List of Posts

Bitbucket Migration Series: From Data Center to Cloud

This blog post series delves into some elements not covered by BCMA and how this comprehensive guide series provides solutions to ensure that more parts of the development environment are transferred during the migration process. Read more
Out with the Old: Unleashing AI for Better Agent Performance Insights

Welcome to the future of customer service, where Artificial Intelligence (AI) is set to revolutionize how we evaluate and enhance customer interactions. This solution is designed to address significant gaps in traditional customer service evaluation methods, aiming to deliver a smarter, more efficient, and unbiased approach to understanding customer satisfaction and agent performance. Read more
Teams Everywhere! Atlassian Teams, Opsgenie Teams, Teams as Assets

Not too long ago, Atlassian found itself in a peculiar situation – despite being the backbone for teams across various industries, it lacked a dedicated space within its platform to manage and assign issues to teams. Previously, implementations were limited to simple select lists (single choice or multiple choices) or groups containing team names. This… Read more
Ticket Assignments and Classification in JSM with Artificial Intelligence

I’ve implemented an automation within Jira Service Management (JSM) that leverages the capabilities of OpenAI. This automation not only intelligently routes tickets to the most appropriate teams based on their expertise but also automatically updates the “Impact” and “Incident Type” fields. Read more
Smart Ticket Management in Jira: Using AI to Automate Ticket Reopening Decisions

In the quest for streamlining workflows, Jira Automation stands as a powerhouse for operational efficiency. However, even the most refined systems can encounter hiccups. A case in point is the automation rule for reopening tickets upon new comments – a process that, while useful, can backfire when a simple “thank you” from a client triggers… Read more
Compass and JSM Services: How Do These Components Work Together?

Transitioning from traditional Jira components to Compass enhances developer collaboration and efficiency by offering a comprehensive view of software architecture. Compass allows for reduced context switching, deployment tracking, and integration with various tools, facilitating streamlined component creation. This shift not only improves workflow but also fosters a more integrated project management approach, underscoring the importance… Read more