Number of sites

This is the number of sites (also called “instances”) you can license based on the subscription plan you choose. One site is typically enough for most small to medium organizations.

Enterprise subscribers often opt for multiple sites to:

• Offer organizational autonomy to independent brands
• Improve security through separating data by region or department
• Customize instances based on Marketplace apps, project configurations, and more

Learn more

Support

Support offerings are bundled with Jira Service Management’s Standard, Premium, and Enterprise plans. The Free plan has access to self-help resources in the Atlassian Community.

Global and multi-project automation

Set and forget automation rules across multiple projects or your entire organization. Global automation is the smartest way to scale. Save countless hours and keep your team focused with Jira’s no-code automation engine.

Customers on free and standard plans have access to 100 and 500 global and multi-project rules per month, respectively.

Premium users have 1000 global and multi-project rules per paid user per month. Ex: 200 users in Jira Cloud Premium will have 200,000 monthly global/multi-project rules per month. This is pooled across all Jira tools and all users.

Enterprise users can set unlimited automation rules across as many Jira projects as you like. Learn more.

SSO, SCIM, Active Directory Sync

An Atlassian Access subscription enables centralized security and governance across all your Atlassian cloud products. Gain peace of mind with enterprise-grade security controls, including:

• SAML single sign-on (SSO)
• User provisioning (SCIM)
• Active Directory sync
• Organization audit log
• Organization insights
• Enforced 2FA

Password policies

Password policies help ensure that users accessing Atlassian cloud products are using best practices when creating their passwords - helping to reduce the risk of security breaches.

Domain verification & account capture

Domain verification enables an organization admin to centrally manage all of the Atlassian accounts that utilize the company's domain.

Session duration management (desktop)

Session duration management allows an organization admin to set a session timeout value different from the default policy of 30 days. This means admins can control how long a team member can stay signed in without interacting with Atlassian.com.

Encryption in transit & at rest

All customer data stored within Atlassian cloud products and services is encrypted in transit over public networks using Transport Layer Security (TLS) 1.2+ with Perfect Forward Secrecy (PFS) to protect it from unauthorized disclosure or modification.

Data drives on servers holding customer data and attachments in Jira Software Cloud, Jira Service Management Cloud, Jira Work Management Cloud, Confluence Cloud, Statuspage, Opsgenie, and Trello use full disk, industry-standard AES-256 encryption at rest.

Business continuity & disaster recovery

Our Disaster Recovery Program consists of a few key practices to ensure the appropriate levels of governance, oversight, and testing. Security Practices FAQ.

Sandbox

Test and control the rollout of updates and new apps in a sandbox copy of your environment before rolling it out companywide. Apply your existing change management practices, ensure compatibility with your ecosystem, and prepare end users if necessary.

Release tracks

Control when and how changes are released to end users with Release Tracks.

With options to control Atlassian cloud releases, your day-to-day management of our cloud products becomes more predictable, helping you plan, prepare and ensure success for upcoming product changes.

Data residency

With data residency management, you can specify where your key product data at rest is hosted within Atlassian’s global cloud footprint. A cloud instance’s data can be pinned to a specific geographic realm (e.g. US or EU), providing greater control to administrators who require more flexibility and visibility into how their organization’s content is stored.

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Customer success managers

Enjoy the highest level of support coverage from a dedicated team of support managers.

Asset & Configuration Management

Use our Jira-native CMDB and asset management tool to reference, track, and tie requests with assets directly from Jira Service Management. Provide end-to-end service with just a few clicks.

Alerts & notifications per month

Route every alert to the right team or person and ensure critical alerts are never missed.

• Link alerts to incidents
• Add and alert multiple responders to one incident

When an incident is raised, people and teams can be added to the incident as responders so that they can work to resolve it. When alerts are enabled and a responder is added to an incident, the responder will be alerted according to their alert notification preferences and the priority of the alert.

The Free plan is limited to 200 SMS per month, account-wide: 100 to the United States and Canada and 100 to other destinations.

Premium and Enterprise include:

• Automated Opsgenie actions
• Advanced alert enrichment
• Advanced alert customization
• Custom alert actions
• Alert and notification policies
• Multiple notification rules per contact type
• Attachments and notes in alerts

Monitoring & ChatOps integrations

Easily build bi-directional integrations with popular chat/collaboration tools such as Slack and MS Teams.

Major incidents per month

Create an incident management process to identify affected services, track related issues, and escalate to the right team so they can swarm on a resolution.

Incident creation

Using templates, incident responders are automatically notified as soon as the incident occurs.

Post-mortems

Understand all contributing root causes, document the incident for future reference and pattern discovery, and enact effective preventative actions to reduce the likelihood or impact of recurrence.

On-call management

Create routing rules, escalation policies, and on-call schedules to manage who is notified of alerts.

Premium and Enterprise include:

• Multiple routing rules per team
• Advanced escalation steps (i.e. notify next user in schedule, etc.)

Advanced integrations

Connect your tools to Jira Service Management with

• Global integrations that allow you to route alerts to different teams 
• Outbound integrations like outgoing webhooks to send alerts to another tool or endpoint
• Bi-directional integrations that can sync back and forth 
• Control alerts from integrations via filters in the advanced view”

Incident command center

Command, control and coordinate incident response, and effectively collaborate through Opsgenie-hosted video bridge and other integrated communication tools.

Incident investigation

See all deployments and commits leading up to an incident, gain insights into code changes.

Alerts/major incidents data visualization & analytics

Track the entire lifecycle of alerts and incidents and evaluate team efficiency. Key metrics such as resource usage, post-incident analysis, on-call analytics, and DevOps metrics help you gain insight into areas of success and opportunities for improvement.

Heartbeat monitoring

Ensure that alerting works end to end through passive monitoring of the systems forwarding alerts to Jira Service Management. Jira Service Management notifies you if it does not hear from your systems within specified time intervals.

Featured articles

Help customers self-serve by featuring relevant articles at the top of each help center category. This is especially useful to highlight articles that are commonly used by customers.

Smart article suggestion

Set up article suggestions that can help your customers as they fill in a request form. Use labels to limit which articles are shown in each form.

Knowledge base reports

Knowledge base article reports show how often an article is shared, viewed, and voted as helpful. There are two default reports that provide information on how your knowledge base articles are performing: Requests deflected and Requests resolved.

Embedded knowledge base

Create, read, update, and delete knowledge articles directly within Jira Service Management.

Dynamic object fields

Dynamic and efficient form submission enables requestors and agents to select assets or services directly from request fields in Jira Service Management, providing your agents with the context they need to resolve an issue or request quickly and effectively.

Dependency mapping

View the dependencies between configuration items or assets and services to assess the risk of changes, resolve incidents, and uncover the root cause of problems.

Deployment gating

Allow or prevent deployments at specific points in the change management process using a CI/CD tool that you’ve connected to Jira Service Management.

Asset discovery

Scan your network to discover and populate your asset and service repository. Detect infrastructure changes, identify shadow IT assets, and improve support.

The Assets Discovery Marketplace app is required but free for Premium and Enterprise plans. The collected data is imported into Assets in Jira Service Management.

Deployment tracking

Set up deployment tracking for your service project to seamlessly create change requests when your team initiates deployments to selected services.

Change calendar

Visualize and schedule changes happening across your organization to provide visibility and avoid conflicts.

Change risk assessment engine

Score the risk of a change using a Jira automation powered risk assessment engine.

Email notifications

Customers, agents, and administrators get email notifications about activity on requests. The type of notifications that someone receives will vary based on their role and how they’ve interacted with the request.

Jira Service Management can send a maximum of 100 emails per day on the Free plan, then email notifications will be paused until the following day.

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Atlassian Data Lake

Access fully modeled data across your Atlassian tools in one place.
Learn more