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Welcome to the "New to JSM" group! - Introduce yourselves here! (please)

Edited
Mikael Sandberg Community Leader Oct 05, 2021

Welcome all to New to Jira Service Management! We are happy to have you here. Since this is a new group, let’s start with introductions. 

  • How long have you been using Jira Service Management?
  • Have a special or unique use case for JSM? (If you do, you should submit your use case here for a chance to win.)
  • Any fun facts you want to share?

 

No need to be shy - we are all friends here.

114 comments

Mikael Sandberg Community Leader Oct 05, 2021

To get is started here is my introduction. 

I have been using JSM for almost a year now,. We where looking for a replacement to the system that we used to use and the announcement of JSM made us take the leap. 

One of the unique ways we use JSM is for JIT access, which relies on automation and Okta workflows. It allows us to automatically give users access to restricted systems, the only interaction is that the manager approves the request, then the rest is handled automatically. 

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I just started using JSM for a month now and I am absolutely loving it

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Karthick S Atlassian Team Apr 07, 2022
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Srinatha T Atlassian Team Apr 07, 2022

Welcome @Akinloye Okunola 

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Hey, I am supporting Tier 1 service desk and just started using Jira 1 week ago, and I find it very helpful and useful and hope to load up my knowledge through this amazing system and people! :) 

Like Craig Nodwell likes this

1. We've been using jsm for 4 years now.

2. We wanted a quick and simple way to get a service desk going to track jira requests and we were up an running within a week. With experience, we created more jsms for our operations and agile teams.

3. I'm addicted to kudos.

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Mikael Sandberg Community Leader Oct 05, 2021

Nice one @Fabian Lim, and I can attest that it is really easy to get going, we had 5 teams up and running within a month.

Like Craig Nodwell likes this
  • How long have you been using Jira Service Management?   2 years after it came out.
  • Have a special or unique use case for JSM? Nope
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Kishan Sharma Community Leader Oct 05, 2021

Hi @Mikael Sandberg Good to see you here!

I have been using JSM for more than 2 years now. Please take a look at my submission during Atlympics.

Fun fact - One team has used JSM for leave management ;)

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Mikael Sandberg Community Leader Oct 06, 2021

What a coincidence, our HR is also using JSM for leave management too.

And I like you submission, impressive!

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Hi all!

I've been using JSM for about three years now. I was lucky enough to set up the customer portal on my previous job, from scratch. It was quite a journey, since I had to educate out customers to use it, instead of sending emails. Difficult task dare I say.

I don't have a use case to share with you all, but I hope that the current job position will offer great opportunities which I'll be more than happy to share with you in the future.

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Mikael Sandberg Community Leader Oct 06, 2021

Yeah, I feel you on the need to educate the customer to use the portal instead of emails. About 70% of our requests are still emails, even though we tried to push them to use the portal or Slack. I talked to one of the JSM PMs yesterday and he suggested to maybe use a different SLA for emails.

Like Craig Nodwell likes this

Hi @Mikael Sandberg 

   I've been using the JSM for many years, probably about 6.
   It is a very powerful tool for a customer service and attention desk, in addition to providing many benefits to manage a high number of tickets to our customers 

Cheers

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Hi @Mikael Sandberg  and other members,

Happy to be part of it.

  • How long have you been using Jira Service Management? I think it's not more than year so far and I am still exploring.
  • Have a special or unique use case for JSM? (If you do, you should submit your use case here for a chance to win.) Not yet but I would definitely try in future.

Stay safe and healthy, Enjoy the rest of your day!

Cheers

Suvradip

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Hi all!! 

I've been using JSM for about 3 years

The most common use cases are for automatic rules and integration with other products, we have been able to make it easier for customers to create requests and process them for agents.

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Hello @Mikael Sandberg 

I have always used the JSM with my clients, to help them manage their incidents and give excellent service to their users, in addition to using some add-ons they give it incredible potential.

Regards

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Laura Holton Community Leader Oct 06, 2021

Hello hello 👋

I must say I am very new to Jira Service Management, I've read a lot around it but I'm ready to know a lot more! Looking forward to being involved in the group @Mikael Sandberg 🙌

All the best,

Laura

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Hello All,

 

I'm Anvesh from India, I was working with Atlassian tools (Jira & Confluence) from the past 3+ years. When Atlassian Community Enabled "Community Leader Badge". I Started exploring JSM JSM. I've 6 months of experience with JSM, I'm interested to learn JSM, how it is used for daily activities. 

 

Thanks,

Kagithala Babu Anvesh

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Brant Schroeder Community Leader Oct 06, 2021

@Mikael Sandberg Thanks for putting this together.

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Ajay _view26_ Community Leader Oct 06, 2021

Hi @Mikael Sandberg & Community

Good to see a group dedicated for JSM 😀

I have been using JSM for close to 5 years .. my focus is on JSM Reporting and looking forward to being involved in the group!

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So let's get in on the fun :)

  • How long have you been using Jira Service Management?

Let's consider JSD and JSM as one right now, think I started about 4 years ago with JSD and now I'm migrating clients over to JSM. I've been in ITSM tooling for about 10years now in total.

  • Have a special or unique use case for JSM? (If you do, you should submit your use case here for a chance to win.)

Not really, my general cases tend to be the default ITSM processes where we might get some exotic things for Request Fulfillment. I did recently build a process flow mechanism using Insight which was pretty fun :) I mostly like to find the border of what the tool can do and then try and build across it.

  • Any fun facts you want to share?

Well I'll be happy to be a co-group leader here and help you all out! Besides being addicted to community I got a 2y old son so he keeps me pretty busy. Oh and I'm building a house!

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G subramanyam Community Leader Oct 07, 2021

Hi @Mikael Sandberg happy to be in this group.

I'm fairly very new to JSM. All these years I'm either working with Jira or Confluence or both but haven't got a need for JSM.

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John Funk Community Leader Oct 08, 2021

Hey Everyone!

This group is not as good as the New to Jira Work Management group - but it's a close second!

I have been using JSM for about 4 years. I have a unique project where I used JSM to create an issue for every Team Member in our company (over 1,000) and then create related financial information and favorites related to each Team Member. 

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Dirk Ronsmans Community Leader Oct 14, 2021

Interesting use case @John Funk !

So a sort of CRM then within JSM? Or more to store meta data about them?

Would in this new JSM Insight be a good fit for it?

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John Funk Community Leader Oct 14, 2021

More of an HRIS than a CRM. Stores both meta data and creates annual tasks for leaders to complete annual reviews of each team member. 

Now that Insight is here, it probably would be a better approach!

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Dirk Ronsmans Community Leader Oct 14, 2021

Nice case!

You could even use this new nifty thing called Jira Work Management to do those annual reviews ;)

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John Funk Community Leader Oct 14, 2021

Yes you could  ;-)   That also came on the scene after we got the process and structure in place.  

If I was building it all from scratch, it would definitely look different.  :-)

Like Craig Nodwell likes this

Hello Friends,


I won't say I am new to Jira Service Management, I have been using Jira since 2016 and its more than 5+ years I am using it. 

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Starting work on JSM!!

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Danny Zuccaro Community Leader Oct 13, 2021

Hi all!

Played around with JSM a bit but previous employer didn't use it. Excited to have started a new role where we are actively using it and I'll be able to roll up my sleeves and play around. Am sure I'll be looking for tips, tricks and suggestions along the new journey!

Thanks,

Danny

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Alex Rising Star Oct 13, 2021

Hi, community!

 

I am happy to join this group. I've been using JSM and an admin for over two years, and I've been playing around with Insights lately. Pretty powerful.

 

Cheers,

 

Alex

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Hi.  new here.  Looking forward to tips, tricks, and recommendations.

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Dirk Ronsmans Community Leader Oct 14, 2021

Hey @Marjorie ,

If you happen to have any specific struglges/use cases you don't know how to tackle, feel free to create a new question/discussion so we can unleash our combined brain power on to it :)

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Hi folks,

I have a long history in the Atlassian world, going back to 2011 when I joined my current company as the PM of a Software team. As I joined our Atlassian business unit in 2015, I was just in time to see the birth of Jira Service Desk as a separate member of the Jira family, growing from the add-on it initially was.

As of today, I help our customers implement IT and Enterprise Solutions for Service Management in the broadest sense. And I am happy to help solve people's questions on the Community on the topic with a lot of enthusiasm as well.

With all the new stuff that's being added recently, I do love the Community as a forum to learn more every single day from questions, discussions and articles written by people who are in the middle of their challenges, problems and amazing solutions!

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Dirk Ronsmans Community Leader Oct 18, 2021

Exactly!

Since it's becoming more and more difficult to stay up to date with all the small (and big) changes, these questions enable me to investigate other people's use cases and hopefully learn something along the way :)

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Jack Brickey Community Leader Oct 18, 2021

Hello all! @Mikael Sandberg a thanks for throwing this out there.

JSM is a great app. Sure it could be better in some places and I’m glad to see Atlassian continuing to update it.

  • I have been using GSM now for 5 years. I have seen it evolve significantly during that time.
  • While I use JSM for many use cases I don’t view them necessarily as unique, at least at this point in time. When I first got started with JSM probably the most unique use case was for staffing. I said it up for HR and allowed supervisors as customers to open requisitions. That may have been unique four years ago but now I think it’s fairly common place. I think I may have even submitted a post long ago on this use case.(?)
  • I can’t think of any fun facts ATM.
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Hi All. I'm new here. I'm happy to be here. I'm just getting started with Jira Service Management

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Hakeem Olasupo Community Leader Nov 11, 2021

I am Hakeem Olasupo by name.

1. We've been using JSM for 3 years now.

2. We wanted a fast and simple way to get a service desk going to track Jira requests and we were up an running within a week. We created more JSMS for our operations and agile teams.

3. I'm addicted to kudos and happy to join this group

Like # people like this

Boa tarde, sou novo neste mundo e quero conhecer mais e mais!!!

Like Craig Nodwell likes this

Sem problema. Se possivel, eu posso falar Portugues tambem. 

Like Craig Nodwell likes this

Hi!

This is my first time of using JSM as a technical support officer.

I am getting use to some of features.

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