Community resources
Community resources
Community resources
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- Tag: jira-service-desk
Tag: "jira-service-desk"
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🕊️ 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 w...
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🔐 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 B...
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🛠️ 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: ...
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📜 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 ...
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📊 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...
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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? ...
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☎️ 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...
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Hi, Im not sure if this is by design or something is misconfigured, we only seem to be able to view external knowledge base articles in the knowledge base section against the tickets in the age...
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🛠️ 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: ...
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🦌 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 y...
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I have an Issue and I found no way to bypass this problem: I would like to restrict certain requests in the customer portal to certain customer Organizations. In theory, according what...
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🚨 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. Sudd...
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🏭 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 wr...
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🧸 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,...
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🤫 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 chil...
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🎁 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 ...
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📬 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...
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🎨 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....
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✅ 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 Hea...
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At Exalate, we recently published research based on extensive customer conversations about integration challenges. The patterns are striking: 82% are fighting manual copy-paste workflows, 70%...
- App Central
- Discussion
- exalate
- itsm
- jira
- jira-cloud
- jira-service-desk
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🤖 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. ...
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📝 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." Sant...
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📚 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 s...
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Hi community, I need to measure the time a ticket spends between different statuses (e.g., from “Open” to “In Progress”, from “In Progress” to “Resolved”) and also the total time from creation to cl...
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⏱️ 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...
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