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JSM has everything we want for ITSM so we use two apps from Pio to fill automaticly our Asset : Microsoft Intune Importer for JSM Assets and Azure AD (Microsoft Entra ID) Importer for JSM Assets
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Love this topic! 🙌 ITSM apps are a cornerstone for keeping processes smooth and support teams efficient. We rely on several Marketplace solutions to enhance visibility, automate routine tasks, and improve the overall service experience. Can’t wait to see what other teams are using! 💪✨
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
There are so many, but the following come to mind directly: - Elements Connect (external data fields for Jira) - Connecting to data sources and pulling in content into Jira without having to migrate it (single source of truth) - Extensions for Jira Service Management - It has so many great and useful features small and large that significantly improves JSM! - JSU/JMWE/Script Runner - For all automation needs that goes beyond Jira Automations.
Depending on the case, another great extension is "Actions for Jira Service Management" which allows to add transitions including customfields to be added to the customer portal for customers to use.
In ITSM area I can definitely recommend our app which we also use in our daily work called Feature Bundle - Extension for Service Collection. It's a single app to seriously level-up your Jira Service Management capabilities. It packs a ton of functionality into one add-on, especially for enhancing the customer portal and agent experience. Instead of juggling multiple apps, you get key features like:
Customer Actions: Give customers a way to edit requests, change statuses, or trigger escalations themselves through a simple dialog on the portal.
Additional Values: Display crucial data on the request view that isn't on the form, like linked issues, parent/child items, or external links.
Ticket Journey: Present the request's workflow progress visually on the customer portal (similar to an Amazon order tracker).
Customizable Banners: Show conditional banners on the portal based on schedules, user groups, language, etc.
SLA Metrics Display: Make live SLA metrics (like 'Time to resolution') visible directly to the customer on their request.
Assets Fields Display & Editing: Show Assets field information on the portal, and even allow customers to select or modify Assets fields via Customer Actions (with AQL-controlled options).
I'm really glad an app like this bundles so many powerful features together. It means you only need to purchase and maintain one solution instead of splitting focus and multiplying costs across many different add-ons.
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