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CLOSED: JSM June ask me anything (AMA)

Emily Dang Atlassian Team Jun 22, 2021

UPDATE: It’s a wrap for our Jira Service Management Ask Me Anything. Thank you so much to everyone for taking part and sharing your questions and feedback. Be sure to watch the Jira Service Management roadmap to get updates on new features. Lastly, please keep the questions and conversations going via Atlassian's Jira Service Management Community page. We look forward to continuing these conversations with all of you.

Emily, Jason, Liron, Vincent, and the whole JSM team


Hello Community members!

We’re wrapping up the end of JSM June with an Ask Me Anything (AMA) with the Jira Service Management product team. This is your chance to ask all your ITSM questions to our panel of experts. The hosts of this AMA will include our team of product experts, Liron Deutsch, Vincent Wong and Jason D Cruz.

As part of JSM June, participants in our AMA will also earn the JSM June Badge!

JSM June badge.png


Here's how it works:

Add your questions below any time before or during the AMA. Be sure to take a look at other community members' questions and up-vote those that you find interesting.

At 8 am PST on Jun 29, 2021 you can expect to see answers from me and my team rolling in. Watch the page and be ready to add follow-up questions and discuss further with other Community members. We'll wrap the event up at 8am PST on Jun 30, 2021, but will be sure to answer any questions we didn't get to.

52 answers

31 accepted

18 votes
Answer accepted

Another question I have is related to the complexity to configure screens. With the introduction of JSM, we now see:

  • ITSM categories Incident, Change, Problem
  • Issue types associated with these categories
  • Request types associated with these issue types

To properly setup all the forms for those, you have to:

  • Define screens
  • Define screen schemes
  • Define issue type screen schemes
  • Define the issue layout for your project
  • Define the request forms

Are there any initiatives going on to reduce the overhead related to managing all that and streamline the process a bit more?

Dave Liao Community Leader Jun 28, 2021

Why can I only upvote this once?

Like # people like this
Liron Atlassian Team Jun 30, 2021

Hi there,

One of the biggest initiatives we are starting up right now is tackling this exact problem of configuration complexity. The ideal would be that a customer would not need to go through all of the areas you mentioned. We are striving to enable as much simple straight forward configuration in the project level. If you’re interested, we would love to share more and user-test some of our designs for these areas as they become available.

Like # people like this

Hi @Liron,

Thx for that feedback. Really looking forward to improvements in that area and at the same time hoping they will really go to the heart of matter! And yes, definitely interested to participate in design feedback! 

Like Dave Liao likes this
12 votes
Answer accepted

Hi guys,

I was wondering if there's any news about the roadmap linked to the acquisition of ThinkTilt / ProForma. Are there any plans as to how this product will become integrated?

Liron Atlassian Team Jun 30, 2021

We are working hard on the ThinkTilt/Proforma integration and this functionality will come as part of native JSM in the coming months. The plan for the integration means that JSM customers will be able to configure forms to their request types easily and as part of request type configuration process. We will announce the finer details as soon as we get closer to the date.

Like # people like this

Hi @Liron would this be for both Data Center and Cloud or just Cloud? We are looking to purchase JSM this month and need Proforma for our solution so it's looking like we would need to buy the plugin as well until your offering is ready?

Like Dave Liao likes this
6 votes
Answer accepted

Hi, Team
When will have Canned Responses in Cloud?


Emily Dang Atlassian Team Jun 30, 2021

Hi Andréia, thanks for participating in the JSM AMA! This is still something we are actively scoping out right now and we do intend to work on it in the next few quarters. Please continue to check our public facing roadmap so you can follow along with new feature releases.

Like Dave Liao likes this

Hi, Emily. Thanks for your answer!

6 votes
Answer accepted


What plans are there to make better use of Confluence in conjunction with JSD.  Currently competitor products like Zendesk, ServiceCloud integrate a KB with the ability to search articles.   Instead of just popping up little articles have a full blown experience.  Instead of the very restricted ability as a "unlicensed user" in the associated Space is there plans to expand to fully leverage Confluence (including search!!).   In many organizations it's not possible to open up the Confluence space to anonymous YET the same features would be/should be available to the unlicensed users of JSD.


Jason D_Cruz Atlassian Team Jun 29, 2021

Our KB strategy is to provide a native Knowledge Base experience in JSM for JSM agents powered by Confluence. We are also aiming to improve the article view experience in the customer portal.

Towards those objectives we have recently increased the knowledge article width in the customer portal so portal customers now have a better reading experience with wider space for articles and articles can be created with bigger images and wider tables.

We are currently working on enabling a view similar to that in Confluence in the JSM agent view including features like on-click zoom-in images, playing video in-line and rendering macro styles on par with Confluence.

Regarding search, portal customers can search for articles but we are looking to improve it. It would be helpful if you could give specific use cases in search that you would like solved.

Like # people like this

Hi @Jason D_Cruz,

How will this native KB experience in JSM impact customers who are using Confluence as a knowledge base with their service desks today? Will they have to / be advised to migrate to the native experience? Will they still need Confluence when this becomes available? 

Like Dave Liao likes this
Dirk Ronsmans Community Leader Jun 30, 2021

@Walter Buggenhout _ACA IT_ 

this was also mentioned on Team 21 and in the AMA afterwards. While details were scarce at the time it was mentioned that this was going to be a Confluence style editor experience but without having a true Confluence separate instance.

I do believe it's for environments where you only want a KB and not a true document management system.

I classified it as an integrated Confluence lite :)

Like Dave Liao likes this

Hey @Dirk Ronsmans,

I've had the privilege to participate in a feedback session about it. In terms of look and feel it is indeed very much as if you were in Confluence.

My question is mainly what will happen for existing customers and their Confluence instance. They are currently paying a license fee for their internal users who are keeping the KB content up to date. So, my 2 cents: when you add that functionality as a feature directly in JSM (in which plan? at what cost? ...?), there must be some plan and messaging for all those customers who are already using Confluence for the same purpose (as it is a good solution and there is no alternative as of today).

Will this be an incentive to get them off Confluence? Will there be a content migration track available? Will Confluence and the internal KB continue to coexist in the future? 

Like # people like this
Jason D_Cruz Atlassian Team Jun 30, 2021

Hi @Walter Buggenhout _ACA IT_ , let me connect you with Joe, who is the Product Manager on KB who would be happy to walk through the nuances.

Like # people like this

I wouldn't be unhappy to be included in those conversations :)

Hi @Jason D_Cruz,

That's a great proposal! Thx! In addition to that, I can indeed imagine other folks will be interested in the topic as Dirk suggests. 

Like Dirk Ronsmans likes this

I miss the SNOW horsepower of the Knowledge Base. Weighting, seeing what search terms were being submitted, expirations, approvals.  

Emily Dang Atlassian Team Jul 02, 2021

Hi @Dirk Ronsmans and @Walter Buggenhout _ACA IT_ ! 

The first version of native knowledge base within Jira Service Management (coming in the Fall) will allow all JSM users (even non-Confluence users) to create, edit, delete articles in the connected space from within JSM. 

All details related to packaging and plans for existing customers are still in progress. However, there won't be any migration required as the native knowledge base within Jira Service Management will still be leveraging the power of Confluence.

We are running an Early Access Program for this and you can sign up hereLook out for an announcement and detailed FAQ sometime this Fall.

Like Dirk Ronsmans likes this


Our users want to be able to go to the Confluence space from the JSM to peruse articles, white papers.  The lack of search for an unlicensed user in Confluence makes it really hard to give our users the full experience of perusing an entire KB.  Anonymous users have search why can't unlicensed users?


5 votes
Answer accepted


I share the opinion of Patricia Francezi and I add a complement;

  1. Do you have any plans to have "team assignment" instead of person assign?
  2. Do you have any plans to have "team queues" with permissions related to permit or not the view of this queue for different teams?
  3. And any plans to have escalation based in teams and SLO mapped, monitored and with possible reporting?
  4. Any plans to refresh the out-of-box reports for ITSM related to Service Categories? 
  5. Do you have plans to implement security in the "Custom Fields"

5 is also in question so many times, and many different ways... but I think its not that easy to implement.... 

Jason D_Cruz Atlassian Team Jun 30, 2021

Hi @J_Acosta and @Patricia Francezi ,

Could you share more context on your use cases for security in custom fields?

I can share that we are doing a lot of work behind the scenes to make custom fields easier to work with in general. This work is in progress.

We are also reviewing issue security and looking to make that a more user-friendly feature but don't have a timeline for that as of yet.

Like Patricia Francezi likes this


Customer expects that they are able to "hide fields" based on "agent permissions". 

Like "behaviours" provided by script runner for example, BUT, OOB and with user interface for that. 

Think if Screens had an permission related..... etc.

We would like to have the possibility to add "Custom Fields" and to be able to configure the security based on Groups / Roles so that this field is confidential even for the Agents of the project.

4 votes
Answer accepted
Jimmy Seddon Community Leader Jun 28, 2021

Hi Atlassian Team!

Thank you for taking the time to respond to these questions!  Looking at the list I'm very interested to hear about a number of these.

One additional question I would add:

We have an internal development support team that handles escalations from our customer support team.  They provide that level of interference so that our sprint team don't see as many interruptions.

We recently moved them to JSM, and for the most part things are going very well.  What we would like to do is to make use of Organizations to be able to group our customer support members by product they support so that we can add all members of an organization to a request in case someone is unavailable another member can view the request from the portal.

However, the interface for adding customers to organizations appears a little clunky.  I would love to be able to add users and groups based on existing Jira users, instead I'm going to be resorting to using the REST API.

Do you see any plans to make it easier to add users that are already listed in the "Customers" list to organizations?

Thank you for your time!

Emily Dang Atlassian Team Jun 30, 2021

Hi @Jimmy Seddon, sorry to hear that the organization UI is a bit clunky. This feedback has been passed back to the team to see what can be done. The good thing is that our team does have plans to improve how customers and customer groups are managed as part of the later half of FY22. It is still early days so the team cannot comment on much detail at the moment.

Jimmy Seddon Community Leader Jun 30, 2021

Thank you for responding @Emily Dang!

I'd like to point out that we think JSM is fantastic and I'm really happy to hear that you guys are going to continue to improve thing.

Thanks again!

3 votes
Answer accepted

Thanks for doing this team! Do you plan on adding auto assign functionality (based on agent's schedules) to auto assign incoming tickets? We find we must make automations on automations to accomplish this currently.

Good one. 

With Opsgenie Routing calls, if integrated would address a lot of customers with!

Liron Atlassian Team Jun 30, 2021

Hi there,

This is on our radar to look at later this financial year but we do not have a concrete plan laid out in terms of timing and exact design yet.

Like # people like this
3 votes
Answer accepted


One more question - when Copy Issue Layout feature will be available for JSM?

Its rolling out for Jira Software, where, im my opinion is usefull, but not as important for admins as in JSM. 

Considering the new ITSM template, its category and the need of creating Customer Request types to all of Categories to be in queues, creating CRTs are really high effort demand to have a common layout, using the new issue view.... 

Help us! :)

Emily Dang Atlassian Team Jul 02, 2021

Hi @Patricia Francezi ! We don't have exact timing but this is on our radar for this financial year. More details will be coming on this soon. Please watch and follow this ticket for updates

Im my opinion this is a Platform feature, and considering that we MUST have Customer Request Types, this feature should already be in place.

3 votes
Answer accepted
Dirk Ronsmans Community Leader Jun 28, 2021

Another one I was thinking of is:

What's the idea behind Ticket Categories? Based on the Ticket categories you get a few default Queues but it seems then that only the items from the Portal are automatically triaged in those categories.

When you manually create an issue you seem unable to choose the ticket category.

Due to this we're having to look at multiple queue's to find all the issues (both portal/walk-in/phone sources) 

will this concept become more streamlined? Or what's the bigger idea behind those ticket categories?

@Dirk Ronsmans Are you talking about Request Types? Those can be changed manually if entered wrong, or generically. We receive email requests, then recategorise them to the closest request type by clicking on the request type, which provides a drop-down. 

Screenshot 2021-06-30 at 07.11.07.png

Dirk Ronsmans Community Leader Jun 30, 2021

Hi @Matthew Day

Sadly I'm not talking about Request types :) let's see if I can illustrate it a bit more.

Right now within a JSM project you have your regular queues and then the "ITIL" queues which are prefiltered on the "Ticket Categories"


When you open for example the "Incidents" grouping here you can see that the filter for one of the underlying queues is prefiltered on a ticket category;


You now have the regular queues where you have all your freedom but you also have these grouped queues that go by Ticket category.

An agent might assume then that all his incidents are listed under the "Incidents" grouping but thats incorrect as when you create an issue manually you don't have the option to set that ticket category right?

Emily Dang Atlassian Team Jun 30, 2021

Hi @Dirk Ronsmans, thanks for participating in the JSM AMA.

The idea of ticket category is actually to introduce the idea of practice into Jira Service Management. The product has concepts such as request type which controls the forms the customer sees and issue types that control the workflow, fields etc. However, we are seeing more and more customers use JSM for various practices such as incident management, change management etc.

By having ticket category, it allows us to start grouping similar practices together. These could be coming from different request types and also have different workflows but they are all actually the same practice. For example, with Change management, you may have multiple issue types for normal, standard and emergency change that each maps to multiple request types. With ticket category, we are now able to easily identify all of issues and request types that are for the Change Management practice.

With this, the few default queue is just the start. With ticket category, we are able to provide newer functionality and more opinionated functionality to the various practice. For example, in change management, we launched change calendar but in the future we could have an issue view that is better designed for change.

We currently map ticket category to request types as issue type is a cross project concept. The recommendation is for an agent to choose request type when they manually create a ticket which will have the practice attached. However, we are definitely looking into improving both the manual create experience and also finding better ways to connect the ticket category so situation like you mention wont happen.

Ticket category is still a very early concept for us. If you would like to speak more about this topic, our product manager working on this, @Jehan Gonsalkorale  (, would love to chat with you.

Like # people like this

We should be able to create categories in this queue. It would improve the adoption of ITSM practices (even they are already ready to be adopted).

ITSM users are very tied to the "process names and what they mean in the service lifecycle".

Im also interested in give my feedback for this one, if possible.

Dirk Ronsmans Community Leader Jul 01, 2021

Hi @Emily Dang ,

Thanks for the explanation. I'm curious to see how it will evolve then cause you mention

With this, the few default queue is just the start. With ticket category, we are able to provide newer functionality and more opinionated functionality to the various practice

From what I can gather then it would mean that Atlassian will decide which issue types will be grouped in to the default "process/practice" queues. How would that evolve if we create our own issue types but adhering to a certain practice? I would like to do that with Request type to a single issue type but if you need multiple workflows you currently can't have multiple workflows for the same issue type..

My main issue/concern was that it was controlled by the platform and we could not set the ticket category manually (or I missed it) which ment that you had multiple entry points for issues (either with the ticket category or without and then you get a fragmented view on the queues related to the practices (created through the portal or linked to the the Customer Request type field) and then other (non customer request type) issues would go in to the other queues fragmenting this view.


That might be something that I'm not 100% clear on yet. I would be happy to discuss this further or recieve more detailed feedback on it if possible :)

3 votes
Answer accepted
Pushpkant Garg Community Leader Jun 25, 2021

I have been providing consulting services to many companies for quite a long time. I have been asked these questions many times. 

  1. Currently, JSM's catalogue management is not good compared to other ITSM tools available in market. When Atlassian will improve catalogue management within JSM?
  2. When Atlassian will introduce dynamic fields in JSM which other ITSM tool offers OOB? 
Liron Atlassian Team Jun 30, 2021


  1. We know that we have an opportunity to do something great as it comes to service catalog management. One of our biggest initiatives for this financial year is in this area. We are planning to have several releases in the future to help solve this problem more and more, one bit at a time. Stay tuned!

  2. Atlassian recently acquired ThinkTilt, the makers of Proforma Forms. As such, we are working hard on integrating Proforma with JSM natively, meaning that you will be able (amongst many other things), to have dynamic fields as an OOTB feature as well. This should be available by end of this calendar year. We will provide more details closer to the time of release.

Like Dave Liao likes this
1 vote
Answer accepted

I hope this isn't too late but better AD integration would be amazing. 

We use Atlassian Access for SSO licence management and provisioning. So AD groups can be read...

The use case is Jira already knowing who a user's line manager is for approval.

There are addons that fill this gap but honestly it's such a standard feature in other ITSMs that it should be available OOB.

Big +1 here - in fact this functionality which we assumed was already in place was the only reason we were considering adding Access.  (specifically checking for Line Manager for approvals).  There are many other use cases too.

Well you can always import your organization structure in to Insight and use that data to manage the approvals.

Since a user account in Jira doesn't really have any additional properties that you can fill adding the user details/information regarding the user in an Insight Schema is the easiest and can very easily be read through automation.


We just need to wait now for better AD -> Insight integration on Cloud

Like Jonna Ranbrandt likes this

@Anthony Martin 

You can automate routing of approvals to managers from Azure AD/Okta using the Multiplier plugin on Jira cloud:

This uses post functions to pull in the manager from Okta and insert that into the Approvers field in Jira. See this for more details:

Here's a quick 90 second demo:

1 vote
Answer accepted

Hi there 

Is there anyway to export data from Service Management?  I want do to some deep dive analysis of incident raised in excel but I can't seem to find any option to extract my "Done" tickets.

Any help appreciated!



Hi @MyDentons Support,

You should be able to export your JSM tickets from the issue navigator (navigate to Filters > advanced issue search).

Just define any selection of tickets right there and you can export the data to csv format. 

Dirk Ronsmans Community Leader Jul 01, 2021

Just beware of the multiline text fields :) They are no fun to export :D 

But for reporting I doubt you'll need those, so make sure to not include those or they will break your csv..

1 vote
Answer accepted

Hi Apologies if this question has already been posted, but when will we have the ability to override the domain escpecially for the customer portal this is soo important to us. Right now we have two ITSM projects and its very confusing to our customers as the helpdesk URL doesn't bear any resemblance to the services.

This should be a priority we had this functionality on Zoho and JIRA to me is a far superior product but lacking in this respect.

Dirk Ronsmans Community Leader Jun 29, 2021

Hi @Cornelius Maximen ,

that is something that’s being worked on. You can see more details here.

Like Dave Liao likes this
Emily Dang Atlassian Team Jun 30, 2021

Hi @Cornelius Maximen, thanks for participating in the JSM AMA. Thank you for the quick response, @Dirk Ronsmans

This was scoped for the original custom domain work which not only allows the ability to override portal domain, but also to set a custom domain on your Atlassian site. However, there was a critical security problem and there is currently a team working out a solution while ensuring our cloud security standard is met. For more information and to keep up to date with the team’s progress, please follow the suggestion ticket Dirk linked above. 

1 vote
Answer accepted

Hi team!! Thank you so much for providing this opportunity!

I have a couple of questions:

1. In JSM, it is told that collaborators (engineers/people from software team,  who have access to Jira Software) can be assigned to tickets raised by agents. But how do we add collaborators to JSM ? We have only 3 roles under JSM, Admin, Customer and Service desk team, If we add collaborators under "Service Desk Team", Will the Atlassian charge us for collaborators , as they are assigned the same role (Service Desk Team) as Agents ??

2. Our company mail is under gmail, but with company's domain name (, so now under Email requests, "Connect a custom email account", if I plugin my company's mail id under gmail, it is not working. When I chose, "Other", it asks for Mail server, Protocol and Port.. Can I get help with these inputs..?? 

Thank you so much in advance.

Dave Liao Community Leader Jun 28, 2021

@Lavanya - if you haven't yet, I'd definitely also ask these questions to the larger Community. Use the "Ask the community" link in the header, then choose "Jira Service Management". Good luck!

Like Lavanya likes this
Dirk Ronsmans Community Leader Jun 28, 2021

Hi @Lavanya ,

I can’t speak towards your email problem, like @Dave Liao mentiones maybe that’s better for a separate question towards tte broader community. 

As far as the collaborators goes. You can find more information here


a collaborator isn’t a real role. If you give a user with a JSW license permission on the JSM project they will get limited rights without a JSM license. 
They cannot use JSM specific functionality (SLA, queues,..) or be assignee on an issue but they can add comments, be mentioned among a few. 

Like # people like this

Just want to share my experience:

I added the Collaborator to the role "Service Desk Team", but after adding, the collaborator can use all features that of an agent, I mean collaborator can be assigned to a task, can access Queues, reports and so on which should not be the case as per Atlassian support.

In Atlassian support it is stated that:

"Collaborators don't have access to the service desk interface (e.g. queues, reports and SLAs) and service desk projects appear as JIRA projects to them. They cannot work on issues, for example, logging work or transitioning issues."


I think, adding Collaborators doesn't work if we have free JSW.

BTW we have standard version of Jira Service Management and free version of Jira Software.

Thank you !!

Dirk Ronsmans Community Leader Jun 29, 2021

That would mean that they actually have a JSM license assigned to them (and thus application access)

I would verify what groups that user is in and if you maybe added one of the software groups to the application access for JSM.

Like # people like this

Thank you @Dirk Ronsmans

It works fine now.. did some changes on permissions setting and now it works as expected..

Thank you once again !!

Like Dave Liao likes this
1 vote
Answer accepted

Would it be possible to move the event to lunchtime PST? We're in AU and there's no comparable event in our timezone. Thanks for considering, best Ulrich

Emily Dang Atlassian Team Jun 24, 2021

Hi @Ulrich Kuhnhardt _IzymesCo_ We made this event a virtual 24 hour AMA to accommodate all timezones. smile Feel free to add your questions before or on June 29th and our team will answer them by June 30th. Let me know if you have any questions!

Like # people like this
0 votes
Answer accepted

Hello New here and trying to take advantage of all features that Insight asset management has. my questions is, is there a way to create a dependency between objects based on a response? for example, i have Asset Details, inside of that i have Manufacturer, Model, OS. when i add some attributes to lets say for my Mac computers that asks for a manufacturer, when i choose Mac can i have other labels filter to only show Apple Models and MacOS? at the moment i have my dependencies set but it still shows all options so if someone pics Apple for Manufacturer and they move on to the next attribute which is Model it would still show all models even non Apple Models. Same goes for OS, it would still show Windows 10 Pro instead of just MacOS Big Sur. 

Insight Object Schema - Jira - Google Chrome 2021-06-30 at 11.19.33 AM.jpeg

Emily Dang Atlassian Team Jul 02, 2021

Hi @Jose Flores _Jira_, thanks for participating in the JSM AMA.

It sounds like you would like to change the contents of an insight field based on the contents of another field. You can achieve this by utilizing Filter Issue Scope (read more here:

Filter issue scope will allow you to bring in the scope of another field in order to help narrow a search for a given field. The above documentation should outline further how you should be able to implement this in your specific use case.

0 votes
Answer accepted

hi everyone, wish you all well. Thanks Atlassian for giving us this opportunity to ask questions that we couldn't find a solution on forums. My questions are below:


1. Internal Comments

We use Jira Service desk/management (JSD) on-prem, all of our internal staff are counted as customers, and out IT team are the admin. We want to make sure all the customers can not see all the internal comments (which they can at the moment), all the customers are in the jira-access-users group, admins are in the jira-admin-user group, could we get some help please?


2. Automation.

How do we set up an automation where it auto escalate priorities based on date created?

i.e. If a low priority ticket hasn't been touched for 3 days, auto escalate to medium priority.

I have read but struggling


Any support will be appreciated.



Emily Dang Atlassian Team Jul 02, 2021

Hi @cissie chen, thanks for participating in the JSM AMA.

  1. You should be able to do this by removing browse project access for your internal staff on those projects.

  2. There are two ways - one way is to use the schedule rule trigger once a day and match the JQL of low priority + last updated less than 3 days, and action on that (this tutorial might be helpful -

    The second way is to set an SLA to when the ticket is updated/actioned and when the SLA triggers, it fires an automation to escalate.

0 votes
Answer accepted


While using JSM cloud, we are using a forwarding rule to send mail to JSM mail's address to create issues and comments. But we are facing the following issues:

1. For some tickets, the comments are not tracked by JSM and hence not reflected on the portal, For example, an issue was created with Email-Type Request and when someone replies on that email, ideally a new comment should be added to the issue/ticket created earlier but It is not happening and that comment is not tracked anywhere on JSM, neither as a new ticket nor as a comment in the existing ticket.

2. To resolve the mentioned issue, one of the members of the community suggested including email in the project instead of forwarding emails to JSM's ID, We tried doing that also but we are not able to get it done and was facing the attached issue.

jira mail.png

Please help us resolve this issue and Let me know if I'm missing something.

Jason D_Cruz Atlassian Team Jun 29, 2021

Every incoming email is logged in the Processing Logs along with details if a request or comment was created or if neither action happened. This would be a good place to start to understand why tickets or comments aren’t being created.

If you already have a support inbox, we’d recommend connecting it directly to JSM. We support Microsoft OAuth and are adding support for Google OAuth in the next month. From your screenshot it looks like you’ve attempted to connect using the Custom Mailbox feature. Please check this document to ensure that you’re following the correct steps. There could be cases where the credentials are correct but the mailbox has 2FA or some other settings limit the ability of less secure apps to access it. The best way would be to reach out to support or I could help debug further.

Like Emily Dang likes this
0 votes
Answer accepted

My team might use JSM to manage developer requests, but sometimes we'll want their ticket entry to go straight onto a different board. Is it possible for users to submit a ticket in a JSM form, have that ticket go straight to a different Project (Jira Software), but yet still be managed/visible in their own portal? It's important that there's visibility and collaboration between the dev teams and the requestor.

For more context, we have users without Jira accounts performing user acceptance testing, and we would want to utilize this for capturing bugs, but manage the bugs on a different project board and keep the JSM board for miscellaneous requests and bugs that are not a part of active projects.

Emily Dang Atlassian Team Jun 30, 2021

Hi @A.J. Apple, thanks for participating in the JSM AMA. There are a few ways this can be achieved.

  1. One way is by using automation and creating a linked issue on the Jira Software board and have automation ensuring field values/ comments between the JSW issue and JSM ticket are synced.
  2. The other way is simply by creating a new board in JSW, but create the board pointing to the existing JSM project. This way all the JSM requests will show up on the board. This method only works for company-managed Jira Software projects though.
Like John Funk likes this
0 votes
Answer accepted

Hi, what's the latest on migrating Insight databases? Not only do we have the content, there is a lot of value for our users in the change history of these objects as well.

Emily Dang Atlassian Team Jun 30, 2021

Hi @Arnt Witteveen, thank you for participating in the JSM AMA! For Insight Cloud app database to Insight for JSM Cloud, export/import functionality to get databases from the app into the integrated version will be available by the end of summer.

For Insight Server/DC to Insight for JSM Cloud, we are working on it but it will be further out in the future. One of the things we need to look at, especially for server, is if and how we can preserve that history.

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Answer accepted
Kalin U Rising Star Jun 29, 2021

Hi, JSM team.

Here are my JSM cloud-related questions:

1. Can JSM customers submit an email address in the service request form and then that email address become a customer and be added to the portal automatically?
Case in point: customer A raises a ticket and fills in an email address; this belongs to a new team-mate of hers (user B) who doesn't have a Jira account yet; when the ticket is submitted, B's email address is used to create a "customer B" and customer B is added to the respective service desk. Customer B is then even added as a request participant (but that's an extra step).

2. Can customers directly reply to JSM email notifications, thus avoid opening the service desk and commenting under the related issue?

3. Is it possible that a single company have 2 Jira instances at the same?
Case in point: company A already has its Jira instance at; it now wants to have a second instance at allowing users from the first instance to access the second instance too.

4. Can SSO be utilized on two or more different Jira instances?
Case in point: company A and company B have their own Jira instances: and We want to allow a certain set of users from company A to access company B's Jira instance without having to sign up with company B's Jira instance, but use their existing AD accounts.

Looking forward to your suggestions. Kudos for the AMA initiative.

Emily Dang Atlassian Team Jun 30, 2021

Hi Kalin, 

Thank you for participating in the JSM AMA! Here are @Jason D_Cruz's responses to your questions.

  1. It is possible for JSM customers to submit an email address in the service request form and then that email address become a customer and be added to the portal automatically? Please see this post for more details on how to get this to work. One thing to note is that you must have the correct Customer Permissions settings enabled for customers to add new customers.

  2. Customers can directly reply to JSM email notifications and communicate solely by email based on project settings.

  3. Yes that is possible, with the organization concept you are able to have your Company create multiple instances and control who gets access to what. On top of that if you are looking for run Jira across your organisation you can check out our enterprise tier - which gives you a licensing model where you only pay for user once in your organisation and they can have access to as many instance as you create in your organisation.

  4. This should be achievable with Atlassian Access along with the organisation setup mentioned above.

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Kalin U Rising Star Jul 05, 2021

Thanks, @Emily Dang and Jason for the prompt responses.

Can you elaborate a bit further on "This should be achievable with Atlassian Access along with the organisation setup mentioned above." How can I set up SSO for multiple instances within the same organization if they use different ADs?

Hi JSM team,

My feeling is that the last year or two of changes (maybe more) has been geared at fancy new features with less focus on improving existing functionality, to the extent that in my view quite a huge list of core functionality remains incomplete.  I'm not going to single out any individual points here - I am referring to the very broad strategy of adding dozens of bells and whistles while there are dozens if not hundreds of essential functionalities that have been waiting on "gathering interest" etc. sometimes for years.

I understand the reasons for the features-first approach (sales) but may I ask - is there any intent on taking a step back and solidifying the core system for some period of time?  Is my concern above something you've seen/heard a lot of, and if so, could you put our minds at ease in any way?

Don't mean to be a meanie, I really do love Jira quite a lot (and am warming up to JSM), but I really want to be more comfortable if we're really going to make this a part of a medium-sized business.  Thanks for any information you're able to share.

Kind regards,


I agree. I too often look for a feature that my client expects to be there and find a ticket from 2013...

Why do you need to gather interest on basic features? I swear, Atlassian would gather interest to see if a seat was wanted in a car.

Emily Dang Atlassian Team Jun 30, 2021

Hi Anthony - thank you for taking the time to participate in our AMA. Our team definitely hears you and this is something we’re committing to addressing in our new fiscal year, which starts in July. We will have a team dedicated to the core Jira Service Management experience and they will be focused smoothing out the interface and releasing some of those essential functionalities that I’m sure you are referring to. We also spun up an email team to focus on some long standing email issues as well. Please continue to check our public facing roadmap so you can follow along with new feature releases. Let us know if there is anything in particular you are looking for. Thank you so much for your feedback!

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Answer accepted

Are enhancements for Multi-sort or KB on the roadmap? Loving JSM but missing a few things from previous service desks.

  • Is multi-sort on the way? I monitor the workload of a number of people and its very effective to group by Agent (or sort) and then sort by Priority and Created.  

  • The KB would be (much) more effective if I could weight the articles. I miss this control from previous service desk. Would also be good to be able to see user's search terms so I can tweak labels or create articles that don't exist.  
Emily Dang Atlassian Team Jun 30, 2021

Hi @Joshua Mathewsthank you for your feedback! We are exploring the knowledge base features you mentioned and have a number of KB enhancements on the Jira Service Management roadmap. Please check this public roadmap for the most up to date timeline.

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Answer accepted

How are you handling approvals on tickets? We have a workflow where a request may require manager approval and we'd like that to be documented in the ticket comments. In this case a manager is not a JSM agent but a member of internal teams. 

Hey @Justin Boykin ,

Approvals is a standard feature in JSM.

You can configure a (or multiple) statusses with an approval step. On that configuration you can specific what field the approvers need to be read from and how many approvals are required for it to move on. (you can also specify what needs to happen when you decline).

This is not documented through the comments directly but the approvals will be shown on the ticket itself (in what step and by who)

The manager does not need to have any license assigned to them, they can simply be a customer and approve through the portal.  (so they will need to added as a customer, but that's a best practice for all internal people if you are an internal service desk)

How that manager is set however is the tricky part, you can automate it if you have the source for that or someone can manually select the person who needs to approve.

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The approval must have access to the "Jira Service Management Portal" 

On the project Setting -> People 
Make sure the group has the role of "Customer" 

they don't required a Jira licence to approve request in Jira Service Management 

How I handle approvals:
Generally I just let the submitter choose the appropriate manager. Most people choose an appropriate approver. Those that don't we either set a valid approver (if we know) or we kick it back to the user to try again (if we don't know).  

If there are a small/fixed number of approvers then a dropdown is awesome but usually it's just a people picker. 

The approvers go to the Portal and click Requests in the top right to see what's pending (or approve from their email alert).  As Dirk said, none of these approvers have a JSM license. 

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how can we on Jira cloud after making a custom field through connect app has the field do some sort of calculation like custom filed divide by story points and display the answer in a new field?

You might be better served by asking this in the Developer community:

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Hello and thank you for this open session for questions,

In fact I have question about the security and the vulnerability of Jira confluence as software. Did you fixed the security problems raised recently? 

As a customer I am worry about the use of the sensitive information to be stolen or to be used in wrong way by hackers.

I have read some articles about that that's why I am asking for more info about it.


As far as I know, this page ( lists all publicly disclosed issues.

The last one for Confluence was Dec 2019. Might want to provide a bit more detail/specifics, otherwise this is a pretty vague question that will be difficult for them to answer in a meaningful way.

Emily Dang Atlassian Team Jul 06, 2021

Hi Nour, thanks for participating in the JSM AMA! The link Derek mentioned above is the best place to see the latest publicly disclosed issues. Our team also address the vulnerabilities reported by Check Point Research here, Let me know if this addresses your question. Thanks!

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Answer accepted

Hi Emily & team,

I'm interested in knowing some more about certification:

  • How well received have the Jira certifications been thus far?
  • Any new certs on the roadmap?
  • Any discounts for the wider Jira community? (Cheeky ask!)

Thanks, keep up the solid development!

Emily Dang Atlassian Team Jul 02, 2021

Hi @Matthew Tutcher, thanks for participating in the JSM AMA. We’ll have 2 new Atlassian Certifications launching in July and August. The first is Managing Jira Projects for Data Center. There are no discounts for Community members, but Managing Jira Projects will come as a bundle with the related course, and costs only USD $100.

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Hello Team,


I'm New to JSD / JSM and JWM.

Where can I explore these topics and tutorials from Atlassian.




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Answer accepted

Hi there,

This isn't JSM specific, but is there anything on the roadmap for promoting changes from the Sandbox to live?

Currently development takes place in the Sandbox but there is no good way to transport these automatically into production and there is manual effort to re-configure in production. This can mean that activities are missed or mistakes can be made.

There is a huge focus from Atlassian on customers being able to easily apply changes to their own products via git and other products... But then applying changes to Jira is to manually input changes into production.

Other ITSMs can do this via update sets.

Many thanks,

Emily Dang Atlassian Team Jul 02, 2021

Hi @David Meredith , nice to chat with you again!

Yes, we are calling this “data promotion” and it is on the roadmap but it won't happen for a while. In the meantime, we recommend checking out either: 

Our Product Manager @Matt Tse can answer any other questions you might have about this topic. Thanks!

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Answer accepted

I'm using Jira for my PhD project. I would like to put my papers/products till 2026 in the road map. Is there a trick to achieve this? Now it seems the road map only supports an overview till 2023.

Hi @jakorten, thanks for being part of JSM AMA! The two links below should help answer your question. smile

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Answer accepted


If I hide an internal IT Helpdesk project from the Help Center (currently used for an external-facing portal), is it possible to make the hidden project available to only employees to access/submit/update tickets to? I found this How to hide a project from Help Center but it doesn't go any further...

Dirk Ronsmans Community Leader Jun 24, 2021

@Nick Savage projects are only visible to the customers you add on that project (and the agents who handle the tickets) so normally if you define your customers either with the internal employees or external customers the projects should only show for who you add

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@Dirk Ronsmans Thank you. It would seem I'm missing something. 

To clarify: By default all customers can view? I have to explicitly deny external customers from viewing? Would you please point me to where I explicitly deny external customers.

Project settings > Customer permissions shows the


No customers are listed as addedcustomer permissions.png


This is the existing Help Center with customer service portal before adding my IT helpdesk project/portalbefore create project.png


This is it after without hiding IT helpdesk portal/projectafer adding project.png

@Nick Savage ,

As who are you looking at that portal? As your own account (who has JSD application access? going by the NS in the top right corner I'm guessing so)

Your settings say "only customers who are added to the project can view" and your customer list is empty so a regular customer who can log on to your portal will not see the project.

You, as an agent however, will see all the projects on the portal that you have "browser project" permissions for.

You really need to distinguish between a customer and an agent and when a person logs on you need to verify if that person has agent access/browse project permissions.

Imho, as it looks right now, only users with browse project permissions will be able to see this helpdesk on the portal (so that means licenced agents) and you have no customers defined so nobody without a license will be able to see it on the portal.

This might take a bit far tho if it's not clear yet so not sure if we should split this from the AMA thread :)

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26 votes

Hi team!

  1. Do you have any plans to have "team assignment" instead of person assign?
  2. Do you have any plans to have "team queues" with permissions related to permit or not the view of this queue for different teams?
  3. And any plans to have escalation based in teams and SLO mapped, monitored and with possible reporting?
  4. Any plans to refresh the out-of-box reports for ITSM related to Service Categories? 

The first 3  are the main request from customer coming from tradicional ITSM tools. 


You took my questions. This is great! It would be so helpful if you could have the team assignment. I work with many projects and within those, there is usually at least one other person that is part of the project or even task. Please make this happen to improve not only the quality of the projects but will also help metrics. 

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How do I generate an API key?

@jeff.dunn nice! lets wait on answers :)

Hi Patricia

This is a major focus in our team as well as JSM grows to fit our organisation.

I am glad you listed this as you asked in a more concise way than I could:)

Look forward to their response.

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Jason D_Cruz Atlassian Team Jun 29, 2021

Hi @Patricia Francezi ,

I can chime in on a few questions. 

We are exploring the concept of assignment Groups / Teams for issues and hope to have more details soon but we are some way out from releasing anything in-product.

We also have exciting developments coming out in the reporting space which should start flowing in towards the end of the calendar year which includes new out-of-the-box reports, visualizations, and the ability for better custom reporting.

Please continue to check our public facing roadmap so you can follow along with new feature releases.

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Dirk Ronsmans Community Leader Jun 30, 2021

@Jason D_Cruz

Regarding reporting, what are the plans for integrations? I read about the acquisition some time a go but it seems quiet about that :)

Like Patricia Francezi likes this

Hi @Dirk Ronsmans - Great question! The platform team at Atlassian is currently scoping the integration across the entire Jira platform but we don't have more information to share or a release date at the moment. Keep checking our public roadmap for more updates! 

Like Emily Dang likes this

@Jason D_Cruz thanks for your feedback.... 

Those itens are main pain points when discussing migration with customers... 

queues we had an improvment, yes, but not even near the ITSM public needs..... 

I hope atlassian changes its mind and ship it. 

Liron Atlassian Team Jun 30, 2021

Hi , Jason already answered most of this but just chiming in for missing bits:

as for (2): No current plans, but it is on our watch list. We will be evaluating this in the coming quarters.

(3) As part of bundling Opsgenie within JSM we are going to be incorporating more and more Opsgenie features as native in the JSM interface and in JSM objects. First step is around the Incident object in JSM, which will soon be able to include incident response features such as alerts, responders etc and be further connected in that way. Is this what you’re referring to?

Like Dave Liao likes this

Hi @Liron 

3 - is not this. 

SLO is a ITSM metric (very commom and useful) that composes the SLA.

Service Level Operations. The sum of SLOs between teams, areas, providers etc, should not be higher then the Service Level Agreed with customer.... 

So the tradicional ITSM tools monitor every  "escalation", to monitor and control, and improve the metrics, including make a decision about modify the SLA with customer. 

In another point of view, as a customer of a service provider, this would be my SLA with them, for example... 

You can reach me for further explanation and scenarios if you prefer.

15 votes
LarryBrock Community Leader Jun 22, 2021

Thank you JSM team for this opportunity!

1. Will we see a tighter integration between what were Opsgenie parts and Jira Service Desk parts in the near future? (I frequently see a site switch and an extra authentication cycle.)

2. What is on the roadmap for Insight as part of JSM?  When will we see a better connectivity to Insight Discovery?

Thanks Larry.  Also interested in this!
1. We need Incoming Call routing from Opsgenie.  Will this come to JSM version?

2. We just started setting up our CMDB in Insight.  Looking forward to full feature set.

Also interested when the JSM version of Insight will have auto-discovery available (if ever). 
Side note: Having Insight showing in two different places with two different feature sets available is VERY confusing to end user. I think that update was poorly communicated and not thought out. 

Screenshot 2021-06-30 at 06.46.29.png

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Dirk Ronsmans Community Leader Jun 30, 2021

@Matthew Day 

Well Auto discovery is available.. you just need to upload the file manually at this time but I understand they are working on automating that too.

Liron Atlassian Team Jun 30, 2021
  1. Yes, we are actively working on better integration between Opsgenie and Jira Service Management parts of the product. The first thing we are going to release in the coming months is around consolidating the Incident object across the two, which will unlock many capability benefits as well. Following that, we expect to tackle more of this with multiple teams. More updates on this to come in our public roadmap soon. As for the extra authentication, this sounds like a bug, are you able to raise a support ticket for this please? The ‘site switch' you’re referring to, sounds like the interface switch to Opsgenie, which is right now normal. We are working to solve these issues though.

  2. Our team is working on automated connectivity as part of our ongoing efforts to improve importers and integrations with Insight Cloud. There is no specific timeframe yet but it’s an area of priority. Please continue to check our public facing roadmap so you can follow along with new feature releases.

  3. As for incoming call routing, we are exploring a few possible avenues in enabling this in JSM, but do not have any concrete dates to share just yet. Stay tuned on this one please.

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13 votes
Dave Liao Community Leader Jun 22, 2021

What are the JSM team's plans to align with the JWM team?

Conversely, what are the team's plans to further differentiate JSM from JWM?

JSM and JWM share some overlapping functionality (e.g. JWM's Forms feature feels like an upgraded issue collector with a JSM-like Request form editor) so anything that can be done to make JSM and JWM even more unique will make it easier for Jira admins to recommend solutions to users. 🙏

I'm pretty interested in JWM, and especially the 'alignment' part of this question!

I could see JWM being helpful for projects but my team also still needs to work in JSM (and I would like unified work visibility and metrics); spreading work across both sounds tricky for the fulfiller.  

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We are very interested in the answer to this question.

We love that the multiple product streams are producing so many great new features but it's a source of frustration so many are silo'd. Our internal service teams love JSM for the portal, request types, SLAs, etc. but really really want to use JWM's new feature set for calendars (and on a Kanban board!). 

Here's hoping we eventually move away from all the three letter acronyms and JSW, JSM, JWM etc. coalesce more into just "Jira". Everything is on the menu, we would like it on one plate! 

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This is a great question. JWM is a new product but the JSM team is starting to work more closely with that team to streamline functionality, make sure that customers can clearly understand the difference between the products, and recommend the right one to your teams. Here’s how we see the difference between the two:

  • Jira Service Management is built for service management use cases and workflows that support service requests, incidents, changes, problems, and asset & configuration management. Teams like HR, legal, finance, marketing and beyond should use Jira Service Management for requests submitted by their “customers” (aka other employees) to help them with onboarding, legal contract approvals, finance approvals etc.

  • Jira Work Management is purpose-built for those same business teams but for back-office, project-based work. For example, if the HR team is implementing a new system, JWM is the perfect tool to track that work.

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12 votes
Dirk Ronsmans Community Leader Jun 23, 2021

A lot of good questions here that I'm upvoting!

  • I myself am wondering if there are any plans to integrated Business Process design in to JSM. A pet peave of myself for a long time is finding a way to design a BPM/BPMN like model within JSM and triggering it as a specific Service offering/Service Request.
    Think, dynamic Service Requests :)

    Something like: image.png


  • Also, what are the plans with the ThinkTilt acquisition on integrating ProForma in to the JSM portal?
  • Are there any plans to allow an Agent to create a request by selecting it in their regular view but with the form from the Request type? (right now you can select the Request type but the form remains the one linked to the issue type). Would make it easier for Agents that work with calls/walk-ins to have a more guided approach

Other than that you guys are actually delivering on most of my long awaited enhancements. Still over the moon with the Change Calendar.

Dave Liao Community Leader Jun 23, 2021

Yaaaaas, totally forgot about ProForma! Thanks for asking this Dirk!

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Yes proforma updates please :)

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Would be great to see a roadmap for ProForma integration.

So if we want to purchase JSM in July 2021, sounds like we still need to purchase ProForma as a plugin for now?

Liron Atlassian Team Jun 30, 2021

Hi there,

  1. I am not aware of any plans in this area, although workflow + automation should probably solve this. If youre able to provide more detail to help me answer this would love to hear it.

  2. We are working hard on the ThinkTilt/Proforma integration and this functionality will come as part of native JSM in the coming months. We will announce as soon as we get closer to the date.

  3. Yes, we are planning to build this for the internal create button so that it displays the request type fields as you mentioned. This is on the roadmap to ship in about 6 months time. Please watch this ticket for updates

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Dirk Ronsmans Community Leader Jul 01, 2021

Hi @Liron ,

Thanks for the feedback. I'll be keeping an eye out for the ThinkTilt announcement and the updates regarding the internal Create button!

With regards to my first question, I'd love to explain it further cause I don't seem to be able to convey the functionality i'm missing properly :)

Using a workflow + automation might indeed work but would become very complex and inefficient very fast. The idea is that you have several Request Types (on the portal) which link to the same issue type (with the same workflow).


  • Onboarding new Employee
  • Request new Hardware
  • Provision virtual machine
  • ...

All these could be considered Service Requests (which might result in a Change later on) and would go through the same high level workflow.  (e.g)

Open -> Awaiting Approval -> In Progress -> Resolved

These Service Requests however, would need to be handled differently once approved (so in the In Progress status) and then a secondary workflow (like in my screenshot) would become the leading actor until this flow is finished and then transition the request itself to Resolved.

This secondary workflow could then contain decision points/parallel tasks/mutliple teams but all in (dynamic) sequence.

If we were to do this with a workflow and automation that would imply that we need to translate each Request Type in to a seperate issue type to allow a Request Type to have it's own flow..

Also since automation isn't really a continuous process which holds a state it would require us to model the entire "flow" in to a very complex automation that has to validate all the steps each time (or at least more than we would like).

I hope this clarifies what I'm trying to achieve and I'm always open if there are alternative to implement this and of course available to discuss this further!

The example that I showed comes from ServiceNow (just happens to be one that I know that implements it like that) where a single issue type/process can launch multiple secondary flows (with even automations in the steps towards external systems, etc.. )

Like Dave Liao likes this
11 votes

Thanks for this excellent opportunity.

When will we be able to hide, with a toggle of a switch, JSM projects from the portal?
(i.e. not via permissions)


This would help so much when setting up new projects so that they are not visible to end users until it's configured and ready.

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Totally agree @David Meredith  This option will also increase the use cases for JSM. Not all JSM projects need/should be visible in the Portal after go-live.

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Jason D_Cruz Atlassian Team Jun 29, 2021

This has been a request for several customers and this is under consideration for our near-term roadmap. We expect to start working on this functionality by the end of the calendar year.

Please continue to check our public facing roadmap so you can follow along with new feature releases.

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What are the plans to allow hiding of request types by Group or Organization (ideally both) within a Service Desk.   


6 votes
Ajay _view26_ Community Leader Jun 26, 2021

Hello JSM team,

Thanks for the opportunity to get answers during JSM June!

1. Do you plan to support security on Request Types? I mean to restrict Ticket creation for certain request types?

As @Patricia Francezi  pointed out it would also be good to have plans for "team assignment" along with agent assignment for requests in Queue

2. Also do you plan to support contextual information like getting a list of prior Request tickets created by the Requester so that it would be easy for the Agent ?

Can I expand on your first point?
Better permissioning around who can create different request types would be fantastic. For example only a person in the Marketting team can request a request type like 'Update the website'. It isn't something that should be available to everyone.

Even more amazing would be integration with Active Directory. So a user is given access to applications based on AD Groups, so you could personalise the user experience. So Jira would know what applications a user has access to and then offer request types that are actually relevant to that user.

Like Ajay _view26_ likes this

@Patricia Francezi - to add to Patricia's response, I'm also asked those questions.

It would be great if JSM supported the concept of Teams in Atlassian cloud. Is that in the works, or is that supported and I had no idea? 😅