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What's new in Jira Service Management Server & Data Center 4.21

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 4.21 (full release notes here). In this release, we are excited to ship new features and improvements including:


Tailor the requests list: You can now decide which columns your customers are able to see and customize in their requests lists. Learn how to configure the requests list.

Request list customization screen


Comment reactions: We’ve introduced comment reactions to speed up and add flavor to the communication between agents and customers. Learn more about comment reactions.6 comment reactions to selectQueues in the mobile app: We’ve added support for queues so your team has full control over when and how they resolve issues.


Faster background processing: We’ve enabled a new and improved processor that’s more resilient and cluster-efficient. We’ve also improved Jira Service Management’s asynchronous processors so they won't enqueue non-JSM issue events anymore. This will decrease the pressure on the event processing on instances with mixed Jira products, speeding up the processing of SLAs, automation, and notifications.


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



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