Eduardo Anflor - MindPro Atlassian Partner

Anyone who administers Jira or Jira Service Management at a large company knows the problem: a ticket comes in, and you can’t tell at a glance who the requester is, which department they belong to, who their manager is, or where they are located. That data exists, but it is locked in the identity provider, out of reach of…

Jira is no longer just for engineering. HR tracks candidates, Marketing runs campaigns, Finance manages approvals, all in Jira. But the reporting usually falls back on one of two options: someone who knows JQL builds the dashboard for them, or the data is exported to a spreadsheet that is out of date by the next meeting.…

When an outage or a wave of similar requests hits, the first questions are always the same: who reported this, which department are they in, which office are they in, and who else is probably affected? Those answers exist in your identity provider. In Jira, the agent usually has to leave the issue, open the directory, and…

We know JSM is no longer just for IT queues. HR uses service request forms for onboarding, Finance for expense approvals, Marketing for campaign requests—and it all lands in the same Jira instance used by the engineering team. The problem: reporting is still designed for Jira power users. If the HR team wants to know how…

Right after an acquisition, IT is usually still untangling two of everything — two Slack workspaces, two device fleets, and almost always two identity providers, because merging Okta into Entra ID (or vice versa) takes months, not days. Meanwhile, people from the acquired company are already opening tickets, and Jira has…

When a customer, an auditor, or your own leadership asks "prove we hit SLA last quarter," what usually happens next is a scramble: export tickets, open a spreadsheet, manually calculate response and resolution times, format a deck — and hope nothing changed since the export. That's a bigger risk than it looks. A number…

Every identity-sync app pulls sensitive data out of your identity provider — job title, department, manager, sometimes more — and drops it into your Jira instance. Most teams install these apps for convenience and never ask the follow-up question a security review eventually asks: where does that data actually get hosted,…

Every company has "that person": the only one who knows the right JQL, the right filter, and how to keep the report that leadership checks every Monday running. When they go on vacation, switch teams, or are simply too busy, the report stalls — and someone ends up asking, once again, for a manual status update over email…

Every JSM admin has lived this: an approval request sits idle for hours — sometimes days — because the system doesn't know who the requester's manager is. The requester waits, the SLA clock keeps running, and someone on the support team wastes time manually hunting down "who approves this" in Entra ID or Okta. It's one of…

Hi there. I am creating a new JSM report using a "Time to First Response" series and I would like to know what business rules the report uses to calculate the average time and breach Examples: * It seems that, when the issue is in a "Done" status category, the report does not count as a breach, even if the "Time to First…

Resolve user requests fast and efficiently: this is the goal of every support and IT team using Jira and Jira Service Management. But the problem is: sometimes your team doesn't have in a ticket request all the user information needed to get the work done. When this happens, to get the data, they need to search and switch…

Delivering a better experience to our customers is core to MindPro. When we recently rebranded, we also decided to improve our apps to make them even more valuable and easier to use. Having this in mind, we are proud to announce that ContractsPro is now MindPro Service Contract Management (SCM). This is not only a name…

Managing services end-to-end, optimizing efforts to deliver the best services to customers. This is what team leaders and managers want to achieve. When using a tool like Jira, it is important to put all data together to get quick results and make better decisions. When managing Delivery or Operations teams, there are…

When managing service contracts it is important to take every value into consideration so we can calculate gross margin and gross profit accurately. There are some costs related to hourly rates and revenues that come from the contract value itself. But there are also additional values that come from other activities that…

When customers hire you to perform certain services, it is common to do that using a service contract. The contract value is the amount the customer will pay you for and the billing model can be usually Fixed-Price or Time & Materials. In both cases, controlling how much your team costs is essential to get a profitable…

The manager’s daily activities include a list of challenges to reach high levels of efficiency for their teams. Part of these challenges is related to how to deal with the worklog systems since needs are often related to find a solution that allows to: * Select what activities are billable and what are non-billable and…

Missing deadlines is one of the biggest problems every team lead wants to avoid when dealing with managed services. When the customer contracts your company to help with IT services it is expected that the executed hours do not exceed the contracted ones. Internally, you also should have ways to monitor the progress of a…

IT Service providers work with the cutting-edge technologies and concepts to deliver the best for their customers. When working with managed services it is important to keep everything on track. There are many perspectives involved: contract accounts, recurrence, billing, team efforts, etc. Sometimes is hard to make…

One of the most important parts of a decision-making process is related to the level of information you can obtain to report your results. The format these information are presented is also fundamental to help leaders to get the projects on track and keep team’s productivity high. When leaders are not able to track the…

It happens all the time: when planning project activities managers and team leaders tend to give more attention to the billable efforts, those ones the customers will pay for. But we all know projects are more than that. During the daily activities teams perform internal tasks that are also important for the project such…

Plan and track how teams spend their time and effort may represent a rocket science for many team leaders. Not rarely they need to deal with a considerable amount of variables to “hit the target” when consolidating results. This is particularly hard to do in Jira because although the tool allows many users from different…

Imagine this scenario: You are a team manager in a company that provides managed services for different customers. These customers develop different solutions and rely on your company to support them. So your customers’ customers call you directly to resolve bugs they find, trouble tickets, change requests, system…

If your company uses Jira and Tempo and deals with managed services, you probably felt the need to have contracts with a recurrence feature to better track your services on a monthly basis, for example. Manually tracking issues and worklogs every month to consolidate the amount of executed services to invoice your…

Vários gerentes sabem que é um verdadeiro desafio (às vezes um pesadelo) lidar com vários contratos de serviço no Jira e transformar cada hora de trabalho em uma hora faturável. Você está enfrentando o mesmo desafio? Leia este artigo e veja como você pode resolver esse problema hoje! https://lnkd.in/g4HZMn

For several managers it’s a real challenge (sometimes a nightmare) to deal with multiple service contracts and turn every working hour into a billable hour. This is crucial to make projects and service contracts profitable and, as a consequence, build a profitable business. This is specially hard when you need to…

A problem people may face when managing contracts with Tempo accounts in Jira is that there is no way to create contracts and monitoring hours consumptions tied do these accounts. This app connects all this information into contracts and, based on the worklogs, track the progress for billable or non-billable accounts.…

I am working in a prototype app to manage service contracts in Jira/Jira Service Desk. This will allow users to control and be informed about expiration dates or limits (hours, issues) for contracts that are linked to issues. Other features will be added later. Please, access www.mindproapps.com and leave your feedback. It…