TOM MOORS • ATLASSIAN EXPERT • ACA IT • @TOMMOORS

Going beyondUse cases in action

:

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JIRA Service Desk Demo-

Just text by itself, for impact.

Just text by itself, for impact.

Just text by itself, for impact.

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Fair Warning

Deployment Options

SERVERCLOUD DATA CENTER

JIRA Service Desk ❤

Mail

Outgoing Mail

Who receives what?

Customer Agent

Account Created (1st time)Comment Added

Participant addedRequest Created

Request Resolved (Resolution set)Reopened (Resolution cleared)

See Notification Scheme

JIRA Service Desk Notification on

Who receives what?

Customer Agent

See Notification Scheme:Public project

See Notification Scheme

JIRA Service Desk Notification off

…and beyond!

• Send notifications based on JQL• Mail users without a license seat• Create your own templates

• Intuitive, no coding needed

• Also HipChat, REST API support

Alternative: Notification Assistant for JIRA

• Mail users without a license seat • Send mail from within the issue

• Automatically attach to ticket• Customer can receive history

• Customize your own mail templates• Rather technical

• Bulk email sending

Alternative: Email This Issue

Incoming Mail

Mail Channel

Decide on user mgmt

Needs to be “mail-proof”Pick a request type

Link a mail account

Open or closed?

Parsing Mail Content?

Automation to the rescue!

…and beyond!

What if JIRA Service Desk is not publicly available?

What if you want to extract fields from

a mail?

What if you want to brand the outgoing

mails?

• Powerful mail handler• Captures original mail• Stores From, To and CC in fields• Project Triage• Field extraction (coming soon)

Alternative: Email This Issue

• JQL functions• Add code at runtime• Enrich your flows, react on everything

Like having TEC 7, Duct Tape and WD40 for JIRA

Alternative: Script Runner

= + +

Extension

Hide Request for groups

Hide complexity for users

SLA ToolkitDate-based, Reset, Show to Customer

Dynamic Forms

Hide sensitive, non-applicable, technical, … Request Types

DATA CENTER

Extension: Dynamic Forms

Extension: Hide Request Types

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Advanced Workflows

Typical Use Case: Customer Conversation

Typical Use Case: Customer Time Out

Automation to the rescue!

LAT Relationship on the work floor?

Long Workflows

Tangled Flows

WAT RelationWorking Apart Together

Composed Flows

Composed Flows

Automation to the rescue!

Approvals! COMING SOON

Approvals! COMING SOON

…and beyond!

Exocet

Integrate in workflow

Synchronise dataComments, fields, … across projects

Create & link

DATA CENTER

Context-aware mapping

Actions for JIRA Service Desk

The Sky = Limit?

Trigger a workflow transition from the Customer Portal

Support for screensAsk additional, structured input

Actions for customers

Edit/add fields, Close/Reopen, …

DATA CENTER

Actions: Transitions in Customer Portal

AgendaD E M O T I M E

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Asset Management

Insight

Powerful Integrations

Works for organisations small and large

Manage & Control in JIRAUser friendly UI, integrated in JIRA

Enterprise Asset Management

CSV, Tempo, LDAP/AD, …

DATA CENTER

Insight

Powerful Integrations

Works for organisations small and large

Manage & Control in JIRAUser friendly UI, integrated in JIRA

Enterprise Asset Management

CSV, Tempo, LDAP/AD, …Automation Actions

DATA CENTER

4.0

RELEASED

TODAY

NEW

Basic Concepts

Object Schema

Represents your asset

Object TypeDefines your objects

Objects

Hierarchical container

Object Schema Setup

Flexible with drag and drop

Unlimited depth

Object Type SetupDefine your own attributes

Many supported types

Reference other Insight objects

Additional Attribute Configuration

Create Objects

Objects

Discuss & Track history

Referenced in JIRA Issues

Objects

Object Type Graph

Object Type Graph

Object Filter Search

Import & Sync

JIRA

External Sources

CSV

Users, Components

Tempo Accounts

Upload or Fetch remotely

Connecting to LDAP

Connecting to LDAP

Insight Discovery

Release

19/05/2016

JIRA Integration

Custom Fields

Condition, Validator, Post-function

JIRA Query LanguageSearch for connected issues

Workflow integration

Single, multi or read-only

JIRA Custom Fields

JIRA Custom Fields

JIRA Custom Fields

JIRA Custom Fields

Great additions

Automation

Includes a QR code

ReportingOverview, dependencies, …

Create labels

Bots are taking over the world

Automation

• Attachment added/deleted• Comment added/edited/deleted• Object created/edited/updated/deleted• Scheduled Event

• Filter using IQL

AgendaD E M O T I M E

M A I L

A D VA N C E D W O R K F L O W S

Q & A

A S S E T M A N A G E M E N T

Thank you for attending!

TOM MOORS • ATLASSIAN EXPERT • ACA IT • @TOMMOORS

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