Jira Service Management 5.10.x release notes

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Read the Jira Service Management 5.10.x 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 9.10.x release notes
• Jira Software 9.10.x upgrade notes

Identify request types by groups DATA CENTER

Say goodbye to requests ending up in the wrong queues. Groups names associated with request types will now be visible in the search results and the recent requests sections of the portal and the global help center. This additional context will allow help seekers to distinguish between request types with similar names and help them select the appropriate request type, reducing service inefficiencies, and providing quality support. 

Request type group names (1 in the screenshots) will be now be visible in the following locations:

• The search results of the help center.
  
• The search results of the portal associated with a particular project.
  
  
• The recent requests section of the help center.
  

What do you need to know?

The group names are listed based on their order in project settings. To change the order, modify the group order from Project settings > Request types. Learn how to set up request types

Translation support is available for request type groups, and the translated text will be displayed on both the portal and the help center. However, if your help center uses the same group name in multiple projects, you’ll need to add translations in each project to make sure that the group name is translated.

Customer Request Type field available in dashboard gadgets DATA CENTER

A much awaited improvement to the reporting functionality – easily visualize workloads based on request types. Project admins and agents can now add the Customer Request Type field to dashboard gadgets. As this custom field is exclusive to Jira Service Management projects, it isn’t available in gadgets of other Jira project types. Learn how to configure dashboards

1. Customer request type field within the Pie Chart gadget.

Clone queues to save time spent on configuration DATA CENTER

Setting up a new queue from scratch and configuring its columns and filters can be a time-consuming task, especially when you need the new queue to closely match an existing one. Project admins can now conveniently clone queues within the same project and customize these queues to meet specific needs. Issue filters (including JQL for advanced filters) and column settings are copied to the cloned queue.

To clone a queue in your service project, navigate to Queues, select the queue you wish to clone, and then select More actions (…) > Clone queue. Learn how to set up queues for your team

1. Clone queue option within the More actions menu.

Improvements to Assets import logs

Get more out of your Assets import logs. We will now include import tags in the logs, which will help our Support team filter the right information to resolve errors associated with your Assets imports.

Here’s the format of the import tag:

{Id=<id of the import job>, Name=<name of the import job>, jira.username=<user who actioned

New documentation on sharing requests with groups DATA CENTER

We’ve added extra documentation on the sharing requests with groups feature, introduced in version 5.9, to assist you in getting started. Learn how to use Jira groups to share requests

Add linked issues to the existing ones with one click DATA CENTER

We’re introducing a new Create linked issue screen, an out-of-the-box solution for creating and editing linked issues between Jira Software projects or between Jira Software and Jira Service Management projects. This eliminates the need for complex workarounds with screen and field configurations.

For example, before the update, when you wanted to add a field to a linked issue, you’d need to add this field to the Create issue screen of the original issue in a current project. Then, in the field configuration, you’d need to set the field as required. Only after these steps, the desired field would appear on the Create linked issue screen.

To create a linked issue now, you just need to go to the More menu in an existing issue and select the Create linked issue option. 

The linked issue screen will open with all the default and custom fields prepopulated with the latest values you’ve used when working on other issues. For example, if the last issue type you selected was a story, it’ll be preset in the Issue Type field of the new linked issue.

The fields in the linked issue automatically reflect the fields of a selected destination project. You can edit them on the Create linked issue screen as needed.

More updates in Jira Service Management for Mobile

Thanks to optional pre-login backend validation, you can log in to previously unavailable instances of Jira Service Management for Mobile without any connection or compatibility errors. As a Jira administrator, you don’t need to configure any additional setup.

If you’re using Jira Service Management for Mobile on an iOS device, you can now attach files not only to the Description field in issues but also to issue comments.

Search for projects and issue types in custom field contexts

On large instances with custom fields reused across numerous projects, finding the needed field contexts can take some time. Especially if you want to add or remove an issue type or project from the context, but don’t know exactly where they appear. To make this process more efficient, we’ve introduced the Projects and Issue types menus.

When you select a particular item in a menu, you’ll see the list of contexts it appears in. Keep in mind that the same project can’t appear in more than one context. Learn more about configuring contexts for custom fields

A custom field context that matches two projects selected in the Projects menu

Two custom field contexts that match issue types selected in the Issue types menu

Resolved issues