JSM Showcase Resources – Sept 2026
We had another great JSM Showcase event on 2nd September 2026 and appreciate all the people who made the effort to join us.
If you missed out and wish to register for the next event, you can do so here.
We presented content of the following topics:
Session 1: Workforce Management is now GA: skills-based and AI-assisted smart routing in JSM.
Presented by Cael Metcalfe (Systemology Senior Consultant) and Mark Edwards (Atlassian Principal Partner Solution Architect)Workforce Management is now generally available in JSM, bringing schedule management, real-time availability tracking, and skills-based routing natively into the platform, with no third-party tool required. Cael will walk through how to build a skills catalogue, configure routing rules that match agent capability rather than just availability, and read the new capacity and coverage dashboards to see where your team is under or over-stretched. He'll cover the practical setup decisions: how to define skills without over-engineering the catalogue, which routing algorithm suits different service types, and where AI-assisted smart routing fits as Atlassian continues to build it out.
You'll learn: How to configure skills-based routing in JSM, what the new workforce dashboards actually show you, and how to move off manual or availability-only routing.
Session 2: Modernising your self-service portal and knowledge experience in JSM.
Presented by Josh Mustac (Systemology Account Director)
Atlassian's latest release brought three changes to how JSM handles self-service and knowledge, and most teams have not yet configured any of them. Agents can now see and share internal, non-customer-facing knowledge articles from the same panel as public ones. Rovo can translate portal content into other languages, opening the door to multilingual service delivery without maintaining separate article sets. The help center header and knowledge base scrolling have also been refreshed. Josh will demonstrate each of these live, show how to set up internal articles without exposing them to end users, and cover what multilingual support means for organisations serving culturally and linguistically diverse communities.
You'll learn: How to separate internal and customer-facing knowledge in the same panel, how to configure Rovo translation for your portal, and what the new help center experience means for end users.
Session 3: Rovo Agents in JSM, one year on: what's changed since GA and what to rebuild.
Presented by Jackson Barnier (Systemology Senior Consultant)
At our November 2025 event we showed early examples of Rovo Agents inside JSM automation. Since then, Atlassian has added agent versioning with draft, test, and publish stages, agentic teamwork integration that lets agents pick up and hand off work items alongside your human team, and synced comments between Slack threads and JSM tickets. Jackson will revisit the original use cases with these updates applied, show what's changed in practice, and cover where existing agent configurations need to be rebuilt rather than left as is.
You'll learn: What's new in Rovo Agents since general availability, how agent versioning changes the way you test and roll out changes, and where your existing configurations may already be out of date.
You can view these presentations below (coming) and access your own copy of the decks.
You can download your own copy of these presentation decks using the button below.
