We’re excited to share with you today some of the latest and greatest Jira Service Management features released this year!
Atlassian Intelligence and AI-Driven Capabilities
New AI-powered features generally available:
- Similar requests panel — Agents can view similar issues while working a ticket to reduce duplicates and speed triage.
- Customer sentiment insights — Automatic sentiment scoring based on customer comments, helping prioritize or escalate tickets.
- Issue triage suggestions — AI suggests new request types for multiple issues in a queue for batch reclassification.
- Virtual service agent in email — A virtual agent can now respond to customer emails using AI answers, assisting self-service over email channels.
Enhancements to virtual agent channel management
- Centralized management for virtual agent channels across Slack/Teams and other interfaces. Unified testing/draft intent preview without separate channel setup.
Customer and User Management Features
Customer provisioning (Open Beta)
- SCIM-based sync of portal-only customers and customer orgs from identity providers (e.g., Okta, Azure AD), enabling automated creation, updates, and deactivations.
Export and tracking improvements
- Export lists of external users with customer role access (CSV export).
Administrative and Security Enhancements
Sandbox improvements
- Ability to copy specific Jira Service Management projects to a sandbox environment instead of full data sets. This accelerates testing for administrators.
Enhanced customer and organization directory UI
- Refreshed views separating “Customers” and “Organizations” for improved clarity and manageability.
Operational and Enterprise-Level Capabilities
Bulk tools and portal account management
- Bulk actions for portal-only accounts (delete, migrate up to 1,000 at once) for large customer/user clean-up tasks.
Change & incident management enhancements
- Ability to associate Assets objects (hardware, software, etc.) with change and incident records for better context during change review.
On-call schedules and escalation advances
- Site-level on-call schedules and escalations, allowing responders from multiple teams to be tied to a schedule/escalation in JSM.
Atlassian Operations Provider for Terraform
- New provider supports Terraform automation for teams, schedules, escalations, and basic integration resources—benefiting teams investing in infrastructure as code.
Backup, Restore, and Assets Management
Backup & restore for JSM Assets
- Assets data (the flexible configuration database for devices, resources, etc.) is now included in Atlassian Cloud backup/restore operations.
Jira Service Management Template and UX Improvements
While not strictly feature “releases,” Atlassian has continued to evolve the JSM experience with redesigned agent workflows, bulk ticket actions, and new ITSM project templates promoting visibility across service requests, incidents, problems, and changes.
Jira Core Software and JSM Context (Long Term Support)
For on-premises/Data Center users:
- Jira Service Management 11.3 LTS — A Long Term Support release consolidating improvements and bug fixes, recommended for customers requiring extended stability windows.
Summary of Key Trends Over the Last Six Months
AI Integration
- AI-based assistance (triage, similar issues, sentiment) is a major focus.
Automation & Operational Efficiency
- Automation rule enhancements, Terraform support, sandbox project copies, bulk portal-user actions.
User/Customer Administration
- SCIM customer provisioning and user export for governance and identity integration.
Service Experience
- Virtual agent improvements and centralized channel management enhance the service intake and self-service experience.
Enterprise & ITSM Maturity
- Expanded change, incident, and asset associations across request types; advanced scheduling/escalation tools.
Contact our team today to learn more about how you can begin rolling out these enhancements: lwalker@stratacominc.com.
