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      Rolling Out to JSM Premium & Enterprise customers

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      Rolling Out to JSM Premium & Enterprise customers
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      Hi Everyone. We have started to roll out non-licensed Incident stakeholder support for JSM Premium, and Enterprise customers. If your organization has been onboarded, you’ll be able to see a new role “Stakeholder” in your Atlassian Administration -> Directory -> Invite users -> Jira Service Management where you’ll be able to add non-licensed stakeholders, and can select them in “Add Stakeholder” feature in JSM Incidents. For more information, please check our support documentation: https://support.atlassian.com/jira-service-management-cloud/docs/how-can-i-add-and-manage-internal-stakeholders/

       

      Note: This will be a phased roll out over the next couple of quarters, so do expect it to be available for you soon, if it isn’t already. Also, please note, this new role can be used in JSM Incident Management, and not in Opsgenie. Thanks.

      Show
      Hi Everyone. We have started to roll out non-licensed Incident stakeholder support for JSM Premium, and Enterprise customers. If your organization has been onboarded, you’ll be able to see a new role “Stakeholder” in your  Atlassian Administration -> Directory -> Invite users -> Jira Service Management  where you’ll be able to add non-licensed stakeholders, and can select them in “Add Stakeholder” feature in JSM Incidents. For more information, please check our support documentation:  https://support.atlassian.com/jira-service-management-cloud/docs/how-can-i-add-and-manage-internal-stakeholders/   Note:  This will be a phased roll out over the next couple of quarters, so do expect it to be available for you soon, if it isn’t already. Also, please note, this new role can be used in JSM Incident Management, and not in Opsgenie. Thanks.

      Problem Definition

      Currently, JSM with Opsgenie merged does not allow free stakeholders. These users would need to be licensed towards JSM in order to be stakeholders.

      Suggested Solution

      Ability to add free stakeholders in merged Opsgenie

            [JSDCLOUD-10072] Ability to add free stakeholders in merged Opsgenie

            Happy New Year, everyone! May it be filled with joy, success, and - who knows - maybe even some miracles. Like Atlassian resolving to fix this bug. We can dream, right?

            Tobias Bosshard added a comment - Happy New Year, everyone! May it be filled with joy, success, and - who knows - maybe even some miracles. Like Atlassian resolving to fix this bug. We can dream, right?

            Hi 14a2b1315e6d Yes, for JSM premium, and Enterprise license holders, we have started rolling out the Free stakeholder feature for Incidents. It may be a good idea to confirm if the feature has already been rolled-out to your customer before suggesting a migration. The confirmation can be done by going to their Administration portal, and see if Stakeholder role is available for Jira Service Management when "Invite User" button is clicked (Under Directory tab). Note: this is ONLY for the Incident Management in JSM, not the Opsgenie part of JSM.

             

            8157b1588cce For JSM based customers, we recommend using the JSM part of the Incident Management, as that has a better integration with the rest of the system (Including Changes, Services etc.). Unfortunately, at present we don't have any ETA for this to be available in Opsgenie side, but happy to discuss if there's a feature gap that's preventing your organization to move to the JSM Incident Management. Thanks.

            Prithwish Basu added a comment - Hi 14a2b1315e6d Yes, for JSM premium, and Enterprise license holders, we have started rolling out the Free stakeholder feature for Incidents. It may be a good idea to confirm if the feature has already been rolled-out to your customer before suggesting a migration. The confirmation can be done by going to their Administration portal, and see if Stakeholder role is available for Jira Service Management when "Invite User" button is clicked (Under Directory tab). Note: this is ONLY for the Incident Management in JSM, not the Opsgenie part of JSM.   8157b1588cce For JSM based customers, we recommend using the JSM part of the Incident Management, as that has a better integration with the rest of the system (Including Changes, Services etc.). Unfortunately, at present we don't have any ETA for this to be available in Opsgenie side, but happy to discuss if there's a feature gap that's preventing your organization to move to the JSM Incident Management. Thanks.

            Hi Prithwish,

             

            Just wanting to confirm my understanding of this as we have customers wanting to just use JSM premium and remove their Opsgenie subscriptions

            We were just told on a ticket that the differences in functionality between the two is that with JSM Premium they do not have access to Live Chat or Free Stakeholders.

            Is it correct then that if they now have access to this feature in their JSM that this is no longer the case?  And now the only difference is the Live Chat function?

            Could you please confirm for us?

             

            thanks

            Monique McGregor added a comment - Hi Prithwish,   Just wanting to confirm my understanding of this as we have customers wanting to just use JSM premium and remove their Opsgenie subscriptions We were just told on a ticket that the differences in functionality between the two is that with JSM Premium they do not have access to Live Chat or Free Stakeholders. Is it correct then that if they now have access to this feature in their JSM that this is no longer the case?  And now the only difference is the Live Chat function? Could you please confirm for us?   thanks

            Helen C added a comment -

            So this is for JSM not the connected Opsgenie that comes with Premium that this ticket was for ? 

            Helen C added a comment - So this is for JSM not the connected Opsgenie that comes with Premium that this ticket was for ? 

            Hi 5784deb49fd6 The Stakeholder role (If already rolled out for your organization) will support any external email ids irrespective of they are licensed users of JSM or not (Provided the site have JSM Premium/Enterprise license). For existing emails with JSM "Customer" role (I believe this is what you meant as portal-only users), you'll be able to add "Stakeholder" role in addition to their existing role (It's a multi-select) and they'll start getting the stakeholder comms. if they are added to an incident as stakeholder.

            Thanks for the feedback on the user-group support, and would love to understand the use case in detail if you can reach out through our support channel.

            Prithwish Basu added a comment - Hi 5784deb49fd6 The Stakeholder role (If already rolled out for your organization) will support any external email ids irrespective of they are licensed users of JSM or not (Provided the site have JSM Premium/Enterprise license). For existing emails with JSM "Customer" role (I believe this is what you meant as portal-only users), you'll be able to add "Stakeholder" role in addition to their existing role (It's a multi-select) and they'll start getting the stakeholder comms. if they are added to an incident as stakeholder. Thanks for the feedback on the user-group support, and would love to understand the use case in detail if you can reach out through our support channel.

            Hey Prithwish,

            JSM is used to service external customers who are stakeholders to services we provide...

            Is it possible to add portal-only users as stakeholders? This seems limited to internal employees as they'll need a user role.

            Also it doesn't appear to be able to support adding groups to stakeholder lists which makes things tediously manual and increases the overhead of managing users.

            Happy to talk through our use cases and needs if it helps improve this functionality.

            Many thanks,
            Dave

            David Meredith added a comment - Hey Prithwish, JSM is used to service external customers who are stakeholders to services we provide... Is it possible to add portal-only users as stakeholders? This seems limited to internal employees as they'll need a user role. Also it doesn't appear to be able to support adding groups to stakeholder lists which makes things tediously manual and increases the overhead of managing users. Happy to talk through our use cases and needs if it helps improve this functionality. Many thanks, Dave

            Hi Everyone. We have started to roll out non-licensed Incident stakeholder support for JSM Premium, and Enterprise customers. If your organization has been onboarded, you’ll be able to see a new role “Stakeholder” in your Atlassian Administration -> Directory -> Invite users -> Jira Service Management where you’ll be able to add non-licensed stakeholders, and can select them in “Add Stakeholder” feature in JSM Incidents. For more information, please check our support documentation: https://support.atlassian.com/jira-service-management-cloud/docs/how-can-i-add-and-manage-internal-stakeholders/

             

            Note: This will be a phased roll out over the next couple of quarters, so do expect it to be available for you soon, if it isn’t already. Also, please note, this new role can be used in JSM Incident Management, and not in Opsgenie. Thanks.

            Prithwish Basu added a comment - Hi Everyone. We have started to roll out non-licensed Incident stakeholder support for JSM Premium, and Enterprise customers. If your organization has been onboarded, you’ll be able to see a new role “Stakeholder” in your Atlassian Administration -> Directory -> Invite users -> Jira Service Management where you’ll be able to add non-licensed stakeholders, and can select them in “Add Stakeholder” feature in JSM Incidents. For more information, please check our support documentation: https://support.atlassian.com/jira-service-management-cloud/docs/how-can-i-add-and-manage-internal-stakeholders/   Note: This will be a phased roll out over the next couple of quarters, so do expect it to be available for you soon, if it isn’t already. Also, please note, this new role can be used in JSM Incident Management, and not in Opsgenie. Thanks.

            Helen C added a comment -

            Hi is there any update on this comment from Aug : 
            779bcced89ef added a comment - 18/Aug/2023 6:54 AM
            This feature is under development for Jira Service Management (Cloud). The tentative Estimated Time of Arrival (ETA) is the first quarter of 2024 (Jan-Mar). 

            This is a big blocker for us. 

            Helen

            Helen C added a comment - Hi is there any update on this comment from Aug :  779bcced89ef  added a comment - 18/Aug/2023 6:54 AM This feature is under development for Jira Service Management (Cloud). The tentative Estimated Time of Arrival (ETA) is the first quarter of 2024 (Jan-Mar).  This is a big blocker for us.  Helen

            This feature is under development for Jira Service Management (Cloud). The tentative Estimated Time of Arrival (ETA) is the first quarter of 2024 (Jan-Mar). 

            Prithwish Basu added a comment - This feature is under development for Jira Service Management (Cloud). The tentative Estimated Time of Arrival (ETA) is the first quarter of 2024 (Jan-Mar). 

            Ed Osborn added a comment -

            Hi we would like to receive updates on this feature's implementation as it will be a big value-add for us

            Ed Osborn added a comment - Hi we would like to receive updates on this feature's implementation as it will be a big value-add for us

              e6271e52a62a Sejal Bansal
              nmohdkhalid Nabil
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