Brio Management — Enterprise Service Management with Jira Service Management
From emails and scattered tools to a unified, automated service ecosystem — powered by JSM, Confluence, Microsoft Teams, SLAs, and a smart chatbot.
Overview
Brio Management serves multiple internal teams and external clients. As the company scaled, requests arrived via emails, chats, and disparate tools — making prioritization, accountability, and reporting difficult. Atlassway implemented Jira Service Management to create a unified Enterprise Service Management (ESM) platform with ITIL-aligned workflows, automation, and clear metrics.
Challenges
Requests scattered across email, chat, and shared inboxes
No standardized workflows, SLAs, or escalation rules
Limited visibility for managers on service quality and workloads
Knowledge fragmented; repeated questions to IT & operations teams
Solution — ESM & ITSM on JSM
Enterprise Service Management (ESM)
HR — onboarding, offboarding, leave requests
Finance — expense approvals, vendor onboarding
Facilities — maintenance, room/equipment booking
Legal — contract review requests
Operations & Marketing — internal requests and project workflows
IT Service Management (ITSM)
Incident, Problem, Change, and Service Request management
Configuration & documentation in Confluence
Strict role-based access & ownership
Intelligent Automation & Collaboration
SLAs: Time to Resolution & First Response tracked for every service
Escalations: 3 levels with automated alerts to agents and managers
Chatbot agent: Answers KB content, creates tickets, and hands off to live agents
Microsoft Teams: High-priority tickets posted to channels for faster collaboration
CSAT: Built-in satisfaction surveys on closed requests
Confluence Knowledge Base
Microsoft Teams Integration
Chatbot Agent
Implementation Highlights
Branded Portals
Unified portals for internal teams and customers with clear service catalogs
Strategic Workflows
Escalation on 3 levels; automated notifications on SLA breach
Knowledge Base
Confluence integration to reduce ticket volume through self-service
Automation
Smart rules for assignment, priority, and manager alerts
Chatbot
Instant answers, guided ticket creation, and live handover
Teams Integration
High-priority tickets posted directly to Microsoft Teams channels
Dashboards
KPI views (SLA, resolution time, satisfaction trends)
Results
%↓
Avg. resolution time
%+
SLA compliance
%↓
New tickets (KB + chatbot)
%
Service visibility & ownership
Escalation levels automated
24/7
Portal + chatbot coverage
“Atlassway turned our support chaos into a connected service experience. Everything is traceable, automated, and transparent — and our teams finally collaborate efficiently.”
— Ciro Jaen Paniza, IT Director · Brio Management
Build your service experience — the Atlassway.
From ESM strategy to JSM implementation, we bring clarity, governance, and automation.
Jira link governance is becoming essential as teams scale, because Jira issue links (Work item Links) play a critical role in visualising relationships between work items such as dependencies, blockers, and related tasks. However, as Jira instances grow and teams multiply, the lack of structured control over Jira link types often leads to inconsistent usage and unreliable dependency tracking.
Different projects begin interpreting Jira link types differently. Some rely heavily on generic relationships like “relates to”, while others create custom link types without clear governance. Over time, this results in confusion, poor reporting accuracy, and technical debt that becomes harder and harder to clean up.
Controlling Jira link types per project is no longer just a best practice, it is a necessity for scalable project governance.
What Are Jira Link Types?
Jira provides several native link types such as:
Blocks / Is blocked by
Relates to
Duplicates / Is duplicated by
Clones / Is cloned by
Implements / Is implemented by
Created / Created by
These Jira issue links are global, meaning they can be used across every project in your Jira instance, whether they make sense for the project or not.
Common Real-World Misuse of Jira Link Types
Some examples you have likely seen:
“Is blocked by” should ideally mean that work cannot start until another work item is resolved. However, in many projects it is incorrectly used to indicate soft dependencies or simple sequencing, even when work could proceed in parallel.
Relates to is one of the most misused link types. Teams frequently apply it as a generic relationship for everything: similar topics, vague dependencies, or even loosely connected tasks. Over time, this turns “relates to” into a meaningless label with no operational value.
Duplicates is supposed to indicate that two work items represent the same problem, but is sometimes used to link similar requests instead of true duplicates, leading to confusion in reporting and prioritisation.
“Implements” is intended to link a work item to the requirement or specification it delivers. However, in many Jira projects it is incorrectly used to link bugs to features for example, linking a defect as “implements” a user story simply because they are related. This misuse makes it harder to understand what functionality was actually implemented versus what was simply fixed.
In mature Jira environments, these inconsistencies create serious problems:
Critical blockers are overlooked
Dependencies lose operational meaning
Reporting becomes unreliable
Automation rules trigger incorrectly
This is why structured governance and clear control over Jira link types per project becomes essential as teams scale.
Why Controlling Jira Link Types Per Project Matters
Implementing structured Jira link management enables organisations to:
Enforce consistent relationship definitions
Prevent incorrect or irrelevant Jira issue links
Maintain clear dependency structures
Improve cross-project reporting reliability
Strengthen Jira project governance
Reduce long-term clean up and maintenance efforts
This level of control transforms Jira links from a passive visual feature into an actively governed project management asset.
A Structured and Scalable Approach to Jira Link Management
A robust approach to Jira link governance should include the ability to maintain consistent, meaningful, and controlled relationships across all work items. Advanced Link Manager for Jira brings this structure into practice by enabling teams to :
Define allowed Jira link types per project (e.g., hide “Relates to” in projects where it causes noise).
Restrict which work item types can be linked (e.g., “Is Blocked By” accepts Bugs only).
Highlight historical unauthorized or incorrect links and fix them in just a few clicks.
Maintain structured, readable link displays by sorting and customizing the order of issue links and link types.
Add key columns like Due Date, and edit them inline for faster triage.
Smart link validation enforcing project rules: “Is Blocked By” accepts Bugs only, ensuring clean and controlled dependencies.
Check dependencies health using the Matrix view to see what’s progressing, what’s blocked and where attention is needed.
Advanced Link Manager for Jira Matrix View showing dependency health and blocked relationships at a glance.
Visualise and manage dependencies with the graph view quickly identifying blockers, risk chains, and incorrect relationships.
Advanced Link Manager for Jira Graph View visualising dependency flows and relationships for clearer decision-making.
This structured governance model ensures that Jira issue relationships remain aligned with real workflow logic as projects scale.
By standardising link behaviour across projects, teams finally trust dependencies again, which directly improves planning, reporting, and delivery.
Jira issue links are essential for understanding relationships between work items, but without structured governance they quickly become unreliable. Controlling Jira link types per project allows organisations to regain structure, clarity, improve reporting accuracy, and maintain scalable Jira environments.
For teams managing large or complex Jira instances, exploring advanced Jira link management solutions such as Advanced Link Manager for Jira can provide the level of governance required for long-term scalability and clarity.
1. Why do Jira link types become inconsistent across teams?
Because link types in Jira Cloud are global and not enforced. Each team develops its own habits over time, leading to inconsistent usage, mixed interpretations, and unreliable dependency data.
2. Can Jira restrict link types per project?
No. Native Jira does not support project-level link type restrictions. All link types are available in every project by default, which is why governance tools are required.
3. Why are Jira issue links difficult to control?
Jira does not provide validation rules or enforcement mechanisms. Teams can link any issue type using any link type, making it easy for incorrect or irrelevant relationships to accumulate.
4. How can I manage Jira link types at scale?
At scale, link management requires structured governance, validation rules, and visibility tools to monitor link consistency across projects. This is where solutions like Advanced Link Manager provide real value.
5. Will Advanced Link Manager detect incorrect links created before installation?
Yes. The app automatically highlights historical unauthorized or incorrect links created before installation, allowing teams to spot legacy issues immediately.
6. Do I need to manually clean existing links before using the app?
No. You can install the app and begin identifying link problems right away. Cleanup can be performed gradually, with clear warnings helping teams correct issues when needed.
7. What happens if a user creates a link that violates project rules?
The link is flagged with a clear warning. Users can fix it in a few clicks by changing the link type, selecting a valid work item, or removing the incorrect relationship.
8. Can I bulk-fix old or incorrect Jira links with Advanced Link Manager?
Yes. The app allows bulk operations to replace, correct, or remove outdated or inconsistent link types making it efficient to clean years of accumulated link issues.
9. How can I identify incorrect or unauthorised Jira links?
In native Jira, incorrect links are difficult to detect at scale. Advanced governance tools can automatically highlight invalid or unauthorised links, including historical ones, making clean-up and validation more efficient.
