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From restoring service quickly when an incident occurs to understanding the context of every change request, modern Development and Operations teams collaborate and streamline their work so they can resolve issues faster.
So we’re pleased to announce the following nine features are now live in Jira Service Management Cloud to help Dev and IT Ops teams work better together.
Launched as an early access feature back in June, we’re happy to report the Microsoft Teams integration is beginning to roll out to all Jira Service Management Cloud customers now.
This integration makes it easy for your incident responders to communicate, collaborate, and resolve incidents. Incident responders can now:
Create chats and meetings to collaborate during incidents
Invite other responders to join your chat or meeting
View all incident details in the chat or meeting
Update the incident priority and assign the incident to yourself from the chat
Add chat messages from Teams as internal notes to the incident or as a reply to the customer.
Connect your Microsoft tenant to your Jira site, and enable it on the projects where you’d like to use the integration.
When an incident occurs, you can create a Teams meeting (or a chat) to unite your team and begin working on the incident together.
Knowing which service or services have been affected by an incident is half the battle. The responders and stakeholders responsible for the health and performance of the services they own need to be notified the second an incident occurs and then consistently throughout the lifecycle of the incident as updates are made.
Jira Service Management cloud customers can now map responders and stakeholders to the services that they own. And when a service is marked as affected by an incident, the responders and stakeholders will be notified throughout the lifecycle of the incident.
This feature will be available in all cloud instances by November 9th.
You can add responders and stakeholders to an existing service or you can add them when you create a new service.
When an affected service is added to any incident (created manually or via automation), the associated responders and stakeholders for the affected service are automatically added to the incident details screen.
In addition to mapping responders and stakeholders to services, you can now add incident details to responder alerts, giving responders more context and detail in each notification they receive.
This functionality will begin rolling out to all Jira Service Management Cloud customers the week of October 24th.
Enable adding incident details to responder alerts in Project settings > Incident management.
Once enabled, the details of the incident are pulled into the title and description fields of the alert making it easier to understand the context of the notification.
Documentation: Sync incident details with responder alerts
Post-incident reviews have been available in Jira Service Management for some time but with this release, we’ve added the ability to create a PIR directly from an incident. This feature will be available to all cloud customers by November 4th.
With this release you can:
Create and add a PIR from the incident
Mark an incident as the primary incident of a PIR
Auto-populate the PIR with primary incident information such as incident summary and timeline
Export the PIR to Confluence or PDF
Add responders and impacted services from the incident to the PIR
Create and add a PIR from the incident details screen.
Auto-populate PIR with primary incident information such as the incident summary and incident timeline.
Add responders and impacted services from the incident to the PIR automatically.
Documentation: Create and publish a Post Incident Review
The native change calendar in Jira Service Management Cloud allows you to create, edit or reschedule changes from the calendar or the issue view. And with the addition of freeze and maintenance windows, teams now have complete context into the broader change calendar schedule. For example, changes that require downtime can be scheduled during maintenance windows or planned outside of freeze windows reducing disruption and minimizing risk.
Note that change windows for freeze or maintenance cannot be created from the issue view, they must be created from the change calendar itself, and they are only available within the ITSM project type.
Clicking and dragging on empty space in the change calendar opens the global 'Create' dialog. Clicking Change Window at this dialog will provide the create modal.
The freeze or Maintenance window appears as a grey color-coded event in the Change Calendar. Clicking an event on the calendar opens the event details dialog where the user can see details about the change window. From here:
The edit icon opens the window view in a dialog to allow the user to edit its fields
The delete icon deletes the change window after a warning.
Jira Service Management customers can now set up an Incoming Call Routing integration with Opsgenie. Once a feature only available to Opsgenie standalone customers, Jira Service Management Cloud Premium and Enterprise customers can opt-in to distribute and connect incoming calls to the right teams at the right times.
Incoming call routing manages the process of distributing and connecting incoming calls based on your on-call preferences. This can be used, for example, as a support call hotline that routes incoming calls to the right on-call engineers.
Call routing is one of the top-voted customer requests for Jira Service Management. Here are some of the benefits of using the incoming call routing integration:
Never miss a customer support call again – With incoming call routing, customer calls are always answered, no matter how many people are on call, already engaged, or available.
Route calls to the right person every time – Set up your on-call schedules to make sure the right people are available when customers call.
Localize your support and route calls to the right regions – Incoming call language support can read messages in eight (8) different languages. This applies to customizable messages, too.
Call routing allows you to find the right team, no matter where in the world they are.
Answer calls in your browser – Agents can get to work wherever their computer is with browser-based call answering. Agents can start working to resolve customer issues immediately if they’re in an open browser. No additional hardware is required.
Consolidate your tools onto the Atlassian platform – JSM customers can now use Incoming Call Routing without a separate OpsGenie license.
The power of Asset & Configuration Management has come to the Jira Cloud Mobile app for iOS and Android. Whether you’re an agent in the field or an employee you can now quickly and easily populate any Assets custom field from your mobile device.
Field agents can easily scan the QR code on broken hardware in the field, populating the issue with all of the details of the hardware.
Employees with a broken device can quickly scan the QR code and populate an issue with the details needed to begin the replacement process quickly and conveniently.
Populate any Assets custom field by either searching and multi-selecting objects, or by using the new QR code reader to scan an object and add it to the open issue.
From the Jira cloud mobile app, open the issue and click on the Asset field you need to populate.
A drop-down list of all available assets that map to the rules defined for the Assets custom field will appear. You can either search and select the proper asset to attach to the issue or click Scan QR code.
Documentation: Access Assets custom fields in the Jira Cloud mobile app
The Risk Summary Insight Panel is now available on mobile! Located on your issue view in the Jira Cloud Mobile app, view potential risks associated with a change request when the fields below are available and filled on the issue view of your change:
The panel contains the Risk Summary, which indicates the risk severity and lets you know the conflicts and incidents that approvers should consider.
Your Change Advisory Board can view the risk insight summary panel on the go to better understand the potential risks of a change so your teams can keep moving.
Also new on the Android Jira cloud mobile app: Smart replies
When you receive a push notification, reply quickly using smart replies.
Let us know if you have any questions about these features in the comments section below. You can also use the “Give feedback” button in the product to pass your product questions directly to the Jira Service Management team.