One of the more challenging parts Confluence, in my opinion, has always struggled with is its ability to export data correctly. The PDF & Word exports aren’t bad, that’s not what I am saying, but more that data can often not be displayed correctly, or macros aren’t compatible at all. Well the Confluence team recognised this and have improved the way PDF exports are done. Tables, mentions, dates and other elements have had improvements on their rendering for exports. Hopefully this puts some of these challenges to bed, only time will tell.
SERVICE MANAGEMENT
JSM’s virtual agent has been changing the way our agents interact with customers, but being able to review specific conversations hasn’t been the easiest. Atlassian recognised this and have since created a new set of reports allowing just this. You can now view any and all conversation your virtual agent has had. To check it out, go to Virtual agent and then select Conversations from the navigation on the left. You can use filters to narrow down conversations by things like customer satisfaction (CSAT) score, whether or not an intent was matched, whether or not a conversation was resolved or escalated. Once you have found a conversation you can even open it up in Slack to gain more context into the virtual agent's performance, and jump straight to matched intents from the Conversations page to make improvements on the fly. To learn more, Follow this link.
Being able to deployment gate your changes from JSM has been a great feature for those using Bitbucket. To learn more on deployment gating, follow this link. Over the last month, GitHub has been added to this list meaning GitHub & JSM customers can now approve and gate deployment changes with GitLab soon to be added to this list. Seeing this functionality go across to other products is great news for so many teams.
A new feature is rolling out to JSM projects over the coming months. Products & Entitlements. Entitlements is all around capturing important information relating to a customers access to a product or service you offer. You can use the products and entitlements to track things like support level, product tier, number of licenses, expiry date or any other information about their entitlement. You'll be able to experience the new functionality by using the products page in your JSM project. This will also bring another custom field to the project under “Entitlements”.
PLATFORM
Unmanaged products can be a huge problem for so many teams. Atlassian have recently been making improvements to the discovered products functionality in Access Org admins can now allow you to join the product as admin allowing you to start making decisions. This could definitely help keep teams bills lower and not lead to security challenges. To find out more, follow this link https://community.atlassian.com/t5/Atlassian-Access-articles/Take-control-of-unmanaged-products-with-new-enhancements-to/ba-p/2616410#M422
Authentication policies also saw some focus over the last month. The new addition is the ability for admins to set whether users within that authentication policy to allow or block API token access.
AIntelligence has had additional work this month. We often all have annoying confusing words on issues. Well fear no more. The Intelligence engine can now be used to define words in descriptions on issues. All you have to do is highlight the word and ask AIntelligence to define it. It will use your connected Confluence space to search and define information for you. Even though this is only available for the issue description right now, it certainly is a great addition to the intelligence functionality.
Application tunneled applications now get health checks. If you find yourself using a mix of on prem and cloud instances, you can use the application tunnel to share information between the two. However until now you have not been able to check the health status of the link. This has recently changed. Additional statuses have also been added that can help better describe any encountered problems making investigations faster.
