Turbo-Charge Your JIRA Service Desk with ITSM & Automation Awesomeness

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1) The document discusses how Valiantys helps customers optimize their use of JIRA Service Desk through incident categorization, dynamic portals, templates and canned responses, and task automation. 2) It provides examples of how Valiantys implemented incident categorization by system and version for different customers, dynamic portals to show relevant requests to different user groups, and used templates and canned responses to standardize recurring issues and comments. 3) The document also discusses how Valiantys used the Exocet add-on to automate the creation, assignment and linking of onboarding tasks for new employees with just one click.

LUCAS DUSSURGET • DIRECTOR • VALIANTYS • @VALIANTYSEN
Turbo-charge your JIRA Service
Desk with ITSM & automation
awesomeness

Agenda
Incident categorisation
Dynamic portal
Templates & Canned Responses
Task Automation

Incident Categorization
Incident categorisation
Dynamic portal
Templates & Canned Responses
Task Automation

EUROPEAN GOVERNMENT AGENCY
How can I know which system and system
version is affected by incidents raised by a
customer ?!
“
”

This is how we implemented it
Step 1 Step 2 Step 3
•  Install Insight for JIRA
•  Add permissions to
customers
•  Create a new Object Schema
•  Create System Custom Field
•  Create Version Custom Field
•  Link System with its versions
•  Link System and/or Versions
to speciﬁc customers

Categorization by systems for Customer A
Select the system
impacted
Versions are
updated
dynamically

Categorization by systems for Customer B
Select the system
impacted
Versions are
updated
dynamically

Dynamic portal
Dynamic portal
Incident Categorization
Templates & Canned Responses
Task Automation

How can I make the customer portal
relevant to our target end user, e.g. only
business managers can see change
requests? !
!
“
”TOP EUROPEAN INSURER – 77,000 EMPLOYEES

This is how we implemented it
Install Add-on Create group Add Security Select Change Requests
Install Extension for
JIRA Service Desk
Create you Managers
group in JIRA and add
users to it
Go to Security section of
the add-on admin panel
Add Change Request –
request type and select the
managers group

Templates & Canned Responses
Templates & Canned Responses
Dynamic portal
Incident Categorization
Task Automation

I want to create templates of recurring
issues or comments in order to make
agents more productive.!
“
”LUXURY FASHION LABEL

Issue templates and the end of recurring tasks

Fields, comments
and resolution are
filled automatically

Task Automation
Task Automation
Portal Requests Relevance
Templates & Canned Responses
Incident Categorization

I would like to create and assign all the
onboarding tasks for new employees in just
one operation!
“
”
HOSPITAL SOFTWARE PROVIDER

How did we implement it
Install Exocet
Install Exocet from
Atlassian Marketplace
Create Operation Button
In the Exocet
conﬁguration panel
Add Field Mapping
To import the issue
ﬁelds into the sub-tasks

Tasks are created,
assigned and linked
automatically

Approval matrix
Problem management
CMDB
What else
can you do?

Customer Reporting
Canned responses
Let customers close
tickets
Want more ?

Lucas Dussurget • Director • Valiantys • @ValiantysEN
Thank you!

- JIRA was implemented at ERCOT to improve their IT change management process over the legacy tool. It featured conditional workflows, linked issues, required fields, and approval processes to route changes appropriately. - Results included the time to approval decreasing by 18.4 days (from 19.2 to 0.8 days) and time to completion decreasing by 8 days (from 14.1 to 5.8 days). 61% of changes were now completed within 3 days of submission. - Future enhancements included improving CMDB integration and replacing their Remedy incident management with JIRA Service Desk.

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