Going Beyond JIRA Service Desk: Use Cases in Action
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The document outlines advanced workflows and notification management features of Jira Service Desk, emphasizing the use of email handling and automation. It discusses options for sending notifications, customizing templates, and managing user interactions without needing a licensing seat. Additionally, it highlights integration capabilities with other systems and automation tools for enhancing user experience and project management.
Going Beyond JIRA Service Desk: Use Cases in Action
- 1. TOM MOORS • ATLASSIAN EXPERT • ACA IT • @TOMMOORS Going beyond Use cases in action :
- 2. Agenda DEMO TIME MAIL ADVANCED WORKFLOWS Q & A ASSET MANAGEMENT
- 4. Just text by itself, for impact.
- 5. Just text by itself, for impact.
- 7. Just text by itself, for impact.
- 9. Agenda DEMO TIME MAIL ADVANCED WORKFLOWS Q & A ASSET MANAGEMENT
- 10. Fair Warning
- 11. Deployment Options SERVERCLOUD DATA CENTER
- 13. Outgoing Mail
- 14. Who receives what? Customer Agent Account Created (1st time) Comment Added Participant added Request Created Request Resolved (Resolution set) Reopened (Resolution cleared) See Notification Scheme JIRA Service Desk Notification on
- 15. Who receives what? Customer Agent See Notification Scheme: Public project See Notification Scheme JIRA Service Desk Notification off
- 16. …and beyond!
- 17. • Send notifications based on JQL • Mail users without a license seat • Create your own templates • Intuitive, no coding needed • Also HipChat, REST API support Alternative: Notification Assistant for JIRA
- 18. • Mail users without a license seat • Send mail from within the issue • Automatically attach to ticket • Customer can receive history • Customize your own mail templates • Rather technical • Bulk email sending Alternative: Email This Issue
- 19. Incoming Mail
- 20. Mail Channel Decide on user mgmt Needs to be “mail-proof” Pick a request type Link a mail account Open or closed?
- 22. Automation to the rescue!
- 23. …and beyond!
- 24. What if JIRA Service Desk is not publicly available?
- 25. What if you want to extract fields from a mail?
- 26. What if you want to brand the outgoing mails?
- 27. • Powerful mail handler • Captures original mail • Stores From, To and CC in fields • Project Triage • Field extraction (coming soon) Alternative: Email This Issue
- 28. • JQL functions • Add code at runtime • Enrich your flows, react on everything Like having TEC 7, Duct Tape and WD40 for JIRA Alternative: Script Runner = + +
- 29. Extension Hide Request for groups Hide complexity for users SLA Toolkit Date-based, Reset, Show to Customer Dynamic Forms Hide sensitive, non-applicable, technical, … Request Types DATA CENTER
- 31. Extension: Hide Request Types
- 32. Agenda DEMO TIME MAIL ADVANCED WORKFLOWS Q & A ASSET MANAGEMENT
- 34. Typical Use Case: Customer Conversation
- 35. Typical Use Case: Customer Time Out
- 36. Automation to the rescue!
- 37. LAT Relationship on the work floor?
- 38. Long Workflows
- 39. Tangled Flows
- 40. WAT Relation Working Apart Together
- 41. Composed Flows
- 42. Composed Flows
- 43. Automation to the rescue!
- 46. …and beyond!
- 47. Exocet Integrate in workflow Synchronise data Comments, fields, … across projects Create & link DATA CENTER Context-aware mapping
- 48. Actions for JIRA Service Desk The Sky = Limit? Trigger a workflow transition from the Customer Portal Support for screens Ask additional, structured input Actions for customers Edit/add fields, Close/Reopen, … DATA CENTER
- 49. Actions: Transitions in Customer Portal
- 50. Agenda DEMO TIME MAIL ADVANCED WORKFLOWS Q & A ASSET MANAGEMENT
- 51. Asset Management
- 52. Insight Powerful Integrations Works for organisations small and large Manage & Control in JIRA User friendly UI, integrated in JIRA Enterprise Asset Management CSV, Tempo, LDAP/AD, … DATA CENTER
- 53. Insight Powerful Integrations Works for organisations small and large Manage & Control in JIRA User friendly UI, integrated in JIRA Enterprise Asset Management CSV, Tempo, LDAP/AD, … Automation Actions DATA CENTER 4.0 RELEASED TODAY NEW
- 54. Basic Concepts Object Schema Represents your asset Object Type Defines your objects Objects Hierarchical container
- 55. Object Schema Setup Flexible with drag and drop Unlimited depth
- 56. Object Type Setup Define your own attributes Many supported types Reference other Insight objects
- 58. Create Objects
- 59. Objects Discuss & Track history Referenced in JIRA Issues
- 60. Objects
- 64. Import & Sync
- 65. JIRA External Sources CSV Users, Components Tempo Accounts Upload or Fetch remotely
- 69. JIRA Integration Custom Fields Condition, Validator, Post-function JIRA Query Language Search for connected issues Workflow integration Single, multi or read-only
- 74. Great additions Automation Includes a QR code Reporting Overview, dependencies, … Create labels Bots are taking over the world
- 75. Automation • Attachment added/deleted • Comment added/edited/deleted • Object created/edited/updated/deleted • Scheduled Event • Filter using IQL
- 76. Agenda DEMO TIME MAIL ADVANCED WORKFLOWS Q & A ASSET MANAGEMENT
- 77. Thank you for attending! TOM MOORS • ATLASSIAN EXPERT • ACA IT • @TOMMOORS jobs.aca-it.be