Boost Productivity with Atlassian Updates

Boost Productivity with Atlassian Updates

Table of Contents

1. Introduction
2. Internal and External Customers in Jira Service Management
   • 2.1 Role-Based Permissions for External Customers
   • 2.2 Segregating Internal and External Customers
3. Improved Quick Search in Jira
   • 3.1 Filter by Last Updated Date
4. Jira Service Management and Atlassian Intelligence
   • 4.1 Introducing Jira Service Management
   • 4.2 Beta Feature: AI Virtual Agent
5. Managing Notifications in Jira
   • 5.1 The Problem with Too Many Notifications
   • 5.2 Encouraging Users to Log into the Tool
6. Conclusion

Internal and External Customers in Jira Service Management

Jira Service Management has introduced a significant update that allows users to differentiate between internal and external customers. This feature, announced by Atlassian earlier this year, provides organizations with the ability to segregate customers who are external to their company, such as existing or potential customers and leads. By assigning a specific role and defining permissions, companies can control what information is accessible to their external customers. Additionally, the update also enables the use of Jira Service Management for internal customers, allowing employees to Raise tickets for issues they encounter within the company. This feature proves beneficial as it allows organizations to tailor the support experience for both internal and external customers, ensuring Relevant information is provided while maintaining data privacy.

Improved Quick Search in Jira

Searching for specific issues in Jira has become more efficient with the introduction of an improved Quick Search feature. When performing a search in Jira, users are presented with a list of issues based on the search parameters entered. With the latest update, users can now further narrow down the search results by utilizing the filter options available in the Quick Search interface. One of the notable filters is the ability to filter by the last updated date. This filter allows users to refine their search based on specific timeframes, such as today, yesterday, past seven days, past 30 days, or even the past year. By providing this level of control over the search results, Jira enhances the user experience and promotes efficiency in finding the desired information or issues.

Jira Service Management and Atlassian Intelligence

Introducing Jira Service Management

Atlassian has been making significant advancements in the field of service management, and Jira Service Management stands as a testament to their commitment. This platform offers organizations a centralized solution for handling service requests, incidents, and change management. By streamlining these processes, Jira Service Management helps teams provide efficient support to both internal and external customers. With features like SLA management, automation, and reporting capabilities, Jira Service Management empowers organizations to deliver exceptional IT service management.

Beta Feature: AI Virtual Agent

One of the latest additions to Jira Service Management is the beta feature called AI Virtual Agent. This feature leverages Atlassian Intelligence to Create virtual agents that can assist in ticket deflection. The concept behind ticket deflection is to encourage users to find information and self-serve rather than raising a ticket for every small query. With the AI Virtual Agent, organizations can configure virtual agents to Interact with users and provide relevant information or guide them to self-help resources, such as articles in Confluence. By automating the support process, organizations can reduce the number of unnecessary tickets, improve response times, and enhance the overall support experience.

Managing Notifications in Jira

The Problem with Too Many Notifications

While notifications play a crucial role in keeping users informed about updates and changes in Jira, excessive notifications can become overwhelming and counterproductive. Many organizations struggle with finding the balance between necessary notifications and avoiding notification overload. Over-reliance on notifications can lead to users treating Jira as an email dispatch system rather than utilizing its full capabilities as an issue tracking and collaboration tool. It is essential to strike a balance by encouraging users to actively log into Jira and find information themselves, rather than relying solely on notifications.

Encouraging Users to Log into the Tool

To address the issue of excessive notifications, it is important to promote a culture of active engagement with Jira. Users should be encouraged to log into the tool regularly to search for information, track their assigned tasks, and contribute to project discussions. By making it easy and intuitive for users to find relevant information within Jira, organizations can reduce the reliance on notifications and promote more efficient collaboration. Configuring Jira to provide users with the necessary tools to navigate and locate information can significantly improve the overall user experience.

Conclusion

In this article, we explored some significant updates and features in the Atlassian ecosystem, primarily focusing on Jira and Jira Service Management. The ability to differentiate between internal and external customers within Jira Service Management allows organizations to tailor their support experience while ensuring data privacy. The improved Quick Search feature in Jira provides users with more refined search options, enhancing the efficiency of issue tracking. Jira Service Management, with the introduction of Atlassian Intelligence's AI Virtual Agent, offers organizations a cutting-edge solution for ticket deflection and improved support processes. Lastly, managing notifications effectively is crucial to strike the right balance between staying informed and avoiding overload. By encouraging users to actively engage with Jira, organizations can maximize its potential as a collaboration and issue tracking tool.

Highlights

• Jira Service Management introduces the ability to segregate internal and external customers, ensuring tailored support experiences and data privacy.
• The improved Quick Search feature in Jira allows for more precise filtering options, improving search efficiency for issue tracking.
• Atlassian's AI Virtual Agent, a beta feature in Jira Service Management, enables ticket deflection and enhances the support experience through automated virtual agents.
• Managing notifications in Jira is crucial to strike a balance between staying informed and avoiding overload, promoting active engagement with the tool.

FAQ

Q: Can the AI Virtual Agent completely replace human support staff? A: The AI Virtual Agent is designed to assist and deflect simple queries, but human support staff are still essential for handling complex and specialized issues.

Q: How can organizations configure Jira to promote active user engagement? A: Organizations can customize Jira's user interface, provide intuitive navigation, and offer training and resources to encourage users to log in and actively explore the tool.

Q: Can the Quick Search filter options be customized to include additional parameters? A: The Quick Search filter options are predefined by Jira, but organizations can utilize custom fields and other Jira features to further refine their search criteria.

Q: How can organizations ensure that customer data is protected when using Jira Service Management for external customers? A: By utilizing role-based permissions and defining access levels, organizations can safeguard customer data, ensuring that only relevant information is accessible to external customers.