In today’s fast-paced and complex product development environments, effective requirements management is crucial. Codebeamer, developed by PTC, is a robust Application Lifecycle Management (ALM) platform that offers comprehensive requirements management capabilities. It enables organizations to manage requirements efficiently, ensuring traceability, collaboration, and compliance throughout the product lifecycle.
What is Codebeamer?
Codebeamer is an integrated ALM solution designed to support the entire software and product development lifecycle. It provides tools for requirements management, risk management, test management, and more, all within a single platform. This integration facilitates seamless collaboration among cross-functional teams and ensures that all aspects of product development are aligned.
Key Features of Codebeamer Requirements Management
End-to-End Traceability Codebeamer offers comprehensive traceability, linking requirements to design, development, testing, and release artifacts. This ensures that every requirement is accounted for and validated throughout the development process.
Real-Time Collaboration The platform enables real-time collaboration among stakeholders, allowing teams to discuss, review, and approve requirements efficiently. This collaborative approach reduces misunderstandings and accelerates decision-making.
Customizable Workflows Codebeamer provides customizable workflows that can be tailored to an organization’s specific processes. This flexibility ensures that the tool adapts to existing methodologies, whether Agile, Waterfall, or hybrid approaches.
Compliance Support With built-in templates and support for industry standards such as ISO 26262, DO-178C, and FDA regulations, Codebeamer simplifies compliance management. It helps organizations maintain audit trails and generate necessary documentation with ease.
Integration Capabilities Codebeamer integrates with various tools like Jira, GitHub, and MATLAB Simulink, facilitating a cohesive development environment. This interoperability ensures that teams can continue using their preferred tools while benefiting from Codebeamer’s robust requirements management features.
Benefits of Using Codebeamer for Requirements Management
Improved Efficiency: By centralizing requirements and related artifacts, Codebeamer reduces redundancy and streamlines processes.
Enhanced Quality: The platform’s traceability and validation features help in identifying and addressing issues early, leading to higher-quality products.
Risk Mitigation: Integrated risk management tools allow teams to identify potential risks associated with requirements and implement mitigation strategies proactively.Justinmind |
Faster Time-to-Market: Efficient collaboration and streamlined workflows contribute to reduced development cycles and quicker product releases.
Regulatory Compliance: Codebeamer’s compliance support ensures that products meet necessary regulatory standards, reducing the risk of non-compliance penalties.
Use Cases
Automotive Industry: Managing complex requirements for safety-critical systems, ensuring compliance with ISO 26262.
Medical Devices: Tracking requirements and validation processes to comply with FDA regulations and ISO 13485.
Aerospace: Handling stringent requirements and maintaining traceability for DO-178C compliance.
Software Development: Facilitating Agile methodologies with customizable workflows and real-time collaboration.
Why Codebeamer Is a Game-Changer for Requirements Management
Managing requirements in complex product development isn’t just about storing specifications—it’s about ensuring quality, speed, safety, and collaboration. With comprehensive Codebeamer services, organizations can achieve all this and more, thanks to its powerful features designed for end-to-end product lifecycle management.
1. Eliminate Redundancy and Gain Efficiency
The Challenge: Most teams spend hours chasing updates, re-entering the same data into multiple tools, or managing disconnected spreadsheets.
The Codebeamer Way: With a centralized, web-based platform, Codebeamer brings all your requirement artifacts, change requests, traceability links, and workflows under one roof. That means fewer handoffs, reduced duplication, and less room for error.
The Impact: You save time. You reduce administrative load. You work smarter—not harder.
2. Build Quality into Every Stage
The Challenge: Late-stage defect discovery leads to missed deadlines and blown budgets.
The Codebeamer Way: By offering end-to-end traceability and real-time validation, Codebeamer helps your team catch gaps or misaligned requirements early. You can trace each requirement to its corresponding test case, risk entry, or implementation ticket—right from the start.
The Impact: Better oversight. Fewer bugs. Higher-quality products shipped faster.
3. Manage Risk Before It Becomes a Crisis
The Challenge: In regulated or safety-critical environments, unidentified risks can lead to compliance failures or worse—product recalls.
The Codebeamer Way: Codebeamer ALM includes built-in risk management capabilities. Whether you’re doing FMEA, hazard analysis, or impact assessment, you can link risks directly to requirements and mitigation plans. And since everything is traceable, you have full visibility and control.
The Impact: Proactive risk management that keeps your product safe—and your auditors satisfied.
The Challenge: Complex approval chains and uncoordinated teams delay progress.
The Codebeamer Way: Thanks to integrated workflows, customizable review cycles, and real-time stakeholder updates, your team can collaborate fluidly—without waiting on emails or meetings. With automated notifications and permissions, everyone sees what they need, when they need it.
The Impact: Faster sprints. Shorter release cycles. Products reach the market sooner.
5. Stay Audit-Ready and Compliant
The Challenge: Manually preparing for regulatory audits is time-consuming and error-prone.
The Codebeamer Way: Whether you’re building medical devices (FDA 21 CFR Part 11, ISO 13485), automotive systems (ISO 26262), or avionics (DO-178C), Codebeamer helps you maintain audit-ready traceability. Preconfigured templates and compliance dashboards ensure you meet requirements without reinventing the wheel.
The Impact: No last-minute scrambles. Compliance becomes a by-product of your development process—not an afterthought.
Codebeamer Does More Than Manage Requirements
It empowers engineering teams to:
Break down silos
Collaborate effectively
Manage change with confidence
Deliver safer, compliant, and more innovative products
If your organization deals with high-stakes product development, Codebeamer isn’t just an upgrade—it’s a strategic investment in quality, agility, and future-proofing your lifecycle processes.
Conclusion
Codebeamer stands out as a comprehensive requirements management tool that addresses the complexities of modern product development. As a trusted Codebeamer ALM partner, MicroGenesis leverages its expertise as a digital transformation consultant to help organizations unlock the full potential of Codebeamer. Its robust features—including end-to-end traceability, real-time collaboration, and compliance support—make it an invaluable asset for companies aiming to enhance efficiency, quality, and regulatory compliance in their development processes.
IBM Engineering Requirements Management DOORS – Web Access (DWA) is a web-based client that provides users with the ability to manage, edit, and collaborate on requirements stored in the DOORS database. This comprehensive guide delves into the functionalities of DWA, highlighting its features, benefits, and best practices for effective requirements management.
What is IBM DOORS Web Access (DWA)?
IBM DOORS Web Access (DWA) offers browser-based access to the DOORS database, enabling users to create, analyze, edit, and discuss requirements from various locations, including offices, homes, or while traveling. This flexibility ensures that stakeholders remain connected and productive, regardless of their location.
Key Features of DWA
1. Module Viewing and Customization
DWA, part of the IBM ELM software suite, allows users to control how modules are displayed using the Layout menu. This feature enables customization of views to focus on specific attributes, filters, or sorting preferences, ensuring that users can efficiently access the information most relevant to their tasks.
2. Editing and Managing Requirements
Users can perform various actions within modules, including:
These capabilities ensure that the requirements database remains current and accurately reflects project needs.
3. Linking Related Information
Establishing connections between related requirements is crucial for traceability and impact analysis. In DWA, users can:
Link requirements within the same database to illustrate dependencies or hierarchies.
Create external links using URLs to reference information outside the DOORS database.
Establish collaboration links to artifacts in other applications, especially when integrated with IBM’s Engineering Lifecycle Management (ELM) suite. IBM
4. Collaborative Discussions
Effective collaboration is at the heart of successful requirements management. DWA facilitates this through its Discussions feature, allowing stakeholders to:Wikipedia+2IBM+2Jazz.net+2
Initiate discussions at both the module and object levels to address specific concerns or suggestions.
View and contribute to ongoing discussions, ensuring that all voices are heard and considered.
Sort discussions by author, status, or latest comment, making it easier to track and manage feedback.
Benefits of Using IBM DOORS Web Access (DWA)
IBM DOORS Web Access (DWA) significantly enhances the way teams manage, edit, and collaborate on requirements across complex projects. Here’s how DWA benefits organizations striving for better visibility, traceability, and stakeholder engagement.
1. Enhanced Accessibility
Key Benefits:
Access requirements from any web browser—no desktop installation required
Ideal for remote teams and distributed stakeholders
Reduces IT overhead for client-side setup
DWA allows users to interact with DOORS requirements using just a web browser, removing the dependency on local software installation. Whether team members are working from an office, at home, or on the go, they can securely access project data in real time. This increases project velocity and ensures that all stakeholders, regardless of location, are aligned on the most current requirements and decisions.
2. Improved Collaboration
Key Benefits:
In-context discussion threads tied to specific requirements or modules
Promotes real-time feedback and collective decision-making
Enhances transparency and accountability in communication
With the Discussions feature, DWA enables collaborative conversations directly within the requirements environment. Stakeholders can comment on specific objects or modules, facilitating real-time feedback loops without the need for external communication tools. This improves alignment, reduces misunderstandings, and ensures that all feedback is contextually captured—enhancing both the accuracy and quality of the requirements.
3. Seamless Integration
Key Benefits:
OSLC-based integration with IBM ELM and third-party tools
Enables end-to-end traceability across the development lifecycle
Supports compliance and audit requirements in regulated industries
DWA supports Open Services for Lifecycle Collaboration (OSLC), allowing it to integrate easily with other IBM Engineering Lifecycle Management tools like Rational Team Concert and Engineering Test Management. These integrations allow requirements to be linked with work items, test cases, change requests, and system models—creating a continuous digital thread. This is essential for teams working in regulated environments, where demonstrating traceability from requirement to delivery is a compliance necessity. Partnering with an experienced IBM ELM Consultant ensures these integrations are effectively implemented, maximizing traceability and regulatory compliance.
4. Efficient Requirements Management
Key Benefits:
Centralized editing, filtering, and linking of requirement artifacts
User-friendly interface with layout customization and filtering
Increases team productivity and reduces rework
DWA simplifies the complexities of requirements engineering by offering a centralized platform for managing and composing requirements. Teams can quickly add or modify objects, create structured hierarchies, and apply relationships between artifacts—all within an intuitive, browser-based UI. Filtering and layout customization further enhance navigation and focus, enabling users to manage large volumes of data more efficiently. As a result, DWA reduces administrative burden, minimizes errors, and ensures consistency throughout the project lifecycle.
Ensure that all requirements are up-to-date by regularly reviewing and editing them as needed. This practice helps maintain the accuracy and relevance of the requirements database.
2. Utilize Discussions for Feedback
Encourage stakeholders to use the Discussions feature to provide feedback and discuss requirements. This collaborative approach promotes transparency and collective decision-making.
3. Establish Clear Linking Strategies
Develop a clear strategy for linking related requirements and artifacts. Consistent linking practices enhance traceability and facilitate impact analysis.www.slideshare.net+6IBM+6MicroGenesis TechSoft+6
4. Leverage Integration Capabilities
Take advantage of DWA’s integration capabilities to connect with other tools and systems. This integration supports a cohesive and streamlined requirements management process.
Conclusion
IBM Engineering Requirements Management DOORS – Web Access (DWA) is a powerful tool that enhances the management, editing, and collaboration of requirements within the DOORS database. As part of IBM ELM Solutions, it offers web-based accessibility, robust features, and seamless integration capabilities. MicroGenesis, a leading digital transformation company, helps organizations implement and optimize DOORS Web Access to drive efficiency, collaboration, and precision in requirements management.
In a world of increasing workloads, faster service expectations, and growing complexity, automation has become more than a luxury—it’s a necessity. Jira Service Management (JSM) offers powerful no-code automation features that empower teams to eliminate repetitive tasks, streamline workflows, and focus on what really matters: solving problems and helping users.
This comprehensive guide explores everything you need to know about automation in Jira Service Management—from key concepts to practical use cases and implementation tips.
Table of Contents
Introduction to Jira Service Management Automation
1. Introduction to Jira Service Management Automation
Jira Service Management, developed by Atlassian, combines ITSM features with modern support workflows. Automation in JSM allows teams to streamline tasks without writing code—just by using built-in triggers, conditions, and actions.
Whether it’s automatically assigning issues, closing inactive tickets, or notifying users when SLAs are about to breach, automation improves team responsiveness, accountability, and efficiency.
2. Why Automate in Jira Service Management?
Automation in Jira Service Management (JSM) is more than just a convenience—it’s a strategic advantage. In today’s fast-paced digital environments, support teams are under pressure to resolve issues faster, maintain compliance with service-level agreements (SLAs), and deliver exceptional user experiences. Manual processes simply can’t keep up with these growing demands.
By leveraging automation in JSM, teams can optimize workflows, eliminate bottlenecks, and ensure consistency across their support operations. Below are the key reasons automation is essential in JSM:
a. Reduces Manual Work
Many service requests and operational tasks are repetitive—assigning tickets, sending notifications, updating statuses, or following up on inactivity. Automation helps eliminate these manual steps, freeing up valuable time for service agents to focus on more strategic, human-centric tasks such as problem solving, root cause analysis, and relationship building.
b. Improves SLA Compliance
SLA (Service Level Agreement) violations are often the result of delayed responses or forgotten escalations. Automation helps prevent breaches by triggering timely actions like reassignments, alerts, or reminders when SLA thresholds are approaching. This proactive approach ensures compliance and builds trust with stakeholders and end users.
c. Accelerates Issue Resolution
By automatically routing tickets to the right people, prioritizing urgent requests, and enabling instant follow-up actions, automation significantly reduces the time it takes to resolve issues. This not only improves efficiency but also helps teams handle larger volumes of support requests without compromising quality.
d. Enables Consistent Workflows
Manual processes are prone to human error and inconsistencies, especially in large teams. Automation ensures that each issue or service request follows the same structured path—regardless of the agent handling it. This consistency is crucial for reporting, compliance, training, and delivering reliable customer service.
e. Improves Customer Satisfaction
Customers expect fast, accurate, and transparent support. Automation allows for timely updates, automatic acknowledgments, and follow-up communications. By reducing wait times and ensuring smooth resolution processes, automation enhances the overall customer experience—leading to higher satisfaction scores and long-term loyalty.
3. Key Concepts of JSM Automation
To effectively build and manage automation in Jira Service Management (JSM), it’s essential to understand the foundational components that make up each automation rule. These elements work together to create intelligent, event-driven workflows that reduce manual effort and enhance operational consistency.
Below are the six key concepts at the core of JSM automation:
a. Triggers – When Does the Rule Begin?
A trigger is the event that initiates the rule. Think of it as the starting point—the moment when Jira should “wake up” and begin executing your automation.
Triggers can be based on a variety of system events, such as:
Issue created
Issue transitioned to a new status
A comment is added
A field is updated
SLA is about to breach
On a scheduled basis (e.g., daily or weekly)
You can even combine scheduled triggers with JQL (Jira Query Language) to find and act on issues that meet specific criteria—like tickets inactive for more than 5 days.
Example:
When a customer submits a support ticket (trigger: “Issue created”), the automation rule could assign it to the appropriate team.
b. Conditions – Should the Rule Continue?
Once a rule is triggered, conditions act as filters. They allow you to specify whether or not the rule should continue based on certain issue attributes or user actions.
Common conditions include:
Issue type is “Incident”
Priority is “High”
User is in a specific group
Issue status is not “Closed”
If a condition isn’t met, the rule halts immediately. This ensures that actions are only executed when they’re appropriate and avoids unnecessary or incorrect changes to issues.
Example:
Only escalate a ticket if its priority is “Critical” and the issue has not been updated in 24 hours.
c. Actions – What Should the Rule Do?
Actions are the result of your automation rule. These are the operations performed when all conditions are met. Actions can modify issues, notify users, or even create new tasks automatically.
Examples of actions include:
Assign the issue to a specific user
Transition the issue to “In Progress”
Send an email or Slack message
Add a comment to the issue
Create a related issue in another project
Actions are the real “doers” of your automation rules and are essential for bringing workflow logic to life.
Example:
If a high-priority ticket hasn’t been responded to within two hours, notify the team lead via email and update the SLA comment field.
d. Smart Values – Dynamic Content at Scale
Smart values are powerful placeholders that allow you to reference issue data dynamically within your automation rules. This enables customized messages, updates, and decision-making based on real-time information.
Common smart values:
{{issue.key}} → Displays the issue key (e.g., “JSM-1024”)
{{issue.summary}} → The summary or title of the issue
{{issue.reporter.displayName}} → Name of the person who reported the issue
{{now}} → The current date and time
You can use smart values in action components like email bodies, comments, or field updates.
Example:
“Hello {{issue.reporter.displayName}}, your ticket {{issue.key}} has been resolved. Thank you for reaching out!”
Smart values can even perform calculations or extract values from custom fields, making your rules more intelligent and contextual.
e. Rule Actor – Who Is Performing the Automation?
The rule actor is the user account under which the automation rule is executed. This is important for permissions and visibility—because if the actor lacks the required permissions to perform a task (like adding a comment), the rule will fail.
By default, the rule actor is set as “Automation for Jira”, which behaves like a service account. However, you can assign the rule to run under a specific user or admin account when more granular control is needed.
The rule actor must have the appropriate project and global permissions to carry out the actions defined in the rule.
f. Audit Logs – Monitor and Debug Automation
Each automation rule in Jira comes with its own audit log, allowing you to track when a rule was triggered, what actions were executed, and whether they were successful.
Audit logs are critical for:
Troubleshooting errors or failed actions
Understanding how often a rule runs
Confirming that automation behaves as expected
Optimizing rule performance and accuracy
Logs can be viewed:
Per rule
Across a specific project
At the global site level (for global admins)
Tip:
Always check audit logs after deploying new rules or making changes to existing ones to validate their impact.
Summary
Concept
Description
Trigger
Defines when the rule starts
Condition
Filters whether the rule continues
Action
Executes changes or tasks
Smart Value
Dynamic placeholders for issue data
Rule Actor
The user identity that performs the automation
Audit Log
Records rule execution and results
Understanding these core concepts will set you up for success in designing effective, reliable, and scalable automation workflows in Jira Service Management.
4. How to Access Automation Settings in Jira Service Management
Before you can start creating powerful automation rules in Jira Service Management (JSM), you need to know where to find and manage these settings. Fortunately, our Atlassian consulting has made accessing the automation engine in JSM straightforward, even for users without technical expertise.
Follow the steps below to locate and use the Automation panel within your Jira project.
Step-by-Step Instructions:
a. Navigate to Your Project
Start by logging into your Jira instance and selecting the specific project where you want to implement automation. This could be a service desk for IT support, HR, facilities, or any other team using JSM.
You must have Project Admin permissions to access and modify automation settings.
b. Go to Project Settings
Once you are inside the project dashboard, look to the left-hand sidebar. Scroll down until you see the Project settings section (usually marked by a gear icon).
Click on Project settings to reveal more configuration options.
c. Click on Automation
Under Project settings, locate and select the Automation tab. This is your control panel for creating, viewing, editing, and managing all automation rules within the selected project.
If you’re using Jira Service Management Cloud, the Automation section will display both project-specific rules and shared/global rules depending on your admin access level.
d. What You’ll See on the Automation Dashboard
Once inside the automation panel, you’ll be presented with the following:
A list of existing rules (if any)
Status indicators showing if a rule is active, inactive, or has unpublished changes
An option to create a new rule using the “Create rule” button
Audit log access to check when rules were triggered and what actions they performed
Filtering tools to search for specific rules or sort by status
Rule configuration and editing options for each listed rule
e. Choose Between Project-Level and Global Automation (Optional)
If you’re a Jira administrator, you can also access global automation settings by navigating to:
Settings → System → Global automation
From there, you can manage automation across multiple projects—ideal for enforcing consistency at scale or managing cross-project workflows.
Benefits of Accessing Automation Settings
Accessing the automation settings opens the door to:
Simplifying repetitive tasks
Aligning with business logic
Enforcing SLA compliance
Improving support response times
Building scalable workflows across teams
5. Creating an Automation Rule (Step-by-Step)
Here’s how you build a basic automation rule:
Example: Auto-Assign New Issues
Step 1 – Trigger:
Select “Issue Created”
Step 2 – Condition (Optional):
Add a condition to check if priority = High
Step 3 – Action:
Choose “Assign Issue” and assign it to the team member with the least workload
You can save and test the rule immediately.
6. Common Use Cases
a. Auto-Assign Issues to Team Members
Automatically assign new requests to agents based on workload, round-robin, or expertise.
Benefits:
Faster ticket resolution
Reduced idle time
Balanced workloads
b. Auto-Close Inactive Tickets
Automatically close tickets that haven’t received a customer response for a set period.
Rule setup:
Trigger: Schedule (e.g., run daily)
Condition: No comment in 5 days
Action: Transition to “Closed” and add comment explaining closure
c. Reopen Closed Tickets When Customers Respond
Ensure customers don’t feel ignored if they comment after their issue is resolved.
Rule setup:
Trigger: Issue commented
Conditions:
Status is “Closed”
Comment author is reporter
Action: Reopen issue and notify agent
d. Escalate SLA Breaches
Notify managers or reassign issues if SLAs are at risk.
Automatically generate related tasks based on ticket contents. For instance, auto-create a development task in Jira Software when a bug is reported.
7. Advanced Features
Smart Values
Use smart values to dynamically pull in issue data:
{{issue.key}} → displays issue key
{{issue.fields.priority.name}} → shows priority
{{issue.reporter.displayName}} → shows reporter’s name
Audit Logs
Audit logs show:
When a rule ran
What actions were performed
Success/failure status
Error messages (for debugging)
Find them under the rule detail page or globally.
Integrations
JSM automation integrates with tools like:
Slack – send updates to channels
Confluence – auto-generate documentation
GitHub/Bitbucket – create dev issues
Okta/Zoom – streamline onboarding workflows
8. Best Practices for JSM Automation
Start simple: Focus on one or two use cases and iterate
Use clear naming: For rules, triggers, and comments
Limit scope: Use conditions to avoid broad actions
Review audit logs regularly: Catch and correct issues early
Test in staging: For complex rules, test before enabling
Educate your team: Make sure they understand what’s automated
Document your rules: Maintain a record of rules and their purpose
Conclusion
Automation is a game-changer in Jira Service Management—empowering teams to eliminate repetitive tasks, speed up service response times, and enhance user satisfaction, all without writing a single line of code. With automation, your team doesn’t just work faster—it works smarter.
At MicroGenesis, a Platinum Partner and trusted expert in Jira consulting Services, we help you unlock the full potential of automation to streamline your IT operations. Whether it’s setting up auto-assignment rules or building complex, scalable workflows using smart values, our expertise ensures your processes are optimized for efficiency and growth.
Choose MicroGenesis—your partner in intelligent automation and the Best IT Company for transforming service management into a strategic advantage.
10. FAQ
Q: Can I use automation in Jira Service Management Data Center?
A: Yes, automation features are available in both Cloud and Data Center versions.
Q: Who can create automation rules?
A: Project admins can create rules within their project. Global admins can create rules across projects.
Q: Is JSM the same as Jira Service Desk?
A: Jira Service Desk was rebranded as Jira Service Management and includes more advanced ITSM capabilities.
Q: Does JSM include a knowledge base?
A: Yes, it integrates seamlessly with Confluence for knowledge management.
Q: Can I schedule rules?
A: Yes, using the “Scheduled” trigger, you can create time-based rules.
Want to streamline IT workflows, automate ticket triage, and boost agent efficiency?
Jira Service Management has you covered—with automation that adapts to your needs.
The traditional service desk, once a simple ticketing system, is undergoing a dramatic transformation. Driven by advancements like artificial intelligence (AI), chatbots, and automation, Jira Service Management (JSM) is at the forefront of this evolution, empowering organizations to deliver exceptional service experiences in the digital age.
Unlocking Efficiency with Intelligent Automation:
Imagine a service desk that intelligently categorizes tickets, assigns them to the right agents, and even suggests solutions based on historical data. JSM’s machine learning-powered automation capabilities handle repetitive tasks like data entry and first-level troubleshooting seamlessly. This frees up agents to focus on complex issues, proactive problem-solving, and providing personalized support.
At MicroGenesis, as trusted Atlassian partners, we leverage these advanced Atlassian solutions to enhance your service desk operations. Our expertise ensures that your organization benefits from the full potential of JSM’s intelligent automation, driving efficiency and excellence in service delivery.
Conversational AI: Revolutionizing User Experience
Gone are the days of frustrating phone menus and long wait times. Virtual Agents powered by AI are becoming the preferred way for users to interact with service desks. JSM seamlessly integrates with these agents, allowing users to get instant answers, submit tickets, and track progress in a natural, conversational manner. This 24/7 accessibility not only improves user satisfaction but also reduces the burden on human agents.
AI-powered Insights: Unraveling the Conversation
Struggling to sift through lengthy comment threads within JSM issues? JSM (in Premium and Enterprise plans) offers “Issue Comment Summarization” powered by Atlassian Intelligence. This AI tool condenses the conversation, highlighting key points like meetings, progress made, and critical discussions. This feature saves agents valuable time by providing a concise overview, allowing them to focus on efficient issue resolution. However, remember that the summary is temporary and disappears when you navigate away from the specific issue.
Similar Requests Feature: Streamlining Service Delivery
Ever feel like you’ve seen a similar request before? JSM’s “Similar Requests” feature helps agents quickly identify past tickets with similar characteristics. Utilizing Natural Language Processing (NLP), it analyzes titles and descriptions to suggest relevant past requests. This feature allows agents to leverage existing solutions, saving time and improving service delivery.
At MicroGenesis, our experienced Atlassian consultants help you make the most of this powerful feature. As Atlassian Platinum Partners, we provide top-tier support and guidance, ensuring your team benefits from efficient, streamlined service delivery with JSM’s advanced capabilities.
Empowering Users with Self-Service
A modern service desk empowers users to help themselves. JSM’s robust knowledge base and self-service portal provide users with easy access to relevant articles, FAQs, and step-by-step guides. This allows them to find solutions independently, reducing the number of support tickets and improving overall efficiency.
Unified Platform for Holistic Service Management
JSM goes beyond basic ticketing. It seamlessly integrates with other Atlassian tools like Confluence, Jira Software, and Opsgenie, creating a unified platform for all your service management needs. This holistic approach breaks down silos, fosters collaboration, and streamlines workflows across different departments.
Embrace the Future of Service Desks
JSM is not just a service desk solution; it’s a platform that empowers organizations to embrace cutting-edge technologies and deliver exceptional service experiences. By implementing AI, chatbots, and automation, organizations can create agile, proactive, and user-centric service desks well-equipped to navigate the ever-evolving IT landscape.
Conclusion
The transformation of service desks through AI and automation is revolutionizing how organizations manage and deliver services. Jira Service Management (JSM) stands at the forefront of this change, offering intelligent automation, conversational AI, and AI-powered insights that enhance user experiences and streamline operations. With features like “Issue Comment Summarization” and “Similar Requests,” JSM enables agents to resolve issues efficiently and leverage past solutions effectively. Its integration with other Atlassian tools like Confluence, Jira Software, and Opsgenie ensures a holistic approach to service management, fostering collaboration and improving overall productivity.
At MicroGenesis, our digital transformation consultants specialize in harnessing the full potential of JSM to drive exceptional service delivery. We provide comprehensive solutions that integrate cutting-edge technologies, allowing organizations to create agile, proactive, and user-centric service desks. Embrace the future of service desks with MicroGenesis and unlock unparalleled efficiency and satisfaction in your service management processes.
Are you ready to revolutionize your service desk? Start your JSM journey with MicroGenesis today!
We are proud to announce that MicroGenesis TechSoft has been awarded as the Fastest Growing Partner in the 2023 Tempo Partner Awards. This prestigious award recognizes our exceptional performance in expanding our customer base and delivering portfolio management solutions to clients using Tempo’s software.
Our partnership with Tempo has been instrumental in delivering value to our customers and expanding our business. Through the use of Tempo’s portfolio management solutions, we have helped our clients improve their project management capabilities and operational efficiency. This award reflects our dedication to delivering high-quality services and solutions to clients, as well as our commitment to investing in our partnership with Tempo.
As a leading software solutions provider, we are committed to continuing our growth trajectory and delivering innovative solutions that help our clients achieve their business objectives. We would like to thank Tempo for recognizing our achievement and look forward to continuing our partnership in the years to come.”
At MicroGenesis, we strive to deliver the best possible solutions and services to our clients. Our partnership with Tempo has allowed us to offer comprehensive portfolio management solutions to clients across industries, helping them manage their projects, teams, and portfolios effectively.
Winning the Fastest Growing Partner award is a testament to the hard work and dedication of our team, as well as our commitment to delivering value to our clients. We are grateful for the recognition from Tempo and for their support in enabling our growth.
As a Fastest Growing Partner, we will continue to focus on expanding our customer base and providing innovative solutions that meet the evolving needs of our clients. We are excited about the opportunities ahead and look forward to continuing our partnership with Tempo.
Once again, we thank Tempo for this award and are proud to be part of their network of over 600 partners, serving more than 28,000 customers globally. We are committed to delivering exceptional services and solutions to our clients and are grateful for the support of our partners and customers.
