentation here:
Is your alerting connectable to PagerDuty? Yes, we have connections to PagerDuty. See our Marketplace apps here:

Note that Jira Service Management Premium and Enterprise include Opsgenie functionality at no additional cost. Check out this page to compare Pagerduty with Atlassian’s Opsgenie: Opsgenie vs. PagerDuty | Atlassian
Can JSM work in tandem with ServiceNow (which is already present in our company for Operations)?

Yes, it can! Through our Opsgenie connectors, we support a bi-directional integration which you can learn about here:

In addition, you may find our Balancing Multiple ITSM Systems whitepaper useful:

Does smart commit work in bitbucket datacenter or only cloud? Yes, it works in both Cloud and Datacenter. Check out this page for Datacenter:
Will this recording be available afterwards? - need to drop for a meeting Yes, the recording is available now at 
Are teams defined in the opsgenie the same as the one defined in Assets?

Yes and no. The responder teams for a Service are indeed the same teams from Opsgenie.

Unopinionated assets, however, don't currently have a “team” attribute type but you can use text or even group to mimic similar functionality. As the team concept continues to spread across the platform I’m sure we’ll see some updates in the future.

Do you have configuration roadmaps that mirror this demo? I'd like to set it up in our sandbox and demo for management

Our University courses cover much of what we showcased. I’d recommend these free courses to get started:

If you are interested in only portions, here are the guides for each theme shown:

Setting up requests & portal (intake):

CI/CD & Change Enablement:



For community leaders and partners, this is part of the One Atlassian demo kit.

Also, do you have this project in the demo available as a reference? Would like to define Services and use the reference of your project

Not at this time, but we will share this feedback with our product team. It’s a great idea!


We have the whole suite of Atlassian offerings. Confluence, Jira Cloud and Jira Service desk. How do can we get them to work as one in MS Teams as a single app?

If you aren’t using it yet, we’d recommend adding to your instance, allowing notifications to post directly in Teams from across your Atlassian solutions.

For Jira Service Management, we’d also recommend you use it for:

For Confluence, check out this free app:

What template would you recommend to start with to track Incidents or findings out of a User Acceptance Testing phase?

If your users are internal employees, you may want to check out It’s designed for IT teams, DevOps, or any team looking for a powerful service management solution with incident and change management capabilities. This template handles service requests, resolves incidents, approves changes, and fixes problems using ITSM best practices. You can always hide the default requests from the portal and make them visible when you’re ready to use them.

If your users are external, you should also check out the new which has a template as well .

Is the JSM "Collaborate" feature available in cloud production? How is it set up? Yes, it is! A Jira Software user just needs to be added to the Service Desk Team role in Jira Service Management. Simply go to Project settings > People and add the relevant users to the Service desk team role.

Can you point me to a WP on how JSM and ServiceNow are integrated? While not specific to ServiceNow, our balancing multiple ITSM systems whitepaper is sure to help. Check it out here:  
Do collaborators need product access for JSM? No, they only need a Jira Software license and the correct permissions established in Jira Service Management (they just need to be added to the “Service Desk Team” role in Jira Service Management). Simply go to Project settings > People and add the relevant users to the Service desk team role.

Check out this page on project roles:  
I guess this is the same question. A step by step to set up the projects configuration

Our University courses cover much of what we showcased. I’d recommend these free courses to get started:

I also recommend checking out these:

Here's the scenario: 1) A support ticket is raised in ServiceNow 2) A JIRA is created with the details of the ticket (post-JSM triage) 3) A GIT branch is created for the Jira 4) Updates are checked in 5) The JIRA is closed 6) The ServiceNow ticket is closed. 1 & 2. Raising a corresponding Jira Service Management issue from ServiceNow can be accomplished in a few ways, such as:

3 & 4.

5 & 6. Automation with triggers on either the DevOps or status transitions.

Biggest challenge is that configurating between Atlassian products... any help there useful We have quite a few guides that outline integrations between products. A few that I recommend:

Jira Software and Jira Service Management:

Jira Service Management and Confluence:

If there is a specific integration you need more information on, let us know and we can do more research for you.

I currently try to remove the *'raise this request on behalf of' from my portal request? could you please help. I tried to revoke the permission on 'modify reporter' from permissions scheme. The on behalf of only appears by default to agents, not the wider customer/help-seekers. If you don’t want your customers to see this, they won’t. If you are having licensed users abuse this feature, you could set up an automation rule to force it after submission, however, it may be worth exploring the behavior first to understand what is driving it.
For the Engineering Support project, when the issue is "fixed" and the automation updates the JSM ticket, is an automation rule also created in the JSW project to send the update to the JSM ticket? In the example we showed, we used a global automation rule which spanned multiple projects, eliminating the need to duplicate rules in each. Check out this community post on automation rule types:
do we get recording from this webinar? since many of us watching while also doing other work.. thank youu Yes, the recording is available now at  
Can we use Teams set in Advanced Roadmaps as Teams in JSM? There is currently work in progress regarding Teams in Jira Service Management. Check out these pages and let us know if this answers your question:

is JSM can work with chat bot for external user? Jira Service Management currently offers chat integrations with Slack and Microsoft Teams. You can learn more about those integrations here:

The bot experience (virtual agent) for that is currently in early access which you can check out here:

If you are looking for non-slack/teams options, we also have chatbot apps in the Atlassian Marketplace:

Do you have specific metrics on per person saved time by leveraging JSM for Devops as opposed to other service management platforms? And a breakdown of each DevOps function potential saved time by leveraging JSM for DevOps (i.e strong competing metrics to use RFP's)

Right now the best resource for this would be Forrester Consulting’s The Total Economic Impact™ of Atlassian Jira Service Management:

We are also currently working on a tech validate survey with our customers which should provide more of the insights you are looking for. This should be ready within the next 3 months. Stay tuned!

In the meantime, it’s also worth exploring your specific goals and this can be very helpful for that:

is it possible to use change calendar for a recurring downtime? for ex daily 8-9AM Yes, in the change calendar, you can create two types of change windows: maintenance windows and freeze windows. Those windows can be set up as recurring on a daily basis. Check out our support page here:


Original post: 


Hello Community!  


Is your development team tired of un-vetted junk cluttering up their backlog? Are you challenged by the difficulty of handling an incident without a shared system of record across dev and IT operations? What about the annoyances of manually logging change requests?

We have good news for Jira Software users! With Jira Service Management, it’s far easier for development and IT operations teams to work together.

Join our webinar on July 26th at 10 a.m. PST where Atlassian’s Cathi Davey, Principal Solutions Engineer, and Jeremy Cooley, Product Marketing Manager, will showcase how development teams are using Jira Service Management to:

  • Improve the intake of work, such as bug reports and ideas for development
  • Boost incident response by integrating development teams into incident swarming
  • Automatically track deployments for governance and compliance needs
  • Collaborate on the Atlassian platform built for teams to work differently, together


Register now and if you can’t make it, we’ll send you the on-demand recording to watch anytime.

Get your questions answered! Have a question about integrating Jira Service Management with Jira Software or what Jira Service Management features software development teams are using? Post your questions in the comments section below and we’ll answer as many as we can during the webinar.

We look forward to seeing you on July 26th!



I'm not able to register.  Has Registration closed?

Jeremy Cooley
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Jul 11, 2023

@Dan W - registration is still open! I just registered with my work email so I would try again. Possibly try a different browser or incognito mode too. If you are still having issues, let me know and I will escalate to our webinar team. 

Used an Incognito window and it work. Thanks

Like Jeremy Cooley likes this

Tried to register today with an incognito window and get the message "There was an error on the server"   Attempted multiple times

Weird. I was able to register just now. MacOS - Firefox

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OK, worked for me today

Like Jeremy Cooley likes this
Jeremy Cooley
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Jul 14, 2023

@J Conners @Benjamin Beach - thanks for letting me know! I escalated this to our webinar team.  Hopefully, this is not an issue for anyone going forward. Have a great weekend! 

I wasn't able to get into the seminar despite several attempts. Is a recording available please? 

Like dora.deveric likes this
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I'm New Here
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Jul 27, 2023

Wasn't able to join on time (July 27, 10 AM), is it still possible to get the recording of the session? :)
Thanks in advance! Have a nice day!

I wasn't able to join you too this morning. Is it possible to get the recording session? Thanks in advance :)

Like Dryl_ Marta likes this
Jeremy Cooley
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Jul 27, 2023

@JANICE.BARKER-HILL @dora.deveric @Elise Vernier 

Hi friends! Yes, the recording should be available by the end of the day here:

I will follow up with you all once it is available. Our webinar team will also email a link to the recording within the next 24 hours. 

Jeremy Cooley
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Jul 27, 2023

@JANICE.BARKER-HILL @dora.deveric @Elise Vernier - you can now access the webinar on-demand here:

Note that the registration page may still ask you to select a time slot - we are currently working on changing the verbiage to remove the time slots. 

Let me know if you are not able to access it! 

Jeremy Cooley
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Aug 02, 2023

Thank you to everyone who registered and joined our webinar last week! We hope it was helpful to you! The webinar is now on-demand and can be watched anytime here

The questions and answers from the webinar can be found at the top of this post. Feel free to ask us any additional questions in the comments. We are happy to help! 


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