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.

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