automating jira service desk : resolving your issues faster

EDWARD ZHANG & CLEMENT CAPIAUX • DEVELOPERS • ATLASSIAN

Automating JIRA Service Desk Resolving Your Issues Faster


W H AT TO A U TO M AT E

I S Y O U R T E A M ( I N ) E F F I C I E N T ?

A U TO M AT I O N I N J S D

Q U E S T I O N S

JIRA Service Desk key features

Customer portal

Queues

SLAs

Reports

Knowledge Base

Studies showed that…

of IT teams did not have enough resources to deliver the level of service that they aspire to

52%Credits - “Anatomy of the Service Desk” by “SDI Europe” http://toolbox.servicedeskinstitute.com/admin/includes/download.php?id=586


of agents feel stressed at work



of a service desk’s time is spent on fire-fighting



of agents say they feel under pressure at work


When your IT team is overwhelmed…

Image credits http://businessviews.co.za/ http://www.motherswhowork.co.uk/2012/06/7-tips-for-busy-mums-to-get-more-done-and-fit-even-more-into-their-days/

… they become demotivated

Image credits http://static.guim.co.uk/sys-images/Guardian/Pix/pictures/2015/2/23/1424719457735/Man-sleeping-at-desk-head-009.jpg

http://businessviews.co.za/

http://www.motherswhowork.co.uk/2012/06/7-tips-for-busy-mums-to-get-more-done-and-fit-even-more-into-their-days/

http://static.guim.co.uk/sys-images/Guardian/Pix/pictures/2015/2/23/1424719457735/Man-sleeping-at-desk-head-009.jpg

Image credits http://businessviews.co.za/ http://www.motherswhowork.co.uk/2012/06/7-tips-for-busy-mums-to-get-more-done-and-fit-even-more-into-their-days/

… forget about the important stuff

Image credits http://cdn.shopify.com/s/files/1/0189/8634/files/messy-office.jpg?12125

http://businessviews.co.za/

http://www.motherswhowork.co.uk/2012/06/7-tips-for-busy-mums-to-get-more-done-and-fit-even-more-into-their-days/

http://cdn.shopify.com/s/files/1/0189/8634/files/messy-office.jpg?12125

of your serviced customers agree that their service desk needs to be more efficient

93%Studies showed that…

Credits - “Anatomy of the Service Desk” by “SDI Europe” http://toolbox.servicedeskinstitute.com/admin/includes/download.php?id=586

Could we automate things a bit?

• Big cool statistic

• 2,569

• Add-Ons in Marketplace

Today, automation is everywhere…

Image credits - http://elepho.com/amazing-home-cleaning-appliances-with-robot-tile-floor-claner/delectable-round-black-robot-tile-floor-cleaner-and-birch-wood-vinyl-floor-for-your-home/

http://elepho.com/amazing-home-cleaning-appliances-with-robot-tile-floor-claner/delectable-round-black-robot-tile-floor-cleaner-and-birch-wood-vinyl-floor-for-your-home/


• 2,569


Everywhere.

Image credits - http://www.nytimes.com/2013/07/16/business/last-car-plant-brings-detroit-hope-and-cash.html?

http://www.nytimes.com/2013/07/16/business/last-car-plant-brings-detroit-hope-and-cash.html?pagewanted=all&_r=0


• 2,569


E-ve-ry-where.

Image credits - http://twicr.tumblr.com/post/19731884194/trends-in-robots

http://twicr.tumblr.com/post/19731884194/trends-in-robots

What about in IT? And in JIRA Service Desk?

“Oh, I need to go update this

application now.”

“I need to set this customer’s

expectations”

“Let’s close old tickets.”

Repetitive tasks

“Can I get access to this system

please?”

“L1 support hasn’t actioned this ticket, let’s escalate it.”

“The customer hasn’t replied for days. I probably should

ping for input.”

“Are some issues about to breach their SLA?”

Trying not to forget about important stuff

“I want to help too!”“May I help you?”

Can we automate and help your agents?

Like…


• 2,569


… this?

It would be…

… AUTOMAGIC !

Introducing…

Automation for

JIRA Service Desk





Q U E S T I O N S

Anatomy of a rule

Rule Component

Rule

JSD blueprintsBe aware of urgent issues

This rule alerts you to urgent issues when they are raised so you can address them immediately.

Update incident when linked problem transitions

This rule alerts you to urgent issues when they are raised so you can address them immediately.

Re-open on customer comment

When a comment is added to a resolved issue, this rule will re-open the issue.

Set customers expectations

Let customers know of expected resolution times when they raise a request.

Keep on top of SLAs

This rule alerts you to at-risk SLAs so you can stay on top of important issues.

Transition on comment

When a comment is added to an issue, this rule automatically transitions the issue so it’s clear who it’s waiting on.

What can you extend?

• Any JIRA event• Issue events• User events

• Any other event• Webhook

• Custom field value

• User property• Webhook URL

param

• REST API call• Close a bunch of

issues• Send an email• Send a HipChat

message


• 2,569



• 2,569


Keep calm. We have docs.

Define the module

<automation-rule-then-action key="call-number-then-action" class="com.atlassian.plugins.atlascamp.sdautomation.CallMeMaybe" name="Call number" name-i18n-key="call.number.name"> <icon-class>user-status</icon-class> <requires> <require>issue</require> </requires> <visualiser class="com.atlassian.plugins.atlascamp.sdautomation.CallNumberVisualiser"/> <validator class="com.atlassian.plugins.atlascamp.sdautomation.PhoneNumberValidator"/> <web-form-module>atlascamp/automation/demo/modules/call-number-form</web-form-module> </automation-rule-then-action>




Q U E S T I O N S


Shan wants trivial tasks eliminated

“Password reset requests from business users of our internal systems are a thing of the past”

THEN

reset the reporters password automatically

IF

request is a “Password Reset” for an “Internal System”

WHEN

an issue is created

Shan’s Automation rule

Sophia wants to work faster and smarter

“What if I could automatically triage incoming tickets that are managed externally?”

THEN

add the issue label “managed_externally”

IF

the reporter email address domain is “@atlassian.com”

WHEN

an issue is created

Let’s help Sophia with Automation

http://atlassian.com

Robert wants to be aware of important things

“I remember when my team was missing these urgent tickets and customers were angry at us”

THEN

send a HipChat message to Robert

IF

it is a Blocker issue

WHEN

an SLA is 30mins away from breaching

Robert has set this automation rule

THEN

send a HipChat message to Robert

IF

it is a Blocker issue

WHEN

an SLA is 30mins away from breaching

Robert has set this automation rule

WHEN

an SLA has breached

THEN

send a HipChat message to the whole team

Keynote Atlassian for IT teams

Tomorrow 09:00 AM

Tomorrow 01:00 PM

ChatOps: Automating your Company with HipChat, Bitbucket and JIRA Service Desk

Oscar Insurance

Automation helps you focus on the right things

You can automate the shit out of everything

Come and see us at the JSD area

Thank you!

EDWARD ZHANG & CLEMENT CAPIAUX • DEVELOPERS • ATLASSIAN

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automating jira service desk : resolving your issues faster

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