Tests lived in multiple locations with no central repository. Automation was limited, and there was no reliable way to tie automated test results back to the stories and releases they supported. QA, development, and release stakeholders lacked a single source of truth for what had been tested, what was passing, and what was at risk.

APPsolute Best led the Xray implementation and drove internal adoption. We centralized test assets in Jira and Xray, rewrote test cases in BDD (Gherkin) format, and integrated Xray with the client's CI/CD pipeline so automated runs post results directly into Jira Test Executions. Testers can now trigger automated runs from within Jira; feature files execute through Bitbucket Pipelines and results flow back into Xray automatically. We also coached release and QA leadership on Xray reporting and coverage analytics.

Incidents were being handled ad hoc across disconnected tools. On-call rotations and escalation paths lived outside of the ticketing system, customer communication during outages was drafted manually for each event, and there was no single record of what happened, who responded, or how customers were notified. The client needed a coordinated incident response pipeline that worked the same way every time, regardless of who was on call.

APPsolute Best ran a requirements discovery effort with stakeholders across engineering, support, and customer communications, then designed and implemented a single connected toolchain. We stood up a Jira Service Management Incident Management project with request types, workflows, and SLAs aligned to the client's response targets. Opsgenie was configured for on-call schedules, escalation policies, and alert routing, with alerts flowing into JSM as incident records automatically. Statuspage was integrated so incident updates publish to the customer-facing status page directly from the incident, eliminating the manual draft-and-post step. We also led team training and supported internal change communications during rollout so adoption stuck.

The client's request processes required sign-off from multiple approvers in a defined sequence, and the existing approach relied on manual hand-offs over email and direct messages. Requests stalled when approvers were missed or skipped, requesters had no visibility into where their request was in the chain, and there was no auditable record of who approved what or when. The team needed a service desk that enforced the approval order, kept everyone informed, and produced clean records for reporting.

APPsolute Best designed and built a Jira Service Management project tailored to the client's approval scenarios. Request types were mapped to approval workflows that move through each tier in the required order, with automation rules selecting the correct approvers based on request type and requester attributes. The customer portal surfaces real-time approval status to requesters so they can see exactly where their request stands. We worked closely with the client to validate each approval path against real-world cases before go-live.

The client's Jira administrator and a portion of their end-user base are blind or have visual impairments and rely on screen readers and other assistive technology to do their work. Standard Jira configuration choices and out-of-the-box training materials were not built with screen-reader workflows in mind, and the admin team needed both targeted configuration guidance and an ongoing support relationship to keep their environment accessible as the platform evolves.

APPsolute Best partnered with the client's Jira administrator to review and adjust configurations for assistive-technology compatibility, including custom field choices, dashboard layouts, screen layouts, and notification patterns that work cleanly with screen readers. Training sessions and reference materials were structured around how users actually navigate Jira with assistive tech, not around the visual UI. We also provided ongoing support for end users to troubleshoot accessibility-related blockers as they came up.

The institution was preparing to roll out Xray to its software development team and wanted its internal training team to own and deliver the enablement program rather than rely on outside trainers for every cohort. That meant the training team needed to become fluent in Xray themselves, and they needed a dedicated environment where trainees could practice setup, configuration, and day-to-day usage without touching production data. The development team also needed clarity on how Xray would fit into their CI/CD automated test activity once training wrapped.

APPsolute Best provisioned and configured a dedicated Xray training server modeled on how the development team would actually use the tool, including test repository structure, test executions, and requirements coverage patterns. We then trained the internal training team on setup, configuration, and core Xray usage so they could carry the program forward on their own. To prepare the development team for the next phase, we provided technical guidance on the integrations needed to support CI/CD automated test activity, so automated test results would flow back into Xray cleanly once the rollout reached the engineering side.

The client's Atlassian footprint had grown organically over years of adoption, and the installed plugin set had grown with it. Some plugins were no longer in active use, some overlapped with each other or with newer native capability, and there was no consolidated view of which were justified on cost, which raised security questions, and which could be retired. Leadership needed an evidence-backed cleanup plan, not a guess.

APPsolute Best ran a structured audit across both the Jira and Confluence environments. We inventoried every installed plugin and researched each one in detail, evaluating vendor maturity, security posture, hosting model, intended purpose, and whether the client was actually using it day to day. We compared license costs against real usage, identified overlap and redundancy, and flagged plugins where native Atlassian capability could carry the same work. The deliverable was a per-plugin recommendation of keep, consolidate, or retire, with the reasoning documented so the client's team could defend each decision and revisit it later.