Tier 3
5 surprising insights about DevOps and tech support
Tech support is a powerful, multifaceted hub: it can fix or improve products, reduce future customer requests and boost customer satisfaction. But is this feedback actually making its way back to product development? We set out on a mission to see if tech support and development teams were collaborating. To kick it off, we commissioned a never-been-done-before study with HDI, the largest association for technical support professionals, boasting 150,000 members. Here are five findings that might surprise you.
The invisible problem wrecking your productivity and how to stop it
In all of the myriad articles and advice on productivity, there is one evil lurking in our activities, one activity that when mastered, opens the door to potential productivity paradise. When it comes down to it, distractions (or lack thereof) are the real crux of working better. They’re a big culprit behind one of the worst productivity destroyers of the work day: context switching.
Help desk vs. service desk vs. ITSM: what’s the difference? Part 2 of 2
In part 1 of this two-part series, I explained the difference between a help desk and a service desk. Thankfully, the difference between service desk and IT service management (ITSM) is easier to explain – especially when you start with ITSM. ITIL, the most commonly-adopted ITSM best practice framework, describes ITSM as: “The implementation and […]
Introducing Teamder™
Despite the myriad advances in workplace technology, we’re still forming teams the old fashioned way. We pour over org charts. We obsess about bringing the right blend of skills and view points to the table. And we do it all from the top down – until today. Introducing Teamder™ – the latest member of the Atlassian family.
Automating quality checks and Docker containers in a Git workflow
Recently I had the chance to meet the team over at CloudCannon and discuss how they develop their application using Bitbucket and Docker. They’ve faced challenges many other small teams are dealing with in setting up a solid continuous delivery model and ensuring the code released is of the highest quality possible. But thanks to the bitHound Bitbucket add-on and their own custom Bitbucket extension, they were able to create a Git workflow that’s a perfect fit.
How to find your most productive hours
Not all hours are created equal. Sometimes an hour is enough to blaze through a massive project, and other times all you manage is to tiredly send a couple of unimportant emails.
Introducing code search for Bitbucket Server
How often has this happened to you: you see an error message and you’re not sure which part of the code it came from, or you know the function name but you don’t know what repo contains the code for it. “Ghaah!” Many of you’ve been asking for a way to search through your code […]
Top 10 user suggestions addressed by Portfolio for Jira’s live plans
Ever since I joined Atlassian as a product manager for Portfolio for Jira, there is one thing that keeps blowing my mind: the quantity and quality of feedback we’re receiving from you, our users. It’s humbling to see how much effort you put into providing us with great ideas, detailed descriptions of challenges you are […]
Twitter’s 5 tips for a successful knowledge base
Twitter has grown rapidly over the last few years, adding employees, offices, and acquisitions as quickly as the next trending topic explodes and dies away. Growth and change internally puts a burden on the IT team to scale support, and they’ve done that with a robust knowledge base in Confluence. To get the scoop, I sat down with Twitter’s Manager of IT, Alex Stillings, and IT Support Engineer, Alex Hernandez.
Transitioning from full-time school to full-time life
I’m Jamie, one of 80 new graduates to recently join Atlassian as a developer at our headquarters in Sydney. I’m in the middle of transitioning from “full-time study and part-time work” to just “full-time work”. Seems like that should be easy, right? It’s not. It’s hard in all kinds of ways I didn’t expect. Habits and attitudes that worked well for me and my peers during university are now unproductive in full-time life – and possibly toxic.
Inside Atlassian: the secret to legendary service
Back in 2001, our co-CEOs Mike and Scott started a global business from Australia with $10,000 on a credit card. They knew that nothing less than legendary service would be needed to be successful. Service, both external and internal, is part of Atlassian’s DNA. Check out our ebook to get practical tips from Mike on Atlassian’s service culture, a topic that is close to his heart.
Fisheye & Crucible 4.0: improved user management and blame on-demand
We’ve embedded Crowd (our single-sign on offering) in Fisheye & Crucible 4.0. Next, we improved Fisheye’s blame by making it on-demand. Blame information is now showing up only when you ask for it. Pages are also loading faster with the content block more focused on the code than before. We’re excited about this release and confident you will be too by the time you’re done reading this post.
Code Approval Policies Explained
Professional teams that produce quality software and maintainable systems often employ a lightweight process to safeguard the introduction of new or updated code to their stable branches. A code approval policy is an agreement within a single team or an entire organization to follow a set of rules regarding how and when code is accepted […]
Balancing visibility and autonomy: 5 signs you need an agile portfolio management tool
If your company is like ours, you’ve implemented agile development, partly because your teams crave the freedom and flexibility to work the way they want. But you’ve probably noticed that the larger your company grows, the harder it is to keep track of all the ongoing initiatives. Agile portfolio management tools like Portfolio for Jira can help you make sense of what’s going on across your teams and projects. If you’re asking yourself any of these five questions, consider giving it a try.
Why you should use Clojure for your next microservice
There are a few reasons teams choose to implement some piece of functionality as a microservice. To me the most important ones are: This post focuses on the third point above. Freedom in technology choice This is a very important property of a microservices oriented architecture. Microservices are meant to be small. How small is […]