jira as support platform
Post on 21-Oct-2014
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DESCRIPTION
A tale about two JIRA's and a Support PlatformGiven by Tony from Atlassian at the NLAUG meetup of Feb 2012TRANSCRIPT
as a Support Platform
Tony Atkins <[email protected]>NL AUG, 09/02/2012
Helpdesk Needs
• Manage communication
• Keep track of what requires action
• Provide reports
A Tale of Two JIRAs
Communication (Good)• Incoming
• Web Interface
• Outgoing
• Web
• Jabber (plugin)
Communication (Bad)• Format of outgoing emails
needs work (stay tuned)
• Email configuration and administration of email needs work
• Administration of notifications needs work
What requires action?• Statuses for each actor
• Incoming
• Waiting for Customer
• Waiting for Engineer
• Escalations, etc.
• Conditional transitions
• Filters
• Incoming issues waiting for engineers
• Personal issues
• Assigned issues in trouble
SLAs• Problem
• No built-in concept of an SLA
• Difficult to visualize “time to SLA” for a range of issues
• Solutions
• Filters and Notifications
• Custom Fields
• SQL reports
• Custom gadgets
Ranking• Problem
• Can only order by one or more fields
• No complex weighting and ordering
• Same order for all users
• Solutions
• Custom fields
• Custom gadgets
Friendly Fire• Problem
• JIRA can’t assign to a group
• No real “locking” of issues
• Easy to assign issues out from under each other
• Solutions
• “Who’s Looking” plugin: http://bit.ly/zY2R6m
• Dedicated Dispatcher or Triager
Reporting• Real-time
• User-created
• Shareable
• Graphs and Charts
Reporting Challenges• Problem
• Source data is a list of issues (not users or groups)
• Limited ability to group data
• Limited time tracking
• Solutions
• SQL reports
• Custom gadgets
No Code Required
Custom Workflows
Built-in Custom fields
JIRA Toolkit plugin
Built-in mail handlers
Some Code Required
SQL reports
Beanshell reports
Major Coding Required
Javascript + Custom Fields
Custom2 Fields
Jelly (for auto-transitions)
Custom mail handlers
“Hercules” log scanner
Jabber plugin
Wallboard plugin
Wallboard Plugin
Wallboard Plugin• Started with SQL reports in
Confluence
• Transitioned to Beanshell (some Java) and SQL, still in Confluence
• Transitioned to a portlet that uses SQL on the back end
• In the process of transitioning to a gadget backed by custom fields and REST.
Questions?
Thanks for your time!