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Atlassian Intelligence features in Jira Service Management

Atlassian Intelligence is available and automatically activated for all products on Premium and Enterprise plans. Organization admins can manage Atlassian Intelligence preferences from Settings > Atlassian Intelligence in Atlassian Administration.

Atlassian Intelligence features in Jira Service Management can help you automate support interactions, streamline processes, and quickly summarize critical details, comments, and actions.

Automate customer support with a virtual agent

The virtual agent can use generative artificial intelligence to search across your linked knowledge base spaces, summarize that information to answer customer questions, and remember context for follow-up questions. It can also walk customers through controlled, turn-by-turn conversation flows that can gather information, route them to the right request types, and take actions. Read more about the virtual agent.

Slack thread where a user's query is resolved using AI Answers.

Suggest request types

Describe the kind of work your team typically does, and let Atlassian Intelligence suggest the right request types for your project. Find out how to use Atlassian Intelligence to create request types.

Using Atlassian Intelligence to suggest request types in Jira Service Management.

Triage issues

Save time when triaging issues in your queue by letting Atlassian Intelligence suggest new request types for multiple issues. Find out how to use Atlassian Intelligence to triage issues.

Bulk triage of issues using Atlassian Intelligence.

Suggest fields

See what fields you should add or create when building your request forms. These suggestions include a selection of existing fields you can add right away, plus suggestions for custom fields you can choose to create. Find out how to use Atlassian Intelligence to suggest fields.

Using Atlassian Intelligence to suggest fields in Jira Service Management.

Group related alerts and get insightful suggestions to help your team manage alerts and resolve issues more effectively. Alert grouping lessens 'alert fatigue' for your on-call agents. Rather than dealing with each alert separately, they can view a collective summary of similar alerts through an alert group. Find out how to use Atlassian Intelligence to group alerts.

Using Atlassian Intelligence with alert grouping in Jira Service Management

This feature is designed to make it easier to find and use alert groups. As most on-call teams view individual alert pages through notifications on mobile devices, Slack, or other apps, this feature embeds alert group information and insights directly into the alert details page. This ensures all relevant alert information is readily available, streamlining the alert management process. Read more about related alert groups.

Image showing a related group

Create post-incident reviews (beta)

Use Atlassian Intelligence to create post-incident reviews (PIRs). Atlassian Intelligence automatically generates the incident summary for you, so your on-call teams can save time. Find out how to use Atlassian Intelligence to create PIRs.

Post-incident review created using Atlassian Intelligence in Jira Service Management.

Create incidents from alerts (beta)

Use Atlassian Intelligence to generate a title, a description, and a priority for the incident you’re creating from alerts, to save time. Find out how to use Atlassian Intelligence to create incidents from alerts.

Create an incident from alerts

When incidents occur, on-call teams and incident managers must quickly diagnose and resolve issues to minimize downtime. Atlassian Intelligence (AI) streamlines this process, helping teams find the right resources faster and save valuable time. Read more about finding related resources.

Find resources related to an incident

Create incident timeline in Slack (beta)

The incident timeline in Slack, a vital AIOps feature, automatically logs key incident moments, aids in detailed post-resolution reviews, and provides a consistent record to keep the team aligned. Read more about creating incident timelines in Slack.

Summarize an incident in Slack (beta)

The incident summary feature leverages machine learning and generative AI to keep responders updated in Slack. It offers a concise overview of recent developments, allowing responders to quickly catch up without combing through lengthy chat histories. Read more about summarizing incident Slack.

Summarize issues

Quickly understand context without needing to read through long descriptions and numerous comment threads by using Atlassian Intelligence to summarize issues. Find out how to use Atlassian Intelligence to summarize an issue’s details.

Summarize an issue's details for a given issue in Jira Service Management

Create automation rules

Use Atlassian Intelligence to generate rules by simply describing the rule you want to create. Find out how to use Atlassian Intelligence with Jira automation.

Example of how to use automation rules using Atlassian Intelligence in Jira Service Management.

Generate and transform content

Draft new content – like issue descriptions and comments – with a simple prompt. Change tone, improve writing, and make technical information easier for other teams to understand.

Generate or transform content using Atlassian Intelligence for a request in Jira Service Management.

Show customer sentiment (beta)

Show customer sentiment on issues to quickly understand how customers are feeling. This information helps agents to prioritize issues and deliver a better experience. Find out how to use customer sentiment analysis.

Issue view where the sentiment is positive.

Search for issues

Find issues by searching with everyday language instead of complex JQL queries.

Search results for a query about VPN related issues.

Generate content for knowledge base articles

Draft new content for your knowledge base articles with a text prompt. Change tone, improve writing, and make technical information easier for other teams to understand.

Draft content of a knowledge base article on how to connect VPN

 

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