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Community resources
Community resources
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Jira Service Management
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We built this for one our upcoming implementations. Sharing this as we feel may benefit other practitioners. The objective of this worksheet is to gather comprehensive information about your current...
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Update: Due to a holiday in our US offices, we've moved the release date for these updates to October 11. Hi there I’m Marie and I’m a product manager for Jira Service Management (and fo...
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...equest channel thread will remain, but they won’t sync with the issue in Jira. Note: This doesn’t change the experience for public requests (projects that don’t have private chat requests enabled). T...
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Jira Service Management customer satisfaction surveys rely on the Request resolved and Customer-visible status changed to be enabled on a project in order to be sent. A knowledge base art...
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This workaround is intended for people who would like that whenever an agent is added to the “Request participants” field, the user is removed automatically. When a customer adds an agent to their re...
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This feature has now been rolled out to all customers. Hi Atlassian Community, I’m Manas, Product Manager for SLAs in JSM. We’re excited to announce that in the last few months, w...
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The way we manage employee experiences, onboarding, and day-to-day HR tasks has a direct impact on organizational success and employee satisfaction. In this article, we walk you through a qualifying ...
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Summary of Issue No knowledge base articles are listed within the Knowledge Base page on a Service Project. How would this situation happen? Root Cause This happens when a customer has the...
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Summary Within a Post Incident Review, there is a section above the SLAs where a linked Incident will show values such as: Incident created Incident ended or ongoing Time to resolution In...
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Summary To start, when using Automation for Jira we have a trigger that reads incoming Webhooks. When we use this trigger, we can use the {{webhookData}} s mart value to represent t...
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In today's fast-paced software development landscape, efficient test management is the key to delivering top-notch products that meet user expectations and quality standards. Introducing QARA Enterpr...
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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 ...
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Purpose: You want to hide all or some request types from the customer portal for company-managed projects. This article will show you how to achieve that. Solution: In the customer portal, ther...
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Edit: The Jira Service Management virtual agent is now in GA! Learn more. Hey there Since launching the Jira Service Management virtual agent in limited beta earlier this year, we’ve bee...
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After renaming a project, the Approval request email still refers to old project name - Why is this?
Problem: Following the steps in the article for editing service project details, the project name has been changed, but the email sent to the approvers requesting approval still refers to the old p...
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Jira Service Management is used not just for ITSM but for non-IT use cases as well. One that is gaining adoption is Human Resources (HR) Service Management. Recently we had an implementation whe...
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...any requests to get access to the feature, and because it's going to take some time for the public release we have decided to reopen the EAP as we understand that many customers would to use the f...
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IT service management (ITSM) is a way companies implement and run their IT. It comprises various activities and processes that support the entire lifecycle of an IT service. This includes (but n...
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Summary Sometimes it becomes necessary for management to get a view of how many tickets have been actively worked on, in a particular week. This information may be needed in order to send a report ...
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Summary You may be using Slack with Jira to create tickets from Slack messages, such as with Atlassian Assist. However, there natively is no way to have a link to the Slack message that created the...
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Summary It may be good to see how many comments or updates are made to Jira Issues from an analytics perspective to see if you have many long-running tickets, quick-solve cases - or - high/low acti...
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Hello Community! 👋 It’s time for another quarterly wrap-up of all the new Jira Service Management features, educational content, and events from the past couple of months. We have new Assets feature...
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In this article, we detail the common design patterns for integrations in HR Service Management. Quick primer on the systems that serves HR Service Management use cases. Applicant Tracking System:&...
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Earlier this year we released Rich Customer Context, the first of our new customer service management features for Jira Service Management. Customers and organizations now have their own profile page...
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Hello Atlassian Community, We're excited to announce a new early access program (EAP) for Assets in Jira Service Management. Our goal with this EAP is to increase the scalability of Assets to store...
