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Unlocking Atlassian Teamwork Collection: A Comprehensive Guide for 2026
74% of leaders say ineffective communication is slowing their teams down. Not lack of talent. Not lack of tools. Communication breakdowns. The irony? Most organizations already have plenty of software. Jira for tracking. Confluence for documentation. Slack for chat. Loom for video. The problem is that these tools don't talk to each other. Information gets trapped in silos. Context gets lost between apps. And people spend more time hunting for answers than actually doing the w
JSM Knowledge Base Setup & Knowledge-Centered Service Loop
Most JSM knowledge base setups fail because teams don't understand three things: They think they need to buy a Confluence license for every customer who reads an article (they don't, if configured correctly). They write articles the way humans scan them (in prose walls), which breaks Atlassian's AI engines trying to parse the content for Rovo-powered deflection. They build the knowledge base as a static library instead of a living system where agents turn solved tickets into
Why your JSM CSAT surveys fire at the wrong time (and how to fix it)
A customer receives a satisfaction survey, but their ticket is not actually resolved. It has simply moved to a status that looks like Done This is not an edge case. It is the default behavior in Jira Service Management (JSM). Here is why it happens, and the setting that can prevent it. The default behavior many teams miss By default, JSM sends a CSAT survey when a ticket moves into the Done status category. It does this even when the Resolution field is empty. That distinctio
Atlassian
Unlocking Atlassian Teamwork Collection: A Comprehensive Guide for 2026
74% of leaders say ineffective communication is slowing their teams down. Not lack of talent. Not lack of tools. Communication breakdowns. The irony? Most organizations already have plenty of software. Jira for tracking. Confluence for documentation. Slack for chat. Loom for video. The problem is that these tools don't talk to each other. Information gets trapped in silos. Context gets lost between apps. And people spend more time hunting for answers than actually doing the w
JSM Knowledge Base Setup & Knowledge-Centered Service Loop
Most JSM knowledge base setups fail because teams don't understand three things: They think they need to buy a Confluence license for every customer who reads an article (they don't, if configured correctly). They write articles the way humans scan them (in prose walls), which breaks Atlassian's AI engines trying to parse the content for Rovo-powered deflection. They build the knowledge base as a static library instead of a living system where agents turn solved tickets into
Why your JSM CSAT surveys fire at the wrong time (and how to fix it)
A customer receives a satisfaction survey, but their ticket is not actually resolved. It has simply moved to a status that looks like Done This is not an edge case. It is the default behavior in Jira Service Management (JSM). Here is why it happens, and the setting that can prevent it. The default behavior many teams miss By default, JSM sends a CSAT survey when a ticket moves into the Done status category. It does this even when the Resolution field is empty. That distinctio
The Jira fix version mistake that duplicates your release notes
Release notes that tell the truth A fix can travel through more than one release without being new more than once. That small distinction is where a lot of release-note confusion begins. The short version: use Fix Version for releases where the change is actually new. Track later carry-forward releases separately, then explain them in a human-written note. The scenario Imagine a bug is fixed on Tuesday. It needs to ship today in hotfix 4.2.1, and the same branch change will a
5 Atlassian updates from 2026 that actually matter for IT service teams
Most "what's new at Atlassian" roundups this year lead with AI, Summarize buttons, drafting assistants, chat search. Useful, and we've covered that ground already. This is the other list: five releases from Jira and Confluence's 2026 Spring and Summer cycles that change how a service desk or IT ops team actually works day to day, verified against Atlassian's own release notes, not marketing copy. 1. Formula fields in Jira Part of Jira's Summer 2026 release, formula fields let
We Brought Atlassian to Lagos. Twice.
Hosting, not selling. onpoint with our Atlassian colleagues and guests in Lagos — the people who build the product, in the same room as the people who have to run it. There is a version of being a technology partner that involves reselling licences and answering support tickets. It is a perfectly respectable business. It is not the business we are in. Over the past two years, onpoint has hosted members of the Atlassian team here in Lagos — Lesley Masibi and Stanley — not for
Finance
Five Mistakes Killing Your CMDB and How to Fix Them
Gartner puts it plainly: 75% of CMDB projects fail. Not "have issues." They fail. The cause of failure is simply five specific setup mistakes. Each mistake seems tiny at first. But they compound fast. Six months later, your data is completely useless, and your team has zero trust in the system. The good news? You can avoid all of it. Here are the five mistakes killing your CMDB, and the exact fix for each. Mistake 1: One giant schema for everything An object schema is your CM
Five Modules. Six Months. One Bank That Stopped Guessing.
How onpoint rebuilt ITSM from the ground up for a leading Nigerian bank — and why the value is still compounding a year later Every bank in West Africa runs on the same quiet contradiction. The business is real-time. The service management underneath it is not. Incidents live in one system. Requests live in another. Change lives in a spreadsheet somebody owns and nobody trusts. Assets live in three places and agree in none. And when the board asks a simple question — how much
IT Services Planning vs IT Service Delivery vs IT Services Operations
Are you familiar with the key components that drive effective IT service management? Do you understand the distinctions between IT Services Planning, IT Service Delivery, and IT Services Operations? Organizations rely largely on technology to power their operations and keep one step ahead of the competition in today's fast-paced business environment. 81% of IT leaders agree that ITSM can increase worker productivity and efficiency, according to a Freshworks poll. The worlds o
Maximising Jet Reports for Effective Excel Reporting from Dynamics ERP
If your finance team spends hours manually exporting data from Microsoft Dynamics 365 Business Central or NAV just to build reports in Excel, you're working harder than necessary. Jet Reports bridges this gap by letting you pull live ERP data directly into Excel. But here's the catch: without proper training, most teams barely scratch the surface of what this tool can do. That's where Jet Reports training comes in. Whether you're a finance manager building monthly board repor
A Complete Guide to Using an Excel Asset Tracking Template for Small Businesses
For many small businesses, a spreadsheet is the go-to tool for managing company assets. It makes sense initially: it’s already on your computer, most people know the basics, and it seems to work well enough. This guide will walk you through using an Excel asset tracking template , what to look for in a good one, and the potential challenges that can arise as your business grows. However, manual tracking can become challenging. Some studies show that a high percentage of busin
Reimagining ITIL: The Essential Framework for AI-Driven IT Operations
If AI Is the Future of IT, Then Why Is a 40-Year-Old Framework Still at the Centre of the Conversation? In an era where artificial intelligence promises instant automation and self-healing systems, it would be easy to assume that traditional frameworks like ITIL (Information Technology Infrastructure Library) are relics of the past. Yet, as organizations around the world accelerate digital transformation, ITIL isn’t disappearing — it’s being reimagined. And the reason it sti
Reporting
Reporting
Half of Finance's Time Goes Into Building the Report — Not Explaining It
Ask any finance leader what eats their team's week, and the answer is rarely "analysis." It's the report itself — pulling data from three systems, reconciling numbers that don't quite match, formatting the deck, and doing it all again next month. This is exactly the gap AI financial reporting is designed to close. As more finance functions adopt financial reporting automation, the conversation is shifting from "should we use AI in finance" to "how fast can we get there." Ever
The Essential Guide to Jet Reports in 2026
Jet Reports, now a cornerstone of business intelligence for many organizations, offers powerful tools to transform raw data into actionable insights. In 2026, understanding how to leverage Jet Reports is more critical than ever for businesses seeking to streamline operations, enhance decision-making, and gain a competitive edge. This comprehensive guide will delve into the core functionalities of Jet Reports, explore advanced techniques, and highlight why it remains an indisp
Reimagining ITIL: The Essential Framework for AI-Driven IT Operations
If AI Is the Future of IT, Then Why Is a 40-Year-Old Framework Still at the Centre of the Conversation? In an era where artificial intelligence promises instant automation and self-healing systems, it would be easy to assume that traditional frameworks like ITIL (Information Technology Infrastructure Library) are relics of the past. Yet, as organizations around the world accelerate digital transformation, ITIL isn’t disappearing — it’s being reimagined. And the reason it sti
Strategies for Managing Cloud Downtime in West Africa
Cloud adoption across Nigeria and Ghana has accelerated—driven by fintech, healthtech, and logistics SaaS platforms scaling faster than the surrounding infrastructure. But the faster the growth, the harder the fall. When cloud downtime hits, the process maturity behind the servers flounder. Even with global providers promising 99.9% uptime, regional outages and lagging recovery times persist because the local operational ecosystem isn’t built for immediate response . Escala
Slash Your BI Costs: How Power BI HUB Is Revolutionizing Financial Reporting Efficiency
Are you contemplating the acquisition of Power BI but are deterred by the high licensing costs associated with each user? In the current...
Why You Need Power BI HUB for Workforce Analytics: Transforming HR Data into Actionable Insights
As organizations expand and workforces become more distributed, conventional methods of HR analytics are failing to meet the demands of...
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