📣 Sign up for Early Access Program (EAP) - Journeys for Jira Service Management

[#1]

Hi everyone! 👋

We’re excited to announce an Early Access Program (EAP) kicking off in April for a brand new feature in Jira Service Management - Journeys!

A way for you to automatically create work items (issues) across different service and software projects, allowing you to control when, where and how these work items get created.

This helps you increase efficiencies by streamlining all the various processes in your organization that may cross multiple departments, such as employee onboarding or off-boarding that require action from different teams.

For example, as part of an onboarding process you may need multiple departments to complete various tasks. These could include work items such as managing personal details in H.R. projects, provisioning software in I.T. projects, down to booking orientation sessions in Facilities projects.

Sound interesting? Register your interest in the EAP!

How it works?

Add a trigger - Every journey starts with a trigger which listens out for a specific event to occur. Choose to either set your trigger for when a specific work item is created in Jira Service Management, or when a new worker is added to Workday if you have a connection setup.

Add a work item - Create work items automatically across different service and software projects so agents in your organization can action cross-department processes such as onboarding or recruitment.

Publish your journey - Every journey created starts out as a Draft. This allows you to slowly build an end-to-end journey and continue working with stakeholders while your progress is auto-saved. Once your ready for your journey to start running, you can select Publish to activate it.

Add dependencies - Pause the progress of a journey by stopping subsequent work items from being created. Coming during EAP*

Add actions - Create Automation rules for specific work items in your journey that may require additional functionality or flexibility. Coming during EAP*

Who we're looking for

If you're selected as a participant for this EAP, you’ll be among the first to get access to this brand new feature and receive improvements as we incrementally roll them out.

• You are on a Premium or Enterprise license

• You are an admin of a Jira Service Management project

• You are willing to engage with us and provide feedback on this feature

About the EAP

There will be some limitations during EAP which will be covered in support documentation. But don’t worry – improvements will be coming soon!

The main goal of this program is to make sure this feature meets your needs, which means your feedback is extremely valuable in helping to shape this feature. We’ll be reaching out to participants via a survey to know what worked well, what could be improved, and what else is needed to make this feature useful for you and your teams.

Register your interest in the EAP!

[Gunjan Ahuja]

Hi @Dushyant Sharma , Thank you for introducing such a promising feature! We are keen to participate in this program. However, could you kindly provide information regarding data residency and compliance checks? As this is an Early Access Program, we need to exercise caution before enrolling in the new feature.

[Josh]

@Dushyant Sharma are you able to share how "journeys" will either be integrated with automation or differentiated from automation?

It seems like journeys are a simplified version of what many teams currently use automation for?

[Dushyant Sharma]

@josh

Hey Josh, thanks for the comment!

Journeys and Automation are certainly related, but different. Journeys are primarily for complex use-cases like Onboarding that connect issues across multiple projects. These processes need to be both easy to create, and easy to track once triggered to help teams work effectively cross-projects which is what we’re hoping to solve with Journeys.

We’d love to chat to see how you’re currently using Automation and to see if Journeys can help you and your team scale. My email is dsharma8@atlassian.com, if you want to reach out further.

[Michael Bachmann]

I'm with Josh here, what is the actual difference between the existing Automation and Journeys?
We have already implemented this exact use case with automations and it's working just fine.
Why introduce an entirely new feature instead of improving the existing one?

Would all of Automations triggers, conditions and actions be available in Journeys?
Would all of Jouneys features be available within Automation as well?

At first glance this seems to be creating only more confusion than anything else.

[Dushyant Sharma]

Hey Michael, first off it’s awesome that you’re using Automation for this. We’d love to hear more about this!

Journeys allow you to define and design employee lifecycle journeys like Onboarding or Offboarding, letting you stitch together multiple work items across multiple projects, all together in one place. It gives you a simple view of all the work that needs to happen to complete that process, and the relationships between all that work and the teams doing them when a journey runs.

As this is an EAP, we’ve only scratched the surface of what we plan to deliver, but in future, Journeys will also come with their own views of this work. Here you’ll be able to view all in-flight journeys to keep track of their progress, plus search and report on specific parts of a journey.

If you do want to bring more functionality to Journeys beyond connecting work items, that’s where Automation can come in where (very soon) you can choose to add specific Automation actions to these work items, such as send an email.

Let us know if you’d be keen to chat more on how your currently using Automation for this. Thanks

[Chrissy Clements]

@Dushyant Sharma I am very keen to see how we can map a value stream across multiple products and projects using journeys.  Count me in.

[rsisauri]

Hi, @Dushyant Sharma  
Thank you for the article and the demo! I just want to confirm one thing: If I understand correctly, playbooks can only be used if you have manual trigger automation in your project; otherwise, they aren’t useful or meaningful?

[Sandra Arday]

Hi @Dushyant Sharma how do I sign up for this

[Tarik Userli]

and obviously its just for cloud and we Data-Center Customers are again worthless.

[Dushyant Sharma]

@Sandra Arday - please use this link for sign-up.