Discussions
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Before 2027 planning, ask your customers what still matters
Picture a team that delivers IT work for another company: an IT partner, an MSP, a software vendor, or an in-house IT team serving the rest of its own organization. Throughout the year the customer raises requests through the Jira Service Management portal, a small enhancement here, a new integration there, a report…
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How a bank uses Advanced Portal Reports to move demand prioritization into the portal
One of our bank customers runs a fairly standard demand intake process in Jira Service Management. Business teams submit new project requests through the portal, and those requests stay there until a Go or No Go decision is made after a pitch presentation. If a request is approved, it gets a Roadmap status and moves into…
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Why business prioritization and JSM queues rarely tell the same story
Prioritization in Jira Service Management is a broad and intriguing topic and is something that is not straightforward to get right, especially from the customer portal side. The challenge is not just about how individual requests get triaged, but runs deeper than that. In Jira Service Management, priority is something…
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How teams prioritize service requests and where it usually breaks down?
Every service team deals with the same situation: more requests than capacity, and pressure to work on the right things first. The question of who gets to decide what right means is trickier than it sounds In most organizations, prioritization happens on the service team's side. Agents triage incoming requests, set urgency…
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How two Marketplace apps support everyday facility services in Jira Service Management
Atlassian tools are often associated primarily with IT support and service desks. In practice, however, many organizations rely on Jira Service Management for a much broader range of internal services, from workplace operations to facility management and everything in between. This story comes from a long-term corporate…
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Self-service in Jira Service Management: what portal customers expect after submitting a request
Self-service in Jira Service Management usually starts with good intentions and often feels straightforward to set up. You create a portal, define request types, add automations, and connect a knowledge base or a chatbot. At that point, it is easy to feel like you are done. From the service team’s point of view, the…
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How can I connect Linchpin and Microsoft Teams?
Hello, I am looking for a solution which connects Linchpin (Confluence based add-on) and Microsoft Teams, so that the scheduled meetings in Teams are visible in Linchpin/Confluence. Do you have any idea how could that happen and if there is an add-on in the Marketplace, which connects Confluence/Linchpin and Teams. I am…
