ITSM
From worklogs to customer entitlements: support contracts inside JSM
Test update from API
9 min readRead
Blog
Field notes from the Atlassian ecosystem.
Atlassian, ITSM, and the practice of building software in and around the ecosystem.
10 posts in total
All posts
More to read.
9 posts
ITSM
Ticket Replay: JSM process mining without the six-figure project
Every JSM ticket already carries a complete event log. Every queue holds 5–50 process variants nobody has drawn. Here's the read you can run on one queue in a week — without the seven-figure platform. We call it Ticket Replay.
8 min readRead
ITSM
ITSM Dashboard Metrics That Matter: The Second Reading Most JSM Teams Miss
A pragmatic guide to the ITSM dashboard metrics worth tracking — and the second reading behind each one that flips the diagnosis for JSM service desks.
11 min readRead
ITSM
FitSM vs. ITIL: Why FitSM Is the Right Starting Point for ITSM
Why FitSM is the most practical standard for first-time ITSM implementations — and how to graduate to ITIL once your organization is ready.
6 min readRead
Atlassian
How to Create Custom SLA Reports in Jira Service Management
Jira Service Management's built-in reporting offers basic SLA tracking. Here's how to build custom SLA dashboards that give your team the visibility they need.
1 min readRead
ITSM
Understanding ITSM Process Maturity: A Practical Guide
Process maturity isn't about ticking boxes. It's about understanding where your team actually stands — and what to improve first.
1 min readRead
Engineering
Why We Migrated Charts & Reports from Connect to Forge
The mandatory Forge migration deadline is approaching. Here's what we learned migrating our own flagship app.
1 min readRead
Company
View26 Achieves SOC 2 Type II Certification
View26 is now SOC 2 Type II certified with a clean opinion. Here's what that means for our customers.
1 min readRead