What's New in Jira Service Management - February 2023
The Jira Service Management team is energized from meeting many of you in person during our Atlassian Presents: High-Velocity ITSM event in London. The most highly-rated sessions at the event were our product demos — everybody likes to see the product in action. In the spirit of showing off more product functionality we’re starting a “What’s New in Jira Service Management” quarterly community post. It’s a wrap-up of the latest and greatest features that have launched in the last few months, upcoming events, and more. Let us know in the comments below what else you would like to see, and don’t forget TEAM '23 reg is open! We hope to see you there.
Zoom for Incident Management
You can now connect your Zoom account to Jira Service Management. When an incident occurs agents, responders, and stakeholders can quickly come together in Zoom to begin working on a resolution to the incident. Additionally, anyone with access to the Zoom link can join the meeting.
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Create Zoom meetings from the issue view
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Invite responders to join the meeting
Get started by reading our support documentation
Be one of the first to try our new AI-powered virtual agent
In case you missed it, we’ve recently shared a backstage look at our new virtual agent feature that is coming soon to Jira Service Management Cloud Premium and Enterprise. Here’s what you can expect:
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Automate tier-1 support interactions – deflect common issues and give time back to your team to focus on higher-value work.
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Seamlessly transition conversations to humans - assist your agents with pre-gathered information, smart triaging, and insights to accelerate resolution for complex issues.
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Easily configure and manage your virtual agent - Jira Service Management’s virtual agent is optimized for your own service intents so you can make improvements on the fly – no code or data scientist required.
Join the beta waitlist to be one of the first to check out the new virtual agent feature.
A sneak peek into Virtual Agent intent flows and metrics, launching later this year
Publish incident notifications to AWS Simple Notification Systems (SNS) Topics
Speed up incident response by automatically publishing messages from Jira Service Management to AWS Simple Notification Systems (SNS) Topics when an incident occurs, keeping stakeholders up-to-date on the status of the services they care about.
Get started automating messages to AWS SNS with this product documentation.
New automation: Run AWS Systems Manager documents
Launching in February: When an incident impacts a service on Amazon Web Services (AWS) an action can be executed automatically to run an AWS Systems Manager document to quickly resolve the issue. For example, you can restart an EC2 Server automatically from Jira Service Management.
Auto-assign issues to the on-call engineer using on-call schedules in Opsgenie
Respond to issues faster by automatically notifying the on-call engineer of an issue using the on-call schedules you have already configured in Opsgenie.
Labels, Affected Services, and Assets objects now available in forms
You can now track objects, services, and labels using forms in Jira Service Management.
A recent release adds Labels, Affected Services, and Assets object/s to your forms. This gives you the tools you need to improve specific processes and the quality of the information received.
With the new Assets object/s field in forms, you can set up fields to track objects such as laptops or keyboards. Simply link a form field to an Assets object/s Jira field, and it inherits all the functionality this field offers.
You’re invited to join the conversation about these forms in the Forms Group on Community.
For more information on using Labels, Assets, and Affected Services fields in your forms, please click here to read the community announcement.
Risk Questionnaire Templates for Change Management
Agents can record critical change request information in new Risk Questionnaire templates. Give your agents the right information so they can more easily assess risk and involve the right people in the change decisions.
To get started, navigate to Project Settings > Change Management. From there you can click “Create form” to add a risk assessment questionnaire to your project.
Events
PINK23
Join the ITSM team February 26 - March 1 in Las Vegas, where we will be hosting engaging booth lightning talks, two breakout sessions, giveaways, End BSM swag, and more!
The Pink23 conference touches on everything ITIL, PLUS numerous other subjects that provide guidance for business frameworks and methodologies such as Lean, Agile, DevOps, organizational change management, and business relationship management. Hope to see you there!
TEAM '23
Atlassian’s annual event Team '23 is back again this year, April 18 - 20 in Las Vegas! Join us to learn how to leverage Atlassian’s best-in-class software and research-backed team practices to help your team and business achieve its biggest goals, together. Discover how to modernize IT and Dev processes to deliver better service management experiences at high velocity.
SITS
Join our ITSM team for Europe’s leading ITSM, Service Desk & IT Support Professionals event SITS, May 10-11 in London, UK, where you can hear from top industry leaders on new strategies to improve your business.
Atlassian will be hosting a large booth with engaging in-booth lightning talks, breakout sessions, giveaways, End BSM swag, and more!
Questions about these features or events? Chime in using the comments below or use the “Give feedback” button directly from within the product.
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Shaun Pinney
About this author
Product Marketing Manager, Jira Service Management
Atlassian
Massachusetts
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