Unlocking the Latest Innovations in Jira Service Management

Atlassian continues to redefine service management excellence with cutting-edge updates to Jira Service Management (JSM). Over the past two months, some transformative features have emerged, providing teams with smarter automation, improved data accuracy and a streamlined approach to managing issue security. We explore how these innovations can elevate your workflows, enhance user experience, and support your team’s success.

Smart Values in Forms: Automation Meets Simplicity

Automation is at the heart of Jira’s promise to simplify complex processes and the introduction of Smart Values in Forms takes this to the next level.

Smart values let you dynamically retrieve data from forms and use it to trigger meaningful actions. For instance, you can now configure automation to access and leverage specific form values without relying on third-party add-ons.

Why this matters:

• Efficiency Gains: Automate repetitive tasks such as issue comments, updates, or notifications, minimising manual intervention.
• Data Accuracy: Ensure precise data handling by pulling information directly from submitted forms dynamically.
• Seamless Integration: Use smart values across multiple forms, aligning them with your unique processes.

Use Case Example:

Imagine your HR team needs onboarding notes from a form added as a comment to every issue tagged as “Employee Onboarding.” With a simple automation rule, you can trigger the comment addition with this syntax:
{{forms.last.onboarding-notes}}

This capability eliminates errors and saves time by integrating directly into workflows - no extra tools or manual updates are needed.

Cascading Fields: Creating Dynamic, Intuitive Forms

Forms just got smarter. With cascading fields, you can now navigate dynamic forms where field options change based on prior selections.

What this means for your business:

• Simplified User Journeys: Guide users through logical steps, reducing confusion and form abandonment.
• Enhanced Data Quality: Reduce errors by limiting selectable options based on earlier choices.
• Seamless Integration: Link cascading fields with existing Jira cascading fields for consistent workflows.

The Big Picture:

Whether you’re managing IT requests, HR onboarding or procurement approvals, cascading fields make service request forms more precise and user-friendly. They ensure agents get the information they need to deliver fast, accurate resolutions.

Improved Issue Security: Simpler, Smarter Protection

Atlassian has taken a major step forward in simplifying issue security. The latest updates allow admins to configure security levels directly within request types, eliminating the need for duplicate settings across fields and queues.

Key Features Include:

• Unified Configuration: A single security scheme for Jira Service Management and Jira projects.
• Enhanced Visibility: New default security schemes make it easy to define who can access what, at a granular level.
• Automatic Portal Updates: Hide request types from users not in the correct security groups therefore streamlining the portal experience.

The Bottom Line:

Teams now have more control with less overhead. Sensitive information stays protected, and admins can ensure compliance with confidence and ease.

Why These Updates Matter

For existing users, these innovations offer tools to optimise processes, save time and improve data reliability. They highlight why Jira Service Management remains a leader in the service management space delivering scalable, user-centric solutions.

At Elegance Group, we don’t just resell Atlassian tools; we’re experts in solving curly business problems using their capabilities. If you’re looking to implement these features or optimise your existing setup, our team is here to help. Let’s chat about how Jira Service Management’s latest innovations can transform your operations.

Get in touch today to start your journey with smarter, more intuitive workflows.