FAQs

JSM offers ITSM-specific features such as SLA tracking, automation, customer portals, and integration with incident management workflows.

JSM provides additional ITSM functionalities, such as incident investigation, built-in change management automation, and better integration with other tools like GitLab.

JSM includes service request workflows, SLA tracking, automation, and customer portals, which are not available in standard Jira projects.

JSM will not be discontinued in the next few years, as SHIP-HATS and other SG Tech Stack products actively use JSM for ticket management.

Migration of existing tickets from Jira Software to JSM is not recommended as Jira and JSM are two very different project types, and there would be a lot of configuration and re-setup needed. We would recommend starting fresh in JSM where possible.

No, you do not need an agent licence to access the portal and raise tickets. An agent licence is only required for those managing and working on tickets.
For more details, refer to JSM Roles and Permissions.

To check if you have a valid JSM licence and see which subscription has provisioned it, go to your Profile in Console. For detailed instructions, refer to View your profile.

These users require only a Jira licence and are classified as Collaborators, not agents.

Yes, a separate JSM agent licence is required if the user needs agent-level access in JSM. However, if they only need to view and comment as a collaborator, their existing Jira Software licence is sufficient. Please note that licences are to be provisioned via TechBiz.

Yes, the user needs both a JSM Agent licence and an Atlassian (Jira & Confluence) licence.

Unlike Jira and Confluence, JSM licensing is not included under GovTech Productivity Tools. It is currently not part of the roadmap or evaluation due to higher-priority tools.

Refer to the JSM project roles in the SHIP-HATS documentation and Atlassian documentation to understand the responsibilities of agents and their licence requirements. This will help you estimate the number of agents needed for your JSM project.

Administrator is a permission level, all administrators in the JSM project must have an agent licence. Agent costs are based on cost recovery principles where we aim to only recover the licences and any overheads without profit margins. You need minimally one (1) licence for the project owner.

Public Officers can view pricing details on GSIB via the GSIB device (intranet).

Refer to SHIP-HATS Docs to understand the licence requirements. Cost is involved if the role requires JSM/Jira licence and for more details on the cost, go to Pricing page using your GSIB, COMET or GoMax devices.

Customers can access JSM via the portal on the public internet. However, agents, administrators, and collaborators can only access it from SEED, GSIB, Comet, or GoMax.

Both service desk portal and project access are determined by the project owner’s configuration settings, allowing portals to be either public or restricted.

Yes, JSM portals can be accessed by external customers without SHIP-HATS accounts.

Yes, TechPass is required for agents, administrators, and collaborators, but portal users (customers) do not need TechPass to raise tickets. However, users with TechPass can also submit tickets, and single sign-on (SSO) with TechPass provides seamless access to the portal. For more details, refer to Contact us page.

TechPass is for handling users with a licence key assigned. For those who do not have licences and want to raise a ticket, they can create a customer portal account via Atlassian Account. This is useful for instances where the user needs to raise tickets and may be locked out of their devices or unable to access TechPass.

Currently, all projects exist within a shared instance (sgtechstack.atlassian.net). A dedicated model is in development, expected in early FY25.

JSM supports up to CONFIDENTIAL (CLOUD-ELIGIBLE) (CCE).

If the SaaS service can send events or alerts, JSM can receive and process them for incident management.

Yes, JSM restricts incident visibility to authorised users only. JSM is not part of Open Data Access and note that Open Data Access is applicable only for GovTechies for GovTech-owned subscriptions.

All voice calls and SMS alerts sent to Singapore mobile numbers for Atlassian and JSM come from a dedicated local Singapore number.

There is some basic information available on

• SHIP-HATS docs
• Atlassian docs
• Atlassian University

Atlassian supports JSM integration with Teams and Slack. Though we have tested JSM integration with Slack, it has not been extensively tested for Teams. There may be policy and compliance considerations which we need to explore.

JSM provides webhooks that can send event data to third-party applications, but WorkPal-specific integration details are unknown. Please explore the available webhooks and APIs on JSM.

Yes, JSM can use email as a channel to create incident tickets, and you can make use of automation rules to perform ticket triaging.

Thank you for the suggestion. We will evaluate this possibility to help teams focus on incident resolution and post-mortems rather than manually addressing GIROC’s concerns.

No native integration exists, but some organisations use custom replication methods to sync issues between the two platforms.

FormSG supports integration methods that allow form responses to be pushed as tickets into Jira. Please try one of those methods and if you need any support, contact us.

JSM supports incident creation via email but does not natively filter incidents based on keywords in email content.

Yes, you can set up alerts using Jira Service Management triggers to notify teams when an SLA is breached. For more details, refer to Jira automation triggers.

JSM has various integration capabilities with GitLab, for more details you can refer to GitLab integration.

Yes, JSM can automate triaging through the customer portal, workflow automation, and routing rules. When set up correctly, JSM can automatically assign tickets to the appropriate team based on predefined criteria, reducing manual effort and improving response times. For a deeper discussion, join us at Atlassian Office Hours.

The production instance of JSM is hosted in Singapore.

Approval responses via email are added as comments. Jira automation can detect approvals and update the issue status accordingly.

Plugin installation in the shared model is controlled by the SHIP-HATS Team. You can request for certain plugins, which will go through our Plugin review process.

Currently, the shared model operates within a single tenant, with multiple projects. In the future, when the dedicated model becomes available, collaboration across multiple JSM instances should be possible using application links (Application Links).

Yes, additional sessions may be scheduled if there is strong turnout and positive feedback.

Yes, JSM allows workflow customisation. You can customise workflows for incidents, change management, and ticket routing based on different products or categories. For more details, refer to the Atlassian guide on customizing service request workflows.

No, the Confluence page is not automatically created when a PIR is linked to Confluence. When you create a PIR, it is created as a Jira ticket, which can then be manually linked to a Confluence page. Once linked, the PIR ticket will display the Confluence page under “mentioned on.”
You can make use of Jira Automation rules to create Confluence page with PIR. For more details, refer to Automation templates for JSM.

Yes, JSM supports API integrations. For details, refer to Set up an API integration.

You can refer to Atlassian’s integration guidelines for connecting JSM with monitoring and alert systems.

This is an ongoing exploration to simplify the user deployment process by creating standardised templates.

For a detailed list of possible AI features, refer to: JSM AI Capabilities

Yes, the default workflow that is created with a PIR issue type includes approval statuses.

PIRs help teams analyse and learn from incidents. JSM does not automatically generate the PIR.
For more details, refer to Atlassian’s Post incident review document.

Yes, multiple SLAs can be configured and applied to a single issue type.

Yes, you can customise the incident workflow to include additional categories and automatically route them to different agents.

You can do this using the Workflow editor if you have Edit Workflows permission.

Yes, you can configure ticket routing based on different products in change management using Routing rules.

You can do this using the Workflow editor if you have Edit Workflows permission.

Using JSM as an approval workflow allows automated processes and audit trails in a single view.

Additionally, JSM provides several reporting and analytical tools for data analysis, as well as the possibility of integrations with other tools for specific use cases.

Yes, Jira supports multi-tiered SLAs. You can configure response times, resolution times, and SLAs based on ticket severity, priority, or customer group by using custom Priority Groups and SLA rules.
For more details, refer to Creating SLAs in JSM.

JSM allows the creation of dashboards and reports but is limited to the features provided by JSM. You can leverage:

• Jira Service Management Dashboard
• Custom Reports

Yes, it is possible to create your own help center.

You may need to raise a service request for this.

Users were informed that the trial would expire in February 2025, and unfortunately, this could not be extended.

Atlassian integrated Opsgenie into JSM to consolidate ITSM features within a single platform.

If any functionality has been lost, please submit feedback through the SHIP-HATS team to bring them back into JSM.

Yes, agents provide L1/L2/L3 support in JSM.