turbo-charge your jira service desk with itsm & automation awesomeness
TRANSCRIPT
LUCAS DUSSURGET • DIRECTOR • VALIANTYS • @VALIANTYSEN
Turbo-charge your JIRA Service Desk with ITSM & automation
awesomeness
Agenda I n c i d e n t c a t e g o r i s a t i o n
D y n a m i c p o r t a l
T e m p l a t e s & C a n n e d R e s p o n s e s
T a s k A u t o m a t i o n
Incident Categorization I n c i d e n t c a t e g o r i s a t i o n
D y n a m i c p o r t a l
T e m p l a t e s & C a n n e d R e s p o n s e s
T a s k A u t o m a t i o n
E U R O P E A N G O V E R N M E N T A G E N C Y
How can I know which system and system version is affected by incidents raised by a customer ?!
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This is how we implemented it
Step 1 Step 2 Step 3
• Install Insight for JIRA
• Add permissions to customers
• Create a new Object Schema
• Create System Custom Field
• Create Version Custom Field
• Link System with its versions
• Link System and/or Versions to specific customers
Categorization by systems for Customer A
Select the system impacted
Versions are updated dynamically
Categorization by systems for Customer B
Select the system impacted
Versions are updated dynamically
Dynamic portal
D y n a m i c p o r t a l
I n c i d e n t C a t e g o r i z a t i o n
T e m p l a t e s & C a n n e d R e s p o n s e s
T a s k A u t o m a t i o n
How can I make the customer portal relevant to our target end user, e.g. only business managers can see change requests? !
!
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” T O P E U R O P E A N I N S U R E R – 7 7 , 0 0 0 E M P L O Y E E S
This is how we implemented it
Install Add-on Create group Add Security Select Change Requests
Install Extension for JIRA Service Desk
Create you Managers group in JIRA and add
users to it
Go to Security section of the add-on admin panel
Add Change Request – request type and select the
managers group
Templates & Canned Responses
T e m p l a t e s & C a n n e d R e s p o n s e s
D y n a m i c p o r t a l
I n c i d e n t C a t e g o r i z a t i o n
T a s k A u t o m a t i o n
I want to create templates of recurring issues or comments in order to make agents more productive.!
“ ” L U X U R Y F A S H I O N L A B E L
Task Automation
T a s k A u t o m a t i o n
P o r t a l R e q u e s t s R e l e v a n c e
T e m p l a t e s & C a n n e d R e s p o n s e s
I n c i d e n t C a t e g o r i z a t i o n
I would like to create and assign all the onboarding tasks for new employees in just one operation!
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H O S P I T A L S O F T W A R E P R O V I D E R
How did we implement it
Install Exocet
Install Exocet from Atlassian Marketplace
Create Operation Button
In the Exocet configuration panel
Add Field Mapping
To import the issue fields into the sub-tasks