Archives for the tag: JIRA

In JIRA Service Desk 2.4, we've built an intelligent engine under the hood that automates common tasks and knows the next step so you don't have to. This update includes: Automation: With a simple, intuitive UI, the automation engine performs actions based on specific events and conditions defined by you. Create action-based rules to do things such as update your customers and notify your team about issues that are about to breach SLA. Live queues: An improved way for your agents to keep

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First, it's important to remember that change is an evolution. It doesn't just happen overnight. Having realistic goals means it will be more exciting once your team hits them out of the park. After JIRA Service Desk is set up, customers can contact support by either emailing requests (which then become tickets) or through the customer portal. Ideally, all customers would use the customer portal so the right information is given from the start and so their requests can be categorized easily.

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We often collect feedback and requests from people outside of our team. If they find a bug, need something done, or have a feature request – somehow and some way, they need to reach us. As an Atlassian, I prefer working in JIRA. It’s my favorite place to plan, track, and get things done, however, I find that sending colleagues (who are often non-technical) to JIRA introduces them to an unfamiliar interface they don’t necessarily know how to navigate.

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Play it safe: Disaster Recovery for JIRA Data Center

Since we launched JIRA Data Center in July 2014, Disaster Recovery has been one of the most frequently requested features from customers. JIRA is business critical and customers want to be prepared and ensure its availability in the event of a disaster. Well, we listened and we're excited to announce that it's here! With JIRA Data Center 6.4, customers can now configure a cold single or multi node standby site in a geographically separate location.

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3 steps to taming technical debt

Mounting technical debt is similar to damage caused by termites--left unchecked, both can cause major problems. When technical debt creeps in, development becomes harder, the codebase becomes brittle, and tribal knowledge is required to understand hacks and known workarounds. Technical debt needs to be addressed and avoided in the future, but this is a difficult goal to strive for. Here at Atlassian, teams reduce technical debt by first identifying what it is, developing a plan to iteratively reduce it, and finding creative ways to enable developers to organically make the codebase better. Keep reading to learn more!

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