r/jira

Our PO has to create many Jira tickets (Stories and Task) so right now the tickets are usually too short. I'd like that he expresses his idea as input/prompt to some AI and that we get a good Jira ticket. If it's possible, the AI should ask some questions to the user in order to get enough information to be able to create a good Jira ticket.

I have tried with Claude + Atlassian connector and he has created an UI where I can do all these things but it's very instable.

How could I do it ? maybe just ask it to Rovo ?

We are looking to upgrade from Premium to Enterprise so our Engineering/IT teams will have their own site and then everyone else will be in another. My question is does that mean each site will have its own service portal or can they all share the same service portal? Just trying to weigh the pros and cons, we have quite a few service spaces that both engineering and non engineering submit tickets to and I just want to make sure I can speak to everything when presenting what I think is the best way forward.

Hi Guys,

I've got invitation to technical interview, but I've never had one.
What should i prepare?
Beside of scriptrunner and grovy because I mentioned i don't have experience.
Does somebody had technical interview and can help a little bit?

Hi everyone,

we’re currently looking for a good way to handle and communicate major incidents internally.

We are using Jira Service Management Premium across our enterprise group and want to improve how we inform locations and departments during outages or service degradations. Our requirements are roughly the following:

• When a major incident is created (maybe a dedicated issue type?), a predefined audience should automatically be informed depending on the affected component/application.
  • Example: If the ERP system is down, all end users should receive a Microsoft Teams notification.
  • If the HR application is affected, only the HR department should be informed.
• Every active major incident should automatically appear in a Confluence overview page including the current status.
• Resolved/older major incidents should move into a separate archive/history list.
• The IT department wants to send regular status updates to affected departments or locations via Microsoft Teams during the incident lifecycle.
  • Maybe via group chats or another Teams integration?
• Atlassian Statuspage seems too expensive for our comparatively small number of incidents/users.

What would be the best way to implement this setup?

Most Atlassian best practices and documentation seem heavily focused on external/customer-facing communication, not on internal enterprise ITSM usage.

I’d really appreciate hearing how others solved this internally with Jira Service Management + Confluence + Teams.

Hi everyone,

we’re currently looking for a good way to handle and communicate major incidents internally.

We are using Jira Service Management Premium across our enterprise group and want to improve how we inform locations and departments during outages or service degradations. Our requirements are roughly the following:

• When a major incident is created (maybe a dedicated issue type?), a predefined audience should automatically be informed depending on the affected component/application.
  • Example: If the ERP system is down, all end users should receive a Microsoft Teams notification.
  • If the HR application is affected, only the HR department should be informed.
• Every active major incident should automatically appear in a Confluence overview page including the current status.
• Resolved/older major incidents should move into a separate archive/history list.
• The IT department wants to send regular status updates to affected departments or locations via Microsoft Teams during the incident lifecycle.
  • Maybe via group chats or another Teams integration?
• Atlassian Statuspage seems too expensive for our comparatively small number of incidents/users.

What would be the best way to implement this setup?

Most Atlassian best practices and documentation seem heavily focused on external/customer-facing communication, not on internal enterprise ITSM usage.

I’d really appreciate hearing how others solved this internally with Jira Service Management + Confluence + Teams.

About us. We build field staff automation software for SMBs. Our core stack is Jira, Confluence, GitLab, Graylog, and Telegram for customer communication.
The initial trigger was to cover support gaps during nights and weekends. We also wanted an internal knowledge assistant the whole team could use to get answers that usually require a developer. Finally, we wanted to automate writing technical and user documentation.
We didn’t want to end up with a separate AI solution in every system, each with its own setup, overhead, and cost. So we settled on an independent AI workspace, and implemented all our agents there: 
- external support agent that works in Jira like a regular rep, 
- internal assistant available to every team member, 
- docs writer, 
- specialized Graylog miner every other agent can call as needed.
Results so far: 
- 70%+ auto-resolve on repetitive L1/L2, response time in seconds vs hours. A lot of room to grow, as we review AI responses weekly and adjust instructions/knowledge.
- Internal assistant use is rivaling external one. Team found it very helpful, especially because it pulls data from so many sources.
- Tech docs writing deployment is ongoing.
- We're now experimenting with an agent that reviews the work of other agents and suggest fixes.
A bit about the external agent flow. The agent connects to Jira as a regular user and handles tickets directly:

• Triggers on assignment, reads ticket + comments + attachments,
• Writes responses, updates status, escalates when confidence is low,
• Pulls knowledge from Confluence, internal docs, APIs, observability logs,
• Hard-scoped to current ticket, respects Jira permissions, shows up in audit logs,

Happy to answer any questions.

Ive been experimenting with running AI agent swarms locally (NanoClaw, Claude Code agents, etc.) to handle dev tasks like planning, implementation, and bug hunting. The execution side works surprisingly well.

But I keep hitting the same wall: once the swarm starts running, its a complete black box. Is the architect agent still thinking? Did the coder get stuck on something? Did the whole thing silently fail three hours ago? I have no idea unless I sit there watching a terminal.

And because none of it connects to Jira, there's zero audit trail. The PM has no visibility into what the AI actually did or decided.

Has anyone figured out a clean way to bridge this gap? Specifically:

• Getting agent progress updates into Jira issues as comments or status changes
• Keeping the agent runtime local (no sending Jira data to third party AI services).
• Maintaining some kind of audit trail so the team can see what happened

Ive been tinkering with a Forge plugin and a thin relay server to solve this for my own setup, but before I go further down that rabbit hole, Id love to hear if anyone else is dealing with this or has found a different approach.

What are you all using?

Emo.

Hi Guys,

To be honest I am working as a Jira Admin for 2-3 years now.
I am not gonna lie, I work on addons, schemes, workflows, jsm, conflu etc.
I was trying to find a new job as a Jira admin but i feel my current experience is not enough.

My organisation is not demanding and do not require a lot of work as an admin. So because of that i can't gain as much experience as I need. At the same time I am just IT admin as well so my daily tasks are filling my day.

I thought maybe i could find something on part-time job. Maybe you are looking for someone?

I would appreciate all advices ;)

After a few years of using Jira daily, I realized most of my browser was basically work noise:

• Jira tabs
• Confluence tabs
• Slack
• docs
• dashboards
• random context switching

Lately I’ve been experimenting with keeping Jira in its own dedicated desktop workspace instead of mixing everything in Chrome/Firefox tabs.

Surprisingly it feels much better for focus, especially on Linux.

Curious how other Jira admins/devs handle this:

• browser only
• separate browser profile
• Electron/PWA setup
• dedicated desktop app
• multi-monitor workspace
• something else?

JSM Premium, 1500 person org. Tier 1 needs to land in JSM for SLA reporting, but employees never start in JSM. They DM IT in Slack or post in our IT-help channel.

The official Atlassian Slack-Jira app captures the message as a ticket but it's basically a forwarder. The back and forth that follows happens in Slack, and an agent has to manually summarize the conversation into JSM after the fact. SLA timestamps end up messy.

What we tried:

• Automations + Slack listener writing back to JSM REST API. Brittle, 2 weeks of maintenance for marginal results,

• Third party Slack apps that integrate with JSM. Mostly just create the ticket, dont solve conversation continuity,

• Forcing employees into the JSM portal. Predictably failed,

How are people handling the Slack-as-front-door / JSM-as-record split? Specifically how you keep conversation history attached to the ticket so the agent picking it up can actually use it.

🚀 Excited to support aspiring Atlassian professionals & growing teams!

Over the past few years, I’ve worked extensively with Jira, Confluence, Bitbucket, Jira Service Management, migrations, workflow configurations, dashboards, integrations, and Agile support across enterprise environments.

I’m now looking to connect with:
✅ People who are new to the Atlassian ecosystem and want guidance
✅ Teams/startups needing support with Jira & Confluence setup
✅ Businesses looking for part-time / contract-based Atlassian assistance
✅ Anyone interested in learning real-world Jira administration & Agile workflows

I’m happy to provide mentorship, practical guidance, and hands-on support at a very minimal cost while helping individuals gain confidence with Atlassian tools and best practices.

🔹 Areas I can help with:
• Jira Administration & Workflow Configuration
• Confluence Setup & Documentation Best Practices
• Bitbucket & Repository Management
• Jira Dashboards & Reporting
• Agile (Scrum/Kanban) Support
• Jira Migrations & Integrations
• Automation & Process Optimization

Interested users can DM me!

Hey all,

Need to vent a bit and hopefully get some advice from people who've been here.

We run a few large JSM projects with 30 to 50+ request types each, and managing the work item view layouts is killing me. As some of you probably know, in JSM the layout is configured per request type. No scheme, no shared config, no apply to all option. Just you and a lot of drag and drop.

Adding one field to the layout? Do it 30+ times. Reordering context fields so agents see the same thing everywhere? Same story. Removing a deprecated field? You know the drill.

I've gone back and forth with Atlassian Support on this for months. What I got out of it:

• Layout copy and schemes exist for Jira Software, not for JSM
• Only workaround they could offer is duplicating an existing request type when creating a new one so it inherits the layout. Helps for new ones, does nothing for the 30+ already in place
• On top of that you've got Forms, Request forms, Screens and the Issue view layout all overlapping, which makes the whole thing even messier

The result is that agents see different field orders and different layouts depending on which request type they open. Not great for UX, not great for training new people.

So my question to other admins:

How are you handling this at scale? Especially if you run JSM with a lot of request types

Did you just give up and accept the inconsistency?

Or did you redesign your projects to avoid having so many request types in one place?

Half hoping someone replies with "you just need to do X" and saves my week. Half expecting a thread of people in the same boat. Either way, curious how others deal with it.

Cheers

So, we have multiple issue types and they use different date fields.

Qa task - Planned start and planned end date
Dev task - Development start and development end date
Bug - Qa start and qa end date

For the next sprint, I want to see the resource availability considering all these 3 dates.

I have used plug-ins but they allow me to use only one kind of date fields but I want to see resource availability use all there fields from 3 issue types.

I can do using jira filter, but it is manual work, is there anything that can automate this for me?

I am making a checklist for setting up a Jira space to import a project from another tool (Helix). Of course my situation is unique, but here are the basic steps and the order I plan to do them. Anything missing I should consider or a different order you would recommend?

1. Create Custom Fields
2. Create Custom Workflows
3. Create Workflow Scheme
4. Create Space
5. Associate Work Types to Workflows
6. Use Default Field Configuration (i.e. I don't need custom field configs at this time)
7. Create Screens
8. Create Screen Schemes
9. Create Work Type Screen Schemes
10. Configure Roles
11. Assign Roles

NB My colleague has massaged the data for compatibility and we have already done the migration in a sandbox.

It’s not available at my new job and I’m struggling hard with JQL without it

I read this article: https://support.atlassian.com/jira/kb/find-owners-of-deleted-filters-in-jira-cloud/

And it seems like the API endpoint: {JIRA_BASE_URL}/rest/api/3/filter/search?expand=owner&maxResults={max_results}&startAt={start_at}" should return all of the filters. I'm an admin and in the GUI I see filters from the former user that are not being exposed by the API.

In the GUI, I can't filter on the user's name because their account is deleted and doesn't show in the dropdown list.

I've tried using the API endpoint with the user's accountID, but it only returns the 8 filters that I have view rights to.

In the GUI, I can change owners for a filter, but I can't search for the filter via API.

I’m pretty good with most features in Jira but my job is now requiring some pretty heavy JQL and I can’t always use AI - for example if I’m in a meeting and sharing my screen.

Any resources to school me on JQL?