Updating your incident, problem, and change management capabilities

Effective October 16, 2024, the following features will be removed from the Free and Standard plans, and will be limited to Premium and Enterprise plans only:

• Incident management

  • Conference calls and chat tools for real-time updates and collaboration on incidents

  • Major incidents

  • Post-incident reviews (work category & queues)

• Change management

  • Change work category

  • Change queues

  • Change calendar

  • Automated risk assessments

  • Integrations with CI/CD tools for affected service and deployment tracking

• Problem management

  • Problem work category

  • Problem queues

Core incident management capabilities will remain as available in the Free and Standard plans:

• Incident work category

• Incident queues

• Incident notification policies based on user preferences, with alerts by email, voice call, SMS, or push notification

• Customizable on-call schedules, routing rules, and escalation policies to handle alerts based on source and urgency

How to identify usage of these features on your site

The best way to identify if the features are being used on a site is as follows:

To identify Projects using Change and Problem management features:

• Make sure you have Browse Project permission on all projects.

• Go to "View all issues" in the Jira search drop down.

• Using the JQL search, input the following: "ticket category" IN (Changes, Problems) ORDER BY created DESC

• If this search displays issues in the results, your teams may be impacted by these changes. To retain full usage of these features, we recommend upgrading to Jira Service Management Premium or Enterprise.

To identify teams using Major incidents and Post-incident Reviews:

• Make sure you have Browse Project permission on all projects.

• Go to "View all issues" in the Jira search drop down.

• Using the JQL search, input the following: "Ticket category" IN ("Post-incident reviews") OR "Major incident" = MAJOR_INCIDENT

• If this search displays issues in the results, your teams may be impacted by these changes. To retain full usage of these features, we recommend upgrading to Jira Service Management Premium or Enterprise.

Will there be any data loss with this change?

No data will be lost with the removal of major incident, post-incident review, problem, and change management capabilities from Jira Service Management Free & Standard.

Request types associated with Changes, Problems and Post-incident reviews work categories will become unassigned, and all issues of these request types will move into the “All Queues” section in the project navigation. However, you can still access any existing requests you have created within these categories.

What will happen to the request types, issue types and workflows for Changes, Problems and Post-incident reviews?

If you have been using Changes, Problems and Post-incident reviews:

• The associated request types will move into the Unassigned category in Project settings > Request types.

• The Changes, Problems and Post-incident reviews sections of your project will no longer be visible, but the requests that they used to contain will move into the Queues section

If you have previously used the IT Service Management project template to create a project, you can continue to access Change, Problem and PIR request types for those projects.