What's New in Jira Service Management - Oct 2024
👋 Hello Community! Back from Team Europe, we’ve got another “What’s New in Jira Service Management” for you! Whether you were able to join us in person in Barcelona or have been watching the on-demand experience (more info below if you’d like to start), we hope our latest innovations and best practices help you continue to scale your service management delivery.
Same as last time, we’ve got many Loom video walkthroughs from our July to September 2024 releases and have categorized to make it easier for you to find the releases most relevant to you. Got questions or comments? Leave them down below and we’ll jump in to answer!
🚀 Product Updates
🤖 AI
Virtual service agent across new channels
The same powerful AI service experience we built for Slack can now be used to automate support interactions from the Jira Service Management help center and customer portal, as well as Microsoft Teams, helping deflect requests and save agents even more time. Learn more.
AI Channel Summary for Slack
With the "Summarize incident" action in Slack, you'll now have all the inforrmation you need to jump in quickly and be a part of the resolution.
AI Incident timeline creation from Slack
With the "Create incident timeline" action in Slack, you can review the suggested timeline entries and select the ones you'd like to add to the timeline of your incident in Jira Service Management permanently.
AI Related Resources
AI suggested resources for incidents in Jira Service Management surfaces key information to responders quickly and in one place, minimizing the time and context switching it takes to track down key information for resolution.
🧑💻 Service Management
Multilingual support for Forms in Jira Service Management
With support for multiple languages in Forms in Jira Service Management, you'll be able to translate your forms into multiple languages so your customers can raise requests in their preferred language in both team-managed and company-managed service projects. Learn more.
Calendar view for Jira Service Management
With calendar view, team members can plan, track, and prioritize their work, and make it easy for team leads to see potential roadblocks before they cause delays. Learn more.
Multiple Help Centers now generally available
Jira Service Management Premium and Enterprise customers can curate and design distinct help centers tailored for different teams or audiences within the same site, each with its own unique branding, homepage modifications, and announcements. Learn more.
⚙️ Change Management
Deployment gating for GitLab
With GitLab deployment gating turned on, changes to the environments you choose will be paused until they receive change advisory board approval in Jira Service Management. Learn more.
Deployment tracking for GitLab
Deployment tracking for GitLab lets you automatically capture new GitLab deployments as change requests in Jira Service Management, making it easier for Ops to maintain an audit trail of changes without asking developers to submit change requests manually. Learn more.
New risk insights and customizations for change requests
We've added new risk insights to help give approvers more context on each change request, making it easier to make informed decisions faster and keep the flow of work moving across Dev and Ops.
And with new customizations, you can tailor your risk insights to suit the unique needs of your team. Learn more.
🚨 Incident Management
Service-aware integrations and alerts
Now, you can associate Alerts and Integrations with Services to give more context to on-call teams.
While setting up your Integration, you can now choose the Related Service for the alert rule. This will automatically associate the Alert and the Service if an alert comes through that integrations.
With this update, you can also manually associate a Service with an Alert after it's been created, and filter your Alerts by associated Service.
Multi-tenant chat capabilities for incidents and alerts in Jira Service Management
Connect your Jira Service Management site with multiple Microsoft Teams and Slack tenants and vice versa so your teams can quickly swarm on alerts and incidents to resolve them faster. Learn more.
🔄 Automation
Delay action + new 3rd-party connector actions
We've launched a set of new functionalities to help you automate your alert and issue remediation flows in Jira Service Management, including a new Delay action, a new change alert status action, plus new connector actions for Ansible, New Relic, Azure, Jira Edge Connector, and AWS. Learn more.
Delay until alert event occurs
With this new action, you can now add a pause to your rule, delaying until certain upstream conditions are met for an alert, like an alert entering a specific status or priority level. This new action is available on Jira Service Management Cloud Premium and Cloud Enterprise plans. Learn more.
3rd-party connector updates
Jira Service Management Cloud Enterprise customers can use new configuration options to fine-tune how you bring 3rd-party actions into your automation rules. When using the "wait for response" capability on a suppported 3rd-party action, you can now specify the amount of time you want the rule to wait, and choose if you want it to continue even if there's no response. Learn more.
Nested if-else conditions
One of our most highly-requested features, nested if-else conditions, allow you to build more complex logic into your automation rules.
With nested if-else conditions, you can now build up to two nested layers of conditions within your rules. You can also chain and/or conditions within to those condition blocks to further refine the flow of your rules. Learn more.
🏛️ Enterprise
Bring Your Own Key (BYOK) encryption now generally available
The Atlassian BYOK encryption program will enable your own key space for encryption and decryption data at-rest, giving you greater control over your cloud data and therefore, greater comfort in meeting your compliance requirements or improving your security posture. Learn more.
Jira Service Management Chat is now compliant with Data Residency
When you opt to storing your site's data within a specific geo, Jira Service Management chat data is now included and data residency compliant. Learn more.
📚 Educational Resources
Team Europe: Digital ➡️ Re-live the event or watch the ITSM super session and select breakout sessions for the first time on-demand now. Watch on-demand.
Atlassian Report: State of Incident Management ➡️ View survey results from more than 500 software developers, IT professionals, and IT decision makers (ITDMs) across the US, and find out how your tools and processes measure up to the current state of incident management. Download the report.
Analyst Report: Forrester's Vendors Move to Dominate IT Management Software ➡️ The new Forrester Trends Report "Vendors Move To Dominate IT Management Software" helps you navigate the IT management software market and names Atlassian as one of the two vendors that have reached dominant positions in the space. Get your copy.
Ask Me Anything: Move your IT Ops work into Jira Service Management ➡️ In this AMA, we covered our vision and roadmap for IT Operations on the Atlassian platform, how to move your existing data and configurations from your bundled Opsgenie instance into your Jira Service Management site, and held Q&A as well. Watch on-demand.
Ask Me Anything: Automating your work in Jira Service Management ➡️ In this AMA, we conducted an overview of new functionalities that help accelerate alert and issue resolution like the delay action and new 3rd-party connectors, and held a live Q&A with our product experts. Watch on-demand.
Video: Updated Demo ➡️ We've announced a lot of enhancements and features so we made sure to update our demo as well. Take a look!
Webinar: Beyond Jira - Scaling IT impact across the enterprise ➡️ Service management isn't just for IT. Learn why empowering all teams to deliver excellent service is essential for enterprise growth. Watch on-demand.
📋 Other
📣 Early access program - Jira Service Management for HR Teams: A new early access program will give HR teams the opportunity to test new features. Join the EAP and test, validate, and help shape the future of Jira Service Management. Register your interest.
✏️ Earn a $25 gift card for your review of Jira Service Management: We value your honest feedback. Reviews are anonymous, take about 10 minutes to complete, and you will receive a $25 gift card as a thank you for a validated review. Write a review.
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.
- What's New July 2024
- What's New Apr 2024
- What's New Dec 2023
- What's New Aug 2023
- What's New May 2023
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Eugene Pak
About this author
Associate Product Marketing Manager, Jira Service Management
Atlassian
California
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