04 deviniti.com deviniti.com 05 · requirements and test management (rtm) for jira brings...

Improve yourcustomer’sjourney throughJira Service Desk

deviniti.com/houston

Devinitiis an IT company based in Wroclaw, Poland.

Established in 2004, we continuously develop our business and build expertise to provide state of the art software services.

More than 5000 companies in 103 countries have trusted our resolutions and implemented them successfully for ~5 million end users.

We became an Atlassian Solution Partner of Platinum and Enterprise status, as well as a Gold Top Vendor in the Ecosystem.

About Deviniti

deviniti.com/houston ― 1

We like to compare our Jira Service Desk apps to Venus. Just like Venus

is sometimes referred to as the Earth’s twin, Jira Service Desk is called

a twin of Jira Software.

The size, mass and composition of both planets is very similar, so is the

importance of our apps for both Atlassian products. Venus is the hottest

planet in our solar system, and the heat is often on at support. Venus

is known for its yellowish clouds so the main color of our Service Desk

apps is yellow. Also, Venus represents femininity which brings to mind

warmth, care and support.

http://deviniti.com/houston

https://marketplace.atlassian.com/apps/1213697/actions-for-jira-service-desk?hosting=server&tab=overview

https://marketplace.atlassian.com/apps/1216386/queues-for-jira-service-desk?hosting=server&tab=overview

https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-desk?hosting=server&tab=overview

https://marketplace.atlassian.com/apps/1219647/my-requests-extension-for-service-desk?hosting=server&tab=overview

https://marketplace.atlassian.com/apps/1220300/theme-extension-for-jira-service-desk?hosting=server&tab=overview


2 ― deviniti.com/houston

Our experience in ITSM consists of implementing:

• IT service desks,

• ITIL processes for managing incidents, changes, access, etc.,

• asset management,

• configuration management databases,

• knowledge bases,

• self-service processes for external and internal customers,

• approval processes.

We also implement service desks for departments offering strictly

business-related services, e.g., human resources, accounting, legal,

compliance, finance, collections, etc.

Consulting

At Deviniti, we have

lots of experience

in implementing

complex IT solu-

tions in organi-

zations of various

sizes and industries.

Custom development

We have been customizing

and extending Atlassian

products for more than 10

years to implement your

bespoke requirements

that are not met by Atlas-

sian off-the-shelf solutions.

License Management

We will optimize your

license costs considering

the expiring period of sup-

port, synchronization

of expiration dates of all

your licenses and support

you with budget planning.

Services



Application Integration

Facilitate the flow of information between different applications in your

company through integration services. We provide you with automated

data and process exchange by attaching isolated applications or

data sources to already existing environments. That includes custom

solutions and products with all services required for successful

implementation.

Asset Management

Deviniti supports organizations to manage all sorts of assets.

Examples include:

• Hardware and Software - servers, computers, phones, routers,

etc. as well as hundreds of installed software programs that

could be scanned automatically,

• CRM - customers, individual contacts, agreements,

opportunities,

• HR - employees, contracts, on-boarding, off-boarding, leave,

access rights, etc.

Training

Our experience enables

us to share knowledge

to Atlassian software

users and administra-

tors - online and offline,

worldwide including

onsite in your company.

SDLC

Deviniti helps com-

panies to implement

and run the Software

Development Life

Cycle (SDLC) to meet

their requirements

and needs.

Support

Deviniti provides support

service that will help you

with all your needs, ques-

tions or doubts. This will

ensure that you and your

team to keep the highest

level of work efficiency.



Help CenterOn the Help Center, your clients

can see all the Customer Portals

which they have permission to

send requests to. Each Customer

Portal is dedicated to a separate

Service Desk project.

Customer’s journey

Agents ViewOn the agent’s view, the support

team groups, sorts and prioritizes

the requests they are working on.

To better our customers’ journey through Jira

Service Desk, we need to understand what they

have to deal with.



Request Form This screen opens after choosing

a request type on the Customer

Portal. There your customers fill

out the information and send

it over to the support team.

My RequestsThe last screen is a list

of all requests raised by the

customers or their Organization.

Request Detail ViewAfter raising a request, your

clients are directed to this

view. There they see all the

information they provided

on the previous step.



Create a Customer Portal out of this world

Theme Extension for Jira Service Desk brings the default customization options for

Jira Service Desk user interface a step further and allows you to design a unique portal

for your customers. Inspired by the entire space of possibilities we can create, we’ve

introduced the first theme based on 6 types of cards, which you can choose from

to suit your taste and brand style.

Theme Extensionfor Jira Service Desk

• Provide customers with consistent experience across all your web properties

• Increase customer satisfaction with the support process• Make your Customer Portal consistent with your brand

• Simple configuration• Easy to achieve out-of-the-box

design unavailable natively

• The design shows it all, making it easier to find whatever is needed

ReviewAs usual, BRILLIANT :)



Service Desk creation

Step 3 – Publish it and

make it a sight

to behold!

Step 2 – On the live preview, customize the elements you want from header and logo

through search and navigation bar to background images and cards. Add a custom

cards with external links, too!

Step 1 – Select a card style.

Theme Extension for Jira Service Desk

Order gear

If you need new gear, make sure to notify us.

Register

astronauts

Add astronauts to our

company.

If you prepared a plan of

future expedition, introduce

it to the committee.

Introduce

an expedition

Schedule training sessions for the

upcoming expeditions or new recruits.

Plan training

Cancel

expedition

In case a planned expedition

wasn't approved, let us know.

Request new

equipment.

Order

equipment

Astronauts Service Desk

Expeditions Training Gear Spacecrafts and shuttles Other

Welcome to the Astronauts Service Desk

Find help and services in space

Request new

equipment.

Order

equipment

Cancel

e�pedition



Register

astronauts

Add astronauts to our

company.

If you prepared a plan of

future expedition, introduce

it to the committee.

Introduce

an e�pedition

Order gear

If you need new gear, make sure to notify us.



Plan training




Use examples





Extensionfor Jira Service Desk

• Show your business as one that cares for customer’s time and provides them with all information necessary to highest-quality support

• Per project configuration enables customization fitting the specific project

• Detailed information on the request view prevents customers’ dissatisfaction and irritation

• Gain valuable insight into what’s going on with their request

• Gradually fill in the fields that are required and related to their query

Extend possibilities of Jira Service Desk

Extension for Jira Service Desk provides a bundle of features that focus on flexible customization of Jira Service Desk to take customer experience to the next level.

ReviewThis has been my go-to add-on for any Service Desk implementation.

Our users love the added benefit of customizing their forms dynamically, and

performing actions within their Customer Portal. Thanks, Deviniti for this app!

Keep up the awesome work.



Intuitive Customer Portal

Extension for Jira Service Desk

Request formTake full control over the form:

• Bundled fields• Dynamic forms• Hide “None” option• Visibility: fields, options• Links on the header bar

Request detail viewShow more information:

• Assignee on the requests with specific statuses

• Panel with attachments• Dates of request creation, last

update and resolution• Issues linked to the request• SLA

Help center & customer portal Make life easy for your customers:

• Visibility: customer portals, request types• Links on the header bar• Split columns




Advanced permissions

Show only relevant requests to your customers

The app gives us more flexibility in managing permissions. We can

define which user groups have access to the Customer Portal, and

determine for which user groups a certain request type is visible.


Group: astronauts

Training

Gear

Spacecrafts

and shuttles

Other

Expeditions Enter for clearance

Go through the last stage refore

the expedition.

Request new equipment.

Order equipment

Without qualification exams, you can't

join the expedition. Sign up now.

Sign up for qualification exams

If you need new gear, make sure

to notify us.

Order gear

Declare your interest in upcoming

expeditions.

Enter your nomination

Group: management

Training

Gear

Spacecrafts

and shuttles

Other

Expeditions

Introduce an expedition

If you prepared a plan of future

expedition, introduce it to the

committee.



Cancel expedition



Plan training

Add astronauts to our company.

Register astronauts

ReNuest new eNuipment.

Order eNuipment

If you need new gear, make sure to

notify us.

Order gear




External links

Display external documentation and content

Add external links or groups of additional sources to the Customer

Portal and present them on the header bar. Define if the links will

be displayed globally, in every service desk project or in current project

by choosing the link scope.


History of space exploration Must-haves in space Knowledge base Requests

Brief history

Short documentary

Wikipedia

Britannica

41




Visibility

More flexibility in managing permissions

Make the request form more easy on the eye by restricting visibility

of fields or options to particular Jira user groups.


Group: astronauts

What equipment do you want to order?

What type o7 sa7ety tethers do you need?

Momentum exchange tethers

Shyhook

Electrodynamics

Formation flying

Universal orbital support system

Pistol-grip tool

Safety tethers

Other

Pistol-grip tools

Create

Cancel

Pistol-grip tool

Robot crane

Trace gas analyzer

Safety tethers

Other

Group: management

What equipment do you want to order?

What type o\ Ua\ety tetherU do you need?

Pistol-grip toold

Momentum exchange tethers

Shyhoou

Electrodynamics

Formation flying

Universal orbital support system

Create

Cancel




Dynamic Forms

Show up fields depending on the previous selection

Define which options from such custom fields as Radio Buttons, Single

Selects, and Checkboxes display other fields with additional questions.

Also, decide which fields are required.


Target of expedition

Radio buttons

Option

Related filed

The Solar System

The Solar System expedition to

Conducted by

Asteroids and commets

Asteroids and commets expedition to

Conducted by

Tar�et location

Deep Space

Asteroids and commets expedition to

Conducted by

The Solar System

Asteroids and Commets

Deep space


The solar system expedition to

Please fill out the form below to register a space expedition.

Name of expedition

The Sun

Mercury

Venus

The Moon

Mars

Jupiter

Saturn

Uranus

Neptune

Other

Introduce an expedition

/ Space 2elp Center +xpeditions

Mars expedition =<H<

Create

Cancel




Bundled Fields

Multiple pieces of information in a single custom field

Add a section with multiple fields to the request form and compress it into one custom

field. This way the query your agent receives isn’t overloaded with fields, because the

Bundled Field is displayed as one field on the view. You can use four types of custom

fields: Text (single and multi-line), Selects, Date Pickers and Checkboxes.


Edit Assign More Start Progress Done Admin

Tools for new Mission’s Budget Analysts Team

New Employees / NE-3

Comment

Details

Description

Type:

Priority:

Labels:

Tools for new team:

Task

High

Status:

Resolution:

(View Workflow)

Unresolved

Equipment

TO DO

Name

Evelyn Moon

Jason Fening

Eva Bill

Other office supplies

laptop cooling pad,

footrest

laptop cooling pad,

document tray

small

locker

Small electronic devices

headphones, keyboard,

mouse

headphones

headphones

Software

MS Office, Mission

Operations 4.0, Mission

Budget Management 2.8

MS Office, Mission



MS Office, Mission



New team’s manager: Iris Shang.

Team’s location: Mission Operations Dept., room 20, 4th floor, building C

Laptop

MacBook Pro 15

MacBook Pro 14

MacBook Pro 15




Mars expedition 2030

/ / Help Center SPACE SP-2

open

latest

open

DONE

Shared with

SLAs

Attachments

Dates

Issue links

Relates to

Download All

List of astronauts.pdf

Venus Ceres

Creator

23 minutes ago

23 minutes ago

23 minutes ago

Created

3:00

7:58

within 4h

Time to first response

within 8h

Time to resolution

Updated

23 minutes ago

1 minute ago

31 kb

List of eiuipment.pdf

23 minutes ago 45 kb

Launch check list.pdf

Equipment for Mars expedition 2030SP-4

23 minutes ago 122 kb

Launch check list.pdf (122 kb)

List of eiuipment.pdf (45 kb)

List of astronauts.pdf (31 kb)

Share

Export

Clerance for Mars expedition 2030SP-3

Comment on this request...

Activity

Venus Ceres

Details


The Solar System

The Solar System expedition to

Mars

Conducted by

Human spacefight

# of astronauts

5

Type of spaceship

Shuttle

Launch

12/Mar/30

Expedition timescale

Andy Sullivan 12.07.1975 300 E Street

Southwest, Suite

5R30, Washington,

DC 20546, United

States

Jason Fening 10.09.1968 1330 Maryland

Avenue, SW,

Washington DC,

DC 20024-2100

Astronauts

Name Surname Date of birth Address

Display additional information

Detailed request information

Give your customer more information about their request by displaying

assignee, attachments, issue dates, SLAs and issue links on the request

detail view.





My Requests Extensionfor Jira Service Desk

• Close a big gap in Jira Service Desk• Give both your customers and administrators the possibility

to customize the request list• Have a full control over requests and monitor the work in progress

• Configuration kept to the minimum• Define which fields will be displayed by default and which

ones customers can add to their request list• Limit columns visibility to user groups and organizations

• Save their search configuration as filters• Access to more information on the list and the possibility to export it• Sort by columns, i.e. SLA

List all the Requests

My Requests Extension for Jira Service Desk gives customers control

over their request list, enabling them to configure it as they see fit.

Review Awesome! Many customers ask for this feature. The UI is also very friendly.



Customizable view

Enable customers filter their requests

Choose which fields customers can add as columns, and which of them will

be displayed by default, and globally limit their visibility for selected user groups

and organizations. Thanks to this, the customers will be able to customize their

request list and save them as filters for selected user groups and organizations.

My Requests Extension for Jira Service Desk

All requests

Open

Closed

Search

Columns

Type Summary Project Status Time to resolution

1-21 of 21

Type Summary Project Status Time to resolution

Future expeditions

Waiting for clearance

Waiting for approßal

Training

Gear to order

Spacecrafts and shuttles

New Astronauts

Ordered Gear

Qualification exams

Requests All requests

Start training for �ars "xpedition �� Trainin%

waiting for approval

New training sessions Trainin%

P<A==E9

In progress

Training for �aQ ��L expedition Trainin%

New Astronaut Expeditions

registered

In progress

Prepare gear Expeditions

Cancel shuttle launch Expeditions

In progress

Clearance for expedition Expeditions

waiting for approval

Enter qualification exams Expeditions

Entered

Qualification exams for May 2021 expedition Training

scheduled

Mars Expedition 2030 Expeditions 5:25

50:13

11:08

13:��

10:15

3:12

PLANNED

Schedule qualification exams for Mars Expedition Training

PLANNED

Planned� In pr...Organization: allIntroduce an...Expeditions� ðra...


https://marketplace.atlassian.com/apps/1219647/my-requests-extension-for-service-desk?hosting=server&tab=overview


Extended self-service and automation

Actions for Jira Service Desk enables customers to interact with and transition their requests, as well as adds to the native Jira Service Desk automation possibilities.

Actionsfor Jira Service Desk

ReviewVery good add-on for the price. We primarily use it for updating issue fields

in the JSD portal. It’s easy to create a loopback transition that permits update

of specific fields in the request. (...) you should check out Deviniti’s add-ons

as they have excellent tools for creating richer functionality in the JSD portal.

• Enable your customers to edit their request and send you feedback instantly after their ticket is solved

• Provide your customer with the highest-quality support by allowing them to transition the requests with filled additional required fields

• Simple configuration• Use Jira workflow transitions, Jira fields and custom fields• Extended native automation configured in the project settings

• Edit their request if there’s a mistake without a need to contact an assigned agent

• Their ticket is assigned to the right person• Focus on solving the query rather than asking questions• Greater sense of control



Actions for Jira Service Desk

Extended automation possibilities

The app adds two more conditions and a couple of actions to the default

automation rules. These enable us to, among a few other things, auto-

assign agents to the created issues based on the reporter’s language

or what the reporter’s email contains.

Automated Service Desk

WHEN

Issue created

Tips for customizing this rule

When an issue is created, this rule automatically assigns defined user based on reporter

language

Reporter Language

IX

Reporter Language

de

IX

Reporter Language

es

then

Assign User to Issue

klaus.augen

then


pablo.armero

Add comment

Transition issue

Alert usef

Edit request type

AutoBapproveAdecline

Webhook

Send email


Set Priority to Issue

ATT laIe_

ATT re>uest parti�ipants

ATT organiWations

Issue matches

Comment visibility

User type

Comment contains

Comment is primary actio�

Reporter Email Contains

Reporter panguage

CustomerBvisible status changed

Link type matches

Linked issue matches

Comment added

Comment edited

Issue created

Issue resolution changed

Status changed

A linked issue is transitioned

Participant added

Organizations added to issue

Approval required

SLA time remaining

THENIFWHEN




Self-service possibilities

More involved customers

Don’t limit your customers to commenting on their requests every time

they need to change something, and enable them to edit it themselves.


planning

planning

From:

To:

Type of spaceship

Shuttle

250 days

Jason Fenin� 12/Jul/1975

12/Mar/2030

5

Launch

Expedition timescale

Number of astronauts

Astronauts

*First Name *Last Name *Date of birth

Eris Mercury 29/Nov/1967

*First Name *Last Name *Date of birth

EFit

Cancel

Venus Ceres

Reporter

EFit




Customer surveys

Detailed feedback about the support process

Extend the customer surveys with additional questions and

let your customers access them directly from the request.


Spaceship

Good

Good

Equipment storage wasn't visible or clear

enough. Sometimes, it was hard to organize the

gear, because the wraps didn't want to stick.

There were some gaps in our training - we

didn't know how to do some actions properly

and we had to figure it out on our own or read

the manuals.

E�cellentTools

Contact with control center

Please tell us what you think

about the E�pedition.

What could be better?

What did go wrong?

booked

Feedback

Fro':

To:

Description:

Venus Ceres

Reporter

FeeOMNcJ

Cancel

FeeOMNcJ




Your way to international customer support

Translation for Jira Service Desk provides

you with the means to make your Customer

Portal a global platform.

Translationfor Jira Service Desk

• Positive brand image as an international company who cares for its customers and provides the highest quality of support and customer experience

• Add any number of languages supported by Jira to the switcher in the app’s global configuration

• Easy project configuration enables the translation of various service desk projects for a specific user group’s mother tongues

• Switch to their mother tongue easily by clicking the user avatar and selecting the right language in the dropdown menu

• Everything’s clear and understandable, making it easier to find the right requests



Multilingual customer portal

Translate what you want

Choose the language you want to translate into, rewrite the specific text

from Customer Portal, provide the translation, and apply it to all service

desk projects if needed.

Translation for Jira Service Desk

Polish

Polish

Polish

Polish

German

German

Polish

Polish

Polish

gear

Expeditions

Training

Gear

Spacecrafts and shuttles

Enter for clearance

Enter your nomination

Order

Order e�uipment

Sign up for �ualification exams�

Wyprawy kosmiczne

Szkolenia

Sprz+t

Add new translation

Language Key Value

Language switcher configuration:

Language to se�ect

Português (Brasil)

Eesti (Eesti)

Svenska (Sverige)

Language switcher

English (Fnited States)

Polski (Polska)

Deutsch (Deutschland)

Change language

English (United States)

English (United States)

Polski (Polska)

Deutsch (Deutschland)


https://marketplace.atlassian.com/apps/1213698/translation-for-jira-service-desk?hosting=server&tab=overview


Take care of your support team

Queues for Jira Service Desk app strongly improves usability

with a couple of features, such as advanced JQL filtering

to create cross-project queues. It also allows to use queues

for projects of Software or Business types.

Queuesfor Jira Service Desk

• Save your team’s time by storing cross-project queues in one place• Ensure that no request will go amiss• Improve the quality of customer support

• Manage visibility of the queues depending on groups• Create cross-project queues• Possibility to create a tree structure of folders with queues

• Have control over their work with queues stored and sorted in one place

• Sort queues by any column to set priority and order the requests• Hide the unused queues and reduce the page load time

ReviewIt’s a great app, which extends Jira with a very good queues function of Service

Desk to the complete Jira system and even across several projects.



Work on the right requests at the right time

Structure your work with queues

Create group-based permissions to display only relevant queues to the

specific team members. Also, group queues to give them some structure

and hide the unnecessary ones to improve performance and stability

of the system.

Queues for Jira Service Desk

Gear

Schedule

Old gear

Common Tests

Regression Tests

Astronaut's qualification exams

Other

Ordered

Part 1

PrÚÙeÕt 2

New gear

3400

1293

PrÚÙeÕt ñ

…

To order

Gear 2020

Queues

Planned expeditions

1

12

New queue

Issues to show

Columns

Description

CCunt issues in the Lueue Cn paXelCadF It maH slCw dCwn HCur Bira instanceF

Advanced

Astronaut's qualification exams

Name

Save

Cancel

Add to folder

mission-support training-support Astronauts-support

Visible to groups

project in ('Expeditions service desk', 'Training service desk' )

List of qualification exams for Astronauts to schedul e

Qualification exams and trainings

Priority Summary Time to resolution Name of expeditionKey




Issue Templates for Jira

Default templates for request typesSpend less time and effort on filling in the forms

Choose the request types which you’d like to help your customers create by applying a templated script.

Active Directory Attributes Sync for Jira

User’s attributesPresent synchronized data

Grab the assignee’s contact details from your LDAP server and show them in a custom field displayed in the side column of the request to enable customers easy contact with an agent.

Discoverthe rest of Deviniti’s galaxy


https://marketplace.atlassian.com/apps/1211044/issue-templates-for-jira?hosting=cloud&tab=overview

https://marketplace.atlassian.com/apps/1211044/issue-templates-for-jira?hosting=cloud&tab=overview

https://marketplace.atlassian.com/apps/1220477/azure-ad-attributes-for-jira?hosting=cloud&tab=overview

https://marketplace.atlassian.com/apps/1220477/azure-ad-attributes-for-jira?hosting=cloud&tab=overview

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Get in touch with usto take full advantageof Atlassian products

[email protected]/houston

deviniti.com/[email protected]

Deviniti Sp. z o.o. 2019 All Rights Reserved

1. Find our apps on the Atlassian Marketplace

2. Try our apps in a free 30-day trial

3. Book a demo session calendly.com/deviniti


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04 deviniti.com deviniti.com 05 · requirements and test management (rtm) for jira brings...

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