Jira Service Management is an ITSM platform (Information Technology Service Management). ITSM software focuses on IT or DevOps management of systems and hardware. This includes a vast array of needs from managing assets like laptops and monitors and requests for new equipment, change management around IT infrastructure, incident management (outages), and customer requests including bugs, project requests, hardware requests, new environment requests. etc.
Feature Support
Real-Time | Supported |
Scheduled | Supported |
AND Operators | Supported |
OR Operators | Supported |
Custom Fields | Supported |
Reference Fields | Supported |
Object Support
Object | Real-Time | Scheduled |
Request | Yes | Yes |
Common Use Cases
Issue | Real-Time | Send a signal to a channel when a new request is created with priority = high. |
Issue | Real-Time | Signal the new assignee of a request when the assignee changes with the priority, status, summary and description. |
Issue | Real-Time | Send a signal to the creator of a request when its status changes. |
Issue | Real-Time | Send a signal to a manager anytime a customer field representing the account tier is equal to 1 and the requests’s priority is equal to medium or high. |
Issue | Scheduled | Send signals to users every morning with a list of requests with due dates in the next 5 days. |
Issue | Scheduled | Send a manager a daily list of requests with medium or high priority that haven’t been viewed in 3 or more days. |
Issue | Scheduled | Send an end-of-week signal into a team channel outlining all the requests that were resolved over that week. |