CLOSED: JSM June ask me anything (AMA)

UPDATE: It’s a wrap for our Jira Service Management Ask Me Anything. Thank you so much to everyone for taking part and sharing your questions and feedback. Be sure to watch the Jira Service Management roadmap to get updates on new features. Lastly, please keep the questions and conversations going via Atlassian's Jira Service Management Community page. We look forward to continuing these conversations with all of you.

Cheers,
Emily, Jason, Liron, Vincent, and the whole JSM team

Hello Community members!

We’re wrapping up the end of JSM June with an Ask Me Anything (AMA) with the Jira Service Management product team. This is your chance to ask all your ITSM questions to our panel of experts. The hosts of this AMA will include our team of product experts, Liron Deutsch, Vincent Wong and Jason D Cruz.

As part of JSM June, participants in our AMA will also earn the JSM June Badge!

Here's how it works:

Add your questions below any time before or during the AMA. Be sure to take a look at other community members' questions and up-vote those that you find interesting.

At 8 am PST on Jun 29, 2021 you can expect to see answers from me and my team rolling in. Watch the page and be ready to add follow-up questions and discuss further with other Community members. We'll wrap the event up at 8am PST on Jun 30, 2021, but will be sure to answer any questions we didn't get to.

52 comments

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Hi Atlassians!! Thank you so much for providing this opportunity to us! We have a couple of questions related to Insights.

First question - How do we properly map fields for a CSV import to make sure we properly populate our informaton?

Second question - How do we make use of custom fields that have been created in Jira and have lists of values inside of Insights? In other words, can we "share" or use the custom fields already created in Jira without having to duplicate those fields in Insights?

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@John Funk -> I've found that the only way to properly import a CSV into Insight without issue is by using Apple's Numbers app. They say that any UTF-8 format will work; however, Microsoft Excel formatted CSVs for UTF-8 failed for me all the time. I had a support session with a former Mindville staffer in Sweden that told me that was the best way. Luckily, we use Macbooks.

The 3 things that caught me out the most often:

If you're importing new data, Key must appear in the top left header row. All cells beneath should be blank.
If you're updating data to existing entries, the key ID must match the record. (you can export/reimport for that).
Make sure you have no blank columns to the right or blank rows at the bottom

Sample shot showing updates to purchase date of hardware entries (item 2 above):
Screenshot 2021-06-30 at 07.05.23.png

Further to Johns question, is there training in the pipeline to specifically outline best practices for uploading using the insight discovery tool?

I have found it difficult to decipher how to extract exactly what you want and how to have it present well. In my case, I was looking at Asset management and although there are a few quick instructional videos out there but I was really needing some more in-depth assistance.

Hi @John Funk ,

For your first question, I'd love to know more about what are the exact problems you are facing. Is it that the formatting of the imported data is wrong? Are things not importing at all or something else?

More information on the concepts of importing files and creating object type mappings can be found here with a few examples. The documentation is for Data Center but is applicable to the Cloud CSV importer too.

To your second question, unfortunately, this is not possible. You would need to create new objects for each of the options in your current custom fields and then create an Insight custom field to show those new objects. However, once the work is done, it’s significantly easier to maintain than custom fields containing a list of values.

Thanks for this excellent opportunity.

When will we be able to hide, with a toggle of a switch, JSM projects from the portal?
(i.e. not via permissions)

Thanks.

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This would help so much when setting up new projects so that they are not visible to end users until it's configured and ready.

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Totally agree @David Meredith This option will also increase the use cases for JSM. Not all JSM projects need/should be visible in the Portal after go-live.

Like • jeff.dunn likes this

This has been a request for several customers and this is under consideration for our near-term roadmap. We expect to start working on this functionality by the end of the calendar year.

Please continue to check our public facing roadmap so you can follow along with new feature releases.

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Hi team!

Do you have any plans to have "team assignment" instead of person assign?
Do you have any plans to have "team queues" with permissions related to permit or not the view of this queue for different teams?
And any plans to have escalation based in teams and SLO mapped, monitored and with possible reporting?
Any plans to refresh the out-of-box reports for ITSM related to Service Categories?

The first 3 are the main request from customer coming from tradicional ITSM tools.

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Patricia,

You took my questions. This is great! It would be so helpful if you could have the team assignment. I work with many projects and within those, there is usually at least one other person that is part of the project or even task. Please make this happen to improve not only the quality of the projects but will also help metrics.

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How do I generate an API key?

@jeff.dunn nice! lets wait on answers :)

Hi Patricia

This is a major focus in our team as well as JSM grows to fit our organisation.

I am glad you listed this as you asked in a more concise way than I could:)

Look forward to their response.

Like • Patricia Francezi likes this

Hi @Patricia Francezi ,

I can chime in on a few questions.

We are exploring the concept of assignment Groups / Teams for issues and hope to have more details soon but we are some way out from releasing anything in-product.

We also have exciting developments coming out in the reporting space which should start flowing in towards the end of the calendar year which includes new out-of-the-box reports, visualizations, and the ability for better custom reporting.

Please continue to check our public facing roadmap so you can follow along with new feature releases.

Like • Patricia Francezi likes this

@Jason D'Cruz

Regarding reporting, what are the plans for chart.io integrations? I read about the acquisition some time a go but it seems quiet about that :)

Like • Patricia Francezi likes this

Hi @Dirk Ronsmans - Great question! The platform team at Atlassian is currently scoping the Chart.io integration across the entire Jira platform but we don't have more information to share or a release date at the moment. Keep checking our public roadmap for more updates!

Like • Emily Dang likes this

@Jason D'Cruz thanks for your feedback....

Those itens are main pain points when discussing migration with customers...

queues we had an improvment, yes, but not even near the ITSM public needs.....

I hope atlassian changes its mind and ship it.

Hi , Jason already answered most of this but just chiming in for missing bits:

as for (2): No current plans, but it is on our watch list. We will be evaluating this in the coming quarters.

(3) As part of bundling Opsgenie within JSM we are going to be incorporating more and more Opsgenie features as native in the JSM interface and in JSM objects. First step is around the Incident object in JSM, which will soon be able to include incident response features such as alerts, responders etc and be further connected in that way. Is this what you’re referring to?

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Hi @Liron

3 - is not this.

SLO is a ITSM metric (very commom and useful) that composes the SLA.

Service Level Operations. The sum of SLOs between teams, areas, providers etc, should not be higher then the Service Level Agreed with customer....

So the tradicional ITSM tools monitor every "escalation", to monitor and control, and improve the metrics, including make a decision about modify the SLA with customer.

In another point of view, as a customer of a service provider, this would be my SLA with them, for example...

You can reach me for further explanation and scenarios if you prefer.

Thank you JSM team for this opportunity!

1. Will we see a tighter integration between what were Opsgenie parts and Jira Service Desk parts in the near future? (I frequently see a site switch and an extra authentication cycle.)

2. What is on the roadmap for Insight as part of JSM? When will we see a better connectivity to Insight Discovery?

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Thanks Larry. Also interested in this!
1. We need Incoming Call routing from Opsgenie. Will this come to JSM version?

2. We just started setting up our CMDB in Insight. Looking forward to full feature set.

Also interested when the JSM version of Insight will have auto-discovery available (if ever).
Side note: Having Insight showing in two different places with two different feature sets available is VERY confusing to end user. I think that update was poorly communicated and not thought out.

Screenshot 2021-06-30 at 06.46.29.png

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@Matthew Day

Well Auto discovery is available.. you just need to upload the file manually at this time but I understand they are working on automating that too.

Yes, we are actively working on better integration between Opsgenie and Jira Service Management parts of the product. The first thing we are going to release in the coming months is around consolidating the Incident object across the two, which will unlock many capability benefits as well. Following that, we expect to tackle more of this with multiple teams. More updates on this to come in our public roadmap soon. As for the extra authentication, this sounds like a bug, are you able to raise a support ticket for this please? The ‘site switch' you’re referring to, sounds like the interface switch to Opsgenie, which is right now normal. We are working to solve these issues though.
Our team is working on automated connectivity as part of our ongoing efforts to improve importers and integrations with Insight Cloud. There is no specific timeframe yet but it’s an area of priority. Please continue to check our public facing roadmap so you can follow along with new feature releases.
As for incoming call routing, we are exploring a few possible avenues in enabling this in JSM, but do not have any concrete dates to share just yet. Stay tuned on this one please.

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Thank you JSM team for doing this!

To follow up on @LarryBrock question, when do you anticipate to release the REST API for the new Insight?

And when do yo expect to have the migration path in place to get objects in the old Insight over to the new one?

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@Mikael Sandberg , I believe the REST API was released some time ago

https://community.atlassian.com/t5/Jira-Service-Management-articles/The-new-Insight-API-amp-help-us-decide-future-integrations/ba-p/1702327

https://developer.atlassian.com/cloud/insight/intro/introduction-and-basics/

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Perfect, thanks @Dirk Ronsmans , I must have missed that announcement.

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Hi @Mikael Sandberg - thanks for participating in the JSM AMA!

Yes, the REST API for the new Insight was already released, the links shared above are correct.
The migration tool for Insight will be available at the end of July. We will notify you in-product and via email when it’s ready if you have the old Insight.

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What are the JSM team's plans to align with the JWM team?

Conversely, what are the team's plans to further differentiate JSM from JWM?

JSM and JWM share some overlapping functionality (e.g. JWM's Forms feature feels like an upgraded issue collector with a JSM-like Request form editor) so anything that can be done to make JSM and JWM even more unique will make it easier for Jira admins to recommend solutions to users. 🙏

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I'm pretty interested in JWM, and especially the 'alignment' part of this question!

I could see JWM being helpful for projects but my team also still needs to work in JSM (and I would like unified work visibility and metrics); spreading work across both sounds tricky for the fulfiller.

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We are very interested in the answer to this question.

We love that the multiple product streams are producing so many great new features but it's a source of frustration so many are silo'd. Our internal service teams love JSM for the portal, request types, SLAs, etc. but really really want to use JWM's new feature set for calendars (and on a Kanban board!).

Here's hoping we eventually move away from all the three letter acronyms and JSW, JSM, JWM etc. coalesce more into just "Jira". Everything is on the menu, we would like it on one plate!

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This is a great question. JWM is a new product but the JSM team is starting to work more closely with that team to streamline functionality, make sure that customers can clearly understand the difference between the products, and recommend the right one to your teams. Here’s how we see the difference between the two:

Jira Service Management is built for service management use cases and workflows that support service requests, incidents, changes, problems, and asset & configuration management. Teams like HR, legal, finance, marketing and beyond should use Jira Service Management for requests submitted by their “customers” (aka other employees) to help them with onboarding, legal contract approvals, finance approvals etc.
Jira Work Management is purpose-built for those same business teams but for back-office, project-based work. For example, if the HR team is implementing a new system, JWM is the perfect tool to track that work.

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@Patricia Francezi - to add to Patricia's response, I'm also asked those questions.

It would be great if JSM supported the concept of Teams in Atlassian cloud. Is that in the works, or is that supported and I had no idea? 😅

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A better integraton with iInsight would be really fine, for example:

If you have a custom field from Insight the values are not sorted and only 10 values are displayed. Our Customers often asking for missing values.
Also using IQL to configure the Insight referenced custom field

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A lot of good questions here that I'm upvoting!

I myself am wondering if there are any plans to integrated Business Process design in to JSM. A pet peave of myself for a long time is finding a way to design a BPM/BPMN like model within JSM and triggering it as a specific Service offering/Service Request.
Think, dynamic Service Requests :)

Something like:

Also, what are the plans with the ThinkTilt acquisition on integrating ProForma in to the JSM portal?
Are there any plans to allow an Agent to create a request by selecting it in their regular view but with the form from the Request type? (right now you can select the Request type but the form remains the one linked to the issue type). Would make it easier for Agents that work with calls/walk-ins to have a more guided approach

Other than that you guys are actually delivering on most of my long awaited enhancements. Still over the moon with the Change Calendar.

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Yaaaaas, totally forgot about ProForma! Thanks for asking this Dirk!

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Yes proforma updates please :)

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Would be great to see a roadmap for ProForma integration.

So if we want to purchase JSM in July 2021, sounds like we still need to purchase ProForma as a plugin for now?

Hi there,

I am not aware of any plans in this area, although workflow + automation should probably solve this. If youre able to provide more detail to help me answer this would love to hear it.
We are working hard on the ThinkTilt/Proforma integration and this functionality will come as part of native JSM in the coming months. We will announce as soon as we get closer to the date.
Yes, we are planning to build this for the internal create button so that it displays the request type fields as you mentioned. This is on the roadmap to ship in about 6 months time. Please watch this ticket for updates https://jira.atlassian.com/browse/JSDCLOUD-1211.

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Hi @Liron ,

Thanks for the feedback. I'll be keeping an eye out for the ThinkTilt announcement and the updates regarding the internal Create button!

With regards to my first question, I'd love to explain it further cause I don't seem to be able to convey the functionality i'm missing properly :)

Using a workflow + automation might indeed work but would become very complex and inefficient very fast. The idea is that you have several Request Types (on the portal) which link to the same issue type (with the same workflow).

e.g.

Onboarding new Employee
Request new Hardware
Provision virtual machine
...

All these could be considered Service Requests (which might result in a Change later on) and would go through the same high level workflow. (e.g)

Open -> Awaiting Approval -> In Progress -> Resolved

These Service Requests however, would need to be handled differently once approved (so in the In Progress status) and then a secondary workflow (like in my screenshot) would become the leading actor until this flow is finished and then transition the request itself to Resolved.

This secondary workflow could then contain decision points/parallel tasks/mutliple teams but all in (dynamic) sequence.

If we were to do this with a workflow and automation that would imply that we need to translate each Request Type in to a seperate issue type to allow a Request Type to have it's own flow..

Also since automation isn't really a continuous process which holds a state it would require us to model the entire "flow" in to a very complex automation that has to validate all the steps each time (or at least more than we would like).

I hope this clarifies what I'm trying to achieve and I'm always open if there are alternative to implement this and of course available to discuss this further!

The example that I showed comes from ServiceNow (just happens to be one that I know that implements it like that) where a single issue type/process can launch multiple secondary flows (with even automations in the steps towards external systems, etc.. )

Like • Dave Liao likes this

Would it be possible to move the event to lunchtime PST? We're in AU and there's no comparable event in our timezone. Thanks for considering, best Ulrich

Like • Stanislav Pospíšil likes this

Hi @Ulrich Kuhnhardt _IzymesCo_ We made this event a virtual 24 hour AMA to accommodate all timezones. Feel free to add your questions before or on June 29th and our team will answer them by June 30th. Let me know if you have any questions!

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Hi,

What plans are there to make better use of Confluence in conjunction with JSD. Currently competitor products like Zendesk, ServiceCloud integrate a KB with the ability to search articles. Instead of just popping up little articles have a full blown experience. Instead of the very restricted ability as a "unlicensed user" in the associated Space is there plans to expand to fully leverage Confluence (including search!!). In many organizations it's not possible to open up the Confluence space to anonymous YET the same features would be/should be available to the unlicensed users of JSD.

Thanks...Susan

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Our KB strategy is to provide a native Knowledge Base experience in JSM for JSM agents powered by Confluence. We are also aiming to improve the article view experience in the customer portal.

Towards those objectives we have recently increased the knowledge article width in the customer portal so portal customers now have a better reading experience with wider space for articles and articles can be created with bigger images and wider tables.

We are currently working on enabling a view similar to that in Confluence in the JSM agent view including features like on-click zoom-in images, playing video in-line and rendering macro styles on par with Confluence.

Regarding search, portal customers can search for articles but we are looking to improve it. It would be helpful if you could give specific use cases in search that you would like solved.

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Hi @Jason D'Cruz,

How will this native KB experience in JSM impact customers who are using Confluence as a knowledge base with their service desks today? Will they have to / be advised to migrate to the native experience? Will they still need Confluence when this becomes available?

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@Walter Buggenhout

this was also mentioned on Team 21 and in the AMA afterwards. While details were scarce at the time it was mentioned that this was going to be a Confluence style editor experience but without having a true Confluence separate instance.

I do believe it's for environments where you only want a KB and not a true document management system.

I classified it as an integrated Confluence lite :)

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Hey @Dirk Ronsmans,

I've had the privilege to participate in a feedback session about it. In terms of look and feel it is indeed very much as if you were in Confluence.

My question is mainly what will happen for existing customers and their Confluence instance. They are currently paying a license fee for their internal users who are keeping the KB content up to date. So, my 2 cents: when you add that functionality as a feature directly in JSM (in which plan? at what cost? ...?), there must be some plan and messaging for all those customers who are already using Confluence for the same purpose (as it is a good solution and there is no alternative as of today).

Will this be an incentive to get them off Confluence? Will there be a content migration track available? Will Confluence and the internal KB continue to coexist in the future?

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Hi @Walter Buggenhout , let me connect you with Joe, who is the Product Manager on KB who would be happy to walk through the nuances.

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I wouldn't be unhappy to be included in those conversations :)

Hi @Jason D'Cruz,

That's a great proposal! Thx! In addition to that, I can indeed imagine other folks will be interested in the topic as Dirk suggests.

Like • Dirk Ronsmans likes this

I miss the SNOW horsepower of the Knowledge Base. Weighting, seeing what search terms were being submitted, expirations, approvals.

Hi @Dirk Ronsmans and @Walter Buggenhout !

The first version of native knowledge base within Jira Service Management (coming in the Fall) will allow all JSM users (even non-Confluence users) to create, edit, delete articles in the connected space from within JSM.

All details related to packaging and plans for existing customers are still in progress. However, there won't be any migration required as the native knowledge base within Jira Service Management will still be leveraging the power of Confluence.

We are running an Early Access Program for this and you can sign up here. Look out for an announcement and detailed FAQ sometime this Fall.

Like • Dirk Ronsmans likes this

Jason,

Our users want to be able to go to the Confluence space from the JSM to peruse articles, white papers. The lack of search for an unlicensed user in Confluence makes it really hard to give our users the full experience of perusing an entire KB. Anonymous users have search why can't unlicensed users?

Susan

Hi,

What are the plans to allow hiding of request types by Group or Organization (ideally both) within a Service Desk.

Susan

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Hello,

If I hide an internal IT Helpdesk project from the Help Center (currently used for an external-facing portal), is it possible to make the hidden project available to only employees to access/submit/update tickets to? I found this How to hide a project from Help Center but it doesn't go any further...

@Nick Savage projects are only visible to the customers you add on that project (and the agents who handle the tickets) so normally if you define your customers either with the internal employees or external customers the projects should only show for who you add

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@Dirk Ronsmans Thank you. It would seem I'm missing something.

To clarify: By default all customers can view? I have to explicitly deny external customers from viewing? Would you please point me to where I explicitly deny external customers.

Project settings > Customer permissions shows the following screenshot-powerchord.atlassian.net-2021.06.24-14_19_43.png

No customers are listed as added customer permissions.png

This is the existing Help Center with customer service portal before adding my IT helpdesk project/portal before create project.png

This is it after without hiding IT helpdesk portal/project afer adding project.png

@Nick Savage ,

As who are you looking at that portal? As your own account (who has JSD application access? going by the NS in the top right corner I'm guessing so)

Your settings say "only customers who are added to the project can view" and your customer list is empty so a regular customer who can log on to your portal will not see the project.

You, as an agent however, will see all the projects on the portal that you have "browser project" permissions for.

You really need to distinguish between a customer and an agent and when a person logs on you need to verify if that person has agent access/browse project permissions.

Imho, as it looks right now, only users with browse project permissions will be able to see this helpdesk on the portal (so that means licenced agents) and you have no customers defined so nobody without a license will be able to see it on the portal.

This might take a bit far tho if it's not clear yet so not sure if we should split this from the AMA thread :)

Seems like it's being handled by @Jack Brickey :)

https://community.atlassian.com/t5/Jira-Service-Management/Goal-Configure-create-an-Internal-IT-Helpdesk-portal/qaq-p/1733749

Like • Dave Liao likes this

@Dirk Ronsmans - Thank you!

Hi guys,

I was wondering if there's any news about the roadmap linked to the acquisition of ThinkTilt / ProForma. Are there any plans as to how this product will become integrated?

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We are working hard on the ThinkTilt/Proforma integration and this functionality will come as part of native JSM in the coming months. The plan for the integration means that JSM customers will be able to configure forms to their request types easily and as part of request type configuration process. We will announce the finer details as soon as we get closer to the date.

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Hi @Liron would this be for both Data Center and Cloud or just Cloud? We are looking to purchase JSM this month and need Proforma for our solution so it's looking like we would need to buy the plugin as well until your offering is ready?

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Another question I have is related to the complexity to configure screens. With the introduction of JSM, we now see:

ITSM categories Incident, Change, Problem
Issue types associated with these categories
Request types associated with these issue types

To properly setup all the forms for those, you have to:

Define screens
Define screen schemes
Define issue type screen schemes
Define the issue layout for your project
Define the request forms

Are there any initiatives going on to reduce the overhead related to managing all that and streamline the process a bit more?

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Why can I only upvote this once?

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Hi there,

One of the biggest initiatives we are starting up right now is tackling this exact problem of configuration complexity. The ideal would be that a customer would not need to go through all of the areas you mentioned. We are striving to enable as much simple straight forward configuration in the project level. If you’re interested, we would love to share more and user-test some of our designs for these areas as they become available.

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Hi @Liron,

Thx for that feedback. Really looking forward to improvements in that area and at the same time hoping they will really go to the heart of matter! And yes, definitely interested to participate in design feedback!

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I have been providing consulting services to many companies for quite a long time. I have been asked these questions many times.

Currently, JSM's catalogue management is not good compared to other ITSM tools available in market. When Atlassian will improve catalogue management within JSM?
When Atlassian will introduce dynamic fields in JSM which other ITSM tool offers OOB?

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We know that we have an opportunity to do something great as it comes to service catalog management. One of our biggest initiatives for this financial year is in this area. We are planning to have several releases in the future to help solve this problem more and more, one bit at a time. Stay tuned!
Atlassian recently acquired ThinkTilt, the makers of Proforma Forms. As such, we are working hard on integrating Proforma with JSM natively, meaning that you will be able (amongst many other things), to have dynamic fields as an OOTB feature as well. This should be available by end of this calendar year. We will provide more details closer to the time of release.

Like • Dave Liao likes this

Hello JSM team,

Thanks for the opportunity to get answers during JSM June!

1. Do you plan to support security on Request Types? I mean to restrict Ticket creation for certain request types?

As @Patricia Francezi pointed out it would also be good to have plans for "team assignment" along with agent assignment for requests in Queue

2. Also do you plan to support contextual information like getting a list of prior Request tickets created by the Requester so that it would be easy for the Agent ?

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Can I expand on your first point?
Better permissioning around who can create different request types would be fantastic. For example only a person in the Marketting team can request a request type like 'Update the website'. It isn't something that should be available to everyone.

Even more amazing would be integration with Active Directory. So a user is given access to applications based on AD Groups, so you could personalise the user experience. So Jira would know what applications a user has access to and then offer request types that are actually relevant to that user.

Like • Ajay _view26_ likes this

Another one I was thinking of is:

What's the idea behind Ticket Categories? Based on the Ticket categories you get a few default Queues but it seems then that only the items from the Portal are automatically triaged in those categories.

When you manually create an issue you seem unable to choose the ticket category.

Due to this we're having to look at multiple queue's to find all the issues (both portal/walk-in/phone sources)

will this concept become more streamlined? Or what's the bigger idea behind those ticket categories?

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@Dirk Ronsmans Are you talking about Request Types? Those can be changed manually if entered wrong, or generically. We receive email requests, then recategorise them to the closest request type by clicking on the request type, which provides a drop-down.

Screenshot 2021-06-30 at 07.11.07.png

Hi @Matthew Day

Sadly I'm not talking about Request types :) let's see if I can illustrate it a bit more.

Right now within a JSM project you have your regular queues and then the "ITIL" queues which are prefiltered on the "Ticket Categories"

When you open for example the "Incidents" grouping here you can see that the filter for one of the underlying queues is prefiltered on a ticket category;

You now have the regular queues where you have all your freedom but you also have these grouped queues that go by Ticket category.

An agent might assume then that all his incidents are listed under the "Incidents" grouping but thats incorrect as when you create an issue manually you don't have the option to set that ticket category right?

Hi @Dirk Ronsmans, thanks for participating in the JSM AMA.

The idea of ticket category is actually to introduce the idea of practice into Jira Service Management. The product has concepts such as request type which controls the forms the customer sees and issue types that control the workflow, fields etc. However, we are seeing more and more customers use JSM for various practices such as incident management, change management etc.

By having ticket category, it allows us to start grouping similar practices together. These could be coming from different request types and also have different workflows but they are all actually the same practice. For example, with Change management, you may have multiple issue types for normal, standard and emergency change that each maps to multiple request types. With ticket category, we are now able to easily identify all of issues and request types that are for the Change Management practice.

With this, the few default queue is just the start. With ticket category, we are able to provide newer functionality and more opinionated functionality to the various practice. For example, in change management, we launched change calendar but in the future we could have an issue view that is better designed for change.

We currently map ticket category to request types as issue type is a cross project concept. The recommendation is for an agent to choose request type when they manually create a ticket which will have the practice attached. However, we are definitely looking into improving both the manual create experience and also finding better ways to connect the ticket category so situation like you mention wont happen.

Ticket category is still a very early concept for us. If you would like to speak more about this topic, our product manager working on this, @Jehan Gonsalkorale (jgonsalkorale@atlassian.com), would love to chat with you.

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We should be able to create categories in this queue. It would improve the adoption of ITSM practices (even they are already ready to be adopted).

ITSM users are very tied to the "process names and what they mean in the service lifecycle".

Im also interested in give my feedback for this one, if possible.

Hi @Emily Dang ,

Thanks for the explanation. I'm curious to see how it will evolve then cause you mention

With this, the few default queue is just the start. With ticket category, we are able to provide newer functionality and more opinionated functionality to the various practice

From what I can gather then it would mean that Atlassian will decide which issue types will be grouped in to the default "process/practice" queues. How would that evolve if we create our own issue types but adhering to a certain practice? I would like to do that with Request type to a single issue type but if you need multiple workflows you currently can't have multiple workflows for the same issue type..

My main issue/concern was that it was controlled by the platform and we could not set the ticket category manually (or I missed it) which ment that you had multiple entry points for issues (either with the ticket category or without and then you get a fragmented view on the queues related to the practices (created through the portal or linked to the the Customer Request type field) and then other (non customer request type) issues would go in to the other queues fragmenting this view.

That might be something that I'm not 100% clear on yet. I would be happy to discuss this further or recieve more detailed feedback on it if possible :)

Hi Atlassian Team!

Thank you for taking the time to respond to these questions! Looking at the list I'm very interested to hear about a number of these.

One additional question I would add:

We have an internal development support team that handles escalations from our customer support team. They provide that level of interference so that our sprint team don't see as many interruptions.

We recently moved them to JSM, and for the most part things are going very well. What we would like to do is to make use of Organizations to be able to group our customer support members by product they support so that we can add all members of an organization to a request in case someone is unavailable another member can view the request from the portal.

However, the interface for adding customers to organizations appears a little clunky. I would love to be able to add users and groups based on existing Jira users, instead I'm going to be resorting to using the REST API.

Do you see any plans to make it easier to add users that are already listed in the "Customers" list to organizations?

Thank you for your time!

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Hi @Jimmy Seddon, sorry to hear that the organization UI is a bit clunky. This feedback has been passed back to the team to see what can be done. The good thing is that our team does have plans to improve how customers and customer groups are managed as part of the later half of FY22. It is still early days so the team cannot comment on much detail at the moment.

Thank you for responding @Emily Dang!

I'd like to point out that we think JSM is fantastic and I'm really happy to hear that you guys are going to continue to improve thing.

Thanks again!

Like • Susan Hauth (Toronto ACE Leader) likes this

I'm using Jira for my PhD project. I would like to put my papers/products till 2026 in the road map. Is there a trick to achieve this? Now it seems the road map only supports an overview till 2023.

Hi @jakorten, thanks for being part of JSM AMA! The two links below should help answer your question.

How to extend roadmap - https://community.atlassian.com/t5/Jira-Software-questions/Roadmap-Can-not-extend-epic-bar-over-Feb-2023/qaq-p/1614053
Support page for configuring timelines - https://confluence.atlassian.com/advancedroadmapscloud/configure-plan-settings-998650959.html

One more question - when Copy Issue Layout feature will be available for JSM?

Its rolling out for Jira Software, where, im my opinion is usefull, but not as important for admins as in JSM.

Considering the new ITSM template, its category and the need of creating Customer Request types to all of Categories to be in queues, creating CRTs are really high effort demand to have a common layout, using the new issue view....

Help us! :)

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Hi @Patricia Francezi ! We don't have exact timing but this is on our radar for this financial year. More details will be coming on this soon. Please watch and follow this ticket for updates https://jira.atlassian.com/browse/JSDCLOUD-1317.

Im my opinion this is a Platform feature, and considering that we MUST have Customer Request Types, this feature should already be in place.

https://support.atlassian.com/jira-software-cloud/docs/copy-an-issue-layout-to-other-projects/

I was wondering how the experts would tackle the problem of too many HOT projects/service requests.

The team: Small team, works our own projects, supports other tech teams (software), handles tickets for infra stuff (jsm). High-level project details managed outside Atlassian while low-level tasks to complete the project are in software & jsm.

The pain point: The boss has a new high-priority request and we all know the routine, "what work do you want me to postpone?". I'm having trouble visually managing project tasks/timelines to push other stuff back for the new priorities.

My thoughts: I can get the work out of software so it's all in JSM (in progress). The first thing that came to mind was Visual Task Boards (from a previous vendor, though). I've thought about saying "we can only 2 P1 and 4 P2 at any given time". Curious about using JWM for projects (concerned about having multiple views to capture work from both locations).

What are your suggestions?

Like • John Funk likes this

Hi team!! Thank you so much for providing this opportunity!

I have a couple of questions:

1. In JSM, it is told that collaborators (engineers/people from software team, who have access to Jira Software) can be assigned to tickets raised by agents. But how do we add collaborators to JSM ? We have only 3 roles under JSM, Admin, Customer and Service desk team, If we add collaborators under "Service Desk Team", Will the Atlassian charge us for collaborators , as they are assigned the same role (Service Desk Team) as Agents ??

2. Our company mail is under gmail, but with company's domain name ( xxx@company-name.com), so now under Email requests, "Connect a custom email account", if I plugin my company's mail id under gmail, it is not working. When I chose, "Other", it asks for Mail server, Protocol and Port.. Can I get help with these inputs..??

Thank you so much in advance.

Like • J.Acosta likes this

@Lavanya - if you haven't yet, I'd definitely also ask these questions to the larger Community. Use the "Ask the community" link in the header, then choose "Jira Service Management". Good luck!

Like • Lavanya likes this

Hi @Lavanya ,

I can’t speak towards your email problem, like @Dave Liao mentiones maybe that’s better for a separate question towards tte broader community.

As far as the collaborators goes. You can find more information here https://confluence.atlassian.com/servicemanagement/collaborator-660967501.html

a collaborator isn’t a real role. If you give a user with a JSW license permission on the JSM project they will get limited rights without a JSM license.
They cannot use JSM specific functionality (SLA, queues,..) or be assignee on an issue but they can add comments, be mentioned among a few.

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Just want to share my experience:

I added the Collaborator to the role "Service Desk Team", but after adding, the collaborator can use all features that of an agent, I mean collaborator can be assigned to a task, can access Queues, reports and so on which should not be the case as per Atlassian support.

In Atlassian support it is stated that:

"Collaborators don't have access to the service desk interface (e.g. queues, reports and SLAs) and service desk projects appear as JIRA projects to them. They cannot work on issues, for example, logging work or transitioning issues."

(https://confluence.atlassian.com/servicemanagement/collaborator-660967501.html)

I think, adding Collaborators doesn't work if we have free JSW.

BTW we have standard version of Jira Service Management and free version of Jira Software.

Thank you !!

That would mean that they actually have a JSM license assigned to them (and thus application access)

I would verify what groups that user is in and if you maybe added one of the software groups to the application access for JSM.

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Thank you @Dirk Ronsmans

It works fine now.. did some changes on permissions setting and now it works as expected..

Thank you once again !!

Like • Dave Liao likes this

Hi there,

This isn't JSM specific, but is there anything on the roadmap for promoting changes from the Sandbox to live?

Currently development takes place in the Sandbox but there is no good way to transport these automatically into production and there is manual effort to re-configure in production. This can mean that activities are missed or mistakes can be made.

There is a huge focus from Atlassian on customers being able to easily apply changes to their own products via git and other products... But then applying changes to Jira is to manually input changes into production.

Other ITSMs can do this via update sets.

Many thanks,
Dave

Hi @David Meredith , nice to chat with you again!

Yes, we are calling this “data promotion” and it is on the roadmap but it won't happen for a while. In the meantime, we recommend checking out either:

Project Configurator for Jira Cloud from Adaptavist
Configuration Manager for Jira Cloud (still coming soon)

Our Product Manager @Matt Tse can answer any other questions you might have about this topic. Thanks!

Hello Team,

I'm New to JSD / JSM and JWM.

Where can I explore these topics and tutorials from Atlassian.

Thanks,

Anvesh

https://www.atlassian.com/software/jira/service-management

https://www.atlassian.com/software/jira/service-management/features/service-desk

https://www.atlassian.com/software/jira/work-management

Training isn't so straight-forward, will have to do a bit of poking around: https://university.atlassian.com/student/catalog

Like • Emily Dang likes this

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