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The following table shows the relative performance as the load increases for each Confluence instance configuration: Confluence Server, two node Confluence Data Center, and four node Confluence Data Center. The table shows the response time relative to the baseline response time which we determined to be Confluence Server with sixteen browsers. 

Today’s Friday Favorite is a helpful solution for my fellow Jira admins who have struggled to achieve a streamlined, standardized practice to escalate support requests to development. This dynamic duo of apps can automate a cumbersome and easily fumbled process, and, in turn, help you achieve those always important SLAs and time-to-resolution goals.

The very useful CallCenter for Jira Service Desk app allows customers to easily initiate new service requests over the phone, either by talking to an agent directly or through guided voice prompts. These requests are filled in with the same fields, issue types, and SLAs as standard web-based tickets, and placed into the same Service Desk queue.

Then, when a support ticket with a “bug” issue type enters a queue, Create on Transition for Jira can be triggered to automatically create a linked issue in the relevant project, pre-populate the fields, and add labels, assignees, watchers, attachments, comments, and more. Countless hours and valuable resources saved! :)

To bring this process full circle, because both the service ticket and development issue are linked from the start, the service desk agent can quickly navigate between issues to stay informed on the status of the bug fix. Plus, after configuring a simple Jira setting, agents can be automatically notified when a developer resolves a linked issue as “fixed,” and then follow up with the customer. As a result, communication between support and development teams improves, and nothing gets lost in the shuffle.

So, if your admins, engineers, and service desk agents are spending valuable time creating and linking issues and checking on bug fix statuses, then it may be time to take a look at these two handy apps on the Atlassian Marketplace.

Now, go have a great weekend! :)