Blog Entries

30. 12. 2025 Gabriele Cecco Atlassian, Service Management

Jira Service Management: The Great Architect’s Dilemma, Single Project vs Multiple Projects

When setting up Jira Service Management (JSM), one of the most fundamental questions administrators face is, “Should we consolidate everything into one giant project, or split our teams into separate projects?”, this choice impacts agent productivity, reporting clarity, portal experience, permission management, SLA differentiation, and workflow control. There is no perfect universal configuration, the right…

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30. 09. 2025 Gabriele Cecco AI, Atlassian, Service Management

AI in the Service Desk: Beyond the Percentages

Will AI really change the Service Desk? Anyone who works in an IT office knows this: between tickets, locked accounts, and last-minute requests, the service desk is the invisible heart of the company.Lately, though, everyone’s talking about one thing: artificial intelligence. And the question is always the same:How much will it really change the way…

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30. 06. 2025 Gabriele Cecco Atlassian

The Surprising Power of Email in a Modern ITSM World

In a world that’s constantly chasing the next big thing – AI-driven workflows, voice assistants, holograms (ok, maybe not quite yet) – email continues to quietly thrive. Yes, that humble, old-school communication tool is still shockingly relevant. And no, this isn’t a sponsored message from your email inbox. 😄 As consultants, we often talk about how some technologies evolve at…

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16. 03. 2025 Gabriele Cecco AI, Atlassian, Service Management

Understanding Customer Sentiment in Jira Service Management to Enhance Support

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…

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31. 12. 2024 Gabriele Cecco Atlassian, Service Management

How to Use the New ‘Request Type Groups’ Feature in Jira Service Management

Have 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…

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30. 12. 2024 Gabriele Cecco Atlassian, Service Management

How to Schedule Issues with the New Calendar View in Jira Service Management

Jira 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…

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04. 09. 2024 Gabriele Cecco Atlassian, Service Management

“Products and entitlements”: the new Jira Service Management feature

Hi 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…

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29. 04. 2024 Gabriele Cecco Atlassian, Service Management

How to Add Client Company Details in Jira Service Management

Do 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…

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24. 01. 2024 Gabriele Cecco Atlassian, Service Management

How the “Customer and Organization Profile” feature can help you

Are 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,…

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19. 02. 2023 Gabriele Cecco Asset Management

An Easy Way to Manage a Shared Office

The 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…

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05. 01. 2023 Gabriele Cecco Service Management

New Year’s Resolutions List

We’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…

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29. 09. 2022 Gabriele Cecco Asset Management

Jira Discovery: how to have devices always updated

Here 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…

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27. 06. 2022 Gabriele Cecco Asset Management

Jira Discovery: how to import discovered assets

Here 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…

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18. 03. 2022 Gabriele Cecco Asset Management

Jira Discovery: a quick way to manage your assets

Are 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…

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29. 12. 2021 Gabriele Cecco Service Management

Clockwork Automated Timesheet Free

As 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…

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