Jira Service Management Showcase

Sep 1, 10:30 PM – Sep 2, 2:00 AM (UTC)

Lv 29 , Around The World room, 363 George Street, Sydney, 2000

Sydney

23 people have registered for this event

Join us for the next Systemology Jira Service Management Showcase at the Atlassian offices in Sydney on Wednesday 2 September 2026.
This in-person event will feature three practical sessions exploring the latest Jira Service Management capabilities, with live demonstrations, expert guidance and the opportunity to ask questions directly of Atlassian and Systemology specialists.
We’ll cover new Workforce Management capabilities including skills-based and AI-assisted smart routing, the latest developments in self-service and knowledge experiences, and what has changed with Rovo Agents since general availability.
Following more than 130 registrations for our previous Showcase earlier this year, the September event is another opportunity to connect with other service-management professionals, exchange ideas and see practical examples you can apply in your own environment.
Light breakfast and refreshments will be provided.
Full venue details will be provided with registration confirmation.

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Speakers

Name: Jira Service Management Showcase
Start: 2026-09-02T08:30:00+10:00
End: 2026-09-02T12:00:00+10:00
Location: Lv 29 , Around The World room

Cael Metacalfe

Systemology

Senior Consultant

Josh Mustac

Systemology

Senior Consultant

Mark Edwards

Atlassian

Partner Technical Architect ITSM

Jackson Barnier

Systemology

Senior Consultant

John Mustac

Systemology

Executive Director

When

September 1 – 2, 2026
10:30 PM – 2:00 AM (UTC)

Where

Lv 29 , Around The World room
363 George Street
Sydney, NSW 2000

Agenda

10:30 PM	Workforce Management is Now Generally Available: Skills-Based and AI-Assisted Smart Routing in Jira Service Management	Workforce Management is now generally available in Jira Service Management, bringing schedule management, real-time availability tracking and skills-based routing natively into the solution without requiring a third-party tool. Cael and Mark will demonstrate how to build a practical skills catalogue, configure routing rules that match work with agent capabilities rather than simply availability, and use the new capacity and coverage dashboards to understand where teams may be under or over-stretched. They’ll also look at the practical decisions involved in defining skills, selecting the right routing approach for different service types and where AI-assisted smart routing fits. You’ll learn: How to configure skills-based routing, understand the new Workforce Management dashboards and move beyond manual or availability-only routing.
12:00 AM	Modernising Your Self-Service Portal and Knowledge Experience in Jira Service Management	Atlassian has introduced several changes to self-service and knowledge management within Jira Service Management. Agents can now access and share internal, non-customer-facing knowledge articles alongside public content. Rovo can translate portal content to support multilingual service delivery, while the help centre and knowledge experience have also been refreshed. Josh will demonstrate these capabilities live, including how to configure internal knowledge without exposing it to end users and how Rovo-powered translation can support organisations serving diverse user communities. You’ll learn: How to separate internal and customer-facing knowledge, configure Rovo-powered portal translation and improve the self-service experience for end users.
1:00 AM	Rovo Agents in Jira Service Management, One Year On	At our November 2025 Showcase we demonstrated early examples of Rovo Agents being used within Jira Service Management automation. A lot has changed since then. Atlassian has introduced agent versioning with draft, test and publish stages, agentic teamwork capabilities that allow agents to pick up and hand off work alongside human team members, and synchronised comments between Slack conversations and Jira Service Management tickets. Jackson will revisit the original use cases, demonstrate how they work with the latest capabilities and explain where existing Rovo Agent configurations may need to be updated or rebuilt. You’ll learn: What has changed with Rovo Agents since general availability, how agent versioning affects testing and deployment, and where existing configurations may already be out of date.
1:30 AM	Refreshments with Q&A.	Stay afterwards for lunch & refreshments and the opportunity to speak directly with Atlassian and Systemology specialists about Jira Service Management, Rovo and your own service-management environment.

Jira Service Management Showcase

Sep 1, 10:30 PM – Sep 2, 2:00 AM (UTC)

Lv 29 , Around The World room, 363 George Street, Sydney, 2000

Sydney

VENUE

TAGS

SHARE ON SOCIAL

Speakers

Cael Metacalfe

Josh Mustac

Mark Edwards

Jackson Barnier

John Mustac

When

Where

Agenda

Moderator

John Mustac

Atlassian

Systemology

Where Atlassian users meet and share best practices

Jira Service Management Showcase

Sep 1, 10:30 PM – Sep 2, 2:00 AM (UTC)

Lv 29 , Around The World room, 363 George Street, Sydney, 2000

Sydney

VENUE

TAGS

SHARE ON SOCIAL

Speakers

Cael Metacalfe

Josh Mustac

Mark Edwards

Jackson Barnier

John Mustac

When

Where

Agenda

Moderator

John Mustac

Global sponsor

Atlassian

Sponsor

Systemology

Where Atlassian users meet and share best practices

Sep 1, 10:30 PM – Sep 2, 2:00 AM (UTC)