Blog Entries

21. 03. 2025 Fabrizio Dovesi Atlassian, Service Management

Be a “Whiteboard Blackbelt” to Unleash Effective Collaboration

A brief introduction to Whiteboards, a new tool that facilitates a new form of collaboration between people. Why are we still talking about the documentation problem? In my previous post, we discussed the challenging topic of documentation management within a company, an aspect that’s often underestimated, and not properly rationalized and engineered. Also in this…

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16. 03. 2025 Gabriele Cecco AI, Atlassian, Service Management

Understanding Customer Sentiment in Jira Service Management to enhance support

Customer experience is a crucial factor for the success of any IT support team. Often, agents manage tickets without a clear understanding of the customer’s emotional state, making it difficult to respond appropriately. To tackle this challenge, Jira Service Management has introduced the Customer Sentiment feature, an AI-powered tool that analyzes the customer’s tone to…

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04. 03. 2025 Alessandro Valentini Automation, DevOps, Service Management

Group-aware Reboot with Ansible

Use Case During NetEye Cloud updates we typically have to handle 25+ nodes, updating both OS and Firmware and subsequently rebooting all servers, all without causing downtime. We can of course reboot one node a time, but this would be really time-consuming. The main constraints on reboot are PCS nodes and Elastic layers. In particular…

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05. 02. 2025 Alessandro Romboli Knowledge Management, Service Management

Dynamics 365 Finance & Operations (On -Premises) Connectivity: New Authentication Model

Scenario Dynamics 365 Finance & Operations (On-Premises) is an ERP (Enterprise Resource Planning) solution which can be deployed on physical or virtual servers. It’s the right solution for Companies that don’t want to store their personal data in the Azure cloud. The ERP architecture requires the configuration of a standalone Service Fabric which is connected…

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24. 01. 2025 Antonio Cerullo Knowledge Management, Service Management

Dynamics 365 Finance & Operations (On-Premises) Certificate Rotation

Introduction In this post I’ll describe how to update the certificate used by the Dynamics 365 Finance & Operations on-premises system (which I’ll call D365). This activity is called “certificate rotation” and it was necessary to do on our internal system in December 2024, following the imminent expiration of the company’s wildcard certificate (*.mycompanydomain.com). It’s…

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31. 12. 2024 Gabriele Cecco Atlassian, Service Management

How to Use the New ‘Request Type Groups’ Feature in Jira Service Management

Have you always found Portal Groups in Jira Service Management (JSM) to be useful for organizing and triaging requests, but noticed they couldn’t be used to filter issues? Atlassian has addressed this limitation with a new categorization feature called “Request Type Groups,” which now enables grouping and filtering requests by these groups. This feature may…

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30. 12. 2024 Gabriele Cecco Atlassian, Service Management

How to Schedule Issues with the New Calendar View in Jira Service Management

Jira Service Management now includes a new feature that lets you easily schedule your activities. What? You haven’t activated it yet? No worries, you’re in the right place! Here’s a quick guide to how to enable it and make the most out of it in just a few clicks. How to Enable the Calendar View If…

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29. 12. 2024 Fabrizio Dovesi Atlassian, Service Management

Let’s Repopulate the Community of “Pandas 🐼” Who are Happy with How Their Company Handles Documentation

This post offers a simple and pragmatic way to manage your company’s knowledge base with an SaaS product like Confluence. Why are we always here talking about the documentation problem? The title of this post references the Panda, an endangered animal that has become a symbol of the WWF since its founding in 1961.The panda…

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23. 12. 2024 Mirko Morandini Asset Management, Service Management

GUI-based Setup of GLPI Network Inventory: The Agent Toolbox

GLPI agents have various additional functionalities, from network discovery to remote inventory and ESX inventory. These can be controlled either directly from the command line (see my colleague’s blog https://www.neteye-blog.com/2024/07/glpi-device-discovery/ for some practical examples) or in a centralized way from the server, via the GLPI Inventory plugin (https://www.neteye-blog.com/2024/12/gui-based-glpi-network-inventory-setup-with-the-glpi-inventory-plugin/). There’s also another handy way to configure…

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20. 12. 2024 Giuseppe Di Garbo Atlassian, NetEye, Service Management

Managing Alerts with JSM: Focus on Incident Management (Part 2)

In the first part of this series, we explored how Jira Service Management (JSM) helps streamline Incident Management, aligning with ITIL v4 best practices. Incident Management aims to restore normal service operation as quickly as possible after a disruption, ensuring minimal impact on business operations. Events – changes in the system’s state – can trigger…

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10. 12. 2024 Elena Valgoi Atlassian, Service Management

Atlassian News ~ End of the Year Edition

Welcome, everyone to our ‘End of the Year’ Atlassian News! A lot has happened this year in the Atlassian world, and staying up to date is a big challenge 😵 So… I’m here to do the dirty work for you, and summarize all the latest features and news from the Atlassian ecosystem (you’re welcome😂). So…

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29. 11. 2024 Fabrizio Dovesi Atlassian, Service Management

The Importance of Being…Informed for Finding Your Way across All Jira Products!

This guide will assist you in determining which Jira products are best suited to cover different organizational management perimeters. What’s the origin of this complexity and why do we need to solve it? It’s relatively straightforward for anyone to perceive the complexities of effectively managing an organization. However, it’s also evident that it would be…

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22. 11. 2024 Giuseppe Di Garbo Atlassian, Service Management

Managing Alerts with JSM: Focus on Incident Management (Part 1)

Alerts are critical signals that demand immediate attention to minimize disruptions and maintain smooth operations. Proactively managing alerts throughout their lifecycle is key to effective event-driven workflows, incident response, and business continuity. By leveraging alerting tools within Jira Service Management (JSM), teams can detect and resolve incidents faster, improve collaboration, and enhance service reliability. In…

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14. 11. 2024 Valentina Da Rold Atlassian, Service Management

Take Control of Your Assets from Anywhere with Just a Wave of Your Hand!

Today I want to elaborate on how Jira CMDB (Configuration Management Database) works, and how we successfully integrated it with Stratacom’s Barcode Scanning Solution for Jira Service Management and Assets. The integration of the two should significantly enhance user experience and provide a swift and seamless solution for managing company assets. What Is the Jira CMDB? At its core, the Jira CMDB allows organizations to…

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15. 10. 2024 Fabrizio Dovesi Atlassian, Service Management

Streamline Your Product Roadmap Decision-making Process with Jira Product Discovery

An introduction to the recently released Jira Product Discovery tool and its potential relevance and utility for your team. In what scenarios would this solution offer users a valuable benefit? We’re all familiar with the process of decision-making. We’re also all aware of the challenges that can arise when a decision, such as by product…

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