What's new in Jira Service Management Data Center 5.0?

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Hello Community! Jira Service Management has had quite the journey over the years and I am excited to share that we recently hit a new milestone, Jira Service Management Data Center 5.0! This release includes a ton of new features and improvements such as faster SLA calculation, optimized Insight performance, the addition of Automation for Jira, and more.

Jira Service Management Data Center 5.0 comes with faster and more accurate SLA calculation. We introduced SLA calculation based on Jira issue history for improved accuracy of the calculation. You can now also recalculate your SLAs for an issue directly from the issue view. This allows you to confirm changes in the issue data yourself without reaching out to support. Additionally, we added a new SLA configuration that allows you to select the off-thread processing mode:

• Multi-threaded serialized processing (Recommended): Cluster efficient, recoverable, and resilient. Should be the default processor.

• Multi-threaded in-memory processing: Legacy processing mode. Only revert to it temporarily if instructed.

• No background processing: All processing will be done in the request thread, locking the response until it’s finished. You might experience a significant delay to the response time.

This release includes improvements to the UI and accessibility of Insight. We prioritized accessibility in the Insight custom fields and related dialogs in the Jira issue view as well as the customer portal view. We’ve fixed:

• focus stylings

• missing aria and role attributes

• keyboard navigations

• missing alternative text

• missing visible labels

We also included the first round of Insight performance improvements with better indexing and memory changes. These improvements greatly improve Insight search, import performance, and increase the number of objects that Insight will comfortably support.

This release features security and compliance improvements too. We added Insight events to the advanced auditing functionality so you can keep track of every activity and change being made to the system, specifically the export of Insight data outside of the system and changes in user permissions that could allow for unauthorized behavior.

The new Insight event includes the following categories:

• Permissions

• Object schemas

• Objects

• Reports

Check out the full list of Insight events.

Jira Service Management Data Center now includes the integration of Automation for Jira. Automation for Jira is a powerful app that removes the need to perform manual, repetitive tasks by allowing your teams to automate their processes and workflows. You can automate actions within your system with rules based on criteria that you set. These rules are made up of three parts: triggers that kick off the rule, conditions that refine the rule, and actions that perform tasks in your project.

Jira Service Management already includes automation which is now being replaced with Automation for Jira. We’ve renamed the existing automation to Legacy automation and kept all your existing rules in place. You can continue to use them, but we recommend that you switch to the new automation engine, which has more capabilities and is easier to manage.

To get started, go to Project settings > Automation.

If you’re using earlier versions of Jira Service Management Data Center, the Automation for Jira app is available for free from the Atlassian Marketplace. For more info on how to install it, see Installing apps from Marketplace.

To learn more about this release, check out our release notes.