Discover JIRA Service Desk's brand new built-in automation capabilities that help IT teams work smarter and focus on the Important Stuff™. Automation will become the #1 initiative for IT teams in the next 12-24 months as teams increasingly stay on top of their workload by automating repetitive tasks and notifications with the help of tools like JIRA Service Desk. Join Edward and Clement to learn how easy it is to create and configure rules with the WYSIWYG automation rules editor, use SMS and HipChat messaging to send alerts, and reduce repetitive tasks to get your issues resolved faster than ever.

1. EDWARD ZHANG & CLEMENT CAPIAUX • DEVELOPERS • ATLASSIAN
Automating JIRA Service Desk
Resolving Your Issues Faster

2. Automating JIRA Service Desk
Resolving Your Issues Faster
WHAT TO AUTOMATE
IS YOUR TEAM (IN)EFFICIENT?
AUTOMATION IN JSD
QUESTIONS

3. JIRA Service Desk key features
Customer portal
Queues
SLAs
Reports
Knowledge Base

4. Studies showed that…
of IT teams did not have enough resources to
deliver the level of service that they aspire to
52%
Credits - “Anatomy of the Service Desk” by “SDI Europe”
http://toolbox.servicedeskinstitute.com/admin/includes/download.php?id=586

5. Studies showed that…
of agents feel stressed at work
65%
Credits - “Anatomy of the Service Desk” by “SDI Europe”
http://toolbox.servicedeskinstitute.com/admin/includes/download.php?id=586

6. Studies showed that…
of a service desk’s time is spent on fire-fighting
67%
Credits - “Anatomy of the Service Desk” by “SDI Europe”
http://toolbox.servicedeskinstitute.com/admin/includes/download.php?id=586

7. Studies showed that…
of agents say they feel under pressure at work
79%
Credits - “Anatomy of the Service Desk” by “SDI Europe”
http://toolbox.servicedeskinstitute.com/admin/includes/download.php?id=586

8. When your IT team is
overwhelmed…

9. Image credits
http://businessviews.co.za/
http://www.motherswhowork.co.uk/2012/06/7-tips-for-busy-mums-to-get-more-done-and-fit-even-more-into-their-days/
… they become demotivated
Image credits
http://static.guim.co.uk/sys-images/Guardian/Pix/pictures/2015/2/23/1424719457735/Man-sleeping-at-desk-head-009.jpg

10. Image credits
http://businessviews.co.za/
http://www.motherswhowork.co.uk/2012/06/7-tips-for-busy-mums-to-get-more-done-and-fit-even-more-into-their-days/
… forget about the important stuff
Image credits
http://cdn.shopify.com/s/files/1/0189/8634/files/messy-office.jpg?12125

11. of your serviced customers agree that their
service desk needs to be more efficient
93%
Studies showed that…
Credits - “Anatomy of the Service Desk” by “SDI Europe”
http://toolbox.servicedeskinstitute.com/admin/includes/download.php?id=586

12. Could we automate
things a bit?

13. • Big cool statistic
• 2,56
9
• Add-Ons in Marketplace
Today, automation is everywhere…
Image credits -
http://elepho.com/amazing-home-cleaning-appliances-with-robot-tile-floor-claner/delectable-round-black-robot-tile-floor-cleaner-
and-birch-wood-vinyl-floor-for-your-home/

14. • Big cool statistic
• 2,56
9
• Add-Ons in Marketplace
Everywhere.
Image credits - http://www.nytimes.com/2013/07/16/business/last-car-plant-brings-detroit-hope-and-cash.html?

15. • Big cool statistic
• 2,56
9
• Add-Ons in Marketplace
E-ve-ry-where.
Image credits - http://twicr.tumblr.com/post/19731884194/trends-in-robots

16. What about in IT?
And in JIRA Service Desk?

17. “Oh, I need to go
update this
application now.”
“I need to set this
customer’s
expectations”
“Let’s close old
tickets.”
Repetitive tasks
“Can I get access
to this system
please?”

18. “L1 support hasn’t actioned
this ticket, let’s escalate it.”
“The customer hasn’t replied
for days. I probably should
ping for input.”
“Are some issues about to
breach their SLA?”
Trying not to forget about important stuff

19. “I want to help too!”“May I help you?”
Can we automate and help your agents?

21. Like…

22. • Big cool statistic
• 2,56
9
• Add-Ons in Marketplace
… this?

23. • Big cool statistic
• 2,56
9
• Add-Ons in Marketplace
… this?

24. • Big cool statistic
• 2,56
9
• Add-Ons in Marketplace
… this?

25. • Big cool statistic
• 2,56
9
• Add-Ons in Marketplace
… this?

26. It would be…

27. … AUTOMAGIC !

28. Introducing…

29. Automation
for
JIRA Service Desk

30. WHAT TO AUTOMATE
AUTOMATION IN JSD
Automating JIRA Service Desk
Resolving Your Issues Faster
IS YOUR TEAM (IN)EFFICIENT?
QUESTIONS

31. Anatomy of a rule
Rule Component
Rule

33. JSD blueprints
Be aware of urgent issues
This rule alerts you to urgent issues when they
are raised so you can address them
immediately.
Update incident when linked problem
transitions
This rule alerts you to urgent issues when they
are raised so you can address them
immediately.
Re-open on customer comment
When a comment is added to a resolved issue,
this rule will re-open the issue.
Set customers expectations
Let customers know of expected resolution
times when they raise a request.
Keep on top of SLAs
This rule alerts you to at-risk SLAs so you can
stay on top of important issues.
Transition on comment
When a comment is added to an issue, this rule
automatically transitions the issue so it’s clear
who it’s waiting on.

34. What can you extend?
• Any JIRA event
• Issue events
• User events
• Any other event
• Webhook
• Custom field
value
• User property
• Webhook URL
param
• REST API call
• Close a bunch of
issues
• Send an email
• Send a HipChat
message

35. • Big cool statistic
• 2,56
9
• Add-Ons in Marketplace

36. • Big cool statistic
• 2,56
9
• Add-Ons in Marketplace
Keep calm. We have docs.

37. Define the module
<automation-rule-then-action key="call-number-then-action"
class="com.atlassian.plugins.atlascamp.sdautomation.CallMeMaybe" name="Call number"
name-i18n-key="call.number.name">
<icon-class>user-status</icon-class>
<requires>
<require>issue</require>
</requires>
<visualiser
class="com.atlassian.plugins.atlascamp.sdautomation.CallNumberVisualiser"/>
<validator
class="com.atlassian.plugins.atlascamp.sdautomation.PhoneNumberValidator"/>
<web-form-module>atlascamp/automation/demo/modules/call-number-form</web-form-
module>
</automation-rule-then-action>

39. Automating JIRA Service Desk
Resolving Your Issues Faster
IS YOUR TEAM (IN)EFFICIENT?
WHAT TO AUTOMATE
QUESTIONS
AUTOMATION IN JSD

40. Shan wants trivial tasks eliminated
“Password reset requests from business users of our internal systems are a thing of the past”

41. THEN
reset the reporters
password automatically
IF
request is a “Password Reset” for an
“Internal System”
WHEN
an issue is created
Shan’s Automation rule

42. Sophia wants to work faster and smarter
“What if I could automatically triage incoming tickets that are managed externally?”

43. THEN
add the issue label
“managed_externally”
IF
the reporter email address domain is
“@atlassian.com”
WHEN
an issue is created
Let’s help Sophia with Automation

44. Robert wants to be aware of important things
“I remember when my team was missing these urgent tickets and customers were angry at us”

45. THEN
send a HipChat
message to Robert
IF
it is a Blocker issue
WHEN
an SLA is 30mins away
from breaching
Robert has set this automation rule

46. THEN
send a HipChat
message to Robert
IF
it is a Blocker issue
WHEN
an SLA is 30mins away
from breaching
Robert has set this automation rule
WHEN
an SLA has breached
THEN
send a HipChat message
to the whole team

47. Keynote
Atlassian for IT teams
Tomorrow
09:00 AM

48. Tomorrow
01:00 PM
ChatOps: Automating your Company with
HipChat, Bitbucket and JIRA Service Desk
Oscar Insurance

49. Automation helps you
focus on the right things

50. You can automate the
shit out of everything

51. Come and see us at
the JSD area

52. Thank you!
EDWARD ZHANG & CLEMENT CAPIAUX • DEVELOPERS • ATLASSIAN
bit.ly/jsdguide
Developer guide

53. Thank you!
EDWARD ZHANG & CLEMENT CAPIAUX • DEVELOPERS • ATLASSIAN
bit.ly/jsdguide
Developer guide