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- Community
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- Jira Service Management
- Articles
Jira Service Management
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Connect Confluence to Jira Service Management and improve your knowledge base by collaborating with outside teams who don’t need to manage requests in Jira, but do need access to create, edit, and pr...
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If you want to get started using Jira Service Management for customer service, it's as simple as creating a project with the Customer service management template. A quarter of customers use Jira...
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🚨 Time is running out to grab your free pass and join us for Team Tour: Singapore! 🚨 This is your chance to get time with Atlassian experts and your peers to talk through the challenges you’...
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Hi, Atlassian Community! We are excited to announce an early access program for new reporting functionality for Assets in Jira Service Management. We know that you need the ability to report out on...
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Featured The virtual agent is now GA!
Hey community 👋 We’re thrilled to share that the Jira Service Management virtual agent for Slack is now generally available! The AI-powered virtual agent helps teams automate support requests in...
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Hello Community , We’re launching a few exciting new features that will save you loads of time and effort as you set up and customize your team’s company-managed project in Jira Servi...
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👋 Hello Atlassian Community! Blake here from the Jira Service Management team. In case you missed it, we recently hosted an Ask Me Anything (AMA) session where we delved into the exciting world of...
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Hi Atlassian Community, I’m Manas, Product Manager for supporting data portability in JSM. For the last few months, we’ve been working with the Cloud Data Portability Team to add support for Jira s...
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Hey there 👋 I’m Nicole, a product marketing manager for Jira Service Management’s AI offerings. I’m thrilled to share that several Atlassian Intelligence features are now available for org admins ...
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We're thrilled to announce the release of three new Jira Service Management dashboard templates in Atlassian Analytics for our Jira Service Management customers. These dashboards have been meticulous...
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Hi Atlassian Community, I’m Manas, Product Manager for SLAs in JSM. We’re excited to announce that in the last few months, we’ve been working on a solution to improve SLAs for customers th...
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Update 3: Early access is now closed, we intend to enable this to all of our users in 2 stages: Stage 1: Open (beta access) - The feature is going to be available to all of our user b...
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Hello Community! 👋 It’s time for another quarterly wrap-up of all the new Jira Service Management features, educational content, and events from the past couple of months. We have new Assets featu...
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Earlier this year we released Rich Customer Context, the first of our new customer service management features for Jira Service Management. Customers and organizations now have their own profile page...
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Hello Atlassian Community, We're excited to announce a new early access program (EAP) for Assets in Jira Service Management. Our goal with this EAP is to increase the scalability of Assets to stor...
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Update as of November 28, 2023: Custom domains for all paid Jira Service Management Help Center customers are now generally available. Since announcing the open beta for this feature in August, we’ve...
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Hey Atlassian Community! We're launching object schema templates for Assets as promised! 🎉 Get started faster than ever in Assets with an initial three new object schema templates - IT Ass...
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Latest update: The EAP has been ended, but keep an eye out for this feature as we have started rolling it out. Hi Community! We are excited to announce an early access program for a new ...
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To our friends here in the Community , Are you looking to set up Jira Service Management for a business use case (e.g., human resources, marketing, analytics, legal, facilities, etc.) but don’t kn...
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Hi Atlassian Community 👋 Mohamed here, from Jira Service Management Assets Cloud Product Management team. Setting up a new object schema in Assets can be daunting - where to start, what to i...
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TL;DR - today we’re releasing the first of our new customer service management capabilities for Jira Service Management. Customers and organizations now have their own profile pages, complete with...
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To our friends on Community! We are excited to announce an early access program for a new feature in Jira Service Management that will allow you to create a new workflow and map it to an existing r...
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This workaround is intended to people that would like to set up an “Alert Notification” whenever a specific issue queue has reached a certain threshold. We will make use of Automation For Jira, JQL, ...
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Do you have a need to assign incoming requests to different agents based on the hour of the day? In most cases teams do have this need, or at least my team does. So how do you do this in JSM. Well, y...
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As today is Santa Claus Day🎅🏻, we have already sent our customers Christmas wishes. As we don’t want to make it via a classing way through email, because we don’t want to clutter thei...
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Hello Community! 👋 Fresh off the back of Atlassian Presents: High Velocity, we’ve got another “What’s New in Jira Service Management” for you! Whether you were able to join us in person in Sydney o...
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Hello Atlassian community! We’re excited to announce Board view of issues in Jira Service Management – one of your top requested features! From your Jira Service Management project, you'll be able ...
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We all love when issues are closed. One more success to celebrate. One less problem to worry about. That's why watching Opened vs. Closed reports makes everyone happy, regardless if these are softwar...
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Hello Team 👋 I'm Mohamed Hassan, a Product Manager on the JSM Assets team, overseeing the consumption of Assets data. Our focus extends to various aspects such as viewing Assets information within...
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Greetings, amazing support teams! 👋🏻 It’s Derya from Appfire. At Appfire, we’re dedicated to streamlining your workflow to ensure a seamless experience. A vital aspect of this i...
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We’re excited to announce that registration is live (and free) for Team Tour: Singapore 🎊 Join us live at the Marina Bay Sands Expo & Convention Centre to learn from A...
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At the end of September we had a great event with @Kate Clavet and @Jeremy Cooley sharing how we can use Jira Service Management and Jira Software. Thank you to ever...
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Hello Community, My name is Manpreet, and I’m a Product Manager for JSM Cloud. Today, I am thrilled to announce an enhanced experience in how Jira Service Management handles images received via e...
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ITSM today can call for some complexity with all of our amazing technology and Saas products. Atlassian Jira Service Management leaves it pretty open for us to configure it how we want and add so muc...
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We built this for one our upcoming implementations. Sharing this as we feel may benefit other practitioners. The objective of this worksheet is to gather comprehensive information about your current...
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Update: Due to a holiday in our US offices, we've moved the release date for these updates to October 11. Hi there I'm Marie and I'm a product manager for Jira Service Management. ...
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Jira Service Management customer satisfaction surveys rely on the Request resolved and Customer-visible status changed to be enabled on a project in order to be sent. A knowledge base a...
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This workaround is intended for people who would like that whenever an agent is added to the “Request participants” field, the user is removed automatically. When a customer adds an agent to their re...
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The way we manage employee experiences, onboarding, and day-to-day HR tasks has a direct impact on organizational success and employee satisfaction. In this article, we walk you through a qualifying ...
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Summary of Issue No knowledge base articles are listed within the Knowledge Base page on a Service Project. How would this situation happen? Root Cause This happens when a customer has t...
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Summary Within a Post Incident Review, there is a section above the SLAs where a linked Incident will show values such as: Incident created Incident ended or ongoing Time to resolution In...
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Summary To start, when using Automation for Jira we have a trigger that reads incoming Webhooks. When we use this trigger, we can use the {{webhookData}} s mart value to represen...
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In today's fast-paced software development landscape, efficient test management is the key to delivering top-notch products that meet user expectations and quality standards. Introducing QARA Enterpr...
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Hi community! Are you using a service project in Jira Service Management to manage incoming requests for a business team (like human resources, marketing, analytics, legal, facilities, etc.)? If ...
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Purpose: You want to hide all or some request types from the customer portal for company-managed projects. This article will show you how to achieve that. Solution: In the customer portal, th...
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Edit: The Jira Service Management virtual agent is now in GA! Learn more. Hey there Since launching the Jira Service Management virtual agent in limited beta earlier this yea ...
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After renaming a project, the Approval request email still refers to old project name - Why is this?
Problem: Following the steps in the article for editing service project details, the project name has been changed, but the email sent to the approvers requesting approval still refers to the old p...
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Jira Service Management is used not just for ITSM but for non-IT use cases as well. One that is gaining adoption is Human Resources (HR) Service Management. Recently we had an implementation ...
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