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TOM MOORS • ATLASSIAN EXPERT • ACA IT • @TOMMOORS
Going beyondUse cases in action
:
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
JIRA Service Desk Demo-
Just text by itself, for impact.
Just text by itself, for impact.
Just text by itself, for impact.
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
Fair Warning
Deployment Options
SERVERCLOUD DATA CENTER
JIRA Service Desk ❤
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
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
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
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
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
jobs.aca-it.be
