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What's new in Jira Service Management - May 2023

Hello Community! 👋 Just like the last time we posted a “What’s New,” we’re coming to you following another action-packed event, TEAM ‘23. The Jira Service Management team was humbled to meet more of you in person, thrilled to demo exciting new features (which are covered in more detail below) and to learn how your teams are using Jira Service Management to deliver what’s impossible alone — great service experiences.

This quarter’s post is full of big items you might already know about and a few smaller releases that you don't want to miss. As always, please leave us a comment and your feedback below and we’ll keep the conversation going

TEAM '23 Recap

Here are a few of our fav sessions from TEAM '23 and you can check out the complete on-demand library anytime you like.

  • End BSM Now - ITSM Keynote: Hear from Head of Product Management Edwin Wong, and Head of Product Marketing Amita Abraham on the latest Jira Service Management advancements to end Bad Service Management (BSM).

  • Getting started with the Jira Service Management virtual agent: Learn about Atlassian Intelligence and Jira Service Management’s virtual agent, which is purpose-built for fast, easy setup – no code or data science required. We walk through the simple virtual agent onboarding process and hear from Fastly about the impact they’ve seen automating tier-1 support interactions.

  • Build it, ship it, support it: Customer service for a digital-first world: This talk dives into what it means to be a “digital-first business.” You’ll learn about what’s next for customer support in Jira Service Management and how customers are using it today to deliver exceptional customer service experiences. Bonus: check out our new Service management for customer support teams' product guide

  • Atlassian Analytics Bootcamp: Learn how Atlassian Analytics can bring meaningful insights to your organization. We’ll show you how to use the pre-built, in-product dashboards to get contextual insights across Atlassian products, analyze your Assets data to better understand usage and resources, and pull data from Jira Service Management, Jira Software, and external databases to make better data-driven decisions.

  • Speedy issue resolution at Bombas with Jira Service Management: Hear how Bombas leveraged Jira Service Management to reduce back-and-forth between agents and customers, resulting in faster, more effective issue resolution.

Atlassian Analytics is now generally available for Cloud Enterprise users

Atlassian Analytics offers simple and flexible ways to visualize data across Atlassian products and other data sources. With data from both dev and ops tools, you have full visibility into the flow of work between development, IT, and business teams, to make quicker, better-informed decisions. Get rich insights from out-of-the-box dashboards for request management, incidents, changes, and service performance. Or, create your own data visualizations with the interactive custom dashboard builder — learn more.

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Assets UX Improvements - Updated Object, Navigation, and Schema Views

A simplified user interface, inline editing, and cross-schema search mean it’s never been easier to track all your things in Assets. Find out more details about the updates rolling out for Premium and Enterprise customers here.

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Canned responses

Agents face a constant stream of similar tickets throughout the day. Replying to each of these repetitive requests takes time and effort away from strategic work. We’re happy to announce the canned responses have begun rolling out to all cloud customers as of May 3rd, 2023 . Once available in your instance, you’ll be able to craft answers to common requests, and save those canned responses so everyone on your team can use them to quickly and accurately reply to customers — saving the agent time and getting the correct answer to the customer faster — read more.

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Hiding projects on Help Center

The ability to hide/customize the help center has been a popular request, and it’s finally here. Previously, all existing projects were visible on the Help Center but now you have the ability to hide/unhide Projects as needed.

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Restart a virtual machine in Azure

With the new automation rule, customers who use Microsoft Azure can now link their account to automation rules in Jira Service Management. This allows them to automate the process of restarting virtual machines in Azure, providing an additional solution that teams can utilize to decrease mean time to resolve for alerts and incidents on Azure-based IT services.

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New service project templates for sales and design teams

We’re making it even easier for more types of teams to get started in Jira Service Management. Back in October, we rolled out templates for finance and marketing teams, and now we’re adding templates for design and sales teams to set up their own service projects and manage incoming requests efficiently. These templates include pre-configured request types and workflows — learn more.

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New Jira Service Management Demo

We recently launched an updated Jira Service Management Demo with some exciting additions. In addition to updated content across all of the IT Service Management Practices, we’ve added:

  • A new, more in-depth Enterprise Service Management section that covers additional use cases including how Marketing, Legal, and Facilities can use Jira Service Management

  • How a customer uses Jira Service Management to keep track of and share their whiskey collection with friends! :cheers:

  • Hands-on tours of different product screens.

Click the dots to learn more about different aspects of the product screen and click the arrows to advance and explore the next screen.

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You can access our demo a few different ways. Either join the weekly demo with live Q&A, take a guided a tour, or personalize your tour with the specific Service Management practices you’d like to look at.

Upcoming Events

Join the Jira Service Management team at these upcoming events!

Customer webinar: How Workato cut ticket resolution time by 20% with Jira Service Management

May 16th, join Workato’s CIO, Carter Busse, and Director of Security Operations, Shyam Bhojwani to hear how Workato used automation to cut ticket resolution time by 20% and achieve a 97% employee satisfaction score with Jira Service Management. 

Register for the webinar

Connect with Atlassian at SITS 2022 in London!

Join Atlassian for Europe’s leading ITSM event SITS (The Service Desk & IT Support Show), 10-11 May in London, UK, where you can hear from top industry leaders on new strategies to improve your business. Visit Atlassian’s Stand #250 for engaging lightning talks, live demos, giveaways, End BSM swag, and more! Register for free today.

Plus, join us for our exclusive SITS Happy Hour on 10 May from 17:00-20:00 GMT at Top 1 Forever at the historical Royal Victoria Docks. Enjoy this unique location while chatting with Atlassian team members, partners, and your peers. Space is limited, so make sure to register today to hold your spot.

Team Tour: High Velocity ITSM is coming to a city near you!

Join our free, half-day event with in-depth product demos, keynotes, and breakout sessions to up-level your ITSM practices. Live in Barcelona, Amsterdam, and Munich in June 2023. Register for free today.

 

Questions about these features or events? Join the conversation using the comments below or use the “Give feedback” button directly from within the product.

Previous posts

17 comments

Max Foerster - K15t
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 07, 2023

Nice updates! 🤘🏼

Like # people like this
Peter Kinsella
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 08, 2023

great info thanks!

Like Shaun Pinney likes this

Thank you for this update !! 

Can you tell us if shared Canned response are only available in the project where is has been created or can it be shared on cross-projects ? 

Joseph
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 11, 2023

Hi @Marc-Antoine THIMM 

Yes, shared Canned responses can only be shared within the project they are created in.

cheers

joe

Like Shaun Pinney likes this

Liking the Canned Response feature!  I've found it is only available on the main screen of the issue view.  If, from that screen I transition the ticket to a status that allows me to add an internal note or to reply to customer, I do not have the option to use the canned responses.

All the other editing options are available to me, except the canned responses.

This would be very helpful to have, as it allows me to transition a ticket to RESOLVED, and on that same screen I can use a canned reply to the customer.

Like Alex Eldridge likes this

I came to ask about the same feature as Kelly Koblun. We would like to use the Canned Responses when transitioning a ticket, so that we can Reply to Customer and update the status in one step. Thanks!

Like # people like this

Hello!

Will the virtual assistant and the Help Center editor be released on Data Center eventually?

Thanks!

Joseph
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 16, 2023

Hi @Kelly Koblun @Alix Lanigan

As of now the ability to add canned response in the issue transition screen is not available. We are looking into that. 

cheers

joe

Like # people like this
Nicole Pitaro
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 18, 2023

Hi @Sam Thornton – at this time we do not have plans to release the virtual agent or help center customization features on data center.

Like Shaun Pinney likes this
Dan Breyen
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
May 18, 2023

Love the Canned Responses and the ability to hide projects.

Like Shaun Pinney likes this

@Nicole Pitaro That's a shame to hear, thank you for the reply.

@Nicole Pitaro I'm in Sam's boat as we are looking for a Bot experience to assist some of our customers and we currently have strict security policies which warrant us from using the cloud. So we have to use DC. Are there any long term plans to eventually build a virtual assistant solution for your DC customers? Maybe there is an open request that I can vote on so I can stay in the know?

Like # people like this
Shaun Pinney
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 23, 2023

thanks for the feedback on canned responses @Dan Breyen , @Kelly Koblun , @Alix Lanigan

Let us know in a comment here what you have created for canned responses so far? what are your go-to replies that you created first to save you and your team time? we want to hear them!

Nicole Pitaro
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 24, 2023

hey @Sam Thornton @Jason Michaud – really appreciate the feedback. Currently nothing on the long term roadmap but here is a feature request that you can vote/follow: https://jira.atlassian.com/browse/JSDCLOUD-12675

Like Shaun Pinney likes this
Dan Breyen
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
May 25, 2023 • edited

@Shaun Pinney @Nicole Pitaro I've created a some canned responses with a standard reply to get the basic troubleshooting information when a ticket is opened, also on an inquiry when the customer is looking for a bug fix. 

I really like the drop down to insert variables.  I'm wondering if there's a way to tweak them. It would be a more friendly message when you are inserting 'issue.reporter' (or any person for that matter) if it could only be the first name.  Instead of "Hi John Smith, I got your response. Thanks, Mary Doe" a more friendly, natural message would be "Hi John, I got your response. Thanks, Mary" 

Another option would be to allow JQL in the canned responses to make the messages more friendly.

Like Shaun Pinney likes this

@Shaun Pinney Our specialists already used 'canned responses' in Outlook when replying in email to clients regarding the same types of inquiries. We just launched our client portal using Jira and one of the first things asked for was to have this ability. We are adding in our common or informational responses to the canned responses using the individual-view setting. We don't have any for all agents yet but will see what we will set up.

I agree with @Dan Breyen I also tried using the variable for reporter and don't like it using the last name. So I need to stop and write in the reporter's first name for our conversational and friendly responses to clients.

Thanks!

Like Shaun Pinney likes this
Shaun Pinney
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 25, 2023

thanks for the feedback @Alix Lanigan @Dan Breyen 

 cc: @Kate Clavet 

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