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

[#1]

Hello Community! 👋 We are back again with another quarterly roundup of our latest and greatest feature releases from April to June.

Same as last time, we’ve got Loom video walkthroughs so you can hear directly from our product and product marketing teams on how AI for Ops and Support teams, request type templates for team-managed projects, surfacing Assets in Confluence, and so much more help your teams deliver excellent service at high velocity.

🚀 Product Updates

New AIOps capabilities now in beta

Jira Service Management’s newest AIOps capabilities, alert grouping and post-incident review (PIR) creation, are now available in beta for all Cloud Premium and Enterprise customers using our streamlined incident management experience. These new capabilities empower operations teams to streamline workflows and better detect, resolve, and prevent incidents with the help of AI.Learn more.

Display Assets in Confluence

Easily create and share lists of Assets from Jira Service Management in Confluence! Learn more.

Improvements to reports for Assets in Jira Service Management

You can now subscribe to reports for regular updates, download reports in PDF or CSV format to share outside of Atlassian tools, and more! Learn more.

Request type templates are now available for team-managed projects

Team-managed projects now have easier setup with request type templates! Build your request catalog with over 50 request type templates for a range of teams like HR, Facilities, Finance, Legal, Marketing, Design ,and more. Learn more.

Restrict internal notes to project roles or groups

Sometimes, teams need to have private discussions about customer requests, and in the case of particularly sensitive topics these discussions may need to be confidential between only a few team members (such as those in your HR or Legal teams). Now, you can now restrict the visibility of internal notes, based on your project roles and groups. Learn more.

Resolve alerts & incidents faster

Resolve incidents faster, and do all of your alert, on-call, and incident work from Jira Service Management. Learn more.

Expanded risk insights for change requests

Help change approvers gather the context they need, faster with new risk insights like deployment success rate, and change success rate by service or by change requestor. And now, you can also customize which risk insights appear on your change requests, helping your change advisory board focus only on the insights that matter most to your team. Learn more here.

Build automated remediation workflows with new 3rd-party connectors and capabilities 

We’re launching new automation features to help you automatically triage incoming issues or alerts, take steps to remediate them, and escalate as needed. These features are being slowly rolled out to Jira Service Management Premium and Enterprise customers through the end of the month. Stay tuned for more soon!

Restrict request types to specific users and groups 

You now have the ability to manage who has access to raise specific requests in company-managed projects. Whether it's requests designated for managers or teams handling confidential data such as HR and Legal, restrictions on request types ensure that only authorized individuals or groups can raise these requests. Learn more.

Product and Entitlements for Customer Service

Using Jira Service Management for customer service? Now you can personalize support experiences with the specific products and services your customers use. Get started by enabling this new feature in your Project settings. Learn more.

🤘Events

Team '24 Europe ➡️ Interested in joining us live in-person on October 8-10 in Barcelona? Save the date for Atlassian's product conference and biggest event in Europe! Register here to get notified when passes become available. 

📖 Educational Resources 

Team 24: ITSM Session Recordings ➡️ If you weren’t able to make it to Team 24 or want to relive the event, you can watch the ITSM keynote, how to unleash AI-powered ITSM for support and ops teams, and more. Watch now.

Webinar: How Atlassian empowers its distributed workforce ➡️ Remote and hybrid work as well as new technologies like AI have required HR teams to change how they operate. Hear from Atlassian’s Chief People Officer, Avani Prabhakar, and Tal Saraf, Head of Atlassian Corporate Engineering, on how their teams embraced HR Service Management to adapt to the shifting landscape and continue to deliver great employee experiences in our distributed company. Watch on-demand and make sure you never miss an upcoming ITSM webinar by bookmarking this upcoming webinars page.

Webinar: 3 reasons to ditch your traditional ITSM software ➡️ Traditional ITSM solution got you down? Hear from Atlassian customer, WEX Inc., on why companies are ditching bad service management vendors and switching to Jira Service Management. Watch on-demand and make sure you never miss an upcoming ITSM webinar by bookmarking this upcoming webinars page.

Ask Me Anything: Incident Management ➡️ With the launch of a streamlined incident UI in Jira Service Management Cloud, we hosted an AMA so you could ask us your Incident Management questions. View the recording.

Video: Intro to Atlassian’s Statuspage ➡️ Get a brief introduction to learn how Statuspage can halt the flood of support requests during an incident with proactive customer communications. Watch now.

Video: Jira Service Management and AI ➡️ Get an overview of Jira Service Management Smarts and Atlassian Intelligence features, including predictive issue assignment and triage, natural language search, and AI-powered virtual agent. View now.

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 Apr 2024
• What's New Dec 2023
• What's New Aug 2023
• What's New May 2023
• What's New Feb 2023

[Dave Mathijs]

Thanks for sharing these monthly updates @Eugene Pak ! 🙏🏻

[Marinka Ryan]

As of yesterday (July 2nd) we lost the "Requests" button at the top right corner of the screen in the Client Portal. I don't see this mentioned anywhere, and watching one of the video's above, it appears the trainer still had the button. Losing this button makes switching between Orgs very clunky and we dislike the change. Is this something we can configure? 

[Shane O_Connell]

The 'Learn More' link under 'Restrict request types to specific users and groups' is not working. Same for the email. Same for the email sent 3.7.24 titled 'What's New in Jira Service Management - July '24'

[Eugene Pak]

@Shane O_Connell can you try this link? https://community.atlassian.com/t5/Jira-Service-Management-articles/Announcing-request-type-restrictions-in-Jira-Service-Management/ba-p/2735416#M4670 I am able to access it fine so there shouldn't be any issues with the link. 

[Vince Murphy]

Hello. The Learn More here hyperlink for the Expanded Risk Insights comes back with an Article Not Found error.

[Eugene Pak]

@Vince Murphy can you please try this link: https://community.atlassian.com/t5/Jira-Service-Management-articles/Introducing-new-risk-insights-customizations-for-change-requests/ba-p/2738999

When I click on "Learn more here," I am able to access it so not sure what the issue is. Let me know if this works! 

[Sushant Koshy]

Hello @Marinka Ryan

I am the Product Manager of the Jira Service Management Help Center.

Thank you for sharing your feedback on the request option. 

We are introducing new capabilities in the Help Center and have updated the user experience to make it easy for admins and help seekers to find the relevant options.

As part of this change, we have now moved requests under the profile icon. You can see a count of open requests on the profile icon and click on that to access the request option. 

At the moment, we don't have a way for admins to customize this experience. 

[Shane O_Connell]

Hi @Eugene Pak 

The link doesn't seem to be working still. https://community.atlassian.com/t5/Jira-Service-Management-articles/Introducing-new-risk-insights-customizations-for-change-requests/ba-p/2738999

[Shane O_Connell]

Hi @Sushant Koshy

The changes for multiple Help Centers are positive. For ease of navigation, is it possible to present the portal users with a root or landing page listing all possible Help Centers? An example would be dedicated Help Centres for HR or Finance where we can group JSM related projects under 1 HC. In this way portal users can find their own way regardless if it is IT, HR, Finance etc. Is this possible? Similar to what is shown https://xyz.atlassian.net/helpcenter-management but designed with user experience in mind. 

[Sushant Koshy]

@Shane O_Connell thank you for that feedback. We understand that there is a need to display information about multiple Help Centers in one place.

We are working on some new capabilities that may help with this. Stay tuned for updates on Community! 

[Jana_Kyselova]

@Sushant Koshy : moving the Requests under Profile icon makes us very disappointed, and using the JSM portal mostly useless for some of our customers. At least we need to have options like before - possibility to choose from Organizations the tickets are raised from.  We are supporting customers with multiple orgs with big number of end customers. and it is not possible to add this Organization to columns in the requests portal view, nor to select them in the Requests field under Profile icon. 

[Eugene Pak]

@Shane O_Connell could you give it one more shot? Here is what I see when I click on it in both regular browsing and private browsing. Let me know if it works and thank you in advance! 

[Shane O_Connell]

@Eugene Pak All good. Thanks!