Jira Service Management 4.22.x release notes

16 February 2022

We're excited to present Jira Service Management 4.22.

Highlights

• Better communication with multiple email channels
• New SLA configuration interface
• Reuse data with auto-populated request fields
• More data points to get a snapshot of your service team’s work
• Login performance improvements for basic authentication
• Exclude projects from the data pipeline
• Make your integrations more secure with OAuth 2.0
• More accessibility improvements
• Resolved issues

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Read the upgrade notes for important details about this release and see the full list of issues resolved.

Compatible applications

If you're looking for compatible Jira applications, look no further:

• Jira Software 8.22.x release notes
• Jira Core 8.22.x release notes

Better communication with multiple email channels DATA CENTER

Previously released as a Beta feature, multiple email channels are now fully implemented in Jira Service Management. You can now configure as many dedicated email channels as you need for better communication with customers. Their emails will turn into requests or comments, personalizing and speeding up the process. Learn more about email channels

New SLA configuration interface DATA CENTER

We’re introducing a brand new SLA configuration interface so that all settings related to SLAs live in the same space for easier management and monitoring. Using the new interface, you can configure SLA names permissions, debug log details and cleanup method, and the SLA time format. Learn how to configure SLAs

Reuse data with auto-populated request fields DATA CENTER

From now on, you’ll be able to generate URLs that will automatically populate selected request fields. To save customers from filling it all out from scratch, you can use the outside contextual data and bring the details over to Jira Service Management. Learn how to set up URLS with auto-populated request fields

More data points to get a snapshot of your service team’s work

Jira Service Management is a treasure trove of useful data, just waiting to be explored. The data pipeline now exports:

• Approvals
  Approvals are an important part of many service management workflows. The approvals file includes the data you need to report on the timing and result of the approval workflow.

• Canned responses
  Dive deep into creation and usage of canned responses. The canned responses file includes the data you need to report on canned response creation, updates, and usage.

• Knowledge base articles
  Monitor engagement with knowledge base articles in Confluence. The knowledge base file includes the data you need to report on article shares, views, and helpful / unhelpful clicks.

Login performance improvements for basic authentication

The performance of basic authentication is now greatly improved. We achieved this by delaying the storage of user login counters and timestamps and increasing the time of storing user sessions in the cache to 15 minutes. This brings the additional benefit of reducing the resource strain on external user directories.

If you’d like to recycle login sessions faster, you can configure the com.atlassian.jira.user.crowd.service.authenticate.cache.minutes system property according to your needs. Learn how to set properties and options on startup

Exclude projects from the data pipeline

The data pipeline allows you to export Jira data for analysis in your favorite business intelligence tool.

You can now exclude projects from the export by adding them to an opt-out list. This is useful if you don’t need to report on particular projects, or if they contain sensitive content that you’d prefer not to export.

For more information on how to add and remove projects from the opt-out list, see the REST API documentation.

Make your integrations more secure with OAuth 2.0

To complete our OAuth 2.0 functionality, we’ve now added a way to configure Jira as an OAuth 2.0 provider, allowing you to exchange data with external applications in both directions – either by giving external applications access to Jira data or letting Jira request data from these applications. OAuth 2.0 also paves the way for popular 3rd party apps to create their own connectors to be used specifically with Jira.

To make it simple and to keep your integrations in one place, we’ve merged the whole OAuth 2.0 functionality into application links. This includes your OAuth 2.0 client integrations that you could previously find in Administration > OAuth 2.0. Learn more about using application links

More accessibility improvements

We’re continuing to introduce accessibility improvements in Jira. You can now view the full and updated list of fixed issues, including the improvements we released in Jira 8.18 and 8.19.

Resolved issues