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Within our support system, we face quite a few tasks that could be made easier with some kind of automation/scripting layer. Just to mention some examples: Imagine we do not receive a comment on an support ticket for more than 14 days. Can we close the issue? Does our customer need any further help? After we suggest a resolution, we often are interested about the quality of our service, so we invite customers to a survey to help us understand and improve our support in general. Finally, if a customers

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Inside Atlassian: How I keep my team aligned with Team Calendars

We say that Confluence Team Calendars is your team's single source of truth for managing team leave, tracking JIRA projects, and planning events. In this post, I'll share how Team Calendars helps my team align our team, projects, and events.

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Introducing JIRA Service Desk 1.2

Over the past few months, we've built a whole host of new features to supercharge JIRA Service Desk. You asked – we delivered. JIRA Service Desk 1.2 satisfies over 300 customer requests. We're excited to announce that many of your feature requests are now live! Collect, service, report. JIRA Service Desk 1.2 makes doing your job even easier. Better security JIRA Service Desk 1.2 comes with all new permissions management. Get granular with your security and define exactly who is seeing

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Evaluating JIRA Agile – Team members

Agile paints software development in a modern light. The single best thing about agile is that it engages the team in the entire planning development process: Decisions are no longer made in a vacuum away from the team, and software development becomes a collaborative and democratic endeavor to deliver working products to an evolving market. Plan Mode – See the future clearly Every day, engineers have to make decisions that impact the future of the product. In many teams, a product owner's

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Evaluating JIRA Agile – Scrum masters

This is the second part of our blog series on how JIRA Agile optimizes the key players in an agile team (see also: product owners and the team). Agile methodology brings about a whole new way for managing projects – It focuses on iterative development where the product team can release to market in predictable iterations. Scrum masters sit between a product's ideation and delivery, and partner with the development team to ensure things are running smoothly, and there are no blocking issues

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Evaluating JIRA Agile – Product owners

Making the transition from traditional project management to agile involves changing the way the team views and prioritizes work. This change can be made easier with tools that provide gentle guidance when learning the fundamental tenets of agile. This will be a series of posts walking through each of the major personas on an agile team: product owners, scrum masters, and team members. Product owners – Product visionaries Product owners are the visionaries for the product. They work with

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