how to automate ticket creation in jira service desk in just 5 minutes
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© 2016 Ayehu All rights reserved.
How To Automate Ticket
Creation in JIRA Service Desk
in Just 5 Minutes!
starting at
12:00pm ET / 9:00am PT
Yaron Levy
VP, Professional Services
Today’s webinar will be presented by:
Guy Nadivi
Director, Business Development
© 2016 Ayehu All rights reserved. slide 2
Tom Melnik
Sales Engineer
Company Background
• Leading innovator of IT Process Automation Software
• Founded in 2007, Headquarters in New York
• Product first launched in 2009
• Flagship product: eyeShare™ IT Process Automation v4.8
• Eric Benhamou, former CEO of 3Com and Palm, BGV currently
slide 3© 2016 Ayehu All rights reserved.
Sample of eyeShare Users
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Network Monitoring Systems & ITSMs
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Disconnected Process
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Level 1
Level 2
Open Update CloseAlert
Dismiss
Closed Loop Process
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Open Update CloseAlert
Dismiss
Automated Remediation
Closed Loop Process Benefits
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1. Eliminate manual work and human errors
2. Reduce resolution time (MTTR) of incident alerts
3. Enforce problem and change management
procedures (ITILv3 Compliance)
4. Reduce the amount of "noise" in the service desk
5. Empower Level1 and Level2 staff to work on more
important things
6. Ensure a fully documented end-to-end process in JIRA
Service Desk
What are the Top 5 Tasks You
Should Automate? ?
© 2016 Ayehu All rights reserved.
1. JIRA Service Desk ticket creation upon
issuance of incident alert
2. Automating Service/Server restarts
3. Mitigating false alerts
4. Freeing up server disk space
5. Communication, notification, & escalation
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Simple Approach
slide 10© 2016 Ayehu All rights reserved.
Simple Approach vs. eyeShare Approach
Confirmation
slide 11© 2016 Ayehu All rights reserved.
No way to confirm JIRA
Service Desk received
email from SolarWinds
& created ticket
Ticket creation by
eyeShare is confirmed
with JIRA Service Desk
ticket number &
technician assigned to
incident, which then
gets propagated back
to SolarWinds for
cross-referencing
Simple Approach vs. eyeShare Approach
Data Enrichment
slide 12© 2016 Ayehu All rights reserved.
All information from
SolarWinds email
stuffed into one field on
JIRA Service Desk
form
eyeShare performs
data enrichment, &
populates relevant info
into multiple fields on
JIRA Service Desk
ticket at creation time
Simple Approach vs. eyeShare Approach
Testing False Positives
slide 13© 2016 Ayehu All rights reserved.
No way to verify that
alert isn’t a false
positive
eyeShare can
incorporate a
verification procedure
in the ticket creation
process to ensure that
alert isn’t a false
positive
JIRA Service Desk Demo of
Automated Ticket Creation
© 2016 Ayehu All rights reserved. slide 14
Workflow Design Interface
slide 15© 2016 Ayehu Inc. All rights reserved.
Over 500 pre-built activities
Over 120 pre-built
workflows
ZERO programming
required!
eyeShare Dashboard Interface
slide 16© 2016 Ayehu Inc. All rights reserved.
Workflows actively running
display here
Activities running within a workflow display line-by-line
Launching Workflows
slide 17© 2016 Ayehu Inc. All rights reserved.
1. Events
o JIRA Service Desk Ticket
o Alert
o SNMP Trap
o SYSLOG
o MQ
o CLI
o Webservice
o Email
o SMS
2. Scheduled Actions
3. Self-Service Portal
Demo
slide 18© 2016 Ayehu Software Technologies, Ltd. All rights reserved.
Ask Us Anything
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I don’t always answer webinar questions
But when I do, my answers are very interesting
Please send any follow up questions to:
Guy Nadivi
guy@ayehu.com
www.ayehu.com
slide 20
Go To ayehu.com
Free trial versionof eyeShare!
© 2016 Ayehu All rights reserved.
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