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The JSM features Atlassian hasn’t shipped yet.

Portal participants, approval reminders, SLA pauses, incident banners — the top-voted Jira Service Management requests from Atlassian’s public tracker, built on Forge and switched on per project.

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Popular requests still waiting
Jira Service Management Gathering interest
JSDCLOUD-4328Open for 10 years
Add fields (view only) in Customer Portal
1726votes
Not prioritised right now
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The patches

Pick a request. Switch it on.

Every patch is a long-standing Jira Service Management request on jira.atlassian.com, with its ticket key and vote count.

Jira Service Management SLA timers don’t pause while waiting for the customer JSDCLOUD-11665 · 2,345 votes on jira.atlassian.com · Time spent in "Waiting for customer" still counts against your SLA, so… ✓Patched Jira Service Management Request types can’t be grouped or reordered in the portal JSDCLOUD-11702 · 242 votes on jira.atlassian.com · The portal lists request types in a rigid order, so customers scroll… ✓Patched Jira Service Management Ongoing major incidents aren’t surfaced on the portal JSDCLOUD-11739 · 339 votes on jira.atlassian.com · During an outage customers keep raising duplicate tickets because the portal never… ✓Patched Jira Service Management SLA targets can’t differ by priority within one queue JSDCLOUD-11776 · 436 votes on jira.atlassian.com · Setting different response times per priority means juggling multiple SLAs and queues… ✓Patched Jira Service Management Approval emails don’t include the request details JSDCLOUD-11813 · 533 votes on jira.atlassian.com · Approvers get an email asking them to approve, but have to open… ✓Patched Jira Service Management No follow-up on unanswered satisfaction (CSAT) surveys JSDCLOUD-11850 · 630 votes on jira.atlassian.com · The satisfaction survey is sent once when a request is resolved; if… ✓Patched
See all Jira Service Management patches

What it adds

Built for Jira Service Management.

01

Fix the customer portal

Let customers add participants, show read-only fields, group request types and surface live incidents — the portal gaps your team works around.

02

Tame SLAs & approvals

Pause SLA timers while you wait on the customer, and send approval reminders with escalation so requests stop stalling.

03

Cut the busywork

Deflect tickets with knowledge-base suggestions on the portal, and clear queues with safe bulk replies and transitions.

FAQ

Questions, answered.

The most-requested JSM features — portal participants, read-only portal fields, approval reminders with escalation, SLA pauses while you wait on the customer, major-incident banners, knowledge-base deflection and bulk agent actions. Each maps to a public jira.atlassian.com request.
No. Every feature is built with the extension points Atlassian gives all Marketplace apps — portal panels, admin pages, automation triggers. Your request types, SLAs, queues and automation keep working exactly as before, and switching a feature off removes it cleanly.
From the Patcher admin page, per project. Flip a switch to enable a feature for the projects you choose, and roll it back any time.
Entirely on Atlassian Forge, inside your own cloud. There’s no third-party server, your data stays in your region, and every feature respects your existing permissions.
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One admin experience

Three apps. One Patcher.

Patcher for Jira Service Management, Patcher for Jira and Patcher for Confluence share the same admin page, the same switches and the same patch list format.

Jira Service Management Jira Confluence

Switch on your first patch today.

Install Patcher for Jira Service Management from the Atlassian Marketplace, pick a request your team has been waiting for, and switch it on.

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