san francisco atlassian user group - february 2014
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FEBRUARY 2014
san franciscoATLASSIAN USER GROUP
Cloud computing designed and built for developers.
Atlassian Update
Our Sponsors
Growing a Business with JIRA
Tracking Business Leads in JIRA
Agile Automation with Crontabs
Service Desk saved the HelpDesk
Our Sponsors
Coyote CreekInformation Technology and Software Engineering
Professional Services. Based In Silicon Valley.
Service RocketPowering the Next Generation of
Fast-Growing Software Companies.
Atlassian Update
Our Sponsors
Growing a Business with JIRA
Tracking Business Leads in JIRA
Agile Automation with Crontabs
Service Desk saved the HelpDesk
Our Sponsors
Introducing
D a n C h u p a r k o f f • J I R A P r o d u c t M a r k e t i n g • @ c h u p a r k o f f
A quick update
G e t C o d i n g !
S t o r y a s s i g n e d
Powerful SLAs
Real-time Reporting
Custom Team Queues
Intuitive Interface
Powerful SLAs
Real-time Reporting
Custom Team Queues
Intuitive Interface
C u s t o m e r -c e n t r i c
l a n g u a g e !
S i m p l i f i e d I n t e r f a c e !
Natural-language requests1
Simplified request interface2
Self-service knowledge base3
Intuitive Interface
Turn your #SERVICEDESK into a self-service desk with @JIRA #servicedesk
Powerful SLAs
Real-time Reporting
Custom Team Queues
Intuitive Interface
B e s t -p r a c t i c e Te a m
Q u e u e s !
N e w I s s u e , 2 n d
o n t h e l i s t
One place for your team to go1
Automatically triaged & prioritized2
JIRA Query Language (JQL)3
Custom Team Queues
Automate triage and prioritization of requests with @JIRA #SERVICEDESK
Powerful SLAs
Real-time Reporting
Custom Team Queues
Intuitive Interface
0:23T I M E R O N
Integrated SLA Visibility
I S S U E R E S O LV E D - S L A M E T
-0:35
Integrated SLA Visibility
@JIRA #SERVICEDESK #SLAs kick-ass!
I S S U E R E S O LV E D - S L A M E T
0:42
Integrated SLA Visibility
@JIRA #SERVICEDESK #SLAs kick-ass!
0:42
0:42
0:42
J Q L : Priority = Blocker
Advanced SLA Configuration
J Q L : Priority = Blocker
Advanced SLA Configuration
Advanced SLA Configuration
J Q L : Priority = Major
Advanced SLA Configuration
Advanced SLA Configuration
J Q L : Reporter in group(“bosses”)
Advanced SLA Configuration
Advanced SLA Configuration
Powerful SLA engine1
Integrated SLA visibility2
Supports advanced SLA rules3
Powerful SLAs
SLAs in @JIRA #SERVICEDESK are powerful and visible everywhere
Powerful SLAs
Real-time Reporting
Custom Team Queues
Intuitive Interface
Great reports out of the box1
Easily create new reports with JQL2
Retroactively applied against your data3
Real-time Reporting
With @JIRA #SERVICEDESK, retroactively apply SLAs & review real-time reports
Powerful SLAs
Real-time Reporting
Custom Team Queues
Intuitive Interface
plus years of
evolution
@JIRA #SERVICEDESK leverage all existing @JIRA customizations and workflows
Workflows
Notifications
PeopleFields
MarketplacePermissions
ATLASSIAN.COM/SERVICEDESK
Atlassian Update
Our Sponsors
Growing a Business with JIRA
Tracking Business Leads in JIRA
Agile Automation with Crontabs
Service Desk saved the HelpDesk
Our Sponsors
Building a connected universe
Building a Connected Universe
Matt Sommer Co-Founder at Alanax Technologies Senior Business Systems Analyst at Tesla Motors
matthew.sommer@Alanax.com
http://www.Alanax.com
| Building a connected universe | February 9, 2014 | www.alanax.com
Overview of Alanax
• Start-up developing software to simulate packet-based networks used by satellites, planetary rovers, rockets, UAVs,…
| Building a connected universe | February 9, 2014 | www.alanax.com
JIRA AND CONFLUENCE
• Started using JIRA for product development and Confluence for product documentation
• Needed a “Customer Relationship Management” (CRM) tool to manage contacts and business leads
• Needed a way to link accounts to bugs, feature requests, etc. • Most options involved paying for another cloud based service
then using a plugin to integrate with JIRA – Higher costs – Confusing – Clunky
| Building a connected universe | February 9, 2014 | www.alanax.com
Why not JIRA?
• JIRA is flexible enough it can be set up as a simple CRM tool
• Provides the same functionality of most entry level CRM systems (including SalesForce.com)
• Tight integration of R&D, product development, sales, and service
• No added licensing costs!
| Building a connected universe | February 9, 2014 | www.alanax.com
Issue Types (Sales)
• Account • Contact • Business Opportunity • Quote • Invoice
| Building a connected universe | February 9, 2014 | www.alanax.com
Accounts
• Billing and shipping information
• Social networking information
• Market segmentation tracking (what industry is the account?)
| Building a connected universe | February 9, 2014 | www.alanax.com
Contacts
• Tracks contact information
• May we contact them? • Do we have notes
about the contact?
| Building a connected universe | February 9, 2014 | www.alanax.com
Business Opportunities
• Status of a sale • Probability of closing
the sale • How did we generate
the opportunity? • What’s the potential
size of the sale?
| Building a connected universe | February 9, 2014 | www.alanax.com
Workflow Status
• Kept it simple with only active and inactive states
• Tracking status of accounts and business lead in fields such as sales status
• Accounts will theoretically stay “open” forever
| Building a connected universe | February 9, 2014 | www.alanax.com
Reporting in JIRA and Confluence
• We can identify our important sales opportunities and can focus on them
• Our pipeline clearly reported using dashboards and exporting data
• Valuable data on sales is readily available which will allow us to be continually optimizing our products and services
| Building a connected universe | February 9, 2014 | www.alanax.com
Completing the feedback loop
• Getting early customer feedback is important • Plan to add service and support features – Service Request – Questions – Feedback
New Feature
Customer Feedback
| Building a connected universe | February 9, 2014 | www.alanax.com
Extending the runway!
• If we were to use a comparable offering from Salesforce.com it would cost $125 per user per month
• Given our current size we are saving $6000 a year
• No added costs as we add users (within the Atlassian user billing groups, which we’d have to pay for anyway)
| Building a connected universe | February 9, 2014 | www.alanax.com
What’s next? An ERP system!
• Quotes • Invoices • Products • Service Offerings
| Building a connected universe | February 9, 2014 | www.alanax.com
Everything is in one system! And can scale!
R&D • Features • Tasks
Sales • Accounts and
Contacts • Business
Opportunities
Service • Service
Requests • Bugs, Feature
Requests
G&A • Quotes • Invoices
| Building a connected universe | February 9, 2014 | www.alanax.com
Thank you!
!
Matt Sommer matthew.sommer@alanax.com
http://www.linkedin.com/in/matthewsommer/
@yerself
Atlassian Update
Our Sponsors
Growing a Business with JIRA
Tracking Business Leads in JIRA
Agile Automation with Crontabs
Service Desk saved the HelpDesk
Our Sponsors
ZephyrThe Real-Time Test Management System. Get it.
cPrimeAligning Projects. Enhancing Teams.
Atlassian Update
Our Sponsors
Growing a Business with JIRA
Tracking Business Leads in JIRA
Agile Automation with Crontabs
Service Desk saved the HelpDesk
Our Sponsors
Quad Dimensions Anas Al-Amoudi
Arab world
Mobile growth in Arab Countries
Agile adoption
JIRA Dashboards
HipChat
The Result
Atlassian Update
Our Sponsors
Growing a Business with JIRA
Tracking Business Leads in JIRA
Agile Automation with Crontabs
Service Desk saved the HelpDesk
Our Sponsors
Standup automation with
Agile automation with crontabs
Dave Elkan
Formerly Presently
@edave
Agile automation with crontabs
Daily standup
Agile automation with crontabs
With remote team members?
Daily standup
Agile automation with crontabs
Daily standupWith a Google Hangout on the wallboard
Agile automation with crontabs
…manually
Daily standupWith a Google Hangout on the wallboard
Agile automation with crontabs
Uses cron to play standup music
Agile automation with crontabs
Can a cron job open a Google Hangout?
So I thought…
Agile automation with crontabs
what’s cron?But first…
Agile automation with crontabs
Crontab# * * * * * command to execute # ┬ ┬ ┬ ┬ ┬ # │ │ │ │ │ # │ │ │ │ │ # │ │ │ │ └───── day of week (0 - 7) # │ │ │ └────────── month (1 - 12) # │ │ └─────────────── day of month (1 - 31) # │ └──────────────────── hour (0 - 23) # └───────────────────────── min (0 - 59)
Agile automation with crontabs
Crontab~ $ crontab -e 30 20 * * MON-FRI backup.sh 10 17 * * SAT record.sh
Agile automation with crontabs
Crontab
Agile automation with crontabs
A Chrome extension for opening, closing and reloading tabs with cron expressions.
Crontabs
Agile automation with crontabs
Open edave.net at 8:30 p.m every Saturday
Close the tab again at 9.00 p.m every Saturday
Agile automation with crontabs
Our standup schedule
• 10:29:50 - Load Pandora for standup music • 10:30:00 - Load Google Hangout • 10:30:30 - Close Pandora • 10:37:00 - Close Google Hangout
Agile automation with crontabs
Agile automation with crontabs
More than just standups
Atlassian Update
Our Sponsors
Growing a Business with JIRA
Tracking Business Leads in JIRA
Agile Automation with Crontabs
Service Desk saved the HelpDesk
Our Sponsors
Twitter Inc. | @stillings
@stillings
Service Desk saved the Twitter HelpDesk!
Twitter Inc. | @stillings
BackgroundJIRA
2010 - SFO 2012 - NYC/DUB/TOK 2013 - LON/BOS 2014 - ???
Twitter Inc. | @stillings
Twitter Inc. | @stillings
Pre-Service DeskTicket Intake
Twitter Inc. | @stillings
Pre-Service DeskTicket Intake
Twitter Inc. | @stillings
Pre-Service DeskTicket Intake
Twitter Inc. | @stillings
Pre-Service DeskTicket Intake
Black hole
Twitter Inc. | @stillings
Pre-Service DeskTicket Intake
????Black hole
Twitter Inc. | @stillings
Twitter Inc. | @stillings
Post-Service DeskTicket Intake
Twitter Inc. | @stillings
Post-Service DeskTicket Intake
Twitter Inc. | @stillings
Post-Service DeskTicket Intake
Customer Portal
Twitter Inc. | @stillings
•Google Apps !!!•VPN !!!•Peripherals
Post-Service DeskTicket Intake
ComponentsCustomer Portal
Twitter Inc. | @stillings
Twitter Inc. | @stillings
Twitter Inc. | @stillings
Twitter Inc. | @stillings
Twitter Inc. | @stillings
Twitter Inc. | @stillings
@stillings
Twitter Inc. | @stillings
@stillings
Questions?
FEBRUARY 2014
san franciscoATLASSIAN USER GROUP
Thank you!
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