Atlassian Jira Service Management

Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.*Except Fisheye and CrucibleSummaryWriting an automation rule that fits your use case is not always easy, as it might be difficult to know where to start at first.This page provides a list of automation rules covering various areas, such as basic operations, Jira Software/Jira Service Management automation, integration with external applications, sending notifications, etc.Even though these rules might not address your exact use case, they might be a good starting point for writing your own custom automation rule.SolutionAutomation rule templatesLink to each category:Basic Jira issue operationsJira Software automationsJira Service Management automationsAutomation Rules related to Insight/Assets fieldsSending emails to Jira users including list of issuesIntegrating with external applications and Jira REST APIRule schedulingMiscellaneous use casesBasic Jira issue operationsJira Software automationsThe rule templates listed below provide ways to manipulate fields such as Story Points, Epics, Advanced Roadmap Teams, Parent links:Automation rules related to Advanced Roadmap fields (Parent Link, Team, Target Date...)Jira Service Management automationThe rule templates listed below provide ways to manipulate fields such as Request Participants, Organizations, and Customer Request Types:Automation Rules related to Insight/Assets fieldsSending emails to Jira users including the list of issuesIntegrating with external applications and Jira REST APIRule schedulingMiscellaneous use casesUpdated on September 11, 2024Was this helpful?It wasn't accurateIt wasn't clearIt wasn't relevantStill need help?The Atlassian Community is here for you.

Light theme as the original theme won’t be supported anymore.Binary installers available for this releaseWe’ve decided to bring back binary installers for the Jira 10.3 release and its following bug fix releases. We’re still investigating the upgrade processes and working towards better support of the manual upgrade path, so this decision only applies to the Jira 10.3 LTS. The following feature releases (for example 10.4 and 10.5) won't include installers.Ignore warnings from Atlassian Package ScannerAtlassian Package Scanner verifies if there are no .jar files providing the same package, potentially with a different version. After you upgrade to Jira Software Data Center 10.3 or Jira Service Management Data Center 10.3, Atlassian Package Scanner will notify you about packages with the same content provided by different .jar files.This is due to Embedded Crowd still migrating to the new version of the platform and still using password-cipher, while Jira has already moved to atlassian-secrets but still has to provide password-cipher for backwards compatibility. atlassian-secrets embeds password-cipher, which is why Atlassian Package Scanner notices them, but since the content is the same, the following warnings may be safely ignored (note the duplicated lines—those appear because the .jar files are placed both in /lib and atlassian-jira/WEB-INF/lib): JIRA-Bootstrap WARN [o.twdata.pkgscanner.ExportPackageListBuilder] Package Scanner found duplicates for package 'com.atlassian.db.config.password' with different versions. Files: atlassian-secrets-api-5.0.4.jar and password-cipher-base-1.4.0.jar JIRA-Bootstrap WARN [o.twdata.pkgscanner.ExportPackageListBuilder] Package Scanner found duplicates for package 'com.atlassian.secrets.tomcat.protocol' with different versions. Files: atlassian-secrets-store-5.0.4.jar and password-cipher-base-1.4.0.jar JIRA-Bootstrap WARN [o.twdata.pkgscanner.ExportPackageListBuilder] Package Scanner found duplicates for package 'com.atlassian.secrets.tomcat.utils' with different versions. Files: atlassian-secrets-store-5.0.4.jar and password-cipher-base-1.4.0.jar JIRA-Bootstrap WARN [o.twdata.pkgscanner.ExportPackageListBuilder] Package Scanner found duplicates for package 'com.atlassian.secrets.tomcat.cipher' with different versions. Files: atlassian-secrets-store-5.0.4.jar and password-cipher-base-1.4.0.jar JIRA-Bootstrap WARN [o.twdata.pkgscanner.ExportPackageListBuilder] Package Scanner found duplicates for package 'com.atlassian.secrets.tomcat.protocol' with different versions. Files: password-cipher-base-1.4.0.jar and atlassian-secrets-store-5.0.4.jar JIRA-Bootstrap WARN [o.twdata.pkgscanner.ExportPackageListBuilder] Package Scanner found duplicates for package 'com.atlassian.secrets.tomcat.utils' with different versions. Files:

Benefits of migrating to JSM from a legacy solution are countless. Jira Service Management Pricing: Calculating Hard CostsJSM licensing fees are certainly one of the most significant and easily quantifiable hard costs related to implementing the solution. Unlike many competitors, Atlassian strives to be transparent about costs, so you will find the latest per-user Jira Service Management pricing on its website. The company offers four different plans, each with their own pricing structure.1. Free PlanSubscriptions start at $0 as Jira Service Management's pricing is completely free for up to three service agents with the basic plan, but storage and email notifications are limited. It’s a good fit for small teams and a smart way to get started if you just want to try it out. Here are some key takeaways:Templates for ITSM, customer service, human resources and moreMulti-channel guide including customer portal, security, email, and chatWork intake through customizable forms, workflows, and queuesEmbedded knowledge baseAlerts, on-call schedules, and incident template assetsSupport from Atlassian Community is also included for free2. Standard PlanThe Standard plan offers a lot of value for the money. You can have up to 20,000 agents with this plan, but it doesn’t have quite as much functionality at Premium plans. If you can do without asset management, this might be a fit for you. Consider these features to help you make your decision:Custom-branded help centerUnlimited email notificationsAudit logs and multi-region data residencyUp to 20,000 agents and unlimited customersRegional support3. Premium PlanThe Premium plan is an excellent solution for busy IT service desks and the overall recommendation for users. Jira Service Management's features include asset management capabilities and a 99.9% uptime SLA, but you’ll have to pay extra for Atlassian Guard to connect to your identity provider. Here’s what you need to know: Included premium AI-powered service and operationsVirtual service agentAsset and configuration managementIncident and problem managementChange management Deployment gating with CI/CD toolsAdvanced alert integrations and incident investigationReal-time incident monitoring24/7 support for critical issues99.9% uptime SLA4. Enterprise PlanThe Enterprise plan is essential if you need more than one site, and Guard is included to manage users across sites. Atlassian

2 February 2021We're excited to present Jira Service Management 4.15.HighlightsMindville Insight is now included in Jira Service Management Data CenterCustomer portal improvementsOfficial mobile support for your service projectsImproved data insights, now also for Jira Service ManagementDisplaying image attachments in email notifications MoreRead the upgrade notes for important details about this release and see the full list of issues resolved. Compatible applicationsIf you're looking for compatible Jira applications, look no further:Jira Software 8.15.x release notes Mindville Insight is now included in Jira Service Management Data CenterMindville Insight is a powerful app for asset and configuration management that lets you create and manage your IT and business assets, and interact with them through requests, incidents, changes, and more. Whether it’s hardware, software, or office equipment, you can see everything you own at a glance and categorize it in a clear way. Learn moreSee what you own at a glanceAssign mobile phones, laptops, and other equipment to specific employees and link them to the locations they're based in so you can quickly solve requests. Define your business services and their dependencies such as hosts, databases, application software and more, so you can see your whole infrastructure and understand it in detail.Interact with your assetsWhenever you need to make a change, a major incident hits, or a service request comes in, you can link the asset in your issue, so that people working on it get instant context and know all the relevant details. Insight Discovery on the houseIf you don’t feel like adding your assets manually, Insight Discovery will help you gather data from all hosts and devices on your network, pulling it all into the Mindville Insight database. We’re making this app available to download for free for Data Center users of Insight. You can get it from the Atlassian Marketplace.Get Insight - Asset ManagementInsight - Asset Management is integrated into Jira Service Management Data Center 4.15. For customers using Jira Service Management Data Center 4.14 or earlier, the Insight - Asset Management app is available for free from the Atlassian Marketplace.If you’re a server customer and already have Insight - Asset

Every workplace has a lot of moving parts, and in order for teams and your business to function smoothly and efficiently, you need a centralized system for configuration management. Simply put, you need one platform to help you track and manage service delivery, and act as a service desk tool to resolve customer service issues and advanced incidents and problems when they arise. This is where Jira Service Management comes in. Jira Service Management (JSM) is an Atlassian product built on the Atlassian software platform where you can do all these things and more. As a tool primarily used for IT service management (ITSM) practices within an organization, it builds upon the core functionality of Jira by adding features specifically designed for service management and incident management for support teams and customers in real-time. Whether you’re a new customer wanting to migrate to JSM from a legacy solution like ServiceNow, or implementing the tool from scratch, some of the most frequently asked questions have to do with Jira Service Management Cloud Plans pricing. Quick Take: How Much Does JSM Actually Cost?Every situation is different, so in terms of hard numbers for Jira Service Management pricing, the answer depends on which plan you choose and the number of users you have. However, when trying to determine JSM pricing, you should look beyond the hard costs and consider the total cost of ownership. Here’s a quick snapshot of the current estimated costs for the different tiers: Free: $0 for up to three agentsStandard: $19.04 per agent per monthPremium: $47.82 per agent per monthEnterprise: This service level is billed annually, but you’ll need to contact a sales agent here.When evaluating JSM's total cost of ownership, you should consider the hard costs of pricing per tier and per user, as well as the cost of license management services provided by a solution partner with service level agreements to get your business running smoothly. JSM’s comprehensive service, incident, change, asset, audit logs, and knowledge base management may also mean you can sunset other solutions and approval workflows to save on costs there. The total economic

Analytics and Atlassian Data Lake are also included in this plan. Make sure you consider these factors when choosing the best system for you: Cross-product insights with Atlassian Analytics and Data LakeAdvanced admin controls and securityEnterprise-grade identity and access managementUnlimited automationMultiple sites (up to 150)24/7 support for all issues99.95% uptime SLAYou can compare Jira Service Management pricing and plans in more detail here or contact the Isos team who are always happy to chat!Jira Service Management for Comprehensive Functionality Looking beyond Jira Service Management pricing and licensing fees, migrating to JSM can significantly reduce hard costs related to other software in use within your company. JSM is so much more than just an ITSM solution. In addition to its service management capabilities, JSM incorporates comprehensive incident and problem, asset and configuration, change, and knowledge management. That, in addition to powerful, built-in, low-code/no-code automation, means companies that switch to JSM may be able to sunset other solutions they currently rely on to support some of these capabilities.In addition, Jira Service Management is so flexible that it is an excellent solution for service desks of all types–facilities, human resources, marketing, legal, procurement, and more. At Isos Technology, we’ve stood up many of these types of service portals. Companies benefit from streamlining those processes and creating much-needed visibility for cross-departmental workflows like onboarding and offboarding. Again, the point solutions those departments were previously using can be sunsetted too.Right-Size Your Plan So You Don't Go Down the Wrong PathAnother thing to keep in mind about the hard costs related to Jira Service Management pricing is that right-sizing your plan may mean sunsetting some other apps. Because the functionality is somewhat different depending on what plan you opt for, upgrading plans, optimizing the way you use the solution, or making use of automation may mean that you can sunset some of the Marketplace apps you’re using. That will have an impact on your total cost of ownership since you won’t have to pay licensing fees for those apps anymore.Jira Pricing for Customers: Cost vs. ImpactAtlassian commissioned Forrester to conduct a quantitative study of how companies,