Downloaded 31 times
![AUTOMATION ACTION
"automation-actions": [
{
"key": "send-sms-action",
"name": {
"value": "Send an SMS"
},
"webhook": {
"url": "/send-sms"
},
"configForm": {
"url": "/config-sms"
},
"requires": [
"issue"
]
}
]](https://image.slidesharecdn.com/addons-08-hamid-170505112123/75/Launch-into-New-Markets-with-JIRA-Service-Desk-88-2048.jpg)
![serviceDeskQueues: [
{
key: ‘my-custom-queue’,
name: {
value: ‘My Custom Queue’,
},
group: ‘my-queues-group’,
url: ‘/custom—queue’
}
]](https://image.slidesharecdn.com/addons-08-hamid-170505112123/75/Launch-into-New-Markets-with-JIRA-Service-Desk-106-2048.jpg)
![serviceDeskReports: [
{
key: ‘my-custom-report’,
name: {
value: ‘My Custom Report’,
},
group: ‘my-reports-group’,
url: ‘/custom—report’
}
]](https://image.slidesharecdn.com/addons-08-hamid-170505112123/75/Launch-into-New-Markets-with-JIRA-Service-Desk-111-2048.jpg)
![webItems: [{
key: ‘assets’,
name: { value: ‘Assets’ },
location: ‘jira.project.sidebar.plugins.navigation’,
…
}],
webPanels: [{
key: ‘my-asset-panel’,
name: { value: ‘Asset Catalog’ },
url: ’/asset-catalog’,
…
}]](https://image.slidesharecdn.com/addons-08-hamid-170505112123/75/Launch-into-New-Markets-with-JIRA-Service-Desk-116-2048.jpg)
Uploaded byAtlassian
Launch into New Markets with JIRA Service Desk
The document discusses the growth and features of Jira Service Desk from May 2016 to May 2017, highlighting its usage by over 20,000 teams. It emphasizes the tool's flexibility for IT service management, customer support, and automation capabilities, including linkages to various monitoring and communication systems. Additionally, it outlines the potential for integration and customization through APIs for enhanced business services.
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Launch into New Markets with JIRA Service Desk
- 1. Launch into NewMarkets with JIRA Service Desk SHIHAB HAMID | PRINCIPAL PRODUCT MANAGER | @SHIHABHAMID
- 2. YEAR IN REVIEW Today May2016 May 2017 350+ add-ons API announced
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- 8. JIRA USAGE 40% runningIT Service Desk
- 9. Custom Fields WorkflowsPermissions Notifications is flexible
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- 20. Incident Problem ChangeService Req ITIL Certified
- 22. IT is morethan just a service desk CONTEXT
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- 32. IT is morethan just a service desk CONTEXT
- 33. is more thanjust IT CONTEXT
- 34. JIRA SERVICE DESKUSAGE
- 35. JIRA SERVICE DESKUSAGE 60% using for Customer Support
- 36. JIRA SERVICE DESK Customer Portal Agent-Based Pricing Dev Team Integration
- 37. JIRA SERVICE DESK Customer Portal Agent-Based Pricing Dev Team Integration Customer Organisations Email Customisation Customer Satisfaction Anonymous Portal Language Support
- 38. Opportunities in CustomerSupport
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- 78. WHEN Issue created Issue commented Issuetransitioned SLA about to breach Automation Framework IF Issue matches JQL User is agent/customer Comment is public/private Comment contains text THEN Edit issue Transition issue Add comment Send email
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- 82. WHEN Issue created Issue commented Issuetransitioned SLA about to breach Automation Framework IF Issue matches JQL User is agent/customer Comment is public/private Comment contains text THEN Edit issue Transition issue Add comment Send email Fire webhook
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- 86. WHEN Issue created Issue commented Issuetransitioned SLA about to breach Automation Framework IF Issue matches JQL User is agent/customer Comment is public/private Comment contains text THEN Edit issue Transition issue Add comment Send email Fire webhook Pluggable actions
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- 88. AUTOMATION ACTION "automation-actions": [ { "key":"send-sms-action", "name": { "value": "Send an SMS" }, "webhook": { "url": "/send-sms" }, "configForm": { "url": "/config-sms" }, "requires": [ "issue" ] } ]
- 89. AUTOMATION ACTION POST http://addon-baseurl/send-sms { timestamp:…, issue: { key: "ITSD-7", … }, action: { configuration { to: "Incident response team"’ message: "A SEV1 incident …" } } }
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- 106. serviceDeskQueues: [ { key: ‘my-custom-queue’, name:{ value: ‘My Custom Queue’, }, group: ‘my-queues-group’, url: ‘/custom—queue’ } ]
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- 111. serviceDeskReports: [ { key: ‘my-custom-report’, name:{ value: ‘My Custom Report’, }, group: ‘my-reports-group’, url: ‘/custom—report’ } ]
- 116. webItems: [{ key: ‘assets’, name:{ value: ‘Assets’ }, location: ‘jira.project.sidebar.plugins.navigation’, … }], webPanels: [{ key: ‘my-asset-panel’, name: { value: ‘Asset Catalog’ }, url: ’/asset-catalog’, … }]
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- 124. Known Problems Mobile app usershaving trouble logging in - view StatusPage Status Update
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- 132. Injecting into ourUI Injecting into your UI
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- 137. API REST Orchestration User Interface Markets IT Customer Support BusinessServices Growth 20k+ teams Fastest growing product Monitoring Aggregation Asset Tracking Issue Linking Automation Provisioning Scripting Screensharing Remote Desktop Alerting SMS Phone Web Chat Native Embed Facebook Twitter Escalation Rostering On-boarding Reporting Procurement Job Publishing Theming
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- 139. Thank you! SHIHAB HAMID| PRINCIPAL PRODUCT MANAGER | @SHIHABHAMID