31. 03. 2026
Atlassian, Service Management
04. 09. 2024
Gabriele Cecco
Atlassian, Service Management
“Products and entitlements”: the new Jira Service Management feature
Hi there, you’ve added the ability to include your customers’ details and their companies in Jira Service Management, but you still need the option for them to choose one or more products for which you provide services?
Don’t worry! With this new feature, you can add a field so your customers can select the service they need assistance with.
You can also make the list of services depend on the company (organization) of the customer who is creating the ticket.
All this using only Jira Service Management Standard!
How to enable “Products and entitlements”
First, enable the Products and entitlements functionality in your Jira project (you must be a project administrator to do so) by going to Project Settings -> Features.
Then create the fields necessary for managing “entitlements.”
You can start by creating fields like the ones shown in this example:
Remember to make them visible through the “Manage issue view” feature, and keep in mind that these fields will be the same for all your services.
Next, create your Products/Services by clicking on Add product as shown below:
You then need to add the product to the organization that should have access to it:
Finally, fill in the fields with the values for each of your customers:
Add the Entitlement field to a request type
What the final result looks like
Your customer will be able to choose the service when opening a ticket:
And your support team can check the status and details of the chosen service:
By doing this, you can provide services and share information with your customers, knowing the status of their active contracts in real time!
Gabriele Cecco
Technical Consultant at Würth IT Italy
I’m Gabriele Cecco, a consultant at Wuerth Phoenix with extensive experience in ITSM processes. Over the years, I’ve worked with various ITSM software tools, and since 2020, I’ve specialized in the Atlassian suite, earning certifications and helping many companies configure their Atlassian products.
In my free time, I enjoy listening to science and entertainment podcasts, watching movies and TV series, and traveling. I’m passionate about exploring the world, and when I’m not traveling abroad, I love spending weekends in South Tyrol with my wife and our minivan, Windy.
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