5 min read

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

New Jira Service Management features and updates

June was definitely a busy month for Atlassian on Jira Service Management front. We have been waiting anxiously for some of the updates and they are here at last!

Let’s first take a look at the major changes, shall we?


Attachments now available in forms

Whit this update Atlassian has enhanced the forms functionality to include attachments. Now, the attachment fields are also 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.

  • Attachment fields can be multiple and they can also be put into dynamic sections.

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.





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

We are thrilled to announce the arrival of this highly anticipated feature! If you are using Jira Service Management, then you've probably been eagerly waiting for it. Now, imagine having the ability to embed forms directly into Confluence, unlocking the full potential of Confluence as an Intranet solution or Wiki. Whatever you prefer to call it, your customers can now create requests right within it!

By simply copying and pasting the URL of a request form, a portal page, or a knowledge base article, you can seamlessly embed them into a Confluence page or Jira issue. This means that customers or employees can raise requests, access help articles, or explore the portal without the need to navigate to the help center.

When you paste the required link into Confluence or Jira, it will be displayed as an inline link by default. If you want to modify its appearance, simply select the link and choose the desired display option (URL, inline, card, or embed) from the floating toolbar that appears.





A New Unified Authentication Page for JSM Help Center

Typically customers turn to JSM when they have an urgent need for help or an ad-hoc request. During such critical moments, the last thing on their minds should be struggling with log-in credentials for your JSM Help Center. The authentication process can be time-consuming and frustrating. However, what if we introduced a new feature that combines log-in and sign-up into a single page?

Once a user tries to log in to your instance they will need to first enter their emails. As they enter their email, they will be prompted to go through 2 paths, just like before, but without the need to navigate to a new page or re-enter their email address:

  • Existing customers: After entering their email address, the customer will be asked to enter their password.
  • New customers: After entering their email address, the customer will be prompted to sign up with a new password and will receive a validation email.
  • Users with Single Sign-On (SSO): After entering their email address, they will be redirected to their SSO app.





What’s more?!

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