Does this replace Jira Service Management?
No. It adds the transition layer JSM does not have. Incidents, requests, changes and problems stay exactly where they are; STR governs the journey a new or changed service takes before it becomes something the service desk supports.
How is this different from a checklist app?
Checklists tell you what was ticked. STR tells you whether the service is ready, who signed off, and whether it survived early life. Checklist apps are field apps scoped to an issue; STR is a process app that models the transition lifecycle across services, with weighted scoring, immutable gate decisions, warranty tracking and a cross-project portfolio.
Do we have to follow ITIL to use it?
No. The vocabulary is ITIL-flavoured because that is what most service transition teams use, but every criterion, category, phase and exit criterion is yours to define. Teams that have never opened an ITIL book use it as a structured go-live process.
Can we start using it on transitions that are already in flight?
Yes. A service can be created at any stage and its status set to wherever it actually is. You do not have to wait for the next greenfield project to get value.
Where does the incident trend data come from?
From your own Jira, using a JQL query you write per service. The app validates the query live before you save it, then snapshots the created, resolved, open and P1 counts once a day. It stores counts only — never issue keys or content.
Can a gate decision be edited or deleted?
No, deliberately. There is no update or delete path for a gate decision anywhere in the app. Changing your mind means recording a new decision, which is appended to the history. That is what makes the trail worth having in a post-incident review.
Who can record a gate decision?
Any licensed user with access to the page. In most organisations the person who chairs a gate is not a Jira administrator, so restricting the button would push the process back out into email. Accountability comes from the immutable record of who decided what, and when. If you need role-restricted sign-off, tell us.
What happens to our data if we uninstall?
It is removed with the app installation by the Atlassian platform. Export what you need first — the portfolio CSV export is the quickest way to take a snapshot with you.
Does it work with Jira Data Center?
No. The app is built on Atlassian Forge, which is cloud-only, so it supports Jira Service Management Cloud.
Does it work with company-managed and team-managed projects?
Yes. The app stores its own records and does not depend on a particular project configuration, custom field or workflow scheme.
Will it slow our Jira down?
No. It runs as a separate Forge app rather than as scripts inside Jira, its portfolio queries read pre-computed values rather than fanning out, and the only scheduled work is one daily incident-count job.
What does it need from our admins?
An install, one readiness template, and your RAG thresholds. There is no infrastructure to provision, no webhook to configure, no credential to rotate and no network rule to open.
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