An 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 MoreIf you’ve ever tried integrating an external system or website with Jira Service Management (JSM), you’ve probably hit one or more roadblocks, especially when it comes to creating requests on behalf of end users without using the default Jira Service Management portal. The good news? You don’t need to hand over admin access or build…
Read MoreAtlassian’s latest drop at Team ’25 Last week, Anaheim (California) was buzzing with energy as Atlassian Team ’25 kicked off 💥, and the initial announcements were already generating considerable excitement. From groundbreaking new products to enhanced features designed to streamline workflows, the latest news is coming out, promising to empower teams with even greater agility…
Read MoreChoosing the right backup solution is critical for system administrators and IT professionals. The upcoming NetEye 4.41 version will bring an update to MariaDB, moving from version 10.3 to 10.11. This makes it especially timely to explore the opportunities offered by the Mariabackup tool in order to be fully prepared for the changes ahead. This…
Read MoreIn the world of customer support, efficiency is key. And what could be more efficient than a system that allows customers to find answers on their own, and agents to solve problems in record time? The answer is the integration between Jira Service Management (JSM) and Confluence, Atlassian’s knowledge base. The Benefits of Integration JSM…
Read MoreAs 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 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 MoreUse Case During NetEye Cloud updates we typically have to handle 25+ nodes, updating both OS and Firmware and subsequently rebooting all servers, all without causing downtime. We can of course reboot one node a time, but this would be really time-consuming. The main constraints on reboot are PCS nodes and Elastic layers. In particular…
Read MoreScenario Dynamics 365 Finance & Operations (On-Premises) is an ERP (Enterprise Resource Planning) solution which can be deployed on physical or virtual servers. It’s the right solution for Companies that don’t want to store their personal data in the Azure cloud. The ERP architecture requires the configuration of a standalone Service Fabric which is connected…
Read MoreIntroduction In this post I’ll describe how to update the certificate used by the Dynamics 365 Finance & Operations on-premises system (which I’ll call D365). This activity is called “certificate rotation” and it was necessary to do on our internal system in December 2024, following the imminent expiration of the company’s wildcard certificate (*.mycompanydomain.com). It’s…
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 MoreGLPI agents have various additional functionalities, from network discovery to remote inventory and ESX inventory. These can be controlled either directly from the command line (see my colleague’s blog https://www.neteye-blog.com/2024/07/glpi-device-discovery/ for some practical examples) or in a centralized way from the server, via the GLPI Inventory plugin (https://www.neteye-blog.com/2024/12/gui-based-glpi-network-inventory-setup-with-the-glpi-inventory-plugin/). There’s also another handy way to configure…
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