What's New in Jira Service Management - Jan 2025
Hello Community! 👋 It’s time for another quarterly roundup of our latest and greatest feature releases.
As always, we’ve got many Loom video walkthroughs for our October to December 2024 releases and have categorized to make it easier for you to find the the most relevant ones for you. Got questions or comments? Leave them down below and we’ll jump in to answer!
🚀 Product Updates
🤖 AI
Grow your knowledge base and deflect more tickets with AI suggested topics
Suggested topics enables you to proactively identify gaps in your knowledge base based on recent customer requests. By creating more relevant knowledge articles, you can ensure a delightful self-service experience for help seekers, plus improve support team productivity through increased ticket deflection. Learn more.
Have AI help you create draft replies
Draft reply uses AI to help create draft messages for help seekers. It creates replies based on comments added by agents while resolving similar requests and ultimately can help make communication smoother and more efficient. Learn more.
Find similar issues in a service project
This feature uses Natural Language Processing (NLP) to provide a list of recent requests with similar titles to the one you’re currently viewing. This reduces the manual effort required and allows you and your teams to speed up issue resolution and focus on resolving high-priority issues more efficiently. Learn more.
Assign issues to the correct request type, in bulk
By taking bulk action to intelligently assign issues to the correct request type, support teams can significantly reduce the time spent on manual sorting, allowing them to focus on resolving high-priority issues more efficiently. Learn more.
Get to know your customers better by assessing customer sentiment
Using ticket context like the title, description, and comments, AI assesses the customer sentiment – whether it's positive, neutral, or negative – and displays it directly on the issue view, updating in real-time as new comments come in. By spotting frustrations early, agents can provide top-notch service, keeping customer happiness as a top priority. Learn more.
Group alerts based on similarities with existing alerts
Alert groups identifies patterns among incoming alerts to correlate and groups them based on similarities within the existing alerts view dashboard so responders can focus on the highest-priority items. Learn more.
🧑‍💻 Service Management
Add rich content to your Help Centers
For Premium and Enterprise it’s now easier than ever before to edit your Help Center, customize content, and bring richer experiences to your customers or employees. Learn more.
Link your projects to Help Centers
As Jira admins/site admins, you can now link and unlink service projects to your Help Centers, giving you more control over where and how your customers encounter help resources and relevant information. Learn more.
Open Beta now available for the new CSV Importer Tool for Jira Service Management
We’re making it easier to import data from various service desk tools into Jira Service Management. The new CSV Importer tool allows you to seamlessly bring in data from CSV files such as issues and users into Jira Service Management company-managed projects, mapping columns to existing issue fields, or creating new fields as needed. Learn more.
Build Cascading Fields in Forms
Create a dynamic hierarchy of options where selections made in one field influence the available choices in another so help-seekers can provide the most accurate and relevant info in requests. Learn more.
Smart values for Forms in Jira Service Management
Eliminate manual data entry and leverage dynamic data by accessing smart values on submitted forms on issues. Not only can you now retrieve form data in Jira Service Management, but can also use these values to power automations and fuel reporting. Learn more.
Introducing "Request type groups" for HR projects
Request type groups allow you to categorize related request types within a single project so HR teams can streamline how they manage their services. It’s now easier to document, organize, and report on various HR operations. Learn more.
Manage issue security better
Now, you’ll be able to better apply issue security levels in request type configuration alongside request type restrictions. This means you’ll be able to manage both who can view issues and who can raise requests in one centralized place. Learn more.
Updated project settings navigation rollout
With updated project settings navigation in Jira Service Management, it’s now easier to scan and find what you’re looking for and aligns more closely with other Jira projects. Learn more.
⚙️ Change Management
Connect Assets objects with change management and incidents in Jira Service Management
Available for Premium and Enterprise customers, relevant Assets objects (such as hardware, software, or other resources) can be associated with change & incident requests, ensuring that you have a holistic view of the changes and all affected items are tracked and accounted for during changes.
🚨 Incident Management
Introducing the Operations Global Admin Role
Opsgenie admins will now automatically be granted admin privileges for operations work only, without making them a Jira product admin. Learn more.
Associate on-call schedules and escalations at a site level
Admins can now associate on-call schedules and escalations at a site level in Jira Service Management, which allows adding responders to a schedule or escalation from multiple teams. Learn more.
Announcing the Atlassian Operations Provider
This new provider will allow you to create and manage the following resources with Terraform:
- Teams (with or without members)
- Users (without User Contact API and read actions only)
- API and Email Based Integrations
- Escalations
- Schedules
- Schedule Rotations
🏛️ Enterprise
Bulk actions for managing portal-only accounts
Administrators in Jira Service Management Cloud can now select and carry out bulk actions for portal-only accounts such as deleting or migrating to Atlassian accounts—on as many as 1,000 accounts at once. Learn more.
đź“š Educational Resources
Forrester Study: The Total Economic Impact of Atlassian Jira Service Management ➡️ This commissioned study by Forrester Consulting on behalf of Atlassian found customers who switch to Jira Service Management save $2.3M, see 275% ROI, and much more. Learn more.
Forrester Spotlight: The value of AI in Jira Service Management from Atlassian ➡️ This abstract from Forrester dives deeper into key AI features in Jira Service Management and their real-world impacts on service delivery for customers' modern operations and support teams. Learn more.
Datasheet: 6 ways to supercharge developer workflows with Jira Service Management ➡️ Learn how development teams can deliver greater customer value by improving the intake of dev requests, deploying changes faster while minimizing risk, and more with Jira Service Management. Learn more.
Atlassian Report: State of AI in Service Management 2024 ➡️ Atlassian’s State of AI in Service Management 2024 Report shares key findings on the adoption, advantages, and challenges when using AI in service management. Get your copy.
Webinar: AI in service management - new data separate hype vs. reality ➡️ Hear from Atlassian customer Thumbtack about their successful AI implementation and from Atlassian product experts about the future of AI-powered service management. Watch on-demand.
Webinar: Tame IT chaos - Mastering asset & configuration management ➡️ Learn best practices for gaining a clear picture of your technology landscape and unlocking the power of your data for better decision-making. Watch on-demand.
Ask Me Anything: What's New in Jira Service Management for IT Operations ➡️ See what's new about how your teams can collaborate to resolve incidents faster, and accelerate change management while keeping critical services always-on and high performing. Watch the recording.
Demo: Dive into the latest AI features in Jira Service Management ➡️ Check out this new demo for all the latest AI innovations. Discover how AI-powered service management can free up time for service teams and deliver exceptional customer experiences. Watch now.
đź“‹ Events
Team '25 Registrations now open ➡️ Join us in Anaheim, CA from April 8-10 to discover how Atlassian connects teams across development, IT, and beyond so together, they can provide exceptional service at scale - all with the latest AI innovations. Register now.
Questions about these features or resources? Join the conversation by commenting on the Looms, using the comments below, or use the "Give feedback button" directly from within the product.
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Eugene Pak
About this author
Associate Product Marketing Manager, Jira Service Management
Atlassian
California
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