LUCAS DUSSURGET • DIRECTOR • VALIANTYS • @VALIANTYSEN

Turbo-charge your JIRA Service Desk with ITSM & automation

awesomeness

Introduction

Agenda I n c i d e n t c a t e g o r i s a t i o n

D y n a m i c p o r t a l

T e m p l a t e s & C a n n e d R e s p o n s e s

T a s k A u t o m a t i o n

Incident Categorization I n c i d e n t c a t e g o r i s a t i o n

D y n a m i c p o r t a l

T e m p l a t e s & C a n n e d R e s p o n s e s

T a s k A u t o m a t i o n

E U R O P E A N G O V E R N M E N T A G E N C Y

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

D y n a m i c p o r t a l

I n c i d e n t C a t e g o r i z a t i o n

T e m p l a t e s & C a n n e d R e s p o n s e s

T a s k A u t o m a t i o n

How can I make the customer portal relevant to our target end user, e.g. only business managers can see change requests? !

!

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” T O P E U R O P E A N I N S U R E R – 7 7 , 0 0 0 E M P L O Y E E S

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

Portal view as a customer

Portal view as a manager

Templates & Canned Responses

T e m p l a t e s & C a n n e d R e s p o n s e s

D y n a m i c p o r t a l

I n c i d e n t C a t e g o r i z a t i o n

T a s k A u t o m a t i o n

I want to create templates of recurring issues or comments in order to make agents more productive.!

“ ” L U X U R Y F A S H I O N L A B E L

Issue templates and the end of recurring tasks

Select a template

Fields, comments and resolution are filled automatically

Task Automation

T a s k A u t o m a t i o n

P o r t a l R e q u e s t s R e l e v a n c e

T e m p l a t e s & C a n n e d R e s p o n s e s

I n c i d e n t C a t e g o r i z a t i o n

I would like to create and assign all the onboarding tasks for new employees in just one operation!

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H O S P I T A L S O F T W A R E P R O V I D E R

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 • Val iantys • @Val iantysEN

Thank you!