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Setting up a CAB in Jira Service Management: the changes that skip it
Hi everyone, Back in November 2021 someone here asked how to set up a change approval board with six people, three IT people and three from the business side, and in a follow-up wrote "where is that Change Approval window ... I can't seem to find it". Gaurav's answer there, set the count when you add the approval, still…
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ServiceNow to Jira Service Management migration: scope it, map it, cut over cleanly
I work at Help Desk Migration, which builds a ServiceNow → Jira Service Management migration app on the Marketplace. This post is about the migration itself. Most ServiceNow + Jira content on Community is about keeping the two systems in sync. This post is for the teams doing the opposite: switching ServiceNow off. That…
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Workforce Management in JSM is Now Generally Available!
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, real-time availability tracking, and intelligent ticket routing together - right inside Jira Service Management, no third-party…
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The Quiet Power of MTTR
Why It Matters and How It Relates to The Atlassian Service Collection Ask most IT leaders what they wish they had better visibility into, and chances are you’ll hear four (technically, three) familiar letters: MTTR. And more, of course. But I want to focus on Mean Time to Resolution. In my opinion, it may be the most…
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Workforce Management for small service teams: what to sort out before you turn it on
Most of the Workforce Management coverage so far is aimed at high-volume contact centres. If you run a five-person service desk, it's easy to assume none of it applies to you. I'd argue the opposite. Small teams get hurt by the same problems — work sitting unassigned, one person quietly absorbing everything, nobody knowing…
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Services + Assets: One source of truth with two new purpose-built schemas
📢 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 August 15, 2026 and proceed incrementally over the following 2–3 weeks. We apologize for the delay and will continue to update…
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Private Status Pages in Jira Service Management Enterprise are GA!
👋 Hi Community, We've been listening — and we know that not every status update is meant for the world. Sometimes you need to keep your customers, employees, or partners in the loop without publishing to a public page. Today, we're excited to announce Private Status Pages in Jira Service Management Enterprise are GA. 🎉…
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👀 [EAP] Help us shape JSM Headless: service management where agents already work
We’re looking for feedback on JSM Headless: a new way for agents to work on Jira Service Management requests from Slack, Teams, Rovo, Claude and other tools—without switching tabs. Interested? Sign up for the EAP: Link Hi everyone, Service work often starts in conversations, but JSM still needs to stay the source of truth.…
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Unifying Assets across the Atlassian Platform
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 what that really means in your day-to-day work. With this shift, every piece of work gains more context, and every teammate…
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Moved: 🚀 Team ’26 Europe: Service Collection Announcements Roundup
This discussion has been moved.
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Now Available: Bulk Upload for Data Dictionaries in Assets Data Manager!
Hi Atlassian Community! 👋 If you manage asset data and normalization in Assets Data Manager (included in Jira Service Management Premium and Enterprise plans), we have an exciting update that will save you significant time and manual effort! 💡 Why we built this Data dictionaries are essential for normalizing disparate…
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Changes to transition screen comment behaviour in Jira Service Management
UPDATE 1st July, 2025 We have introduced a toggle in "Product settings" where you can set the default comment behaviour for transition screens. See more info in this update. UPDATE 4th March, 2025 After reviewing your feedback here and on JAC, we have decided to enable a global setting where you will be able to set the…
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Scheduled imports for Assets are here!
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, so teams can finally rely on scheduled imports to keep Assets in sync. With this release, you can automate recurring imports…
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How to Merge Jira Instances After a Merger or Reorganization
If your organization just went through a merger, acquisition, or internal reorganization, there's a good chance you're now staring at two, three, or even five separate Jira instances — each with its own projects, workflows, custom fields, and years of history. Someone in leadership has said the words ‘let's consolidate,’…
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New ChatOps automations for faster incident response
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 out a new set of ChatOps enhancements for Jira Service Management Cloud customers using Slack and Microsoft Teams. These…
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The Blank Page Is Gone
What AI changed before, during, and after my team ever touches a ticket, and what we are still figuring out. By Chris Green, Atlassian Community Champion, CSX Masters For most of my career in support and services, every ticket started the same way. Empty. A client would write in to say they could not log in. That was often…
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🚀 Join the Early Access Program: Proactive Service Management for Jira Service Management
What if you could resolve IT issues before employees even noticed them? Imagine an employee starting their day without ever experiencing a slow laptop, an application crash, low disk space, or a network issue—because IT had already detected and resolved the problem. That's the vision behind Proactive Service Management…
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What's New in Assets Data Manager – September 2026
Hi Atlassian Community! 👋 We're excited to share what's new in Assets Data Manager for September 2026. This release brings a significant set of improvements to the new admin journey, and a new wave of capability additions covering Lansweeper, bulk operations, saved search, default attribute mapping, and a new cloud-enabled…
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📣 New Workday connection for streamlining HRSM
Hi Atlassian Community! 👋 A few weeks ago, we posted about the new 3P integrations in Automation for Jira, and today I wanted to spotlight the Workday integration (actions and a trigger). These new components are designed to streamline your HRSM business processes by connecting your Workday data directly into Jira Service…
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What's new in Playbooks and Automation - May 2026
May was a big month for Playbooks and Automation in Jira Service Management. We're shipping five updates — from AI that writes your Playbooks for you, to richer step content with images and files, to a cleaner Actions Menu that just makes sense. Whether you're running incident response, managing service requests, or…
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Do your reports drive decisions, or just describe motion?
Most service management reporting looks impressive right up until someone asks a simple question: So what should we do differently? If the answer is “nothing, but here’s a chart of ticket volumes,” then it isn’t reporting. That’s the trap a lot of organisations fall into. They build dashboards full of open counts, SLA…
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AI Risk Assessment is now generally available in Jira Service Management!
Hello Atlassian Community 👋 We’re excited to share that AI risk assessment is now generally available for Service Collection Premium and Enterprise customers! This new capability brings AI-driven risk scoring directly into your change issues, so approvers can quickly understand how risky a change is before it goes live and…
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Cloud-to-Cloud Fetch and Scheduling Are Here for Assets Data Manager
Hi everyone! 👋 We're thrilled to announce two major updates to Assets Data Manager that many of you have been asking for: Cloud-to-Cloud (C2C) Fetch for five popular adapters and automated scheduling for C2C-enabled data sources. These updates mean less infrastructure to manage, fewer steps, and fresher asset data — all…
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Tell me how you onboard business teams to use Jira Service Management
Hi community! Are you using a service project in Jira Service Management to manage incoming requests for a business team (like human resources, marketing, analytics, legal, facilities, etc.)? If so, I’d love to learn more about how you onboarded these teams and helped them build confidence to use their service project.…
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[📣New] Introducing the new Customisable JSM Space Summary Page
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 experience gives service teams a single, configurable place to understand their work, monitor key metrics, and identify where attention…