Stay Tuned
You want to find the right answers, fast.
You want to find the right answers, fast.
As 2024 wrapped up, our team reflected on the Jira Service Management projects we tackled throughout the year. As an Atlassian Silver Marketplace Vendor and Gold Solution Partner, we contribute on both fronts - building apps and helping customers improve their Jira setups.
We asked our consultants to share the toughest challenges they solved in 2024. Here’s what we learned and how these insights might help your team.
One financial client struggled with manual approvals. Employees had to pick their manager for every request, which sometimes led to mistakes. Our consultants created an automation that assigns the correct reporting manager automatically. No more guesswork or delays.
Another common issue was keeping service and software teams aligned. We implemented automated ticket syncing between Jira Service Management and Jira Software. This removed the need for duplicate data entry and saved clients from purchasing extra licenses.
Some clients had project sponsors who needed to prioritize requests but didn’t require full agent access. Our team built a custom workflow using automation and permissions. Sponsors can now set priorities themselves, without additional roles or complexity.
Several clients had portals with too many request types, making navigation confusing. We reorganized categories and redesigned layouts to make them more intuitive. Grouping related requests and simplifying the structure made it easier for users to find what they needed.
Our apps address the same pain points we encounter in real JSM projects. Here’s how they help both service teams and portal users work more efficiently.
Sometimes companies set up too many service request types, making it difficult for portal users to choose the right one. This can cause confusion and slow down the process. Advanced Portal Reports addresses this by displaying key details, such as SLAs, directly on the portal. Users know what to expect upfront, which reduces follow-up tickets and helps them locate the right information faster.
Clients often find it difficult to keep track of their tasks. Without a clear overview, requests can be overlooked, and deadlines can slip by. My Tasks helps by providing a simple, personalized list of requests that require their attention.
The Search feature in Advanced Portal Reports helps users quickly locate specific tasks. Portal customers can search using details like reporter, summary, reference, and more. They can also apply a wide range of filters to refine results and find what they need faster.
Companies often run into situations where users need to update their submitted requests, correcting a typo, adjusting a number, or changing an option they selected by mistake. Even minor errors can create confusion and extra work for both sides. Without a direct way to make changes, users must contact agents or open new tickets, which wastes time and clutters the system. Modify My Request gives users the ability to update their own requests, ensuring accurate information and fewer duplicate tickets.
Teams managing professional services in Jira Service Management often struggle to track billable hours. Standard portals hide this information, making it hard to provide clients with accurate billing details. Worklog Report brings time tracking directly to the portal, so clients can see billable hours without needing agent support. With optional Tempo integration, teams can also keep their time data fully synced for even smoother billing and reporting.
Every JSM implementation comes with its own challenges and solutions. Have you experienced similar issues in your projects? Could our apps help with some of them?
As an Atlassian Silver Marketplace and Gold Solution Partner, we can support your team through powerful apps and consulting expertise.
