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Jira Service Management
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Hi All, We're excited to open up an Early Access Program (EAP) for the new AI Control Center in Jira Service Management. If your team is turning on AI across JSM and needs a single place to see it,...
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Hi, Atlassian Community! 👋 If you've ever wondered why your AI features aren't quite hitting the mark or why draft replies miss the mark, the answer is almost always the same: it's not the AI. It'...
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Hey everyone! We are inviting a select group of Premium and Enterprise customers to shape the future of analytics in JSM. We understand customers often face data-analysis challenges such as: ...
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In Formula 1, every second matters, but so do the thousands of parts, machines, and more that make up the car. Join Richard Sworder, Head of Product Ownership at Atlassian Williams F1 Team, on July 1...
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📢 Update — July 31, 2026 The rollout dates mentioned in this article for existing customers have changed. Due to some unforeseen issues and bug resolutions, the phased rollout will now begin on ...
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Since launching Workforce Management (WFM) in Jira Service Management, we have been heads-down building on your feedback. We are excited to share the next wave of features that are now starting to ro...
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Featured New Microsoft Teams ChatOps capabilities to manage incidents directly in Jira Service Management
When an incident is in full swing, every second counts. Your team is already in Microsoft Teams — so why should they have to switch to a browser to take action on an incident? We're excited to annou...
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Hey Community! 👋 We’re celebrating teams that are ready to break old ways of working with a mega badge challenge.🏅 Shatter the Service Quo: Break Stuff, Earn Badges is all about exploring the A...
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We're thrilled to announce that Workforce Management (WFM) in Jira Service Management is officially live. This has been a long time coming. Workforce Management brings native schedule management, r...
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The new Admin Journey for Assets Data Manager will start rollout today . Assets Data Manager is part of the Assets within Service Collection - Premium and Enterprise plans. Over the coming weeks, all...
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Hey Community 👋, We are pleased to announce that the new Customisable Space Summary page for Jira Service Management is rolling out to customers on premium and enterprise editions. The new experie...
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Hey Community! 👋 We're excited to share a new improvement for JSM admins — you can now create SLA notification rules directly from the SLA page itself. No more context-switching. No more hunting...
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Hi Community We’re excited to introduce AI Suggested Playbooks – a new Jira Service Management feature that analyzes your current work items and suggests relevant existing playbooks—helping agen...
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Hi Atlassian Community! 👋 If you use Jira Service Management for on-call and escalation policies, we’ve got a quick update to share. This change improves how escalation policies determine who...
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Incidents move fast, and your chat tools are often where the action happens. But noisy channels, manual responder wrangling, and “catch me up” questions can slow teams down. To help, we’re rolling ...
- Article
- alert
- automation
- chat
- chatops
- incident
- +6 more tags...
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What is the JSM Operations Reports? A set of configurable dashboards that surface the metrics and insights Operations teams rely on every day. A modern, configurable team-level/all teams sum...
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Thank you all for your amazing participation in our recent AMA! The turnout, the quality of questions, and the engagement from the community were truly inspiring. We appreciate everyone who took the ...
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Hi everyone! We’re excited to invite you to a closed Early Access Program (EAP) for Workforce Optimisation in Jira Service Management. In this EAP, we’re testing foundational Workforce Optimisati...
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Hi, Atlassian Community! We’re rolling out the first Workforce Optimization (WFO) Early Access Program for Jira Service Management, bringing together schedules, agent statuses, capacity, and s...
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Hi Atlassian Community! 👋 We’re always listening to your feedback and working to make Assets more reliable and intuitive. Today, we want to share an update on bug fix for an issue affecting automa...
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Featured Faster response times with multi‑source knowledge and AI - plus don’t miss our upcoming AMA!
Hi, Atlassian Community! Over the last few months, the Jira Service Management knowledge base has undergone a transformation with a number of new feature releases designed to create a connected, op...
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UPDATE: All Standard Service Collection Customers should be enabled by March 12, 2026. Building on last month’s release momentum, we are excited to announce a major enhancement to Service ...
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For a long time, customers told us: “Assets is the source of truth… as long as someone remembers to refresh it.” Now, that manual step is on its way out. We’ve started rolling this out to customers, ...
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18.03.2026 Update: Hi Community! 👋 Thank you for your feedback and for letting us know what you’d like to see improved for this trigger. We’re excited to share that the trigger now: Supports...
- Article
- asset
- asset-platform
- assets
- cloud
- jira
- +5 more tags...
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If you attended or watched the keynote from Team EU ‘25, we shared that Assets would become its own Platform App and a core part of Atlassian’s Cloud Platform offering—and now you’ll start to see wha...
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We have some groups that have members, in the JSM notification scheme I have added that custom field be added to the notification "You're assigned to a work item (System)" and that I have chosen...
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We automatically provision Atlassian accounts for all new staff, and add them to a group that has Customer access to JSM. We sync multiple details from our Identity Provider, such as Department and T...
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We are currently experiencing an issue with Jira Service Management. Customers are unable to create or submit support requests through the customer portal. When attempting to access the request page...
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I have created the workflow automation. expecting based on the ticket it should review and convert eligible HD as knowledge base article. but everything is good but ticket not creating some one guide...
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Hi The Asset schema view appears to have changed, and the Linked Work is how showing at the top How do we get this back to the side like it was before ?
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Migrating a Jira project between instances sounds simple until you actually try it. Issue keys, workflows, custom fields, attachments, and history all need to survive the trip — and Jira doesn't give...
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We are facing a very unusual issue in our Jira Service Management Data Center environment that started on August 27, affecting all our service projects. Platform：Jira Service Management Dat...
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Hello, as per Operations --> Services timelines were 15 Aug + 2/3 weeks. Latest time was due on 5th Sept. we receive the feature for a short period on 3 Sept afterwards we were rolled ba...
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Hello, How we can check which automation uses most steps , in usage we can see only cumulative steps used but no stats per rules, also in old usage page we can see how much time it runed but i...
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I'm going through the process of trying to submit a support request, but the system refuses to acknowledge my company's portal and I can't continue. Is there a direct way to contact technical support...
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Hi, Space administrator is able to add customer to space but not add the customer to the organisation within the space. Is there a limitation for this? Appreciate some help here!&...
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Can external Salesforce data use Atlassian Data Lake as an intermediary and then be written into JSM
Hi Atlassian Community, I’m looking for confirmation from an Atlassian expert regarding the capabilities and directionality of the Atlassian Data Lake. We are evaluating an architecture where Sales...
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We currently use JSM for over 6000 customers, sometimes we approach the customer first by creating a ticket proactively for them so they may adjust or fix something on their end. However we don't alw...
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Hi everyone 👋 I’ve been spending more time learning about IT Service Management with Atlassian, and I’m particularly interested in understanding how teams move beyond the basic “service desk + tic...
- Question
- itsm
- jira-service-management
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we want test jira project to clone of the bug management project,not tickets.we are planning to implement Self RCA forme.could you please suggest possible ways to do this without impacting production...
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Why i am getting Service Collection, Monthly, Standard (USD, Default, 15-10-2025) 3 agents . If there is one user sufficient then why you are Appling 75$ for three users. Let me explain and t...
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Hi, We have to renew AT-482807580 but we can't pay quote AT-482807580 Please can you help us ? Thank you !
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Hi, considering migrating Opsgenie to JSM and have a few questions about that: 1. Will all historical alerts currently present in Opsgenie be migrated to JSM, or is only a specific time period migr...
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How do you prevent Jira Automation from creating duplicate issues when the same event is triggered m
Hi Atlassian Community! I’m working with a Jira Automation rule that creates an issue based on an external event/webhook. The rule works correctly, but occasionally the external system sends the sa...
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Hi everyone, I'm having an issue with AI Answers in JSM Cloud's Virtual Service Agent (VSA). Although a linked Confluence KB space contains 4 published articles, the AI Answers setup screen shows o...
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CSM: API-created requests still invisible in Help Center "My requests" (CSM-33?) — need a verified w
Hi all, We run a Customer Service Management (CSM) project (Jira Service Management, projectTypeKey customer_service) and are hitting a visibility issue that survives every configuration che...
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I have created rovo agent for perform the weekly analysis and generate report of identifying top 5 problem request we received on weekly basis in which escalation required, below prompt i used: Analy...
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Hi everyone, I'm curious how teams here are managing workflows that involve both Product Information Management (PIM) and Jira. For example, when a product needs to be created or updated, there can...
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I’ve been looking into the lack of a simple way to duplicate an entire Jira Service Management Assets schema. I built a small Forge prototype that can now clone the schema structure end-to-end, incl...
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The login button in the landing page is not working. It works when you click the button in helpdesk page / portal page.
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Atlassian Community Events
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