JSM News Wrap-up - External Help Resources, Schemas & Customer Notification Logs

What’s more?!

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

• Atlassian JSM changes Aug 28 to Sep 4, 2023

  Search existing forms and add them directly from the request type configuration page

  It’s never been easier for admins to add forms to request types. Select Add form while configuring your request type to search all forms across your entire project without needing to first associate them via form settings. Simply select the form you wish to add, and it will automatically associate it to this request type in the background.

  Learn more about where forms can be added

  Add links to external resources from across portals to your topics

  Along with request forms and knowledge base articles, admins can now add links to external resources from multiple portals to their topics.

  External resources – created in service projects – give customers access to helpful self-service knowledge, communication channels like chat, request forms, and much more from tools outside Jira Service Management directly from your portal. By bringing them to topics, your customers will be able to find the relevant resources they need even faster, right from the help center home page.

• Atlassian JSM changes Sep 4 to Sep 11, 2023

  Improved delete controls for Assets in Jira Service Management

  We've upgraded the Assets feature in Jira Service Management to make deleting items safer and easier. Now, if you want to delete object schemas or object types, you'll need to type their name first. For attributes and bulk objects, you need to check a box to confirm.

  We've also moved the delete buttons for better access. The “Delete” buttons for object schemas and object types are now in their respective configuration pages.

  These changes make it harder to delete items by mistake, so you can manage your data with more confidence. Let's enjoy a smoother, more user-friendly experience with less worry about losing important info.

  Learn more about deleting schemas in Assets in Jira Service Management

  Resolve and close your issues in chat

  Agents can now resolve issues in Slack for projects connected with chat. This fixes an experience where agents could close an issue without adding a resolution, which caused these “closed” issues to appear in incorrect queues and prevented CSAT surveys from sending.

  Now, if an agent changes an issue status to closed in Slack, they also must choose a resolution. We expect to fix this experience for Microsoft Teams customers soon.

  Learn more about resolving issues in Slack

• Atlassian JSM changes Sep 11 to Sep 18, 2023

  Validation added to the Filter issue scope field in the Assets objects field configuration screen

  We’ve made some improvements to the Assets objects field configuration screen to make it easier to link objects in Assets into custom fields that appear in Jira Service Management.

  We’ve added validation to the Filter issue scope field, meaning that if you are entering a placeholder in that field, you’ll now be able to instantly see if your AQL is valid.

  Learn more about configuring the Assets object field.

  Object schema templates for Assets

  Get started quicker than ever in Assets with 3 new object schema templates - IT Assets, People, and Facilities. These templates contain a variety of use-case-relevant object types and attributes - giving you a head start to focus on building out a useful and effective database. Learn more about how to build an IT asset management database.

  For more information, check out our Community post on this feature launch.

  To get started using this change - select Create schema, choose your template, then start building or bringing in your objects.

  Introducing customer notification logs

  Using customer notification logs in Jira Service Management, project admins can easily find out which notifications weren’t received by their customers and take necessary actions to ensure that their customers get notifications on time.

  To access customer notification logs, go to your service project, and select Customer notification logs. Here you’ll find details like the name of the notification, when it was sent, and why it wasn’t delivered.

  Currently, we’re introducing logs for customer invite notifications only. For more details, see this community post.

  Learn more about customer notification logs

• Atlassian JSM changes Sep 18 to Sep 25, 2023

  Expand and collapse forms in portal view

  Improvements have been made to the portal view in Jira Service Management to make it easier for customers to review their forms. Customers can now choose to expand forms to review and edit, then collapse them when they wish to review another form on a request.

  Learn more about how forms can be used in the portal

  View, edit, and manage forms better in issue view

  Improvements have been made to the issue view in Jira Service Management to make it easier for agents to review forms.

  You can now expand forms to review and edit, then collapse them when you wish to focus on another area of an issue.

  You’ll also find the ability to Make form internal now in the (...) menu on each form for easier access. Plus, we’ve made it more obvious which forms are internal only. All internal forms will display yellow to follow the same pattern used for internal comments. This makes it clear to your team what only they can see, and what the customer can.

  Learn more about how to view, add, or edit a form on an issue

  Control whether members use API tokens to authenticate

  You can now control whether members can make API calls with a User API token into your organization’s products.
  With this new API token setting, you can allow or block members from:
  -Creating a new User API token to authenticate
  -Using an existing User API token to authenticate

  To try out the API token setting:

  1. Log in to admin.atlassian.com > Security > Authentication policies > Settings > User API tokens

• Atlassian JSM changes Sep 25 to Oct 2, 2023

  Preview forms from the request type configuration page

  See form fields alongside Jira fields in one view, so you can easily check what your customer will see and the fields they'll fill out in the portal.

  Simply expand the forms component to preview the entire form and easily edit and remove forms without using the more actions menu.

  Learn more about forms added to request types