Scandio has been a successful Atlassian partner for 15 years, which is a reason for us to celebrate and share our experiences. To review this collaboration, we asked our Scandio team members a few questions about their highlights and learnings.
1. How often do you come into contact with Atlassian tools during your work? What are they?
Christian: Every day, every hour, every minute.
Eva: I actually work with Atlassian tools every day. Mostly with Jira Service Management (incl. Assets, formerly Insight) and Jira Software. But I also use Confluence for documentation and Meeting Notes, with customers but also internally.
Nicolas: Every day! Whether I'm driving various topics in our Topic (organizational unit at Scandio) or working with customers - the Atlassian tools are omnipresent for me. I manage the mapping of migration projects in team-managed Jira Cloud projects. For documentation purposes, I make use of Confluence Cloud, and on occasion, I integrate Jira Service Management (JSM) Cloud to enable the recording of tickets by my project clients. I enjoy conducting workshops using a blend of Miro and Confluence. Our Topic aligns itself with Jira Cloud and Confluence Cloud. By the way, I'm a big fan of the Presenter mode in Confluence Cloud!
Stefan: In the customer context, I work with Atlassian tools daily, with a particular focus on Jira and Insight/Assets. For documenting my work, both for the customer and Scandio, I consistently rely on Confluence. I find the collaborative work feature in Confluence to be fantastic, as it allows multiple individuals to work on a document simultaneously. I frequently utilize this feature when creating protocols, as it enables everyone to contribute their notes and view the notes entered by other participants in real-time.
2. Which are your favourite tools and why?
Christian: Confluence, I'm too anarchistic for Jira.
Eva: I prefer working with Jira Service Management because I find its use cases the most exciting. With my extensive service experience, particularly in direct customer contact, I find the processes and support capabilities provided by the tool highly beneficial, and I also find its implementation interesting.
Nicolas: Depends on... All-time favourite is JSM Cloud with Assets. But currently, the one is Product Discovery (beta phase).
Regarding JSM with Assets: JSM provides numerous configuration options, requiring you to consider the project from both a customer and an agent perspective. Companies often have various SLAs, processing time requirements, or ticket volume considerations. This opens up opportunities to develop intriguing automations or scripts that streamline the work for agents. The seamless integration with Confluence, including a Confluence Knowledge Base, and the synergy with Jira, perfectly complement the product from my perspective. Additionally, there's always the potential to upsell the "internal helpdesk" aspect.
The idea (pun intended) of having a tool that captures ideas and allows me to quickly get an overview just totally appeals to me. Whether the idea is rated good or bad, it just shouldn't go down or be forgotten. It is often the case that the best idea is rather useless if the time for it has not yet come.
Stefan: My favourite tool is Assets. The tool used to be known as Insight, but was renamed Assets towards the end of 2022.
Due to my extensive involvement with databases during my student job, Assets was the initial Atlassian tool I delved into. I appreciate the visual depiction of individual objects and the numerous possibilities for automating the tool and integrating it into Jira workflows.
3. Cloud or data centre - which do you prefer?
Eva: Cloud - it simply has a more appealing appearance and is also much more user-friendly for the end user. However, it is unfortunate to observe that the cloud product is still in its maturing phase and has yet to fully develop in various aspects. Some of these functionalities are better implemented in Data Center.
Nicolas: Cloud. It just looks better! The only thing I miss from time to time is scripting.
Stefan: That's a difficult question! I really like working with both instances. In Cloud, developing, cue Forge App, is more fun, and in Data Center I find the general user interface clearer.
4. What is your favourite app in the Atlassian marketplace? And what makes it stand out for you?
Christian: Scroll Viewport from K15t - finally pages that look like something.
Nicolas: Phew. I have to say, I like working with the on-board tools of Atlassian Cloud. If I had to pick one, it would probably be JMWE. It offers great postfunctions that are much more graphically appealing than the native ones.
Stefan: In fact, I don't have a favourite app from the Atlassian Marketplace. In general, I would say I find any app great that saves me further programming effort!
5. Do you miss a certain feature/function - which feature would you wish for yourself?
Christian: Databases in Confluence - but Atlassian has bought Orderly from K15t.
Eva: In many aspects, having more customization options would be highly beneficial. One "nice to have" feature for Jira Service Management would be the integration of ChatGPT.
Nicolas: Improved asset integration in JSM Cloud is desired. It would be preferable to avoid converting all users into any IDS. Additionally, a new post function called "Run Automation" would be valuable, as it would eliminate the need for constantly working with webhooks.
Stefan: I miss any feature that a customer asks for from Atlassian products that doesn't come with the standard product functionality. 🙂
By the way, it is good to know the answer to the following question.
Why is Atlassian called "Atlassian" or what laziness can sometimes lead to ...
Atlassian is named after a mythological figure Atlas. In Greek mythology, Atlas was a Titan who was punished by Zeus by having to carry the weight of the heavens on his shoulders. The founders of Atlassian, Mike Cannon-Brookes and Scott Farquhar, studied at the University of New South Wales in Australia. After graduation, they didn't feel like walking around in suits and ties, so they decided to become their own bosses. They maxed out their credit cards and started an IT support company with $10,000.
At some point, it occurred to them that IT support is a relatively arduous, difficult and extensive business, which is reflected in the naming of their company - the adjective atlas supporting the IT world. At some point, this burden became too much for Mike and Scott, and they also noticed that IT support also means 24 * 7, which they didn't really feel like doing. So they decided to develop a tool that could take some of the burden off their shoulders and improve and simplify their own processes. This was the birth of Jira and the beginning of the change from IT support to a tool vendor for agile software development.
Many good ideas are born out of the urge to reduce effort - you could also say out of laziness.
In keeping with the IT support theme, the very first Jira ticket from February 8, 2002 is then also a bug: