Jira Requests Tab beta ending on 4 October

[#1]

What’s changing?

On October 4, 2024, we’re ending the Requests beta and removing it from Jira. Thank you to those who participated in the beta!

On August 25, 2023 we launched Requests tab as a beta with the goal of simplifying the process of resolving requests and reduce context switching for teams working in Jira. However, the ongoing adoption of the feature suggests it didn’t quite solve those problems. Thank you to everyone who tried the experience and provided feedback - we really did listen to all of you!

Alongside other larger developments on the horizon (see our Founder talks from Team '24 for clues!), it doesn’t make sense to pursue the existing solution to try to make it work.

How does it affect you?

When the beta ends on October 4, 2024, the Requests beta feature will no longer be available in Jira.

Requests live in your service projects in Jira Service Management, so all your data will continue to be accessible from there. You can always navigate to your service projects via the navigation bar.

What can you do next?

If you are currently using the Requests tab, there are three main options to replace this experience:

• Move to using Jira Service Management directly. To make it easier to move between service and software projects, add the relevant queue or board as a shortcut in the sidebar of your Jira project.

• Create a new board in an existing software project, and automatically pull in the issues from your service project.

• Create a filter from the Issues menu in the top navigation.

This Loom video provides a short overview of how to set these options up.

For each of these options, ensure you give your teammates the Service Desk Team role in the relevant service projects so they can see issues. Find out more about how service and software projects can work together.

Please comment below or get in touch with us at jsmgrowthfeedback@atlassian.com if you have feedback about the Requests experience or about your own solutions for managing requests that come into your teams.

Cheers, and thanks for working with us on this,

Will Jenkins

Product Manager, Jira Service Management

[Dave Mathijs]

Hi @Will J what feedback exactly did you receive that did not solve those problems. I have numerous use case of larger organizations where development teams are struggling with requests and changes (i.e. unplanned work) from JSM that have been assigned to their team.

A separate shortcut link in the menu is a step closer to creating custom links or switching to a service project (not meeting the requirement of less context switching).

[Richard_Donnell]

Just to echo @Dave Mathijs  comment - context switching to JSM is an issue in my org. The requests tab was promoted (by me) as the answer to that issue 

[Will J]

Hey @Dave Mathijs and @Richard_Donnell - thanks for your feedback.

The existing implementation of the Requests Tab was pretty limited, and given the way it was originally built was going to be difficult to extend to the more complex user cases that we uncovered in further customer discussions. 

We are 100% still talking about 'request intake' as a problem we know teams have, but based on what we've learned we know that what we built wasn't going to be able to deliver - especially for our larger customers.

In terms of context switching, the best option at the moment is to create a new board in an existing software project, and automatically pull in the issues from your service project. However, if you look at the Atlassian homepage or watch any of the Founder keynotes from Team '24, have a look at the left hand side navigation - we're doing much more work to solve context switching that will be coming in the near future.