Jira Service Desk allows for service desk agents to transition issues and manipulate whether the customer can view the status on issues. One missing piece agents face is the ability to provide the customer with feedback via comments without transitioning the issue to “Waiting for Customer.” Natively, when agents comment on a ticket, the “Transition […]

With Jira there are tons of ways to extract reporting data you need. From the project reports, to the built in dashboard functionality and all the way to addons like EasyBI, there are many paths to getting metrics you need for your and your team. However, there’s always room for more ways to skin that […]

As many of you know by now, the power that Apps bring to us who are always looking to automate and make better use of Jira is, well, powerful! In this blog I’d like to show you some really cool ways you can do auto-assigning of Jira issues using the Automation for Jira App. I […]

If you follow Atlassian you probably know about their big annual conference event, Summit. But you may not have heard about the the Team Tour. The Team Tour is a series of events around the world focused on the future of IT and how it helps teams innovate, transform and improve efficiency. This year’s stops on […]

Use Case: The app Jira Misc Workflow Extensions allows you to enhance your workflows beyond the out of the box Jira features. One feature JMWE has available is the ability to set a field values based on a condition. For departments like legal and human resources this is useful in terms of setting the issue security level. […]

Whether you like it or not, preferred database platforms within an organization will change over time. David the DOT NET Dev really wanted Microsoft SQL Server in 2005 at a price tag of 1 million dollars a year, or Tom the Fortran Dev wanted Oracle back in 1976 for 10 million. Organizations change with the […]

This is the third part in a three post series. If you missed the other parts, check them out here: part 1 part 2 Does it make sense to move into a Cloud environment like AWS, Azure or the Google Cloud Platform (GCP)? Moving into a Cloud environment like AWS, Azure or GCP is by […]

When asked to attend the 2019 HDI Conference in Orlando, my initial reaction was, “I don’t even know what that is” … and I’m going to be honest, I still don’t know what HDI stands for. (Okay, maybe that’s a bit of hyperbole. I know it stands for Help Desk International.) But what I have […]

Many Jira administrators emphasize how valuable Jira is for process enforcement. But sometimes process isn’t enforced because changing the process improves the product or service that we are delivering. How does this come up? I use “reference” projects to articulate how we use Jira in our organization. I have one for each kind of team […]

I’m frequently asked how I approach requests for automation configurations in Jira. I don’t have a definitive answer regarding when and how I automate Jira configurations, but I do have an approach. This approach has been very effective. Frequently the context is someone on a team asking me: Can you automate Jira to update a […]