deep dive into automation: scaling jira service desk
TRANSCRIPT
Deep Dive into AutomationScaling Jira Service Desk
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Think of a time-consuming task yoursquove got to do repeatedly
SCENARIO
Fineee I guess Irsquoll do it
YOU
Irsquom feeling efficient lazy Letrsquos see if I can write a script to do it
YOU
5 stages of grief scripting
1 Belief You start this journey with so much hope and so many aspirations
2 Application Itrsquos action time
Yoursquove started scripting in NodeJS Yoursquore enthusiastic
3 Denial Okay shoot This is taking longer than you thought
4 Regret Day 671 Just finished
No word from home
5 Acceptance At least it looks cool right macr_(ツ)_macr
hellip Right
What if I told you there was another way
BUT WAIT
Get
Ready
For
The
Craziest
Slide
in
Summit 2017
inJira Service Desk
Automation
Wow
Amazing
50Of all projects actively use automation
If Some conditions are met
How does it work
Then Do something
When Something happens
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Think of a time-consuming task yoursquove got to do repeatedly
SCENARIO
Fineee I guess Irsquoll do it
YOU
Irsquom feeling efficient lazy Letrsquos see if I can write a script to do it
YOU
5 stages of grief scripting
1 Belief You start this journey with so much hope and so many aspirations
2 Application Itrsquos action time
Yoursquove started scripting in NodeJS Yoursquore enthusiastic
3 Denial Okay shoot This is taking longer than you thought
4 Regret Day 671 Just finished
No word from home
5 Acceptance At least it looks cool right macr_(ツ)_macr
hellip Right
What if I told you there was another way
BUT WAIT
Get
Ready
For
The
Craziest
Slide
in
Summit 2017
inJira Service Desk
Automation
Wow
Amazing
50Of all projects actively use automation
If Some conditions are met
How does it work
Then Do something
When Something happens
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Fineee I guess Irsquoll do it
YOU
Irsquom feeling efficient lazy Letrsquos see if I can write a script to do it
YOU
5 stages of grief scripting
1 Belief You start this journey with so much hope and so many aspirations
2 Application Itrsquos action time
Yoursquove started scripting in NodeJS Yoursquore enthusiastic
3 Denial Okay shoot This is taking longer than you thought
4 Regret Day 671 Just finished
No word from home
5 Acceptance At least it looks cool right macr_(ツ)_macr
hellip Right
What if I told you there was another way
BUT WAIT
Get
Ready
For
The
Craziest
Slide
in
Summit 2017
inJira Service Desk
Automation
Wow
Amazing
50Of all projects actively use automation
If Some conditions are met
How does it work
Then Do something
When Something happens
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Irsquom feeling efficient lazy Letrsquos see if I can write a script to do it
YOU
5 stages of grief scripting
1 Belief You start this journey with so much hope and so many aspirations
2 Application Itrsquos action time
Yoursquove started scripting in NodeJS Yoursquore enthusiastic
3 Denial Okay shoot This is taking longer than you thought
4 Regret Day 671 Just finished
No word from home
5 Acceptance At least it looks cool right macr_(ツ)_macr
hellip Right
What if I told you there was another way
BUT WAIT
Get
Ready
For
The
Craziest
Slide
in
Summit 2017
inJira Service Desk
Automation
Wow
Amazing
50Of all projects actively use automation
If Some conditions are met
How does it work
Then Do something
When Something happens
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
5 stages of grief scripting
1 Belief You start this journey with so much hope and so many aspirations
2 Application Itrsquos action time
Yoursquove started scripting in NodeJS Yoursquore enthusiastic
3 Denial Okay shoot This is taking longer than you thought
4 Regret Day 671 Just finished
No word from home
5 Acceptance At least it looks cool right macr_(ツ)_macr
hellip Right
What if I told you there was another way
BUT WAIT
Get
Ready
For
The
Craziest
Slide
in
Summit 2017
inJira Service Desk
Automation
Wow
Amazing
50Of all projects actively use automation
If Some conditions are met
How does it work
Then Do something
When Something happens
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
1 Belief You start this journey with so much hope and so many aspirations
2 Application Itrsquos action time
Yoursquove started scripting in NodeJS Yoursquore enthusiastic
3 Denial Okay shoot This is taking longer than you thought
4 Regret Day 671 Just finished
No word from home
5 Acceptance At least it looks cool right macr_(ツ)_macr
hellip Right
What if I told you there was another way
BUT WAIT
Get
Ready
For
The
Craziest
Slide
in
Summit 2017
inJira Service Desk
Automation
Wow
Amazing
50Of all projects actively use automation
If Some conditions are met
How does it work
Then Do something
When Something happens
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
2 Application Itrsquos action time
Yoursquove started scripting in NodeJS Yoursquore enthusiastic
3 Denial Okay shoot This is taking longer than you thought
4 Regret Day 671 Just finished
No word from home
5 Acceptance At least it looks cool right macr_(ツ)_macr
hellip Right
What if I told you there was another way
BUT WAIT
Get
Ready
For
The
Craziest
Slide
in
Summit 2017
inJira Service Desk
Automation
Wow
Amazing
50Of all projects actively use automation
If Some conditions are met
How does it work
Then Do something
When Something happens
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
3 Denial Okay shoot This is taking longer than you thought
4 Regret Day 671 Just finished
No word from home
5 Acceptance At least it looks cool right macr_(ツ)_macr
hellip Right
What if I told you there was another way
BUT WAIT
Get
Ready
For
The
Craziest
Slide
in
Summit 2017
inJira Service Desk
Automation
Wow
Amazing
50Of all projects actively use automation
If Some conditions are met
How does it work
Then Do something
When Something happens
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
4 Regret Day 671 Just finished
No word from home
5 Acceptance At least it looks cool right macr_(ツ)_macr
hellip Right
What if I told you there was another way
BUT WAIT
Get
Ready
For
The
Craziest
Slide
in
Summit 2017
inJira Service Desk
Automation
Wow
Amazing
50Of all projects actively use automation
If Some conditions are met
How does it work
Then Do something
When Something happens
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
5 Acceptance At least it looks cool right macr_(ツ)_macr
hellip Right
What if I told you there was another way
BUT WAIT
Get
Ready
For
The
Craziest
Slide
in
Summit 2017
inJira Service Desk
Automation
Wow
Amazing
50Of all projects actively use automation
If Some conditions are met
How does it work
Then Do something
When Something happens
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
What if I told you there was another way
BUT WAIT
Get
Ready
For
The
Craziest
Slide
in
Summit 2017
inJira Service Desk
Automation
Wow
Amazing
50Of all projects actively use automation
If Some conditions are met
How does it work
Then Do something
When Something happens
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Get
Ready
For
The
Craziest
Slide
in
Summit 2017
inJira Service Desk
Automation
Wow
Amazing
50Of all projects actively use automation
If Some conditions are met
How does it work
Then Do something
When Something happens
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Ready
For
The
Craziest
Slide
in
Summit 2017
inJira Service Desk
Automation
Wow
Amazing
50Of all projects actively use automation
If Some conditions are met
How does it work
Then Do something
When Something happens
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
For
The
Craziest
Slide
in
Summit 2017
inJira Service Desk
Automation
Wow
Amazing
50Of all projects actively use automation
If Some conditions are met
How does it work
Then Do something
When Something happens
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
The
Craziest
Slide
in
Summit 2017
inJira Service Desk
Automation
Wow
Amazing
50Of all projects actively use automation
If Some conditions are met
How does it work
Then Do something
When Something happens
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Craziest
Slide
in
Summit 2017
inJira Service Desk
Automation
Wow
Amazing
50Of all projects actively use automation
If Some conditions are met
How does it work
Then Do something
When Something happens
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Slide
in
Summit 2017
inJira Service Desk
Automation
Wow
Amazing
50Of all projects actively use automation
If Some conditions are met
How does it work
Then Do something
When Something happens
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
in
Summit 2017
inJira Service Desk
Automation
Wow
Amazing
50Of all projects actively use automation
If Some conditions are met
How does it work
Then Do something
When Something happens
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Summit 2017
inJira Service Desk
Automation
Wow
Amazing
50Of all projects actively use automation
If Some conditions are met
How does it work
Then Do something
When Something happens
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
inJira Service Desk
Automation
Wow
Amazing
50Of all projects actively use automation
If Some conditions are met
How does it work
Then Do something
When Something happens
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
50Of all projects actively use automation
If Some conditions are met
How does it work
Then Do something
When Something happens
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
If Some conditions are met
How does it work
Then Do something
When Something happens
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Filter JQL on issue
JQL on linked issue Comment contains Comment visibility
User type
How does it work
Action Transition issue Add comment
Alert user Edit issue Webhook
Trigger Issue created
Issue status changed Comment addededited
SLA time remaining Linked issue transitioned
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
If Itrsquos transitioned to ldquoDonerdquo
How does it work
Then Order a glass of wine
When An issue is transitioned
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Automation
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Automation
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Automation
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE TEAM STRUCTURE
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoHelp - my payment doesnrsquot workrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoWhatrsquos your transaction numberrdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
ldquoOh itrsquos 12345rdquo
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
Then send email asking for specific information about their transaction
If summary ~ ldquopaymentrdquo and
request-channel = email
When an issue is created
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE MISSING INFORMATION
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE ROUTE BY ORGANISATION
Then assign the request to
Twitter_Fan
If reporter is a customer from
ldquoTwitterrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE IN PROGRESS
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE ESCALATE WITH EASE
Then alert Support Manager
If issue is of critical priority
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
Then remind the assignee to update
customer
If you are the assignee
When issue has been in status ldquoIn progressrdquo
for quite long
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE STAY ON TOP OF YOUR WORK
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquore almost done Last question what device do you haverdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
Then leave a comment following up with the
customer again If any issue
When wersquove been waiting for a
customerrsquos response for too long
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoWersquove fixed the problem and it should work now Does itrdquo
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE FOLLOW UP WITH CUSTOMERS
ldquoUhhelliphellordquo (
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE STALE TICKETS
Then transition ticket to ldquoClosedrdquo
If nothing happened on the request for a
while
When issue has been in ldquoFixedrdquo status for a
long time
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
AgendaJira Software Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
JSD lt3 JSW TEAM STRUCTURE
JSWJSD
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
How you think itrsquoll work How it works
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
JSD lt3 JSW KNOWN SOFTWARE BUGS
Then link existing JSW issue tracking the bug
If description ~ lterrorcodegt
When an issue is created
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
JSD lt3 JSW KNOWN SOFTWARE BUGS
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
JSD lt3 JSW FEATURE REQUESTS
Then assign to Product Manager
If request-type = ldquoFeature requestrdquo
When an issue is created
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
JSD lt3 JSW INTERNAL DOCUMENTATION
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
JSD lt3 JSW INTERNAL DOCUMENTATION
Then internal comment with ldquoDocs
are ltlinkgtrdquo
If affected version of the request is ldquoVersion 20rdquo
When an issue is created
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
JSD lt3 JSW ESCALATE TO DEVELOPMENT
ESCALATE TO DEV
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
JSD lt3 JSW ESCALATE TO DEVELOPMENT
Then assign to bestmate_developer
If status is ldquoEscalate to Devrdquo
When an issue is transitioned
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSWJSD
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
JSD
JSW
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
JSD lt3 JSW KEEP DEVELOPERS IN THE LOOP
Then alert the Developer of an
update
If issue is in status ldquoEscalate to
Developmentrdquo
When any comment is added
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
JSD lt3 JSW KEEP ON TOP OF SUPPORT SLA
Then leave an alert the Developer
If issue is in status ldquoEscalate to
Developmentrdquo
When the SLA is about to breach
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
EXTERNAL CUSTOMER SERVICE REQUEST LIFECYCLE
Create Triage Progress Resolve
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
JSD lt3 JSW RESOLVE ALL THE THINGS
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
JSD lt3 JSW RESOLVE ALL THE THINGS
Then close linked tickets with a
comment ldquoSoftware bug solved in the
latest versionrdquo
If itrsquos the software bug that caused different
service tickets
When an issue is transitioned
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT TEAM STRUCTURE
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT TEAM STRUCTURE
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT KNOWLEDGE BASE DEFLECTION
ldquoCanrsquot configure Duo Send helprdquo
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT KNOWLEDGE BASE DEFLECTION
Then comment back with a KB link
If summary contains ldquoduordquo
When an issue is created
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT KNOWLEDGE BASE DEFLECTION
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
20of 2FA related requests deflected
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT TRIAGE
Priority Setting Incident Notification
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT AUTOMATIC PRIORITY SETTING
URGENT
ldquoI will need a new laptop in 6 monthsrdquo
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT AUTOMATIC PRIORITY SETTING
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then set priority to Critical
If outage = yes and product = jira
When an issue is created
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT AUTOMATIC PRIORITY SETTING
Then notify PagerDuty
If status = triaged and priority = Critical
When an issue changes status
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT IN PROGRESS
AutomaticApproval
Providing ContextCustom Shortcuts
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT CUSTOM SHORTCUTS
ldquoTwo things we all hate Repetition and repetitionrdquo
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT CUSTOM SHORTCUTS
Then comment back with a KB link
If comment is internal and contains
ldquokb_duordquo
When a comment is added
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT AUTOMATIC APPROVAL
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT AUTOMATIC APPROVAL
ldquoPlease provision a new EC2 instancerdquo
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT AUTOMATIC APPROVAL
- When an approval is required - Then automatically approve
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoProvisionrdquo and size =
ldquoSmallrdquo
When an approval is required
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT AUTOMATIC APPROVAL
Then auto-approve request
If request-type = ldquoLeave Requestrdquo and
Days = ldquo1rdquo
When an approval is required
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT PROVIDING CONTEXT
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT PROVIDING CONTEXT
Approver Context Employee Context
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT APPROVER CONTEXT
Then leave a comment with approval
guidelines
If request-type = ldquoHardware Requestrdquo
When an approval is required
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT EMPLOYEE ASSET CONTEXT
Then link all asset tickets
If status = ldquoIn progressrdquo and Request
type = ldquoIT Helprdquo
When an approval is required
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT REQUEST LIFECYCLE
Creation Triage Progress Resolution
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT RESOLUTION
RESOLVED
ldquoHang on I still canrsquot seem to log-inrdquo
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
RESOLVED CLOSED
INTERNAL IT RESOLUTION
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
INTERNAL IT REOPEN REQUEST WITH COMMENT
Then transition to In-Progress
If status = Resolved and comment was the
primary action
When a ticket is commented on
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Agenda
External Customer Service
Jira Software Jira Service Desk
Internal IT Teams
Webhooks
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpsgiphycomgifskristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
What are webhooks A Then action which fires a POST request to a particular URL
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Stock printing image
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
WEBHOOKS INGREDIENTS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
WEBHOOKS WEB SERVER
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
issue id 18001 self httpsmycompanyatlassiannetrestapi2issue18001 key IT-4 fields summary I cannot get my second screen to work description Have tried multiple ports cables but no luck status name Waiting for Support reporter name jsmith timestamp 1462941258113 UTC time when webhook was fired
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Hmmmmhellip
Can I customise the payload or the config
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Incident response team
A SEV1 incident was just raised $issueurl
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
CUSTOM THEN ACTIONS
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
WEBHOOKS INGREDIENTS
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
WEBHOOKS INGREDIENTS
Dialog HTML To customise the ldquoTHENrdquo dialog inside Service Desk
Web Server To process an action eg
send an SMS
Automation Rule To trigger the webhook
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
config-smshtml
Incident response
A SEV1 incident was just raised
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
modules automationActions [
key send-sms-automation-action name value Send an SMS webhook url send-sms configForm url config-smshtml
]
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
Then SMS +61 437 978 377 with
ldquoA SEV1 helliprdquoIf priority = ldquourgentrdquoWhen an issue is
created
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
timestamp 1461049397396 issue key FB-123 fields summary Your flight is delayed description Please contact our customer support action configuration number +61 437 978 377 body A SEV1 incident just came in
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Voilagrave SMS received
CONTEXT
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Jira Service Desk APIs Unleashed
Shihab Hamid Principal Product Manager Atlassian
AVAILABLE ON YOUTUBE
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
ATLASSIAN CONNECT CUSTOM THEN ACTIONS
developeratlassiancom
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Wrapping up Go build something amazing
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Build something cool
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
httpthemetapicturecommediafunny-party-rock-hatjpg
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN
Seriously build something cool Donrsquot miss out
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN