Turbo-charge your JIRA Service

Desk with ITSM & automation

awesomeness

LUCAS D U S S U R G E T • D I R E C T O R • VA LIAN TY S • @VALI A N TYS E N

Introduction
 Agenda
Incident categorisation

Dynamic portal

Templates & Canned Responses

Task Automation
Incident Categorization
Incident categorisation

Dynamic portal

Templates & Canned Responses

Task Automation
“ How can I know which system and system
version is affected by incidents raised by a
customer ?!
”
EUROPEAN GOVERNMENT AGENCY
This is how we implemented it

Step 1 Step 2 Step 3

• Install Insight for JIRA • Create System Custom Field • Link System with its versions

• Add permissions to • Create Version Custom Field • Link System and/or Versions
customers to specific customers

• Create a new Object Schema

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
Incident Categorization

Dynamic portal

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 Create you Managers Go to Security section of Add Change Request –
JIRA Service Desk group in JIRA and add the add-on admin panel request type and select the
users to it managers group
Portal view as a
customer
Portal view as a
manager
Templates & Canned Responses

Incident Categorization

Dynamic portal

Templates & Canned Responses

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
Select a template
Fields, comments
and resolution are
filled automatically
Task Automation
Incident Categorization

Portal Requests Relevance

Templates & Canned Responses

Task Automation
“ 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 Create Operation Button Add Field Mapping

Install Exocet from In the Exocet To import the issue

Atlassian Marketplace configuration panel fields into the sub-tasks
 Tasks are created,
assigned and linked
automatically
 Approval matrix

What else Problem management

can you do?

CMDB
 Customer Reporting

Canned responses
Want more ?
Let customers close
tickets
 Thank you!

Lucas Dussurget • Director • Valiantys • @ValiantysEN