Current State:

Recently, Jira Software Cloud introduced a feature that allows users to collaborate on work items with AI agents. This feature enables AI to assist in refining descriptions, suggesting tasks, and summarizing discussions directly within the issue view.

• Collaborate on work items with AI agents

Currently, this capability is exclusive to Jira Software (JSW) projects. When working within a Jira Service Management (JSM) project, agents and collaborators do not have access to these AI agents for service requests, incidents, or changes. This creates a functional gap for teams that use both JSW and JSM, as they cannot leverage the same AI-driven productivity gains in their service-desk workflows.
 

Proposed Future State:

Extend the "Collaborate with AI agents" feature to Jira Service Management.

• Enable AI agents to interact within JSM issue types (Incidents, Service Requests, etc.).
• Allow AI agents to assist JSM agents in drafting internal notes or refining ticket descriptions based on customer input.
• Provide the same "Chat with AI" or "Summon Agent" interface within the JSM issue view that currently exists in JSW.