5 min read

JSM Wrap-up July - What's new in Jira Service Management?

New Jira Service Management features and updates

Today, we're going to take a look at some of the major changes in Jira Service Management that took place in July. Along with these significant updates, we'll be covering all the changes in this blog post, allowing you to conveniently access them all on one page.

Let's dive right into the major changes, shall we?


Improve customer response time by providing canned messages

This feature definitely deserves our spotlight in July. No longer relying on add-ons, you can now efficiently address common questions with ease. Agents and project admins can create personal responses, saving valuable time by avoiding manual typing or copy-pasting repetitive responses. In addition, admins can create shared responses that can be used by all agents in their projects. 

Please note that there are some limitations. While you can't currently use all variables from your issue, the current version includes essential variables such as assignee, reporter, portal URL, request URL, etc., which cover more than 80% of your needs.


Happy migration - with customers

Yes, you heard it right. You can now migrate your customers when migrating to the cloud. This has been a missing piece in cloud migrations, and Atlassian has addressed it.

Keep in mind that there's no limit to the number of users you can migrate. However, for a successful migration, ensure that the same products are available on the cloud. If you no longer wish to use a particular product after migration, you can opt for a free plan or start a 7-day trial for that product and remove it later.


You thought Atlassian had forgotten about SLAs BUT...

After a long wait, Atlassian has released some much-anticipated changes to SLA start, stop, and pause conditions. You can now add these conditions to your SLAs based on the due date field in your issues. Here's how they work:

  • Due Date: Set: Start or stop an SLA when the due date is set for the first time.
  • Due Date: Cleared: Start or stop an SLA when a due date value is cleared from the field.
  • Due Date: Changed: Start or stop an SLA when the due date value is changed from one date to another.

You can also pause or continue your SLAs if your due date value is set or empty. Try these new conditions when editing your SLA conditions in Project settings > SLAs!




Preview forms directly in Request Type's configuration

As Jira Service Management Administrators, we are thrilled about this change, and so will your agents! So what does it do?

With this change, you can now see if a request type is related to a form directly when configuring the request type's form in Project Settings. This allows you to directly see and understand what forms are being used and quickly jump into that form to configure it.

Atlassian has also added a claimer in the global issue create screen, indicating when a request type is linked to a form. If a Service Management project is selected and the request type has a connection to a form, the create screen will prompt you to go to the portal and raise it there since you can't see the form in the native create screen. Check out the examples below:




What’s more?!

For these and more changes, read the Atlassian Cloud changes log below to see the full change log!