Customer experience is a crucial factor for the success of any IT support team. Often, agents manage tickets without a clear understanding of the customer’s emotional state, making it difficult to respond appropriately. To tackle this challenge, Jira Service Management introduced the Customer Sentiment feature, an AI-powered tool that analyzes the customer’s tone to provide…
Read MoreHave you always found Portal Groups in Jira Service Management (JSM) to be useful for organizing and triaging requests, but noticed they couldn’t be used to filter issues? Atlassian has addressed this limitation with a new categorization feature called “Request Type Groups,” which now enables grouping and filtering requests by these groups. This feature may…
Read MoreJira Service Management now includes a new feature that lets you easily schedule your activities. What? You haven’t activated it yet? No worries, you’re in the right place! Here’s a quick guide to how to enable it and make the most out of it in just a few clicks. How to Enable the Calendar View If…
Read MoreHi 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…
Read MoreDo you want to add details about your clients’ companies to Jira Service Management but don’t know how to do it?Do you have a Standard JSM license and not yet a Premium one, where you could create new schemas and manage your clients that way?No worries! In just a few clicks, you can add your…
Read MoreAre you looking for a feature to help manage your customers’ details in Jira Service Management but don’t know where to start?Do you lack access to the Premium license that could make this task easier by allowing you to create Asset fields for managing customer data? Do your Jira users barely see the reporter details,…
Read MoreThe ongoing evolution of the world of work also carries through to the areas where this work is carried out. Never before have so many people and companies finally understood that smart working is a reality, and that the productivity of employees who work partly at home rather than the office does not decrease but…
Read MoreWe’re at the end of the year again and it’s time to draw up the famous list of good resolutions for the coming year. I’m talking about good and working resolutions, the ones relating to good non-working resolutions is always very difficult to respect. I could challenge many of you to state for the record…
Read MoreHere we are at the third part of this journey. After seeing how to discover assets and how to import assets discovered by the Discovery-Tool into Jira, in this part we will see how to set up a service and ensure that the objects imported into the Asset module are always up to date. The…
Read MoreHere we are with the second part of our article. If you missed the first one, here’s the link: https://www.neteye-blog.com/2022/03/jira-discovery-a-quick-way-to-manage-your-assets/ In this second part we will see how to import assets discovered using the Jira Discovery Tool. Let’s go into our Jira Service Management: Create a new Object Schema that we will call Import: Next…
Read MoreAre you a user of Jira Service Management Cloud, do you have the premium version and would you like to use the discovery tool to have a scheme where you can automatically receive updates on devices connected to your network? Well, follow this very simple tutorial and you will have a mapping of your network…
Read MoreAs I promised you some time ago I want to tell you about a free App in the Atlassian Marketplace which for me is a must-have. The app is called Clockwork Automated Timesheet Free and it can be found on the Atlassian Marketplace. The numbers speak for themselves: More than 4,700 downloads at the end…
Read MoreIf you have an Atlassian product you should definitely learn how to explore the Atlassian Marketplace. The Atlassian Marketplace is the equivalent of the Apple App Store or the Google Play Store. On the Atlassian Marketplace you can find thousands of Apps for your Atlassian product both Cloud and Server / Data Center. The Apps…
Read MoreWhat is Insight? Insight is the Atlassian CMDB included in Jira Service Management Cloud Premium. If you’re reading this article, you probably already have Jira Service Management, but are not yet familiar with Insight. So let’s start with the first of a series of exercises that will help you learn more about cloud Insight and…
Read MoreLet’s suppose you need to synchronize 2 projects in Jira Service Management on two different Cloud instances (e.g., one could be yours and the other one of your supplier’s). Let’s explore two possible ways to get that done. Say we have Project A on the acme.atlassian.com site and Project B on the setec.atlassian.net site. The…
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