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Atlassian JIRA Service Desk Gains Partner Integrations

Atlassian, perhaps best known for its HipChat collaboration software, also has momentum in the IT service desk market. Indeed, Atlassian Summit 2016 is set to attract several thousand partners and customers when it kicks off this week in San Jose. Even before the conference starts, multiple companies have unveiled add-ons and integrations for Atlassian’s JIRA software and service desk offerings.

Some of the integrations are designed for DevOps teams. Others specifically target IT service desk automation. Take a closer look, and the integrations may remind MSPs of the classic “integration” model into PSA (professional services automation) and RMM (remote monitoring and management) platforms.

Among the new or enhanced JIRA software and service desk integrations to note:

  • CircleCI announced “full compatibility” for Atlassian Bitbucket, JIRA Software, and HipChat. The compatibility “allows professional teams to confidently build, test, and deploy their software,” CircleCI asserts.
  • Datadog today announced a new JIRA integration. The connection automatically creates, tags, tracks and updates JIRA tickets from Datadog alerts. It’s an important move from Datadog, which is extending from infrastructure management to application performance monitoring (APM) — in a bid to compete against New Relic and AppDynamics.
  • Forty8Fifty Labs, a DevOps and software development subsidiary of VeriStor Systems,, has unveiled a Real-Time Splunk Connector for Atlassian JIRA Service Desk. The connector allows DevOps teams to better understand incident trends that often create persistent or intermittent service issues, Forty8FiftyLabs asserts. The company also vowed to deliver additional Atlassian connectors in the months ahead.
  • Loggly, which offers a cloud-based log management service, has integrated with JIRA Software. The move will “further improve software development and operations workflows, removing unnecessary steps that most users encounter when troubleshooting operational issues and collaborating with colleagues,” Loggly claims.
  • VictorOps’s real-time incident management platform now integrates with JIRA Service Desk. The integration allows VictorOps to automatically create incidents based on new Service Desk tickets. As responders investigate the problem within the VictorOps incident timeline, other team members can collaborate using the VictorOps and HipChat bidirectional integration, the company asserts.

Atlassian: The Bigger Picture

Of course, JIRA software & service desk offerings are only pieces of the larger Atlassian portfolios. And the overall company momentum appears strong. A case in point: The company’s Q4 revenue was $127.6 million, up 39% from $91.8 million in Q4 2015.

Teams at more than 60,000 large and small organizations — including Citigroup, eBay, CocaCola, Visa, BMW and NASA — use Atlassian’s project tracking, content creation and sharing, real-time communication and service management products to work better together and deliver quality results on time, the company claims.

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4 Comments

Comments

    Craig Deveson:

    Hi Joe,

    you missed CloudMGR’s integration. It was announced by Atlasssian at their developers conference in May.

    regards Craig

      Joe Panettieri:

      Great: Thanks for the heads-up. Quick question: What’s your overall take on JIRA Service Desk? Is it catching on with IT services providers?
      -jp

        Craig Deveson:

        Yes – We are big Atlasssian fans ! Service Desk is still being used by more internal IT Departments than service providers but with the move to DevOps, ChatOps ect that put Atlassian in a prime position.

        Craig

          Joe Panettieri:

          Craig: Thanks for sharing that additional info. We had a hunch that Atlassian was catching on in and around the IT services sector. We’ll be sure to keep them on our service desk radar…
          -jp

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