As discussed in my previous posts (Part 1 and Part 2) on managing Alerts with Jira Service Management, the way JSM handles alerts is crucial for keeping IT operations smooth. But what happens when an alert pops up at 3 AM? Who gets notified, and how? That’s where on-call management comes in. Jira Service Management…
Read MoreManaging user access in Atlassian Cloud can become complex, especially when integrating with Identity Providers (IDPs) for user provisioning via SCIM (System for Cross-domain Identity Management). A common challenge arises when users who were initially synchronized through your IDP become deactivated after moving them from a group synchronized with Atlassian. Due to the SCIM link,…
Read MoreWhen working with Atlassian Jira Automation and Assets, two key methods allow you to interact with Asset objects dynamically: Lookup Objects and Branch on AQL. While both serve similar purposes, they have distinct execution behaviors, performance considerations, and important limits you need to be aware of when designing automation workflows. Let’s break it down to…
Read MoreA brief introduction to Whiteboards, a new tool that facilitates a new form of collaboration between people. Why are we still talking about the documentation problem? In my previous post, we discussed the challenging topic of documentation management within a company, an aspect that’s often underestimated, and not properly rationalized and engineered. Also in this…
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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 MoreThis post offers a simple and pragmatic way to manage your company’s knowledge base with an SaaS product like Confluence. Why are we always here talking about the documentation problem? The title of this post references the Panda, an endangered animal that has become a symbol of the WWF since its founding in 1961.The panda…
Read MoreIn the first part of this series, we explored how Jira Service Management (JSM) helps streamline Incident Management, aligning with ITIL v4 best practices. Incident Management aims to restore normal service operation as quickly as possible after a disruption, ensuring minimal impact on business operations. Events – changes in the system’s state – can trigger…
Read MoreIn today’s fast-paced work environment, efficiency is paramount. Yet many Confluence users are missing out on a powerful time-saving feature: automation. Often overlooked, Confluence automation offers a robust toolkit to simplify workflows and improve collaboration among teams. This article looks at one of the most versatile aspects of Confluence automation: triggering actions based on text…
Read MoreThe integration of artificial intelligence (AI) into Atlassian tools, such as Jira and Confluence, undoubtedly offers countless benefits but has raised many concerns about data security. Why is data security so important for Atlassian? Atlassian tools often contain sensitive information, such as development plans, customer data, and project details. Imagine entrusting this information to a…
Read MoreWhy Generalists Will Rule the World (Even with AI) November 30, 2022 marked a turning point. The release of OpenAI’s ChatGPT started a new era of AI-powered productivity, but also brought widespread uncertainty into the work environment. One of the most asked questions about AI is: …and we all got there. All of us, at…
Read MoreWelcome, everyone to our ‘End of the Year’ Atlassian News! A lot has happened this year in the Atlassian world, and staying up to date is a big challenge 😵 So… I’m here to do the dirty work for you, and summarize all the latest features and news from the Atlassian ecosystem (you’re welcome😂). So…
Read MoreThis guide will assist you in determining which Jira products are best suited to cover different organizational management perimeters. What’s the origin of this complexity and why do we need to solve it? It’s relatively straightforward for anyone to perceive the complexities of effectively managing an organization. However, it’s also evident that it would be…
Read MoreAs outlined in Part 1 of this post, I’ll now provide key tips for efficiently customizing the Stratacom Barcode Scanning app. This will involve creating objects and setting up object pickers, thus allowing barcode scans to dynamically connect with and retrieve data from your CMDB. By the end of this post, you’ll have a clear…
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