Challenge

When ServiceRocket started working with this global client, their Atlassian Data Center (DC) to cloud migration efforts had been stalled for months.

Over the years, this airline, the flagship carrier of an Asia-Pacific country, had come to depend on several scripts that enabled advanced automation, complex workflows, and UI customizations in their Jira environment. However, this also resulted in a complex and over-customized DC environment, which the airline found impossible to replicate in the cloud. Furthermore, bringing these legacy scripts over to the cloud was a security risk, as they were all from third-party vendors.  

The airline required these vendors to meet its stringent security requirements, a standard which they were unable to achieve. The migration efforts stalled. Meanwhile, these legacy apps cost the airline around $100,000 to $150,000 per year. The airline wanted to remove the dependency on third-party apps so that they could successfully migrate to the cloud. By doing so, the airline aimed to mitigate vulnerabilities and security exposures from third-party applications. The airline also sought to cut costs and reduce ongoing operational expenses by moving to the cloud.

Solution

Instead of merely replicating the airline's existing setup, ServiceRocket's approach was to ensure that the airline could accomplish what it needed to do and achieve its business objectives. This involved understanding what the company originally wanted to achieve with its customizations.

ServiceRocket guided the airline to break free from legacy constraints with an outcome-driven approach:

• Assess: ServiceRocket conducted an in-depth analysis of three legacy apps to measure the breadth and depth of their usage across the customer’s Jira ecosystem. ServiceRocket identified what functionalities they could replace natively and what required custom solutions.
• Build: Using a structured approach, ServiceRocket replaced the majority of the legacy functions with Atlassian native capabilities. The remaining gaps were addressed using custom-built Atlassian Forge modules.
• Deliver: The airline received a fully integrated solution combining native features and Forge apps, embedded directly into Jira workflows and UI. To ensure a smooth transition to the new system, ServiceRocket provided the company with documentation and light training for its employees.  

By redefining what the legacy customizations were intended to achieve, ServiceRocket replaced 95% of these customizations with native Jira features and purpose-built Forge modules and eliminated complexity at the same time. The aim was not just to replicate what these scripts did, but to truly enable the company to work in its desired way, free from the burden of complexity. 

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Results

With Atlassian Forge, ServiceRocket unblocked the airline's cloud migration and achieved the following: 

• Replaced 95% of legacy customizations with native and Forge-based solutions.
• Eliminated 600+ third-party scripts, conditions, validators, post-functions, and UI behaviors, which improved efficiency and performance across key Jira workflows.
• Saved over $100,000 in annual third-party app subscriptions.

ServiceRocket didn't just use Forge to replicate the legacy scripts, but also simplified and streamlined the company's workflows. This enabled teams to eliminate unproductive processes and execute tasks faster and more efficiently. The airline's teams were no longer bogged down with the task of replicating complex scripts and workflows.  In addition, the airline's technical teams could now focus on core operations without the burden of managing vendors or mitigating security risks.

They could now move forward with a streamlined, future-ready Jira setup.  

Also in the skies: Learn how ServiceRocket helped a global budget airline slash search times by 40% and save over $10,000/year, without compromising efficiency. Read the case study.

As a Cloud specialist partner with 20+ years of Atlassian experience, ServiceRocket is your key to a smooth cloud migration

ServiceRocket builds systems that support your work, drive productivity and help you meet your business goals. Unblock your cloud migration, reduce costs, and improve the way you work with ServiceRocket’s results-oriented approach. #ServiceRocketGotYourBack