What's New in Jira Service Management - April '24

[#1]

Hello Community! 👋 For those who joined us in New York City, Munich, or London for Team Tour: High Velocity, the Jira Service Management team really enjoyed being able to meet you in person and share tips and best practices for how dev, IT, and all teams beyond can work together to deliver exceptional service at scale. We’re hoping to see many more of you at our upcoming Team '24!

For those unable to make it to those events, we’ve still got you covered 🤝. This post is packed with features you don’t want to miss so your teams can deliver great service experiences. And you’ll see many of our announcements have a Loom walkthrough video this time! We hope you enjoy the Looms and let us know if you’d like to see more of this format in the future!

🚀Product Updates

Asset reporting is now generally available!

You can now monitor the health of your asset/CI data, assess the accuracy and completeness, and summarize Jira issues that include asset-related data. Learn more. 

Use AI for request type suggestions

Atlassian Intelligence can now suggest request types based on how you describe the type of work your team manages. From IT and HR to dog grooming and catering, Atlassian Intelligence can suggest request types across a range of use cases and add them to your service desk with just a few clicks. Learn more.

Use AI for field suggestions 

Use Atlassian Intelligence to suggest relevant fields for your request types so you can collect the necessary information from your customers or employees. Atlassian Intelligence's suggestions include a selection of existing fields you can add immediately, as well as recommendations for custom fields that you can opt to create as new fields in your instance. Learn more.

New AI feature in beta: Natural Language automation

Creating automation rules is a great way to streamline service management workflows and save your team time, but the setup can be time-consuming and error-prone. Now it only takes a description of what you want to automate to seamlessly create Automation rules with Atlassian Intelligence taking care of the process for you (available in beta on Premium and Enterprise Editions of Jira Service Management)! Learn more. 

Deployment tracking/gating in GitHub

Now, you can track and gate deployments from GitHub with Jira Service Management, helping you seamlessly connect work across IT Ops and Dev teams using GitHub as their CI/CD tool. Learn more in our community announcement, or jump straight to the setup steps here.

Automation using Jira Edge Connector (JEC)

Automate script execution on tools that are on-prem or behind a firewall with our new Jira Edge Connector automation action. See how to set it up.

Automate and execute runbooks in Azure from Jira Service Management

Build powerful automation across tools with a flexible new automation action that lets you start runbooks in Microsoft Azure. Read more.

Automate creation of Slack channel for incidents

Bring your responders and incident details into one place fast with a new Automation action that lets you create Slack channels for incidents. Check out this support article to try it now.

Lansweeper and Assets in Jira Service Management Integration

A new integration that allows for seamless and efficient asset management between Lansweeper and Jira Service Management. Learn more.

Quick filters and swimlanes now added to the board view of issues

Find the issues you need fast with quick filters and use a swimlane to group issues based on request types, assignees, or other categories. 

20K Agents now in Jira Service Management

Continue to scale with Jira Service Management Cloud as we've recently doubled the number of agents to meet enterprise needs. Learn more. 

🤘Events

Explore AI innovations in service management at Team 24

Atlassian's annual event Team '24 is back again this year, April 30 - May 2nd, in Las Vegas! Join us to discover how AI can revolutionize your service management workflows and empower better service experiences at high velocity! Learn more.

AMA: How to use Jira Service Management to deliver exceptional HR experiences 

Are you looking to optimize service management for HR teams, discuss best practices, or understand product features? Join the conversation with our product team and Atlassian HR leadership in our upcoming AMA on April 24th. Ask your questions.

Questions about these features or events? Join the conversation by commenting on the Looms, using the comments below, or use the “Give feedback” button directly from within the product.

• What's New Dec 2023
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• What's New Feb 2023

[Caity Belta]

Thanks @Eugene Pak , this is awesome! I just learned so much 

[Adam]

Thanks @Eugene Pak  when are we going to start getting access to the new JSM UI with all the formerly Opsgenie content (i.e. alerts, teams, etc.) shown in the "

Automation using Jira Edge Connector (JEC): Run executable scripts on systems behind the firewall" video.

[Kate Clavet]

Hi @Adam thanks for your comment. That depends on a couple of things, based on your comment it sounds like you're using Jira Service Management and Opsgenie bundled together, is that right? If so, we are slowly rolling out this UI to customers. If you are using Opsgenie and Jira Service Management bundled together we are in the process of building a tool to help you move your data over to this new UI. We don't have a release date for this tool just yet but should have a date we can share soon. Let me know if that helps! 

[Dave Mathijs]

Wow @Eugene Pak , I've been out-of-office for two months and it seems I've missed a lot, thanks for sharing the updates! #fomo

[Adam]

Hi @Adam thanks for your comment. That depends on a couple of things, based on your comment it sounds like you're using Jira Service Management and Opsgenie bundled together, is that right

@Kate Clavet - That's correct, we have JSM Premium, with the included Opsgenie bundle. We've been really struggling to start using OpsGenie because of the disconnected nature of JSM and Opsgenie, particularly how clunky integration is and how much of what we need to configure is not available via legacy/~deprecated (?) Opsgenie APIs and the labor to do everything manually in the UI at our scale is not viable.

I'll also say that one of our teams is doing some OpsGenie build out right now in our current Program Increment and your comment gives me pause to wonder if I should ask them to halt so as to limit rework.

We'd certainly be interested in any related Early Access offering to the new UI :)

[John Funk]

Excited to see all of the new things coming!