Rob Hean Community Champion

Confluence isn't just for tech teams! While it's a go-to for many engineering and support departments, Confluence is a surprisingly powerful tool for marketing teams, especially during those crucial ideation and planning stages. Marketing success hinges on solid planning. But juggling ideas across different tools…

Hey all - this past Monday we got into Jira Service Management Reporting (7% of the exam). Personally, I use JQL and dashboards on a very regular basis, so getting some more time with the built-in reports was a good refresher. The built-in reports offer a starting point for team metrics, but I honestly haven't used them as…

Hey all! I've (finally) decided to earn an ACP certification and decided to start with ACP-420 Jira Service Projects. To help me actually study I've started some free 1 hour live study sessions on Mondays at 6 AM PST and I'd love for you to join in! I'm working through more ways to help support folks who want to learn, but…

Hey all - last week I had a live study session for the ACP-420 Automations (full video embedded below). Automations are found across Jira, Jira Service Management, Jira Product Discovery, and Confluence, automations are your digital assistants, taking over repetitive tasks so you can focus on other things. Personally, I…

Hey all! I got back from an energizing Atlassian Team 25! Beyond the swag (lots of socks this year...) and impressive keynotes, the real highlight was the incredible Atlassian community. Meeting so many people I've only known online or who've engaged with my content was a powerful reminder of the connections we build, even…

55! The number of times I said 'agile' in a recent live learning about how Confluence can support Agile teams. (I had some fun and out a counter on screen, but didn't explain what it was for... Folks got really confused!). It's easy to think agile projects don't need confluence - after all it's a knowledge base, and agile…

Hey team, I'm in a bit of a pickle.. .I've got a JSM Team-managed project with about 10 agents. All the agents have the following: * The default "Agent" role in the project * A JSM license * Access to all tickets (e.g. no restrictions) * Ability to add/change the reporter and/or assignee field 4 of these individuals (all…

If I learned anything last week it's that I didn't pack nearly enough Wizard Oz references into the 'No place like home' live learning! Despite that, it was a great sessions. Check it out here in case you missed it I've also got this shorter video explaining what home pages are Ive realized a lot of groups don't make time…

Hey all, About 50 folks of us had a great time working on our ACP-420 Jira Service Projects certification on Monday! There's some takeaways below, but first I wanted to share the results of our first certification voucher giveaway! (drumroll!) Khan is the luckily winner of our first free voucher! Big News It looks like the…

I always get a thrill when I get to run a live learning session, and back on January 9th I hosted a live learning session on Confluence for support teams (check it out here if you missed it!). The session covered how support teams can leverage Confluence to house their documentation, team information and more. I’ll recap…

Hey all, I've been using JSM for several years and am constantly looking for ways to ensure my agents only end up getting tickets that require a human to help with. Basically I wanted to expand Tier 0 support (self service / knowledge base / etc) to make it easier for customers to get what they need and relieve some stress…

Welcome to September everyone! In many places this begins the changing of the seasons, but before we welcome Fall, let’s remember the end of Summer in style. Our second #AYSTACA saw 90+ folks compete for fabulous prizes (listed below), but more importantly, offered a chance for the community to get together and have some…

Hey all! Long time reader, first time poster. All the documentation for JSM indicates that "knowledge base articles" can be displayed in the help center... it doesn't, however, appear to clarify what "articles" includes. From what I can tell it only includes pages... but hoping for clarification! e.g. if I have a database…