Kate Pawlak _Appsvio_ Community Champion

Build an automated employee recognition program inside JSM. Discover how to connect Assets, Feature Bundle, and Atlassian Rovo for deep cultural insights. Many growing companies face the same challenge: they want to build a strong culture of gratitude, so they start looking for external employee recognition software like…

Right now, if I want to stay updated on a post or article - for example when someone might reply, edit their answer, or post a follow-up - the only available option is Bookmark. The problem is that Bookmark is really designed for saving content that's personally important to me for later reference, not for tracking…

The Atlassian ecosystem is incredibly powerful, but even with the best tools, teams often encounter friction. The most common bottlenecks include the gap between high-level planning and daily execution, the disconnect between asset management and customer support, and the time lost to manual Jira setups. At Appsvio and…

Hello, Atlassian Community! 👋 We have some incredibly exciting news to share with all of you. As we gear up for Atlassian Team '26, we are absolutely thrilled to announce that Appsvio has been nominated in TWO categories for the Atlassian Partner Awards! This year, we are proud finalists for: Atlassian Partner of the Year:…

Join us for an essential webinar where we tackle the core dilemma in modern ITSM: how to leverage AI for scale without sacrificing the critical human connection customers still demand. Over-automation leads to "automation fatigue," frustrating users who feel trapped in rigid workflows. In this session, you will learn: *…

Read how to display workflow on the Customer Portal and visualize request progress in JSM. Transform static workflow statuses into a clear ticket lifecycle to boost customer trust and reduce support volume. Think about this paradox: You can track a pair of $20 socks from a warehouse halfway across the world to your…

🤯 Organizing the Chaos Welcome back to the Jira Service Management (JSM) Advent Calendar 🎅 We have our Front Door (Portal) and our Sorting System (Request Types). Now, we need to make sure our agents don't get buried in the snow. The Scenario: It’s two weeks before Christmas. The Workshop floor is buzzing. If the Head Elf…

🕊️ Peace on Earth (and in the Queue) We made it! 🎉 Welcome to Day 24—the final day of the Jira Service Management (JSM) Advent Calendar. For the past 23 days, we have built portals, automated workflows, managed assets, and secured data. Today isn't about a new feature. It’s about the result of all that hard work. The…

🔐 The Secret Files of the North Pole We’ve built a powerful system, but power is dangerous without control. The Scenario: The "Naughty List" is top secret. You can't have the Stable Boy Elf reading the letters meant for Santa's eyes only. Security at the North Pole is strict-access is granted strictly on a "need-to-know"…

🛠️ Gadgets for the Sleigh We have optimized the core processes. Now, for the final few days, we are going to look at the extra gadgets that make the sleigh fly smoother. The Scenario: Santa’s sleigh isn’t just wood and runners. It has a GPS, a radio to talk to the elves, and a sensor to detect chimneys. He needs these…

📜 The Naughty & Nice Scroll We are inching closer to the big day! Welcome to Day 21 of the Jira Service Management (JSM) Advent Calendar 🎅 Yesterday, we looked at real-time Dashboards to fly the sleigh safely. Today, we need to look at the flight logs to plan for the future. The Scenario: It’s January 1st. Santa sits down…

📊 The View from the Sleigh We have collected data on satisfaction (Day 19). Now, we need to put all that data onto a single screen so we can fly the sleigh safely. The Scenario: Santa sits in the cockpit of the sleigh. He sees dials for speed, altitude, gift levels, and wind resistance. He needs one macro view to know if…

We’ve handled the emergencies (Day 18). Now we have to ask the scary question: Did we actually do a good job? The Scenario: Santa delivers the toys on time. Mission accomplished, right? Not necessarily. If he delivers a loud drum set to a quiet library, he "met the deadline," but he failed the customer. He needs to know if…

☎️ Waking the Head Elf We’ve talked about managing changes (Day 17). But what happens when something explodes in the middle of the night? The Scenario: It’s 3:00 AM on a Sunday in July. The toy factory catches fire. You can’t simply send an email to the Head of Security and hope they check their inbox on Monday morning.…

🎨 Decorating the Workshop We have the functionality working. Now, we need to work on the "Vibe". The Scenario: The North Pole isn't a sterile gray warehouse. It’s warm, red, and gold. It smells like cinnamon. The atmosphere makes the Elves feel happy, safe, and part of a team. The Reality: If your HR Service Desk looks…

🛠️ Modifying the Sleigh Mid-Flight We fixed the broken engine (Incident), and we found the root cause (Problem). Now, we need to make improvements so we can fly faster. The Scenario: Santa wants to install a new "Super-Speed" thruster on the sleigh to cut delivery times in half. But if he installs it wrong on December…

🦌 Why is Rudolph Sick Again? Yesterday, we put out the fire (Incident Management). Today, we need to make sure the fire doesn't start again tomorrow. The Scenario: The sleigh broke down last year. It broke down this year. If Santa just patches the engine with duct tape every Christmas Eve, it will break down again next…

🚨 The Sleigh Engine Failure We’ve covered the day-to-day operations. Now, we need to talk about what happens when things go wrong. Really wrong. The Scenario: It’s Christmas Eve. Suddenly, the GPS on the sleigh goes dark. This isn't just a "request" for a new map; this is a full-blown emergency. If it isn't fixed now,…

🤫 Shhh! Don't wake the baby! We’ve learned how to wrap gifts in bulk (Day 11). Now, we need to learn how to keep a secret. The Scenario: Santa and the Head Elf are arguing about whether a child has been good enough for a pony. They need to have this debate privately. If the child heard them arguing "I think he was too…

🏭 Connecting the Elf to the Tool Yesterday, we built our "Master Inventory" (Assets). But a list of laptops sitting in a database isn't useful unless you know who is holding them when things go wrong. The Scenario: An Elf runs up to Santa: "My hammer broke!" Santa asks, "Which hammer?" The Elf holds up a generic hammer.…

🧸 The Master Ledger of Toys We’ve mastered the communication side of the Service Desk. Now, let's talk about the stuff. The Scenario: Santa needs to know exactly how many wooden trains, dolls, and bicycles he has in the warehouse. If he promises a child a bike but realizes on Christmas Eve that the shelf is empty, it’s a…

🎁 Wrapping 1,000 Presents at Once We’ve handled the emails (Day 10). Now, what happens when too many come in at the exact same time? The Scenario: Imagine if the wrapping team had to wrap one gift, put away the scissors, put away the tape, walk the gift to the sleigh, and then come back to start the next one. They’d never…

📬 The Overflowing Mailbag We have a beautiful portal (Day 9), but let's be realistic: Some people are still going to do things the "old fashioned" way. The Scenario: Despite all the fancy apps and tablets, some kids (and grandmas) still prefer to send a handwritten letter to the North Pole. If Santa ignored the physical…

✅ The Naughty or Nice Check We’ve set up the basics. Now, we need to manage the flow of authority. The Scenario: Before a toy goes on the sleigh, it needs a final stamp of approval from the Head Elf. You can’t just let an unchecked "Experimental Rocket Skates" prototype slip into a stocking without a manager signing off on…

🤖 The Magic of the Workshop We have reached the end of Week 1! We’ve built the portal, organized the queues, and created forms. Now, it’s time to bring the Workshop to life with a little magic. The Scenario: Magic is what makes the sleigh fly. You don't see reindeer struggling with heavy ropes; it just happens seamlessly.…

📝 Making a List, Checking it Twice We’ve set up the knowledge base to deflect questions. Now, let’s fix the tickets that do come in. The Scenario: A child writes to Santa: "I want a toy." Santa sighs. Which toy? A bike? A doll? A video game? Now Santa has to write back and ask. Then the child replies "A bike." Santa asks…

📚 The Great Book of Elf Recipes We’ve covered Portals, Request Types, Queues, and SLAs. Today, we’re going to give your team the greatest gift of all: Silence. The Scenario: Imagine if every single Elf went to the Kitchen Manager individually to ask, "What is the oven temperature for gingerbread?" The manager would never…

⏱️ The Countdown Clock We have organized the queues, but how do we make sure the most critical tasks get done on time? The Scenario: Santa must launch the sleigh by midnight on the 24th. He can't deliver presents on the 26th and say, "Sorry, I got to it when I could." The deadline is non-negotiable. The HR Reality: In HR,…