Jira Service Desk

Urgent: Critical Vulnerability Found in Jira Products

On Wednesday September 18, 2019, Atlassian announced a critical “template injection vulnerability” in the Jira Importers Plugin that is included with the distribution of Jira and Jira Data Center. In certain cases, this vulnerability allows a remote user with “Jira Administrator” permission to remotely execute code on systems that run a vulnerable version of Jira Server… read more

Urgent: Critical Vulnerability Found in Jira Service Desk Products

On Wednesday September 18, 2019, Atlassian announced a critical “URL path traversal allows information disclosure” vulnerability in Jira Service Desk Server and Jira Service Desk Data Center. By design, Jira Service Desk gives Customer Portal users permission only to raise requests and view issues. This allows users to interact with the Customer Portal without having… read more

CASE STUDY: How AppDynamics Scaled with Jira Service Desk Data Center

When AppDynamics doubled its headcount in two years, the company’s startup culture needed to grow with it. The team managing Jira took on the responsibility of de-siloing teams and information to create an open and transparent culture — and they used Atlassian’s suite of products to do it.… read more

EBOOK: Server vs Data Center

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Many people choose the server deployment option for their Atlassian products because they want – or need – control over their data and infrastructure. But did you know that Atlassian offers another option for customers to deploy on their own servers? This alternative is called Data Center and is designed for customers with missioncritical needs… read more

How to Easily Add Jira Service Desk Project Approvers

By Kevin Lynch Senior Atlassian Engineer When someone requests access to the system, needs new hardware, etc., it’s a common business practice to require an approval from someone higher up (Jira Service Desk Project Approvers) in the organization than the requester. Jira Service Desk understands this and comes with a built-in approval system. With a… read more

Jira Service Desk is So Incredibly Popular and This is Why

  By Dave Theodore Atlassian Team Manager If you’re in the market for a service desk solution, you’re probably wondering if Jira Service Desk is for you. Perhaps whatever you’re currently using to run your service desk just isn’t working for you anymore, is too expensive or is being discontinued by the vendor. Maybe you… read more

Getting Started with an ITSM Knowledge Base

By Josh Knutkowski Senior Atlassian Engineer One of our clients is a huge proponent of Jira Service Desk, Atlassian’s software for tracking and resolving issues. When they first started using Jira Service Desk they had to work hard to talk departments into using it. Now that it has gained traction in their company, department heads… read more

4 Reasons Why Jira Users Love Jira Service Desk

Jira Service Desk

By: Dave Theodore Atlassian Team Manager Over the past few years we’ve found that more and more of our clients are using Atlassian’s Jira. Whether they’ve implemented Jira as a development tool or are taking advantage of one of its other applications (such as tracking business processes and work flows), most have one thing in… read more

If It’s Not in a Help Desk Ticket It Never Happened

Help Desk Ticket

  By Mike Faster President It happens all the time. Joe HelpDeskGuy is walking down the hall minding his own business when he’s waylaid. Someone pulls him into a cubicle and says “I have this little IT problem to show you.” Thinking it’s just a five-minute job, Joe sits down; 45 minutes later a service… read more