Once upon a time, humanity passed down epic stories and religious texts by memory alone. Entire civilizations relied on oral tradition to preserve their most important knowledge. Fast‑forward a few thousand years, and some companies are still doing the same thing with their procedures and information: trusting that Bob from Accounting… would “just remember it.”…
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…
Read More
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…
Read MoreDecember 2025: What’s New from Atlassian As we wrap up 2025, the Atlassian ecosystem is undergoing a massive transformation! 🚀 From groundbreaking new features to updates designed to streamline every workflow, the latest news is officially here, promising to empower teams with even greater agility and collaborative power. If you haven’t had the time to…
Read MoreWhen people talk about “Forms” in the Atlassian ecosystem, things can get confusing fast because Jira offers two types of forms, and though they look similar, they work very differently. Here’s the real difference, explained clearly. JSM Forms: The Magic Portal for Your Users JSM Forms are forms that appear on the Jira Service Management…
Read MoreAs Atlassian experts, our work doesn’t stop at configuring environments or tailoring Jira, Confluence, and Bitbucket to match a customer’s processes. In many projects, we go a step further: we develop custom integrations that automate workflows, bridge systems, or provide unique capabilities that add real value to a customer’s day-to-day business. These integrations are typically…
Read MoreInsights into how project managers perceive AI reshaping the project management. At the Threshold of a New Project Management Era Over a decade ago, when I first read about how AI could reshape jobs, my main question was how it would affect the role I held then: Project Manager. Years later, after experimenting with the…
Read More
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…
Read MoreIntroduction In every IT team, service requests are the everyday heartbeat of operations. From resetting a password, granting access to a tool, setting up new equipment, or answering a simple “how do I?” question, these are routine, predictable tasks. But if handled poorly, they can quickly lead to frustration, inefficiency, and higher costs. Service Request…
Read MoreIn a recent project, I was tasked with enabling the synchronization of Entra ID (formerly Azure AD) security groups and their members into an ITSM CMDB hosted on Jira. The objective was to ensure accurate visibility of group-to-user relationships, leveraging Atlassian’s SCIM 2.0 API capabilities. While the goal sounds straightforward – syncing groups and users…
Read MoreIf you’ve ever opened Jira or Confluence and thought, “Wait, what’s my role here?”, don’t worry, you’re not alone! In the Atlassian world, there are several roles, each with their own powers (and responsibilities). Understanding them can make the difference between a well-organized project and… chaos worthy of a sci-fi movie. Let’s go through them…
Read MoreIn organizations using Confluence Cloud as a knowledge‑base, documentation hub or collaboration platform, you often see pages or spaces created with restrictions (visible only to certain users/groups). In these situations an administrator may need to access content they don’t have permission to view. To address this, Atlassian provides the admin key feature. But like any powerful…
Read MoreAn overview of the joint Axelos and Atlassian paper on integrating ITIL® 4 into modern ITSM workflows. ITIL® 4 Meets Agile: A New Era of ITSM with Atlassian and AXELOS In today’s fast-paced digital world, IT is no longer just a back-office function. It’s a central enabler of business innovation and value creation. As technologies…
Read More