Abano NV, a Platinum Atlassian Solution Partner from Kontich, Belgium, has been helping a key Belgian public service department in their digital transformation journey since 2021.
The Challenge: Keeping Teams Aligned
As part of the project, the department created a digital portal using Jira Service Management (JSM) to handle public requests. They set up two JSM help desks to manage inquiries, operated by separate teams, making synchronizing tickets between the two instances tricky. One JSM instance handled first-level support linked to the public help portal; the other managed second/third-level support and requests that the first-level support couldn't resolve. Keeping tickets updated on both sides was essential to prevent delays and errors.
A common way around this is to manually jump between the two JSM instances and update the tickets, which is time-consuming and error-prone. It also increases the costs of the additional JSM agent licences.
Nathan Dobbelaere, consultant at Abano NV, needed a solution to handle this complexity while ensuring data privacy and security.
The Requirements
- Seamless communication between the two JSM instances for faster collaboration and quicker request resolution
- Quick implementation without compromising data security and privacy
Improving Efficiency Through Streamlined Ticket Management
Backbone Issue Sync for Jira was the perfect solution. Connecting the two JSM instances with Backbone allowed JSM tickets and information to be synced automatically, keeping everyone up-to-date. This meant teams could work in their own JSM instances while staying connected, making the workflow much smoother.
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Real-Time Ticket Syncing Made Easy
With Backbone Issue Sync, syncing tickets became automatic. For example, adding a label like "vehicle-fine-request" to a ticket would sync it in real-time to the other instance using Backbone’s JQL filter functionality. This ensured employees could act on requests immediately without switching instances.
The department could also control which Jira issues need to be synced, including issue types, fields, comments, attachments, and workflows. This addressed privacy concerns and prevented information loss.
Quick and Easy Implementation
The government department needed a solution that was quick to implement without disrupting operations. Nathan shared:
"Selection of Backbone was a no-brainer because it's easy and quick to set up. I didn't have to look up too much documentation to get Backbone to work; the software almost spoke for itself. It was quite easy to convince the customer because Backbone's interface was the easiest to use without a huge learning curve." - Nathan Dobbelaere, Senior consultant at Abano NV
He added,
Avoiding extra JSM agent licenses also led to significant cost savings.
Data Security and Privacy
Concerns about data security and privacy were also easily managed. Backbone Issue Sync is part of Atlassian's Cloud Fortified and Security Bug Bounty programs, offering encrypted data transfer. It’s trusted by hundreds of enterprise customers and includes features like data residency and sync with approval, meeting the data security needs of modern enterprises and public services.
Benefits of Backbone Issue Sync
- Easy to use with a simple interface
- No-code setup and straightforward implementation
- Meets strict security and data privacy standards
- Reliable performance and easy maintenance
Big Plans Ahead
This success has encouraged the department to extend Backbone Issue Sync to the remaining nine JSM projects.
Results Achieved
- Reduced costs
- Faster ticket resolution times
- Optimized processes
- Guaranteed security, flexibility, and data privacy
Operational Excellence Unlocked
This transformation was both cultural and technological. The government department now operates more efficiently, with Backbone Issue Sync playing a crucial role in their IT service management.
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