A quick overview of the new native numerical calculation feature available in Jira systems: something we have been waiting for a long time. Introduction The ability to perform calculations within an integrated management system is one of the most requested features. This need becomes even more pressing in large organizations, where such data increasingly forms…
Read MoreIntroduction Managing a service desk is usually straightforward when the team is small. A request comes in, someone picks it up, and the work gets done. Things become more complicated when the service desk grows. Different teams start supporting different services, people work in shifts, some requests require specific skills, and workload is no longer…
Read MoreWhy Shared Devices Need Dedicated Governance Not every IT asset is assigned to an individual employee. Monitors, docking stations, meeting-room equipment, printers and other devices are often shared across an office or location. Although these assets have no individual owner, they still represent a significant operational and financial value. Without regular verification, they can become…
Read MoreIn this article, I will show how we automated the creation of customer tickets from relevant NetEye Cloud monitoring events.
Read MoreOne practical approach to how the IT function of a global enterprise can govern strategy, manage digital products and services, and deliver work continuously, using a coherent three-layer model based on a hybrid operating model. Building on What We Already Know Running IT in a global enterprise is not a single problem. It is at…
Read MoreCustomer feedback provides insights that operational metrics alone cannot capture. Jira Service Management has long offered built-in CSAT surveys, automatically collecting satisfaction ratings through a simple star-based mechanism when tickets are resolved. With the introduction of Native surveys, Atlassian extends these capabilities with a more flexible survey builder supporting multiple questions and richer feedback. While…
Read MoreAutomation is now part of everyday operations. It helps teams move faster, cut down on manual work, and keep processes consistent. But automation only works well if it can be trusted. When something breaks in the background and nobody notices, the consequences can spread quickly. That’s why alert notifications matter. They add a layer of…
Read MorePractical lessons learned from real-world alert routing, automation, and integrations Introduction As mentioned at the end of Part 1, let’s continue exploring practical use cases and real‑world solutions for Jira Operations alert handling and enrichment. NetEye, Icinga, and Jira Ops can significantly improve monitoring and incident response workflows – but the overall setup can become…
Read MoreA practical look at SAFe, LeSS, Scrum@Scale, Disciplined Agile, Nexus, and custom hybrid models for enterprise IT organizations using Jira, Jira Service Management, and Confluence Cloud. Scaling Agile in the Enterprise: The Question Nobody Really Wants to Answer For many organizations, Agile starts small and local. A few teams adopt Scrum, delivery improves, visibility increases,…
Read MoreToday, there are many solutions available for IT asset inventory management, such as GLPI. However, these tools often lead to fragmented data spread across different databases that don’t communicate with each other, except through custom-built interfaces. The Challenge The goal is to centralize data in a single place, increasing the value of the information collected…
Read MoreSingle Sign-On (SSO) is often seen as a simple “log in once, access everything” solution. But when it comes to Atlassian Cloud, things can feel a bit more complex – especially when dealing with managed users, external collaborators, and different authentication policies. In this article, we’ll break down how SSO works in Atlassian in a…
Read MoreThe current architecture and underlying technologies behind the Atlassian Rovo engine, in light of recent developments The last few months show the path forward If you’ve been following the evolution of AI in recent years, you know changes come fast and often, and even a single year can be much too long an interval to…
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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…
Read MoreAre you and your team tired of staring at empty fields every time you create a new Jira work item? Do you wish you had a more structured and faster way to collect essential information right from the start? What if you could guide users with predefined text, including tables, ensuring that crucial details are…
Read MoreIn this post I want to share a real use case I recently worked on with a client using Jira Service Management. The requirement was simple to explain, but not that trivial to implement properly: they wanted to report on tickets by DepartmentNumber for their internal users (the same department structure already defined in Active…
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