{"id":10865,"date":"2023-06-16T08:04:03","date_gmt":"2023-06-16T06:04:03","guid":{"rendered":"https:\/\/actonic.de\/?p=10865"},"modified":"2023-06-29T08:28:32","modified_gmt":"2023-06-29T06:28:32","slug":"doitsmart-at-atlassian-day-2023","status":"publish","type":"post","link":"https:\/\/actonic.de\/en\/doitsmart-at-atlassian-day-2023\/","title":{"rendered":"#doITSMart at Atlassian Day 2023"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row][vc_column][vc_column_text]<\/p>\n<h2 id=\"META-INF-Atlassian-Day-2023\" data-renderer-start-pos=\"905\">META-INF Atlassian Day 2023<\/h2>\n<p data-renderer-start-pos=\"934\">This year, we traveled to Budapest with a very special mission: to solve your<strong data-renderer-mark=\"true\"> ITSM mysteries.<\/strong> In doing so, we take the data at hand, look for clues, rule out the impossible, and ultimately arrive at the solution to all mysteries. A bit of detective work, like Sherlock Holmes. But even the very best master detective isn&#8217;t nearly as successful without assistance. Everyone needs a sidekick.<\/p>\n<p data-renderer-start-pos=\"1327\">For Holmes, that was Watson.<\/p>\n<p data-renderer-start-pos=\"1358\">For your ITSM puzzles, it&#8217;s <a class=\"css-tgpl01\" title=\"https:\/\/actonic.de\/en\/products\/report-builder\/?utm_source=articleEN&amp;utm_medium=articleEN&amp;utm_campaign=RB-demo-from-article&amp;utm_id=RB-demo-from-article-EN\" href=\"https:\/\/actonic.de\/en\/products\/report-builder\/?utm_source=articleEN&amp;utm_medium=articleEN&amp;utm_campaign=RB-demo-from-article&amp;utm_id=RB-demo-from-article-EN\" data-testid=\"link-with-safety\" data-renderer-mark=\"true\"><strong data-renderer-mark=\"true\">Report Builder.<\/strong><\/a><\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;10866&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221;][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;10868&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221;][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<p data-renderer-start-pos=\"1417\"><a class=\"css-tgpl01\" title=\"https:\/\/marketplace.atlassian.com\/apps\/1216997\/report-builder?tab=overview&amp;hosting=cloud\" href=\"https:\/\/marketplace.atlassian.com\/apps\/1216997\/report-builder?tab=overview&amp;hosting=cloud\" data-testid=\"link-with-safety\" data-renderer-mark=\"true\"><strong data-renderer-mark=\"true\">Report Builder<\/strong> <\/a>is an innovative Jira reporting app, ready to use with numerous report templates to analyze the performance of your ITSM team. During the show, we talked to many visitors at our booth to make detective work easier. There was a chance to show off your skills at our booth game and win some free licenses for ITSM Watson, Report Builder.<\/p>\n<p data-renderer-start-pos=\"1769\">Congratulations to all winners!<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;10870&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221;][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_empty_space height=&#8221;70px&#8221;][vc_single_image image=&#8221;10872&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221;][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h2 id=\"How-to-uncover-the-truth-of-your-ITSM-data\" data-renderer-start-pos=\"1818\">How to uncover the truth of your ITSM data<\/h2>\n<p data-renderer-start-pos=\"1862\">Like last year, Andreas Springer gave a presentation. This year, the topic was <strong data-renderer-mark=\"true\">&#8220;Uncover The Truth About Your ITSM Data &#8211; Performance Reporting Pitfalls Explained.&#8221;<\/strong> Andreas introduced four new ITSM report types from Report Builder and went over how to ask the right questions and choose metrics to ensure your customers are satisfied.<\/p>\n<p>[\/vc_column_text][vc_single_image image=&#8221;10874&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221;][vc_column_text]<\/p>\n<p data-renderer-start-pos=\"2202\"><strong data-renderer-mark=\"true\">Here are the key takeaways from the presentation:<\/strong><\/p>\n<ul class=\"ak-ul\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"2255\"><strong data-renderer-mark=\"true\">ITSM mystery: Is it enough to just look at the number of Jira tickets closed?<\/strong><\/p>\n<ul class=\"ak-ul\" data-indent-level=\"2\">\n<li>\n<p data-renderer-start-pos=\"2336\"><strong data-renderer-mark=\"true\">Watson&#8217;s advice: <\/strong>The amount of new Jira tasks is also essential to track team efficiency. The<a href=\"https:\/\/actonic.atlassian.net\/wiki\/spaces\/ARB\/pages\/6914048379\/Created+vs.+Resolved+Report+How-To\"><strong data-renderer-mark=\"true\"> Created vs. Resolved <\/strong><\/a>report can be used to perform trend analysis of processing and thus avoid backlogs.<\/p>\n<div class=\"css-d1arrr\">\n<div data-type=\"file\" data-node-type=\"media\" data-width=\"1382\" data-height=\"799\" data-id=\"cf877824-2aff-46ba-a3ed-43a2d5f27841\" data-collection=\"contentId-6909263873\" data-file-name=\"Created-vs-Resolved.png\" data-file-size=\"100780\" data-file-mime-type=\"image\/png\" data-alt=\"\" data-context-id=\"6909263873\">\n<div id=\"newFileExperienceWrapper\" class=\"new-file-experience-wrapper css-udpj4u\" data-testid=\"media-card-view\"><\/div>\n<\/div>\n<\/div>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>[\/vc_column_text][vc_single_image image=&#8221;10878&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221;][vc_column_text]<\/p>\n<ul>\n<li data-renderer-start-pos=\"2547\"><strong data-renderer-mark=\"true\">ITSM mystery: Is it enough to ensure a short response time?<\/strong><\/li>\n<li style=\"list-style-type: none;\">\n<ul class=\"ak-ul\" data-indent-level=\"2\">\n<li>\n<p data-renderer-start-pos=\"2610\"><strong data-renderer-mark=\"true\">Watson&#8217;s advice: <\/strong>Response does not mean solution. An automated bot response to a customer question may be a quick return, but is it the solution to the problem? To determine customer satisfaction, you should distinguish between the<a class=\"css-tgpl01\" title=\"https:\/\/actonic.de\/en\/good-response-time-how-to-improve-you-kpis-with-jira\/\" href=\"https:\/\/actonic.atlassian.net\/wiki\/spaces\/ARB\/pages\/6914048555\/First+Reply+or+Response+Time+FRT+Report+How-To\" data-testid=\"link-with-safety\" data-renderer-mark=\"true\"><strong data-renderer-mark=\"true\"> First Reply and First Response<\/strong><\/a> metrics. Our First Reply and First Response report will help you do this.<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>[\/vc_column_text][vc_single_image image=&#8221;10880&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221;][vc_column_text]<\/p>\n<ul>\n<li data-renderer-start-pos=\"2959\"><strong data-renderer-mark=\"true\">ITSM mystery: The main goal is to close tickets quickly, right?<\/strong><\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul class=\"ak-ul\" data-indent-level=\"2\">\n<li>\n<p data-renderer-start-pos=\"3026\"><strong data-renderer-mark=\"true\">Watson&#8217;s advice: <\/strong>Jira tickets should be kept in mind even after they have been closed, as it is not uncommon for customers to reopen them if the initial solution was not satisfactory. The balance between <strong data-renderer-mark=\"true\"><a href=\"https:\/\/actonic.atlassian.net\/wiki\/spaces\/ARB\/pages\/6914244909\/Closed+vs.+Reopened+Report+How-To\">Closed vs. Reopened<\/a> <\/strong>cases shows which solutions are really profitable and where issue management can be optimized.<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>[\/vc_column_text][vc_single_image image=&#8221;10876&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221;][vc_column_text]<\/p>\n<ul>\n<li data-renderer-start-pos=\"3357\"><strong data-renderer-mark=\"true\">ITSM mystery: What if all the metrics are right, but customers are still not satisfied?<\/strong><\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul class=\"ak-ul\" data-indent-level=\"2\">\n<li>\n<p data-renderer-start-pos=\"3448\"><strong data-renderer-mark=\"true\">Watson&#8217;s advice: <\/strong>Studies show that 2 hours of valuable time are lost every time a Jira issue is reassigned within a support team. Accordingly, time to resolution also increases and contact with multiple staff members can also reduce customer satisfaction. Our unique <strong data-renderer-mark=\"true\">Ticket Bouncing Report <\/strong>analyzes how often cases are passed on to other team members. Use this to identify where training, restructuring, or process optimization is needed.<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>[\/vc_column_text][vc_single_image image=&#8221;10882&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221;][vc_column_text]During his presentation, Andreas also explained how to quickly and easily add ITSM reports from Report Builder to your own Jira dashboard:[\/vc_column_text][vc_single_image image=&#8221;10843&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221;][vc_column_text]In addition to numerous export functions (PDF, PNG, CSV, JSON), Report Builder offers the possibility to customize created reports in code, or create your own report from scratch, in addition to its no-coding approach.[\/vc_column_text][vc_single_image image=&#8221;10839&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221;][vc_column_text]And for those who have many ideas but few resources, our <a class=\"css-tgpl01\" title=\"https:\/\/actonic.de\/en\/report-building-service\/\" href=\"https:\/\/actonic.de\/en\/report-building-service\/\" data-testid=\"link-with-safety\" data-renderer-mark=\"true\"><strong data-renderer-mark=\"true\">Report Building Service <\/strong><\/a>is the answer. On request, we will create an individual report type especially for you.[\/vc_column_text][vc_column_text el_class=&#8221;info-box-general&#8221;]In other words, regardless of what detective tool you want to use, Report Builder is your Watson for all cases. Do you have questions and special mysteries to solve? Then feel free to submit your request to our <a class=\"css-tgpl01\" title=\"https:\/\/docs.google.com\/forms\/d\/e\/1FAIpQLSdl3lvfzsP9J2bIKXqAe3Vj7bl47IxSbmoeqpe0_iJF60WCxA\/viewform?usp=send_form\" href=\"https:\/\/docs.google.com\/forms\/d\/e\/1FAIpQLSdl3lvfzsP9J2bIKXqAe3Vj7bl47IxSbmoeqpe0_iJF60WCxA\/viewform?usp=send_form\" data-testid=\"link-with-safety\" data-renderer-mark=\"true\"><strong data-renderer-mark=\"true\">ITSM mystery form<\/strong><\/a>. This will help us gather more clues and make Report Builder even more efficient.[\/vc_column_text][vc_column_text]<\/p>\n<h2 id=\"See-you-soon,-Atlassian-Day!\" data-renderer-start-pos=\"4750\">See you soon, Atlassian Day!<\/h2>\n<p data-renderer-start-pos=\"4780\">The Atlassian Day 2023 was once again a great success for our team, which also had a lot of fun. We were especially happy about the lucky winners of our game. But not only they have the chance to have a strong helper at their side. You, too, can test Report Builder for 30 days or arrange a free demo!<\/p>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;90px&#8221;][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Here comes our review from META-INF Atlassian Day 2023. Under the motto ITSM, we presented Jira reporting solutions that will help you analyze your Jira data!<\/p>\n","protected":false},"author":15,"featured_media":10889,"comment_status":"closed","ping_status":"open","sticky":false,"template":"single_cta.php","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[233],"tags":[278,279],"class_list":["post-10865","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles-it-news","tag-actonic-en","tag-atlassian-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>#doITSMart at Atlassian Day 2023 - Actonic \u2013 Unfolding your potential<\/title>\n<meta name=\"description\" content=\"Atlassian Day 2023 Recap \u27a1\ufe0f ITSM Solutions \u2714\ufe0f Jira Reporting \u2714\ufe0f Read Now!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/actonic.de\/en\/doitsmart-at-atlassian-day-2023\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"#doITSMart at Atlassian Day 2023\" \/>\n<meta property=\"og:description\" content=\"Atlassian Day 2023 Recap \u27a1\ufe0f ITSM Solutions \u2714\ufe0f Jira Reporting \u2714\ufe0f Read Now!\" \/>\n<meta property=\"og:url\" content=\"https:\/\/actonic.de\/en\/doitsmart-at-atlassian-day-2023\/\" \/>\n<meta property=\"og:site_name\" content=\"Actonic \u2013 Unfolding your potential\" \/>\n<meta property=\"article:published_time\" content=\"2023-06-16T06:04:03+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-06-29T06:28:32+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/actonic.de\/wp-content\/uploads\/2023\/06\/30-META-INF-Recap-EN.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"628\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Patricia Modispacher\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Patricia Modispacher\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/doitsmart-at-atlassian-day-2023\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/doitsmart-at-atlassian-day-2023\\\/\"},\"author\":{\"name\":\"Patricia Modispacher\",\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/#\\\/schema\\\/person\\\/c700b8aadff4de9c01f096c78149a808\"},\"headline\":\"#doITSMart at Atlassian Day 2023\",\"datePublished\":\"2023-06-16T06:04:03+00:00\",\"dateModified\":\"2023-06-29T06:28:32+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/doitsmart-at-atlassian-day-2023\\\/\"},\"wordCount\":958,\"image\":{\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/doitsmart-at-atlassian-day-2023\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/actonic.de\\\/wp-content\\\/uploads\\\/2023\\\/06\\\/30-META-INF-Recap-EN.jpg\",\"keywords\":[\"Actonic\",\"Atlassian\"],\"articleSection\":[\"IT News\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/doitsmart-at-atlassian-day-2023\\\/\",\"url\":\"https:\\\/\\\/actonic.de\\\/en\\\/doitsmart-at-atlassian-day-2023\\\/\",\"name\":\"#doITSMart at Atlassian Day 2023 - 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