New to Jira Service Management? 🌟➡️ Start here! ⬅️🌟

[#1]

Welcome to our New to Jira Service Management community group! We’re so glad you’re here. If you’re just getting started with the product, this is a great place to come ask questions, share resources, and learn alongside your peers.

Many of the people you meet here will be in similar phases of their JSM discovery journey: setting up service desks for the first time, being totally amazed by automations, having big thoughts about asset management. So, go ahead and please introduce yourself below. Make a friend. Build a lifeline.

And don’t forget! We’re here for you, too. We want to make sure you have everything you need to get your JSM projects up and running and meeting your organization’s needs as quickly as possible. Check out the onboarding resources we curated below to help get you on your way.

🚀 Onboarding 101

Once you’re in Jira Service Management, you’ll be able to follow the in-product prompts to simplify your set up, but this Quick Start Guide is a great companion piece for project administrators. Our Get started page is also full of helpful technical information.

Not an admin? Our Agent Onboarding Guide may be what you’re looking for.

⛰️ Beyond the basics

So, you’ve set up your service desk. What comes next? If you’re not using the features below, you’re not getting the full value out of your JSM investment.

Hot topics	Resources
Conversational ticketing	Link your help desk to chat tools like Slack, Teams, or Zoom so you can solve problems on the platforms your teams work in the most. Get connected.
Automation	Identify where your manual hangups are happening and cut them out with easy-to-build, no-code automation solutions. Build your first rule.
SLAs	Set your team up for success by creating service level agreements to keep them aligned with customer expectations. Meet your goals.
Knowledge base	Build a knowledge base to give your customers a way to self-serve, freeing up your team to focus on more complex issues. Reduce ticket volume.
Virtual Agent	Grow your team without increasing your headcount with an AI-powered assistant that can handle your routine support interactions. Enable your agent.
Reporting	Unlock valuable insights that can help optimize your team’s performance, drive efficiency, and enhance the customer experience. Create a report.

🎓 Self-paced learning

We have a number of (free!) virtual courses available on Atlassian University designed to introduce you to Jira Service Management and all its features. The content is modularized so you can learn on your own time. Bonus: the courses increase in complexity as you grow in your understanding. Here are some of our favorites:

◦ Set up Jira service projects to enable your team (for project admins)
◦ Configure Jira Service Management for your team’s goals (for project admins)
◦ Get the most out of Jira Service Management (for users and agents)

For events, community-led classes, and more, visit our ACE hub.

[Fabio_Cabral]

Hello! One more JSM newbie here.

[Fabio_Cabral]

Hello everybody, greetings from Brazil!

I'm an Agilist since 2014 and I've been studying the Kanban Method since 2018 and improving myself every year. Now I'm responsible for the Automation (RPA) and the Finance teams inside a fintech company.

[Salih Tuç]

Hi guys,

I am not a newbie in the Jira Service Management but writing in order to encourage the Community to participate here.

You can always use the Community posts for any question, discussion or anything that you wonder. We are here to help you!

[Edward Dixon]

Greetings fellow travellers. I'm from Adelaide, Australia and I stumbled upon Atlassian and JSM last week.

To say that I have been overwhelmed by the excitement of the possibilities of JSM for my work is a massive understatement. I work in the Commercial Real Estate industry, which is notorious for being slow to adopt to new trends.

With nearly 20 years in the industry (10 of which as a full Property Manager) I know that I have a good grasp of the industry but am always amazed that my industry lacks any real customer service training or any real established processes to get things done.

I read 'The Toyota Way' about 8 years ago and it blew my mind. After that, I went down the Lean rabbit hole but have never had the opportunity to really practice the Lean discipline. (I am yet to find anyone who does Lean in my industry.)

Instead, I have tried wherever possible to be as customer centric as I can be. By simply putting the customer first I have enjoyed a reasonable success and have had many life-changing experiences with my customers. I have also tried to adhere to the continuous improvement philosophy.

I recently started a new job with a large multi-national and this is my first time in an organisation of this size. I really enjoy working here and I can see that alot of thought and effort has gone into supporting the staff. We have very well prepared documentation and processes but I don't think that many people take advantage of all these resources.

Regardless of the setup, in my role and in my team I believe that you need to figure things out quickly and hit the ground running or you're going to get left behind. This is a shame because I am painfully aware that people learn at different paces. I guess I'm lucky that I pick things up quickly.
To get to the point, I have seen throughout my career that managing teams in this industry is notoriously difficult. Work remains largely invisible to anyone but the person who is performing the work. There is a massive amount of knowledge gatekeeping and customer service levels are incredibly inconsistent, depending on the capabilities of the person and their work load at the time.

(For clarity, in my industry and organisation, customers are primarily property owners (Landlords) and property occupiers (Tenants). ‘Secondary’ customers are the usual assortment of support departments (IT, HR, and for us, the various trades who perform services, Property Accounts, and Lease Administration.)

My working day consists of passing information and knowledge between my primary customers and my secondary ones. I am the interface between these two groups of customers and I need to input my observations and opinions onto the various information flows. At the point of information transfer there is very little documentation of where each person is at with their particular information flow task. We do have WIP documents but this is very much self-declared and is certainly not centralised. I am sure that my manager would step in if someones WIP tasks are not being cleared, but like I said, its all self declared so I am sure that a mountain of tasks are not making their way onto the WIP files.

I get on well with my manager but I feel like they have a tough job managing a team of 15 or so people with little to no oversight on each persons work status. My colleagues are spread out over the Eastern Australia states. In some states there are too many people and in others too little. Despite the advancement of technology to bring us together I don’t think that we are organised enough to really load balance our tasks. I know that some people might be smashed with work, but someone in a different state might be largely idle.

From my knowledge about Lean practices I know that this is not an efficient way of working. We need a system that makes our work visible and gives us the opportunity to balance the work load between our geographical locations.

Additionally, the types of work remain incredibly ‘lumpy’. One job might have me drafting a lengthy email, advising the Landlord that the tenants request is likely going to cause an implied variation to the Lease agreement. My next order of the day might be to call a plumber to fix a toilet. These two tasks are very different, one is much harder and can be solved only by deploying knowledge gained through years of experience and university learning. The other task could be performed by a rookie, with no experience other than an idea of how to fix a basic problem.

ENTER JWM!

I had often thought that my industry needed some kind of ticketing system, if only to act as some kind of supercharged to-do list, visible to all.

Having poured over every resource that I can lay my hands over the last few days, I now have a good idea of how JSM can transform my workplace, and probably (given enough reach) my industry.
Customer portals are an amazing idea. I can set up one project portal for each building that I manage. Tenants can log requests and issues from that portal. Landlords can have oversight of the portal, giving them instant visibility into events and discussions.

Internally, we can leverage knowledge bases to centralise the features of each lease agreement and also to pass on valuable knowledge to those who are less experienced. Knowledge hoarding and brain drain can be largely mitigated.

My manager would be able to see the various issues as they flow from each property (project). We could categorise each issue and request and they could be passed on to managers who specialise in that kind of work. The simple stuff can be routed to Level 1 teams, while the specialised stuff can go to the more experience staff. I work with some very experienced people, whose knowledge is specialised. We could leverage JSM to route issues to those best to deal with them.

I’m so excited by the possibilities of this product that I’m going to do the professional admin qualifications. I’m lucky to be an ex Windows server and networking sys admin, so I feel that I would be well placed to take on the challenge of mastering JSM admin.

My plans for the next few months are to learn and practice. Work in a sandbox to start and then maybe dip my toe in the water with a small personal deployment. At some point I’m going to need some buy-in, but I’ll cross that bridge later. It would be my dream to scale this to my team first, then the whole of APAC, then maybe even global. I am confident because I have a lot of knowledge in both fields, Property Management and Sys Admin. I don’t think someone from an IT background could design a good system (with such limited resources) and I don’t think that a purely property based person could grasp the technical side of things. This puts me in a unique position and I’m damn well going to try and make it work.

To summarise, I feel energised and highly motivated to the challenge ahead of me. I am concerned by the buy-in from my company aspect, especially in the early days. I’m going to need the support of my manager, fairly early on. I am the sole PIC for the Adelaide office, so I can get by with the licencing restrictions with an exceptionally small team. I am so grateful that my customers wont need a licence as this would be a massive issue.

I am looking forward to what lays ahead, and I’m very supportive that Atlassian originates in Australia. I hope that my industry can wake up to the possibilities of this platform. If I can make my work visible and my customers happy it will all be worth it. Thank you for getting this far with me.

[Edward Dixon]

Greetings fellow travellers. I'm from Adelaide, Australia and I stumbled upon Atlassian and JSM last week.
To say that I have been overwhelmed by the excitement of the possibilities of JSM for my work is a massive understatement. I work in the Commercial Real Estate industry, which is notorious for being slow to adopt to new trends.
With nearly 20 years in the industry (10 of which as a full Property Manager) I know that I have a good grasp of the industry but am always amazed that my industry lacks any real customer service training or any real established processes to get things done.
I read 'The Toyota Way' about 8 years ago and it blew my mind. After that, I went down the Lean rabbit hole but have never had the opportunity to really practice the Lean discipline. (I am yet to find anyone who does Lean in my industry.)
Instead, I have tried wherever possible to be as customer centric as I can be. By simply putting the customer first I have enjoyed a reasonable success and have had many life-changing experiences with my customers. I have also tried to adhere to the continuous improvement philosophy.
I recently started a new job with a large multi-national and this is my first time in an organisation of this size. I really enjoy working here and I can see that alot of thought and effort has gone into supporting the staff. We have very well prepared documentation and processes but I don't think that many people take advantage of all these resources.
Regardless of the setup, in my role and in my team I believe that you need to figure things out quickly and hit the ground running or you're going to get left behind. This is a shame because I am painfully aware that people learn at different paces. I guess I'm lucky that I pick things up quickly.
To get to the point, I have seen throughout my career that managing teams in this industry is notoriously difficult. Work remains largely invisible to anyone but the person who is performing the work. There is a massive amount of knowledge gatekeeping and customer service levels are incredibly inconsistent, depending on the capabilities of the person and their work load at the time.
(For clarity, in my industry and organisation, customers are primarily property owners (Landlords) and property occupiers (Tenants). ‘Secondary’ customers are the usual assortment of support departments (IT, HR, and for us, the various trades who perform services, Property Accounts, and Lease Administration.)
My working day consists of passing information and knowledge between my primary customers and my secondary ones. I am the interface between these two groups of customers and I need to input my observations and opinions onto the various information flows. At the point of information transfer there is very little documentation of where each person is at with their particular information flow task. We do have WIP documents but this is very much self-declared and is certainly not centralised. I am sure that my manager would step in if someones WIP tasks are not being cleared, but like I said, its all self declared so I am sure that a mountain of tasks are not making their way onto the WIP files.
I get on well with my manager but I feel like they have a tough job managing a team of 15 or so people with little to no oversight on each persons work status. My colleagues are spread out over the Eastern Australia states. In some states there are too many people and in others too little. Despite the advancement of technology to bring us together I don’t think that we are organised enough to really load balance our tasks. I know that some people might be smashed with work, but someone in a different state might be largely idle.
From my knowledge about Lean practices I know that this is not an efficient way of working. We need a system that makes our work visible and gives us the opportunity to balance the work load between our geographical locations.
Additionally, the types of work remain incredibly ‘lumpy’. One job might have me drafting a lengthy email, advising the Landlord that the tenants request is likely going to cause an implied variation to the Lease agreement. My next order of the day might be to call a plumber to fix a toilet. These two tasks are very different, one is much harder and can be solved only by deploying knowledge gained through years of experience and university learning. The other task could be performed by a rookie, with no experience other than an idea of how to fix a basic problem.
ENTER JWM!
I had often thought that my industry needed some kind of ticketing system, if only to act as some kind of supercharged to-do list, visible to all.
Having poured over every resource that I can lay my hands over the last few days, I now have a good idea of how JSM can transform my workplace, and probably (given enough reach) my industry.
Customer portals are an amazing idea. I can set up one project portal for each building that I manage. Tenants can log requests and issues from that portal. Landlords can have oversight of the portal, giving them instant visibility into events and discussions.
Internally, we can leverage knowledge bases to centralise the features of each lease agreement and also to pass on valuable knowledge to those who are less experienced. Knowledge hoarding and brain drain can be largely mitigated.
My manager would be able to see the various issues as they flow from each property (project). We could categorise each issue and request and they could be passed on to managers who specialise in that kind of work. The simple stuff can be routed to Level 1 teams, while the specialised stuff can go to the more experience staff. I work with some very experienced people, whose knowledge is specialised. We could leverage JSM to route issues to those best to deal with them.
I’m so excited by the possibilities of this product that I’m going to do the professional admin qualifications. I’m lucky to be an ex Windows server and networking sys admin, so I feel that I would be well placed to take on the challenge of mastering JSM admin.
My plans for the next few months are to learn and practice. Work in a sandbox to start and then maybe dip my toe in the water with a small personal deployment. At some point I’m going to need some buy-in, but I’ll cross that bridge later. It would be my dream to scale this to my team first, then the whole of APAC, then maybe even global. I am confident because I have a lot of knowledge in both fields, Property Management and Sys Admin. I don’t think someone from an IT background could design a good system (with such limited resources) and I don’t think that a purely property based person could grasp the technical side of things. This puts me in a unique position and I’m damn well going to try and make it work.
To summarise, I feel energised and highly motivated to the challenge ahead of me. I am concerned by the buy-in aspect, especially in the early days. I’m going to need the support of my manager, fairly early on. I am the sole PIC for the Adelaide office, so I can get by with the licencing restrictions with an exceptionally small team. I am so grateful that my customers wont need a licence as this would be a massive issue.
I am looking forward to what lays ahead, and I’m very supportive that Atlassian originates in Australia. I hope that my industry can wake up to the possibilities of this platform. If I can make my work visible and my customers happy it will all be worth it. Thank you for getting this far with me.

[Michael Schumacher]

Hello everyone, greetings from Germany.

I’ve been working with Atlassian tools for quite some time and am excited to engage with all of you here, exchange ideas, gain new perspectives, and perhaps share some helpful tips along the way.

I’m looking forward to the discussions and am thrilled to be part of this community.

Best regards

[Andrea Mura]

Hello everybody, greetings from Italy!

[sasanka]

I am using jira from around 2 years.. Its very organised and easy to track all issue/task.