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Category (Jira Service Management)

  1. 📣 Run Workato recipes from the virtual service agent and Automation

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    community.atlassian.com - The integration connects your enterprise stack with Jira Service Management, unlocking powerful use cases for both IT and business teams! 🚀
    With the new Workato integration it's possible to connect and run Workato recipes, allowing you to fetch information and take actions across hundreds of applications directly from:
    The Virtual Service Agent – via the Trigger Workato recipe step within your conversation flows, to resolve customer requests directly within the conversation.
    Jira Automation – via the Trigger Workato recipe action in your automation rule.

  2. What's new in Jira Service Management Knowledge Base - April 2025

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    community.atlassian.com - We’re excited to introduce new enhancements to Knowledge Base in Jira Service Management! Below we’ve rounded up several generally available (GA) features to supercharge your native knowledge base. Check them out and let us know what you think in the comments below 👇
    Grow your knowledge base and deflect more tickets with AI suggested topics
    Powered by AI, Suggested Topics enables you to proactively identify gaps in your knowledge base based on recent customer requests. By creating more relevant knowledge articles, you can ensure a delightful self-service experience for help seekers, plus improve support team productivity through increased ticket deflection.

  3. Recording Posted! How we built this - Jira Similar Issues linking them all together

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    community.atlassian.com - At Atlassian, we are hard at work building new features to improve your workflow and efficiency. 
    Join Apurva and Bo to explore Jira’s Similar Issues feature, a tool designed to enhance productivity by identifying and surfacing issues with common characteristics. Discover how this feature helps in planning, cleaning duplicate backlogs, and leveraging past experiences. Learn about the technology behind it and its impact on Atlassian's workflow.

  4. Create automation-driven Playbooks for agents in Jira Service Management

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    community.atlassian.com - We’re excited to share that you can now create automation-driven Playbooks for agents and responders in Jira Service Management, accessible directly from the issue view.
    Available for Jira Service Management Cloud Premium and Enterprise customers, the new playbooks feature guides agents and responders through the execution of complex, repeatable processes. With playbooks, you can define standard operating procedures (SOPs) for your teams, including instructional steps, and automated steps that help them resolve issues faster.

  5. Improve your operations efficiency with JSM Slack ChatOps

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    community.atlassian.com - With JSM ChatOps Incident management, the on-call responder no longer needs to constantly log into the JSM UI to add responders, update stakeholders, change priorities, or update incident statuses. Additionally, users can quickly create an incident using the /jsmops create incident slash command directly from the Slack channel.

  6. Top 10 essential SLA rules that save your service

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    community.atlassian.com - An SLA is not just a formal document—it’s the foundation of trust between a company and its customers. But what happens when an SLA isn’t met? Missed deadlines, dissatisfied clients, and a damaged reputation…
    To prevent this, you need to follow 10 essential rules that will make your SLA effective, realistic, and truly result-driven. In this article, we’ll explore key principles that will help you stay in control, minimize risks, and enhance your service quality.
    Ready to learn how to create an SLA that truly saves your service? 

  7. Introducing table customization in request type settings

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    community.atlassian.com - We’re rolling out some improvements to offer a more functional view of the request types in your service project. These updates to the table in request types settings provide admins with greater flexibility to customize their table view to suit their needs and preferences, making it easier to manage a project's request types.'
    Based on customer feedback, as part of these changes we're also making the 'Request type groups' feature available to all users by default (previously it could be enabled from the Features section in Project settings). Request type groups can be used to categorize related request types within a single project, improving visibility and management for the team(s) handling these requests. Find out more about using request type groups.

  8. Your help center navigation is now customizable!

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    community.atlassian.com - We have separated the Help Center navigation from the banner, paving the way for new and exciting features. This means you can now independently customize the background and text color of your navigation, separate from the banner.

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

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    community.atlassian.com - 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.

  10. Our newest update to Help Centers in JSM: Linking Projects to Help Centers!

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    community.atlassian.com - I’m excited to announce that the ability to link projects to Help Centers is now available in Jira Service Management Premium and Enterprise 🚀
    In July, we released Multiple Help Centers in Jira Service Management, to allow for multiple front doors for different sets of employees or customers looking for support.
    The #1 feedback we received was for the ability to associate / link specific projects to specific Help Centers.