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

What’s more?!

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

• Atlassian Cloud changes May 29 to Jun 5, 2023

  Improved search for Assets in Jira Service Management

  We've made some changes to searching in Assets in Jira Service Management.

  As always, you can use the global search to find an object Key, Label, or ID across multiple object schemas.

  You can also search for objects and object types from within an object schema.

  And finally, if you would like to search attributes, you can enable the Match any attribute toggle in the object schema search and find any text attribute values in the current object schema.

  Preview Forms from the request type configuration page

  See form fields alongside Jira fields in the 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, plus more easily Edit and Remove forms without navigating via the meatball menu.

• Atlassian Cloud changes Jun 12 to Jun 19, 2023

  No more accidentally removing fields from request forms

  Adding fields to the issue view automatically removed any field already in the request form upon saving any changes. Now, when you select Save changes in the issue view, you'll see a warning modal to confirm this action before any fields are removed.

  Learn more about configuring request forms and issue views.

  Attachments now available in forms

  Collect all kinds of attachments from your customers using the new attachment field in forms. Attachments can be documents, images, or video files.

  Your customers can browse to upload files when filling out this field in their form.

  These attachments will appear both in the form itself for full context, and under Attachments in the portal and issue view with all other attachments for quick and easy access.

  Learn more about how fields work in forms.

  Updated empty queue illustration

  We've updated the illustration that appears when a queue is empty in projects where no work categories have been enabled. This is in response to customer feedback that when new projects are created, they land in the queues screen with no context of where they are or what they need to do next.

  The updated illustration includes:

  • Brief text explaining how queues work

  • A link to a help article to learn more about queues

  • A button that launches the 'Create issue' screen

  Embed request forms, portals, and articles into Confluence or Jira

  Use embeddable Jira Service Management links to let your customers raise requests, view a portal, and read help articles right from Confluence or Jira.

  You can now simply copy and paste the URL of a request form, a portal page, and/or a knowledge base article to embed them into a Confluence page or Jira issue. Customers or employees can then raise requests, read help articles, or access the portal without having to go to the help center.

  When you’ve pasted the required link into Confluence or Jira, it displays as an inline link by default. To change how it is displayed, select the link and choose the appropriate display option (URL, inline, card, or embed) from the floating toolbar that appears.

  Customers and employees will be able to view and access all request forms, articles, and portal pages that they have permission to view and access in the help center.

  Replace the workflow of a request type with a workflow from outside your current project

  Earlier this year we released the ability to replace the workflow and issue type of any of your request types with another workflow or issue type within your current project.

  We're now updating this feature so that you can access workflows from any project on your Jira Service Management site.

  When you replace the workflow of a request type, we'll bulk move all your existing issues to the new workflow, and ask you to select new statuses for any current statuses that don't exist in the new workflow.

  To try this out:

  1. Go to Project settings.

  2. Select Request types.

  3. Select ••• (More actions) next to a request types to check it out.

  Learn more about replacing workflows

  Jira Service Management: new unified authentication experience at your help center

  Introducing Jira Service Management’s new unified authentication experience at your help center — combined login and signup into a single page to provide a direct, dynamic, and contextual path for your new and existing customers to get help or send requests faster. Learn more about the unified login experience with your help center

• Atlassian Cloud changes Jun 19 to Jun 26, 2023

  Restore invalid issue types

  If there’s a request type with an invalid issue type in your project, you can now restore the issue type from the Request types page in your Project settings.

  When you select the invalid issue type, we'll let you know which issue type was previously connected to that request type. Select 'Restore' to add that issue type back to the request type.

  Introducing a smart way to find similar incidents

  On an incident, we’ll now show some incidents from the past that are similar to the one you’re viewing, so you can use past information to investigate and resolve the incident faster.

  These results are AI-powered, so some results may not be relevant or helpful to you. To help improve results, you can give feedback by reacting 👍 or 👎 to a result.

• Atlassian Cloud changes Jun 26 to Jul 3, 2023

  Access more fields in team-managed service projects

  While configuring request types in team-managed service projects, you can now add and reuse fields from your company-managed service projects.

  On the Request types page in your Project settings, use search to find fields from your current project or any of your company-managed service projects. You can also use the Suggested fields section to browse recently created and recently used fields.