Clarification on upcoming Jira Service Management changes affecting my Standard plan project

[Dijana Milojevic]

Hello,

I would like to kindly ask for a more detailed explanation of what exactly will be affected in my Jira Service Management project with the upcoming changes moving features from the Standard to the Premium plan.

You previously stated that the change would be introduced on November 7th, but now within my project I am receiving notifications that it will take effect on October 16th. This discrepancy makes it unclear what the exact timeline is and what the change covers.

Additionally, the links you provide in the notifications point to articles dated 2024, which makes it even more confusing to understand what applies now and what has already been updated in the past.

Specifically, for my clients I only use the Service management feature with the request type: Incident.

• I have created multiple forms for this request type.

• I have published them on the portal.

• I connected them with automation rules.

• I set SLAs for each request.

My process is straightforward: when a request defined as an Incident is submitted, automation handles notifications, and I inform the client via ticket comments about the resolution.

I would like to understand:

1. Will any of the above (incident request type, portal forms, automations, SLAs) be affected by the changes?

2. Would it be a viable solution to switch to the Service request management feature and reconfigure everything the same way?

3. Since I do not see or use Changes, Problems, or Post-incident reviews anywhere in my project, am I correct in assuming that these Premium-only features will not impact my current setup?

The articles I have read on your website are quite confusing about what is and isn’t affected, so I would very much appreciate your help and clarification.

Thank you in advance.

[Rilwan Ahmed · Accepted solution]

Hi @Dijana Milojevic ,

Welcome to the community !!

I recommend you to formally ask Atlassian Support (https://support.atlassian.com) for their assistance in this case, 

[Dijana Milojevic]

Thanks @Rilwan Ahmed !

@Laura Jackson Here is a summary of the answer I received from Atlassian AI support:

[Marc - Devoteam · Accepted solution]

Hi @Dijana Milojevic 

Welcome to the community.

The changes are not related to the work item or request type Incident, but the feature Incident Management.

See also jsm-cloud-pricing-packaging-update 

Based on your questions:

1. No changes
2. No need to reconfigure
3. Correct, as these features are not available in JSM Standard

[Laura Jackson]

@Marc - Devoteam does that mean if my request type is change my project will be affected?

[Marc - Devoteam]

Hi @Laura Jackson 

Changes are related to the features that can be used in a JSM project.

• Service request management
• Incident management
• Problem management
• Change management

https://support.atlassian.com/jira-service-management-cloud/docs/get-to-know-the-main-jira-service-management-features/ 

It will not affect request types

[Julia Watson-Clarke]

Hey @Marc / Atlassian Community,

On this, I'd like to know a bit more about the part of the article that says:

"All customers will receive an email notice by September 17, 2024, indicating whether they are impacted by packaging changes."

I have no record of receiving an email from Atlassian, did other receive an email and, if so, what did it say e.g. that you will or that you won't be impacted? I'm interested in understanding who wouldn't be affected by the changes.

Thanks,

Julia.