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G’day Jira Service Desk community!
It’s been a big year and we have lots to share.
We’re planning to give you a comprehensive update each quarter about the investments we’re making in Jira Service Desk’s ITSM capabilities. Over the coming 6-12 months we’ll be investing in several key ITIL processes: incident management, change management, problem management, and request management.
Kicking off our first quarterly update for Atlassian’s ITSM solution, we’ve been up to a lot and want to share all the latest features.
To support this growing discipline of enterprise service management (ESM), we’re introducing new templates and workflows in Jira Service Desk that are purpose-built for business teams in HR, legal, and facilities. We realized that business teams were having the same service management challenges as their IT peers. By releasing out-of-the-box request types for your HR, facilities and legal teams, we aim to make it easier to get those teams up and running with their very own service desk. This will help reduce the dependency on IT, allowing business teams can manage their own project setup and changes using the new next-gen experience. Next-gen is a new project setup interface available to some Jira Service Desk customers that makes it easier to set up and configure projects (more information on next-gen below). Let's take a look at what's new:
Try them for yourself in next-gen by typing in [yourinstancename]/jsd-next-gen or read about how to set them up here.
Earlier this year, we released the next generation of Jira Service Desk (also known as next-gen) which is designed to make project setup and administration even easier. Next-gen projects help teams manage their own changes, without relying on IT. Next-gen also just launched language support to allow more flexibility when communicating with help seekers in multiple languages. Visit this page to learn more about next-gen capability.
For customers using the next-gen version, you can now access leading marketplace apps including Device42, Reftab, and Insight by Riada to track issues with full asset context.
Read more about asset management updates here.
Speaking of integrations, you can now explore and add on marketplace apps without leaving your Jira Service Desk instance. Head to project settings in the navigation and click on the new Apps tab.
Try next-gen for yourself by heading to [yourinstancename]/jsd-next-gen
We’ve made improvements to how approvals work in the new issue view [shown below]. Requesting approval for a new device or gaining access to a system is much easier when it can be tracked and approved in a Jira Service Desk ticket.
For managers on the go, you can approve via the Jira mobile app. UPDATE: Approvals are now here for next-gen. [Updated Jan 20th, 2020]
Read more here.
We’ve created a new home for all our product updates, making it easier for you to read about all the updates in one place. We’ll also be hosting a quarterly webinar to walk you through the latest and give you insight into what’s coming next. If you missed the recent one, you can listen to the recording here. Otherwise, please join our next webinar in February 2020.
Visit Jira Service Desk’s ‘What’s new’
If you’re keen to understand more about anything mentioned here, please post a question below and Jason and Christophe from our PM team will get back to you!
Senior Product Manager, Jira Service Desk
Jason recently lead the development of the ESM templates, enabling HR, facilities and legal teams to provide consistent service.
Principal Product Manager
Christophe leads the product development for next-gen, helping organizations get up and running quickly with a service desk.