san francisco atlassian user group - february 2014

FEBRUARY 2014

san franciscoATLASSIAN USER GROUP

Cloud computing designed and built for developers.

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Growing a Business with JIRA

Tracking Business Leads in JIRA

Agile Automation with Crontabs

Service Desk saved the HelpDesk

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Coyote CreekInformation Technology and Software Engineering

Professional Services. Based In Silicon Valley.

Service RocketPowering the Next Generation of

Fast-Growing Software Companies.

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Introducing

D a n C h u p a r k o f f • J I R A P r o d u c t M a r k e t i n g • @ c h u p a r k o f f

A quick update

G e t C o d i n g !

S t o r y a s s i g n e d

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

C u s t o m e r -c e n t r i c

l a n g u a g e !

S i m p l i f i e d I n t e r f a c e !

Natural-language requests1

Simplified request interface2

Self-service knowledge base3

Intuitive Interface

Turn your #SERVICEDESK into a self-service desk with @JIRA #servicedesk

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

B e s t -p r a c t i c e Te a m

Q u e u e s !

N e w I s s u e , 2 n d

o n t h e l i s t

One place for your team to go1

Automatically triaged & prioritized2

JIRA Query Language (JQL)3

Custom Team Queues

Automate triage and prioritization of requests with @JIRA #SERVICEDESK

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

0:23T I M E R O N

Integrated SLA Visibility

I S S U E R E S O LV E D - S L A M E T

-0:35


@JIRA #SERVICEDESK #SLAs kick-ass!

I S S U E R E S O LV E D - S L A M E T

0:42


@JIRA #SERVICEDESK #SLAs kick-ass!

J Q L : Priority = Blocker

Advanced SLA Configuration

J Q L : Priority = Major


J Q L : Reporter in group(“bosses”)


Powerful SLA engine1

Integrated SLA visibility2

Supports advanced SLA rules3

Powerful SLAs

SLAs in @JIRA #SERVICEDESK are powerful and visible everywhere

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

Great reports out of the box1

Easily create new reports with JQL2

Retroactively applied against your data3

Real-time Reporting

With @JIRA #SERVICEDESK, retroactively apply SLAs & review real-time reports

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

plus years of

evolution

@JIRA #SERVICEDESK leverage all existing @JIRA customizations and workflows

Workflows

Notifications

PeopleFields

MarketplacePermissions

ATLASSIAN.COM/SERVICEDESK

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Building a connected universe

Building a Connected Universe

Matt Sommer Co-Founder at Alanax Technologies Senior Business Systems Analyst at Tesla Motors

[email protected]

http://www.Alanax.com

mailto:[email protected]

| Building a connected universe | February 9, 2014 | www.alanax.com

Overview of Alanax

• Start-up developing software to simulate packet-based networks used by satellites, planetary rovers, rockets, UAVs,…


JIRA AND CONFLUENCE

• Started using JIRA for product development and Confluence for product documentation

• Needed a “Customer Relationship Management” (CRM) tool to manage contacts and business leads

• Needed a way to link accounts to bugs, feature requests, etc. • Most options involved paying for another cloud based service

then using a plugin to integrate with JIRA – Higher costs – Confusing – Clunky


Why not JIRA?

• JIRA is flexible enough it can be set up as a simple CRM tool

• Provides the same functionality of most entry level CRM systems (including SalesForce.com)

• Tight integration of R&D, product development, sales, and service

• No added licensing costs!


Issue Types (Sales)

• Account • Contact • Business Opportunity • Quote • Invoice


Accounts

• Billing and shipping information

• Social networking information

• Market segmentation tracking (what industry is the account?)


Contacts

• Tracks contact information

• May we contact them? • Do we have notes

about the contact?


Business Opportunities

• Status of a sale • Probability of closing

the sale • How did we generate

the opportunity? • What’s the potential

size of the sale?


Workflow Status

• Kept it simple with only active and inactive states

• Tracking status of accounts and business lead in fields such as sales status

• Accounts will theoretically stay “open” forever


Reporting in JIRA and Confluence

• We can identify our important sales opportunities and can focus on them

• Our pipeline clearly reported using dashboards and exporting data

• Valuable data on sales is readily available which will allow us to be continually optimizing our products and services


Completing the feedback loop

• Getting early customer feedback is important • Plan to add service and support features – Service Request – Questions – Feedback

New Feature

Customer Feedback


Extending the runway!

• If we were to use a comparable offering from Salesforce.com it would cost $125 per user per month

• Given our current size we are saving $6000 a year

• No added costs as we add users (within the Atlassian user billing groups, which we’d have to pay for anyway)


What’s next? An ERP system!

• Quotes • Invoices • Products • Service Offerings


Everything is in one system! And can scale!

R&D • Features • Tasks

Sales • Accounts and

Contacts • Business

Opportunities

Service • Service

Requests • Bugs, Feature

Requests

G&A • Quotes • Invoices


Thank you!

!

Matt Sommer [email protected]

http://www.linkedin.com/in/matthewsommer/

@yerself

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ZephyrThe Real-Time Test Management System. Get it.

cPrimeAligning Projects. Enhancing Teams.

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Quad Dimensions Anas Al-Amoudi

Arab world

Mobile growth in Arab Countries

Agile adoption

JIRA Dashboards

HipChat

The Result

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Standup automation with

Agile automation with crontabs

Dave Elkan

Formerly Presently

@edave


Daily standup


With remote team members?

Daily standup


Daily standupWith a Google Hangout on the wallboard


…manually

Daily standupWith a Google Hangout on the wallboard


Uses cron to play standup music


Can a cron job open a Google Hangout?

So I thought…


what’s cron?But first…


Crontab# * * * * * command to execute # ┬ ┬ ┬ ┬ ┬ # │ │ │ │ │ # │ │ │ │ │ # │ │ │ │ └───── day of week (0 - 7) # │ │ │ └────────── month (1 - 12) # │ │ └─────────────── day of month (1 - 31) # │ └──────────────────── hour (0 - 23) # └───────────────────────── min (0 - 59)


Crontab~ $ crontab -e 30 20 * * MON-FRI backup.sh 10 17 * * SAT record.sh


Crontab


A Chrome extension for opening, closing and reloading tabs with cron expressions.

Crontabs


Open edave.net at 8:30 p.m every Saturday

Close the tab again at 9.00 p.m every Saturday

http://edave.net


Our standup schedule

• 10:29:50 - Load Pandora for standup music • 10:30:00 - Load Google Hangout • 10:30:30 - Close Pandora • 10:37:00 - Close Google Hangout


More than just standups


Thanks

@edavehttp://crontabs.org

http://crontabs.org

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Twitter Inc. | @stillings

@stillings

Service Desk saved the Twitter HelpDesk!


BackgroundJIRA

2010 - SFO 2012 - NYC/DUB/TOK 2013 - LON/BOS 2014 - ???


Pre-Service DeskTicket Intake



Black hole



????Black hole


Post-Service DeskTicket Intake



Customer Portal


•Google Apps !!!•VPN !!!•Peripherals


ComponentsCustomer Portal


@stillings


@stillings

Questions?

FEBRUARY 2014

san franciscoATLASSIAN USER GROUP

Thank you!