Impact of Jira Service Management Pricing and Packaging changes October 2024

[Fran Barlow]

When the Jira Service Management Pricing and Packaging changes come into effect (October 24), what will happen to any existing incident / problem / change tickets if we remain on standard pricing ?

[Andy Heinzer · Accepted solution]

Hi @Fran Barlow 

Issues are classified as PIRs via the work category functionality in JSM projects.

When PIRs are removed from Free and Standard plans, the PIR category will be disabled on any request types that it is applied to. These request types will move into the unassigned category.

Issues that have these request types applied will still be accessible via the "All queues" option within the left navigation in the project and no issue data will be lost. But the functionality of those PIRs would be lost within Free/Standard plans of JSM.

Andy

[Kelly Willis]

Good news perhaps!?

Check this out:

Important Updates to Jira Service Management Pricing and Packaging

https://www.atlassian.com/blog/announcements/jsm-cloud-pricing-packaging-update-blog/amp

" ...

Grace period information

To support our customers through this transition, those who used any of the moving features between ​March 9, 2024, and ​September 9, 2024, will receive a 12-month grace period upon completion of their next billing cycle after October 16, 2024. Once the grace period ends, customers will need to upgrade to Premium to keep using those capabilities.

..."

You will need to check your email to see if you have been notified about qualifying for the grace period. I could not find this email, so I asked Support to confirm and they did. So open a Jira Support ticket if you did not get the email. 

🐱‍🏍

[Cristian0791]

Hi Fran,

Advanced incident, problem, and change management features will only be available on Jira Service Management Cloud Premium and Enterprise plans.

Incident work category, incident queues, incident alerts, and on‑call scheduling will remain on the Jira Service Management Cloud Standard plan.

You can find more details here: https://www.atlassian.com/blog/announcements/jsm-cloud-pricing-packaging-update-blog?utm_source=alert-email&utm_medium=email&utm_campaign=fy25-oct-price-change_EML-19147&jobid=106710211&subid=1516319749

[Fran Barlow]

Thank you @Cristian0791 - it's the work categories Problem and Change that we are looking at. We have some issue types set up under those categories and wondered what would happen to any existing tickets if we stayed on the standard plan (sorry if it's a silly question, but we are very new to jira and still trying to get our heads around all the different parts).

[Cristian0791]

Hi Fran,

Issues in the Changes/problem queue will be moved to Queues.

According this document: https://support.atlassian.com/jira-service-management-cloud/docs/remove-an-itsm-category-from-your-service-project/

You can simulate the deactivation by creating a Dummy Project, activate from Feature: Change Management and Problem, Create some tickets and then deactivate the features under Project settings, then Features.

Hoep this helps.

[Dave Mathijs]

Hi @Fran Barlow welcome to the Atlassian Community!

JSM pricing will change for your plan, but it won't have any impact on existing issues.

Is your question about the impact of a change of plan (f.e. from Premium to Standard or from Standard to Free)?

[Fran Barlow]

Thank you @Dave Mathijs - we have some service desk ticket types set up using the problem and change work category and I was trying to understand what would happen to those if we were to stay on the standard plan