The document outlines advanced workflows and notification management features of Jira Service Desk, emphasizing the use of email handling and automation. It discusses options for sending notifications, customizing templates, and managing user interactions without needing a licensing seat. Additionally, it highlights integration capabilities with other systems and automation tools for enhancing user experience and project management.

1. TOM MOORS • ATLASSIAN EXPERT • ACA IT • @TOMMOORS
Going beyond
Use cases in action
:

2. Agenda
DEMO TIME
MAIL
ADVANCED WORKFLOWS
Q & A
ASSET MANAGEMENT

3. JIRA Service Desk
Demo-

4. Just text by itself,
for impact.

5. Just text by itself,
for impact.

7. Just text by itself,
for impact.

9. Agenda
DEMO TIME
MAIL
ADVANCED WORKFLOWS
Q & A
ASSET MANAGEMENT

10. Fair
Warning

11. Deployment Options
SERVERCLOUD DATA CENTER

12. JIRA Service Desk
❤
Mail

13. Outgoing Mail

14. Who receives what?
Customer Agent
Account Created (1st time)
Comment Added
Participant added
Request Created
Request Resolved (Resolution set)
Reopened (Resolution cleared)
See Notification Scheme
JIRA Service Desk Notification on

15. Who receives what?
Customer Agent
See Notification Scheme:
Public project
See Notification Scheme
JIRA Service Desk Notification off

16. …and beyond!

17. • 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

18. • 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

19. Incoming Mail

20. Mail
Channel
Decide on user mgmt
Needs to be “mail-proof”
Pick a request type
Link a mail account
Open or closed?

21. Parsing Mail
Content?

22. Automation to the rescue!

23. …and beyond!

24. What if JIRA
Service Desk is not
publicly available?

25. What if you want to
extract fields from
a mail?

26. What if you want to
brand the outgoing
mails?

27. • Powerful mail handler
• Captures original mail
• Stores From, To and CC in fields
• Project Triage
• Field extraction (coming soon)
Alternative: Email This Issue

28. • 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
= + +

29. Extension
Hide Request for groups
Hide complexity for users
SLA Toolkit
Date-based, Reset, Show to Customer
Dynamic Forms
Hide sensitive, non-applicable,
technical, … Request Types
DATA CENTER

30. Extension: Dynamic Forms

31. Extension: Hide Request Types

32. Agenda
DEMO TIME
MAIL
ADVANCED WORKFLOWS
Q & A
ASSET MANAGEMENT

33. Advanced Workflows

34. Typical Use Case:
Customer Conversation

35. Typical Use Case:
Customer Time Out

36. Automation to the rescue!

37. LAT Relationship
on the work floor?

38. Long Workflows

39. Tangled Flows

40. WAT Relation
Working Apart Together

41. Composed Flows

42. Composed Flows

43. Automation to the rescue!

44. Approvals! COMING SOON

45. Approvals! COMING SOON

46. …and beyond!

47. Exocet
Integrate in workflow
Synchronise data
Comments, fields, … across projects
Create & link
DATA CENTER
Context-aware mapping

48. Actions for
JIRA Service
Desk
The Sky = Limit?
Trigger a workflow transition from the
Customer Portal
Support for screens
Ask additional, structured input
Actions for customers
Edit/add fields, Close/Reopen, …
DATA CENTER

49. Actions: Transitions in Customer Portal

50. Agenda
DEMO TIME
MAIL
ADVANCED WORKFLOWS
Q & A
ASSET MANAGEMENT

51. Asset Management

52. Insight
Powerful Integrations
Works for organisations small and large
Manage & Control in JIRA
User friendly UI, integrated in JIRA
Enterprise Asset Management
CSV, Tempo, LDAP/AD, …
DATA CENTER

53. Insight
Powerful Integrations
Works for organisations small and large
Manage & Control in JIRA
User friendly UI, integrated in JIRA
Enterprise Asset Management
CSV, Tempo, LDAP/AD, …
Automation Actions
DATA CENTER
4.0
RELEASED
TODAY
NEW

54. Basic
Concepts
Object Schema
Represents your asset
Object Type
Defines your objects
Objects
Hierarchical container

55. Object Schema Setup
Flexible with drag and drop
Unlimited depth

56. Object Type Setup
Define your own attributes
Many supported types
Reference other Insight objects

57. Additional Attribute Configuration

58. Create Objects

59. Objects
Discuss & Track history
Referenced in JIRA Issues

60. Objects

61. Object Type Graph

62. Object Type Graph

63. Object Filter Search

64. Import & Sync

65. JIRA
External
Sources
CSV
Users, Components
Tempo Accounts
Upload or Fetch remotely

66. Connecting to LDAP

67. Connecting to LDAP

68. Insight
Discovery
Release
19/05/2016

69. JIRA
Integration
Custom Fields
Condition, Validator, Post-function
JIRA Query Language
Search for connected issues
Workflow integration
Single, multi or read-only

70. JIRA Custom Fields

71. JIRA Custom Fields

72. JIRA Custom Fields

73. JIRA Custom Fields

74. Great
additions
Automation
Includes a QR code
Reporting
Overview, dependencies, …
Create labels
Bots are taking over the world

75. Automation
• Attachment added/deleted
• Comment added/edited/deleted
• Object created/edited/updated/deleted
• Scheduled Event
• Filter using IQL

76. Agenda
DEMO TIME
MAIL
ADVANCED WORKFLOWS
Q & A
ASSET MANAGEMENT

77. Thank you for attending!
TOM MOORS • ATLASSIAN EXPERT • ACA IT • @TOMMOORS
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