JSM

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Best Practices for Jira Service Management

Patricia Modispacher • 14. December 2023

To fully realize the potential of JSM, it is important to apply efficient best practices. In this article, we present four of the most important ones.

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Automatically add JSM request participants in Jira with security levels

Patricia Modispacher • 4. August 2022

You want to add your Jira Service Management request participants to Jira Software automatically, but a security scheme prevents this? We have found a simple and efficient way to overcome this roadblock. Read now!

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Apply JSM approval workflow changes to pending status tickets

Patricia Modispacher • 4. May 2022

If you change the approval workflow in Jira Service Management, you have to make sure that the new settings are also transferred to tickets in pending status. Bulk changes unfortunately do not work at this point. In this exclusive tip, we will show you how to successfully transfer the new JSM approval workflow to tickets in pending status!

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ITSM tool: Open Jira service tickets quickly found and resolved

Patricia Modispacher • 22. February 2022

To ensure your ITSM keeps customer satisfaction at a high level, it is necessary to quickly resolve incoming Jira issues and track down tickets that are still open. With a few clicks, you can create a report that shows unresolved Jira service tickets per status, assignees and in days. We will demonstrate how to use the ITSM tool!

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Good response time? How to improve your KPIs with Jira!

Patricia Modispacher • 18. February 2022

The initial response time is an essential key performance indicator to determine the performance of your Jira support team and the resulting customer satisfaction. Use this guide to find out if you have a good response time in Jira in your company. Tips on how to optimize response time included!

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Changing the signature in Jira Service Management

Viktoria Kvindt • 6. July 2021

You're not able to find the setting section for changing your notification signature inside your individual Jira Service Management project? Check out this simple tip to adjust the signature accordingly.

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Customer Support KPI

Viktoria Kvindt • 29. April 2021

SLA, First Response Time and Created vs. Resolved are important key metrics (KPIs) in customer support teams. We explain how you can calculate some of them and what is important to know about KPIs.

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