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What's new in Jira Service Management Server & Data Center 4.18

Hi Atlassian Community,

Emily here from the Product Marketing team at Atlassian writing to you with the latest from our most recent release, Jira Service Management Server and Data Center 4.18 (full release notes here). Here are the highlights:

Show SLAs on customer portals

Agents can now show individual SLAs on the customer portal, which keeps customers in the loop and confident that their request is being worked on.


Improved customer portal

You can now disable the search bar for individual customer portals in project settings. You can also mention users in comments and issue descriptions in the same way as you would mention them in Jira. Mentioned people will also be added as request participants. 

Multiple incoming email channels for different requests

We're working on increasing the number of email channels you can configure in Jira Service Management so your customers can send emails to different addresses and get them turned into requests or comments. This feature is still in development, but you can enable and test it, and share your feedback to make it even better.

Mobile app enhancements

Agents can now approve and decline requests, reply to customers through the comment field in transitions, view JSM-specific fields such as request type and request participants, and edit JSM-specific fields such as organizations in the mobile app.

Please read the full release notes to learn more. 

Thanks for reading,


1 comment

Capi [resolution]
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
July 2, 2021

Love the individual SLA!


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