3 min read

Expedite Approvals with Confluence

By Praecipio Consulting on Aug 4, 2016 11:00:00 AM

According to IDC's 2015 report, The Document Disconnect, 76% of executives and managers in sales, HR, procurement, legal, and other departments estimate that fixing the “document disconnect” can lead to document process issues impact revenue recognition or create auditor issues. As process improvement experts, we at Praecipio Consulting love saving our clients money by mitigating wasted time and helping them do work faster. With that in mind, we've compiled our top 4 tips to get faster approvals leveraging DocuSign for Confluence to integrate your mission critical document tools. 

1. Maximize Your Macros 

Confluence macros add significant value to your document drafting process with their features and functionality. Just select from your macro options and voìla - your desired information appears! By utilizing the out-of-the-box DocuSign for Confluence macros, you can simply drop the macro for your DocuSign tabs (ex. signature, initials, date, title, and more!) into your document right inside of Confluence. Adding this functionality to your document drafting allows you to save time otherwise spent selecting and adding these approval actions outside of Confluence, and also ensures that your document collaborators can see the macros you're adding and where.

Select from the menu of macros to inform your signee of what do provide.

2. Template-ize It! 

Think of the documents you create the most frequently. From sales and marketing to HR and legal, every department has documents that need signatures and approvals on a daily basis (often multiple times a day). Save your team countless hours by creating Confluence templates for these frequently used documents and reduce unnecessarily wasted time. Your Space administrator can add these templates (including the aforementioned DocuSign macros) to your instance, in the spaces you need them, so you can now spin up your next contract with the click of a mouse. 


In Confluence, click 'Create' and get prompted with both custom and out-of-the-box templates.

3. Streamline Sending 

It's simple logic: the faster you send your document, the faster you can get approvals. However, cumbersome sending processes can keep you from firing off that contract as quickly as you'd like. Leverage DocuSign for Confluence to send documents from Confluence (including all the attachments and pages your heart desires) to not one, not two, but as many recipients as you want! Set action type and order in this same step to determine who needs to sign, who needs to receive a copy, and the sequence in which these actions will occur. 

When adding recipients inside your organization, names are pulled from your Confluence user directory so you can send even faster.

4. Track in Real-Time  

Being able to see where your document is in the approval process is invaluable when you're waiting for that proverbial ink to dry. DocuSign for Confluence provides real-time status notifications so you can track your documents, from sending to completion. By simply clicking the DocuSign lozenge at the top of your Confluence page, you see what stage your document is in and who has completed what action. Additionally, clicking the status to see approval actions on the document in DocuSign. This level of visibility allows you to see when you're DocuSign envelope has been created, sent, and signed to give you the most accurate document tracking. 

View the status of all your DocuSign Envelopes in one streamlined view.

Improving processes relies heavily on cutting our unnecessary intermediary steps that can become blockers. It's these steps that, unchecked, can cost a company thousands of hours that could otherwise be spent focused on core competencies. As process experts, we recommend to all our clients- from 20 person startups to Fortune 5 enterprises- to ask themselves the following questions regarding their processes:

  • Can it be repeated? 

  • Can we automate it?

  • Can we eliminate unnecessary steps?

By optimizing your repeatable e-signature processes with DocuSign for Confluence, your organization not only saves time, but also reduces document processing issues that cut into profit or jeopardize compliance with auditing agencies. 

Ready to expedite your e-signatures? Get DocuSign for Confluence and start getting your fastest approvals.

Topics: atlassian blog confluence experts hipaa marketplace process-consulting regulation sign service-level-agreement tracking compliance docusign e-signature fda integration productivity atlassian-products marketplace-apps bespoke
5 min read

All-Star Incident Management: How to Be Like Mike

By Praecipio Consulting on Mar 21, 2016 11:00:00 AM

The best teams sync with each other. Think of the intangible magic conjured by the Championship-sweeping Chicago Bulls of the 90's, helmed by Michael Jordan. They ran their offense to perfection, playing to the strengths of each team member and executing each step in perfect rhythm to put points on the board. Any member of those teams will tell you their success came not only from having high-performing people but from working together within an established offense, or process. Because they bought in and trusted the process, each team member knew his responsibility at all times. The team ran time-tested methodologies for getting the win, adjusting as needed after analyzing the other team's strategy. Basketball is all about strategy, process, and teamwork.


Now think of that team that loses to the Bulls- that loses to everyone. The team that's always scrambling after a broken play, unsure of how to set up their offense or what to do after a missed basket. They spend the entire game – and all their focus and energy – trying to just keep up. These are the teams that don't trust in their process, usually because it hasn't worked in the past or they haven't learned how to work with each other. It's hard for each player to handle his responsibilities because he feels like he has to win the game by himself instead of together with his teammates. It's not a good way to win games, and it's certainly not a good way to structure your IT team.

As Atlassian Platinum Enterprise partners and experts in all things process, we've got your playbook for all-star incident management:

Top 3 Tips for Championship ITSM

      1. Track your failures for greater success.

Basketball teams use stats to identify strengths and root out weaknesses. Tracking areas for improvement is key. When agents solve issues in silos they can't tell when an issue reoccurs or causes other issues, indicating a root cause that should be investigated. Ability to link issues is paramount to give your problem-solvers visibility into what keeps going wrong and, ultimately, what should be changed to keep it from happening again. 

2. Success loves preparation.

The 90's Bulls probably lost count of how many times they ran the same plays during practice. The better we prepare, the more successful we are. In the IT world, reporting, documentation, analytics, and other functionalities of our ITSM tool of choice make it easier to prepare well. When we're able to forecast issues based on prior knowledge, we're prepared for what's ahead. Data like a team's sprint velocity or average resource allocation per type of project inform planning for all foreseeable project outcomes.

3. Establish repeatable processes.

Michael Jordan is one of the most successful athletes in history because he was the first one in the gym and the last one out. He was always running drills and perfecting his shot, establishing repeatable processes that became muscle memory. Applying this concept to your organization allows your team to handle day to day operations with relative ease - each agent knows what to do, and they trust in the established process. This is a key to effective incident management and it allows you to focus on improving and advancing solutions rather than fighting fires.

Seen It, Solved It: Major U.S. Insurance Provider

Ready to see these plays in action? Here's how these 3 tips helped our client do better work, faster.

THE PROBLEM

Issues are like potato chips: you never have just one. In a business, any single issue that arises is usually experienced by multiple end-users and often starts a domino effect that causes more related issues. Without the ability to see across all these related issues, each agent responding to an individual issue only sees just that, failing to see the forest for the trees and moving on with an issue fix that doesn't address the root cause.

A major U.S. insurance provider came to us with concerns about their incident management. They already knew that their processes were poorly designed and not well adhered to, but they needed help figuring out how to improve them. In particular, incidents were not well documented or properly managed, putting them at risk for violating regulatory compliances. The client's struggles included:

  • ITSM Processes with No Buy-In (Too complex, too outdated, or too redundant)
  • Lack of Integration Across Tools (Lots of time wasted in context switching, Inability to analyze across platforms)
  • No SLAs or Metrics to Gauge Effectiveness

In short: They were focusing all their time and resources trying to just keep up, but could never get ahead in the game.

THE GAME CHANGER

Enter Coach Praecipio Consulting and Jira Service Desk to deliver a slam dunk incident management solution.

 
New Process Playbook

Because our client had different tools for managing incidents, their lack of visibility across platforms led to slow speed to market with fixes. Jira Service Desk not only solves this issue, but also supports best practices for incident management. By standardizing automated workflows and establishing lean processes, our client is no longer burdened by redundancies and can gather meaningful metrics across incidents.

 
Pass to other Players, er... Tools

In order to deflect the amount of incoming tickets, Jira Service Desk integrates with Confluence to provide a self-serve knowledge base. By leveraging this integration, our client gets back time and resources, no longer tied up on tickets to which an answer already exists. Leveraging machine-learning, the Confluence knowledge base identifies frequently searched topics and strengthens its query language to provide the best answers to questions around incidents. 

 
Set the Shot Clock

As an insurance provider, our client needed to ensure that they stayed within regulatory compliance with vendors and customers alike. Configuring SLAs in Jira Service Desk allows for the client to start the timer the minute a ticket is assigned, tracking time to resolution and producing reports to identify SLAs in danger of being breached. By doing this, the client gains visibility into incident management and can use metrics against goals for continuous improvement. 

Be Like Mike

Like the Bulls' 1-2 punch of Michael Jordan and Scottie Pippen, the tandem of Jira Service Desk and experience-driven process expertise gives our clients a heightened ability to execute ITSM best practices and keep their teams in a cycle of continual improvement. Maximizing your processes makes your day-to-day work simpler, allows you to focus on higher level objectives for better business, and helps you get numbers on the board (with dollar signs in front!). 

Practice makes perfect- it also makes money. Michael Jordan and his teammates knew it, and the best IT teams in the world know it. Take your team's performance to championship levels with the right processes and the right tools- and, if you need help, think of Praecipio Consulting as your coach with a lot of championship experience. 

 

About Sam Besozzi

Sam is a Consultant at Praecipio Consulting where he delivers expert solutions to our top clients. He has an extensive background in process improvement and design and draws heavily from Six Sigma, Lean, and other efficiency-focused models. As a new Austin, TX transplant (originally from Ohio), Sam enjoys exploring his new hometown, hiking, and searching for the perfect taco.

Topics: atlassian case-studies blog analysis best-practices business experts implementation process process-consulting technology workflows support configuration consulting-services itil itsm jira-service-desk request
8 min read

Best of 2011: Confluence Edition

By Praecipio Consulting on Jan 5, 2012 11:00:00 AM

Here’s Atlassian’s Matt Hodges’ take on Atlassian Confluence’s best additions of 2011, which he says “paved the way for the future of online collaboration:”

2011 was the year Atlassian satisfied more than 2,235 of our customers’ votes for new features and improvements with three of our biggest releases, ever. 2011 was the year Atlassian took Confluence to the cloud with our new OnDemand platform, made it even more affordable for small teams, and started to get you new features, faster.  2011 was the year a new era in content collaboration was born.

Taking a page out of Ken’s book, here’s my pick of the starting XI of 2011 for the Confluence Family.

Keeper – The Anchor

No. 1  – A Faster, Richer, Simpler Editor

Suitably, this position is filled by the brand-new editor that shipped in Confluence 4.0. On-top of a brilliantly simple design, it’s packed full of rich editing features that make it lightning fast and able to satisfy two of your top 10 most voted feature requests – Merge Table Cells and Copy and Paste Images.

 

 

Defense (4) – A Solid Foundation

Any winning team needs a strong defensive line. In 2011 Atlassian built and improved upon four rock-solid pillars to ensure Confluence continues to thrive in 2012.

No. 2  – Easier Connections to Active Directory, LDAP, and Crowd

Connecting Confluence to an external user directory used to be painful, whether it was Active Directory, other LDAP servers or Atlassian Crowd. You had to edit XML files, and the configuration options were limited. Confluence 3.5 brought a simple, powerful , and flexible directory management interface and support for nested groups, another top 10 most voted for feature request.

 

No. 3 – Stronger Jira Integration

 

Confluence is great for collaboratively defining specsJira‘s perfect for tracking the tasks that need to be completed to make those specs a reality. In Confluence 3.5 Atlassian made it easy to link the specs you develop in Confluence to the actionable issues you track in Jira, without leaving the editor.

Since more than half of Confluence customers also use Jira Atlassian wanted to reduce complexity with your setup and give your users one username and password for both applications. With the release of Confluence 3.5 and Jira 4.3 you can now manage all your users in one place by allowing you to delegate Confluence User Management to Jira.

No. 4 – New Installer with Guided Upgrades

With new releases coming frequent and often Atlassian wanted to help you get new features to your users, faster. Much to the delight of any sysadmins that are looking after Confluence, Confluence 4.0 brought with it new guided installers for Windows and Linux.

No. 5 – More Plugin Points for Developers

Confluence 4.0 was designed to allow for constant innovation and improvement. Atlassian worked closely with our amazing partners to make sure they can take advantage of the power of the new editor. The latest version of Gliffy is an excellent example of how plugin developers can deliver a more powerful and most importanlty, intuitive user experience in Confluence.

 

Midfield (3) – The Collaborative Engine

Soccer is a team sport. It’s ultimately a collaboration amongst players that leads to a result. Midfield starts the plays. They facilitate the collaboration that helps win games. In 2011, Atlassian added 3 new features to help users share and discover the rich content they create to foster collaboration and achieve better results.

No. 6 – A New Way to Share

 

Tired of copying and pasting Confluence links into emails? Atlassian was too, so in Confluence 3.5 they added a ‘Share’ button to every page and blog post. Then in Confluence 4.1 Atlassian gave you a simple keyboard shortcut – ‘S’ – so you can bring right people into the discussions and projects that are taking place in Confluence without picking up your mouse.

No. 7 – Autowatch Content You Care About

Have you ever forgot to watch a page that you’ve created, edited, or commented on? Autowatch ensures you are always kept in the loop by automatically watching any pages or blogs posts that you contribute to. You’ll never miss another play again.

No. 8 – Familiarly Social @mentions

@mentions are a great way to notify other users about content and conversations they should be involved in. Best of all, they work just like Twitter and Facebook. When mentioned, users receive an email notification so they can jump right into Confluence and start contributing.

 

Strikers (3) – The Cutting-Edge

There are some features that are game-changers. They kick goals and win games. That’s how I like to think of these three features Atlassian gave you in 2011.

No. 9 – Autoformatting Magic

With the new editor in Confluence 4.0, came more power and speed thanks to Autoformatting. Type wiki markup and watch Confluence convert it to rich text, on the fly. Bold, italics, strike-through, underline, headings, lists, emoticons, tables – it all works.

 

No. 10 – Professional Image Effects

Creating content that looks good has never been this easy. Click an image and choose from a set of professional effects. That’s it. Whether it’s screenshots in your release notes or snaps from your company’s holiday party, Image Effects makes everyone look like an editing pro.

 

No. 11 – Instant Autoconvert

Autoconvert takes the links you paste into the editor – Confluence pages, Jira issues, YouTube videos, Skitch images, Flickr photo streams, and Vimeo videos – and transforms them into the dynamic content you desire. Autoconvert will save you valuable time everyday, helping you get things done, faster.

 

Off the Bench – Awesome Additions

There when you need them, your substitutes can fill the holes that pop up during play and change the game. They add the extra flare that’s sometimes needed to win. 2011 was a year Atlassian saw some incredible add-ons – new and old – jump off the bench and shine.

No. 12 – Manage Leave and Track Projects with Team Calendars

In June, at our third annual Atlassian Summit Atlassian revealed a brand-new add-on for Confluence – Team Calendars – where people, projects, and content meet. Since then Atlassian’s given you a new Team Calendar release, 30 days or less…guaranteed. Our two most recent releases delivered the new features you’ve been asking for – now you can share your custom date fields from Jira and add multiple people to a People Calendar event.

 

No. 13 – The SharePoint Connector Meets Confluence 4.0

That’s right, just last week Atlassian released version 1.5 of the SharePoint Connector. Compatible with Confluence 4.0, the SharePoint Connector takes full advantage of the new Confluence editor to make SharePoint integration easier to discover and use.

No. 14 – Get Schooled at Atlassian University

Also revealed at Summit 2011, Atlassian University is an online training tool that teaches your company how to use Confluence through videos and step-by-step interactive tutorials. With over 40 self-paced classes, it’s the fastest and most intuitive path to becoming a master of Confluence.

 

No. 15 – Incredible Add-ons

Confluence 4.0 paved the way for plugin developers to provide a more natural, richer, and intuitive user experience. Here are some stand-outs:

What Will 2012 Hold?

There’s no doubt it’s been a big year for Confluence, our biggest yet. Atlassian has an awesome team that continues to grow and execute. Thank you to our customers, new and old, and the extended Confluence community – users, experts, and plugin developers. Happy Holidays and safe New Year from the Confluence Team.

 

 

Topics: atlassian blog calendars confluence experts flickr release teams user vimeo community features marketplace-apps

Praecipio Consulting is an Atlassian Platinum Partner

This means that we have the most experience working with Atlassian tools and have insight into new products, features, and beta testing. Through our profound knowledge of Atlassian environments and their intricacies, we can guide your organization as you navigate these important changes.

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