JIRA as Support Platform

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A tale about two JIRA's and a Support Platform

Given by Tony from Atlassian at the NLAUG meetup of Feb 2012

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JIRA as Support Platform

  1. 1. as a Support Platform Tony Atkins <aatkins@atlassian.com> NL AUG, 09/02/2012
  2. 2. Helpdesk Needs• Manage communication• Keep track of what requires action• Provide reports
  3. 3. A Tale of Two JIRAs
  4. 4. Communication (Good)• Incoming • Outgoing • Web Interface • Web • Email • Email • Jabber (plugin)
  5. 5. Communication (Bad)• Format of outgoing emails needs work (stay tuned)• Email configuration and administration of email needs work• Administration of notifications needs work
  6. 6. What requires action?• Statuses for each actor • Filters • Incoming • Incoming issues waiting for engineers • Waiting for Customer • Personal issues • Waiting for Engineer • Assigned issues in trouble • Escalations, etc.• Conditional transitions
  7. 7. SLAs• Problem • Solutions • No built-in concept of an • Filters and Notifications SLA • Custom Fields • Difficult to visualize “time to SLA” for a range of issues • SQL reports • Custom gadgets
  8. 8. Ranking• Problem • Solutions • Can only order by one or • Custom fields more fields • Custom gadgets • No complex weighting and ordering • Same order for all users
  9. 9. Friendly Fire• Problem • Solutions • JIRA can’t assign to a group • “Who’s Looking” plugin: http://bit.ly/zY2R6m • No real “locking” of issues • Dedicated Dispatcher or • Easy to assign issues out Triager from under each other
  10. 10. Reporting• Real-time• User-created• Shareable• Graphs and Charts
  11. 11. Reporting Challenges• Problem • Solutions • Source data is a list of issues • SQL reports (not users or groups) • Custom gadgets • Limited ability to group data • Limited time tracking
  12. 12. No Code Required Major Coding Required Custom Workflows Javascript + Custom Fields Built-in Custom fields Custom2 Fields JIRA Toolkit plugin Jelly (for auto-transitions) Built-in mail handlers Custom mail handlersSome Code Required “Hercules” log scanner SQL reports Jabber plugin Beanshell reports Wallboard plugin
  13. 13. Wallboard Plugin
  14. 14. 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.
  15. 15. Questions?
  16. 16. Thanks for your time!

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