JIRA Service Desk is a help desk plugin for JIRA that allows companies to manage internal IT service requests. It provides out-of-the-box features like predefined issue types, workflows, queues, SLAs, and reports. It also includes a customer portal for submitting and tracking requests as well as a knowledge base for reducing tickets. The plugin leverages existing JIRA functionality so no new product needs to be learned.

2. JIRA Service Desk
11/2013
Marko Saha
28.11.2013
www.ambientia.net
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3. JIRA Service Desk background
• 40% of JIRA 22,000 customers use it for internal
IT service desk
• Built on top of JIRA => no need to learn a whole
new product, you have one user base to deal
with, you don't have to deal with integrations.
• Available behind the firewall and onDemand
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4. Jira Service Desk
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5. JIRA Service Desk
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6. JIRA Service Desk – Out-of-the-Box experience
Create new Service Desk, you‟ll get predefined:
• Issue types/Request types and templates
• Workflow
• Queues
• SLA metrics
• Reports
“Easy to start making your own modifications – no
need to start for the scratch”
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7. JIRA Service Desk features
• Customer portal – simple and intuitive customer
interface
• SLAs – Flexible and customisable metrics
• Queues – Customisable and editable JQL-based
queries for managing Service Desk team‟s work
• Reports – Visual, real-time reports, customisable
with JQL
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8. Jira Service Desk interfaces
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9. Customer portal – Speak your customers’
language
• Easy Call-to-Actions for customers
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10. Customer portal - Request types
• Issue types are mapped to Request types
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11. Customer Portal – Request type configurations
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12. Customer portal – Request templates
•
•
Request types are Issue type templates
Possibility to preset field values, like components and labels (hidden for
customer)
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13. Customer Portal – Grouping Request types
• You can group request types to make it easy for
customers to find the right request type in the
Customer Portal.
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14. Customer portal - workflows
• Possibility to remap statuses for customers by
Workflow/Request type
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15. Customer Portal – Re-mapping statuses
• „‟‟
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16. Customer portal - Notifications
•
Smart email notifications – customer only notified when they
need to take an action
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17. Customer Portal – Comment and
follow your Requests
• Easy to search, follow and comment your
Requests
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18. Queues – Prioritised inbox
• Organise issues into streams of prioritised work
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19. Queues – core concepts
A Queue lets you define
• What Issues are shown using JQL* (*Jira Query
Language)
• The columns that are displayed
• The Priority of Issues through ordering
• hj
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20. Queues - defining
• Easy to design your own queues
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21. Queues – Design perspectives
• Match your workflow
• By Due date
• Split by areas of specialisation
• Hybrid queues (parts of workflow, sub-
teams, procurement etc.)
• Prioritisation (Created date, Due date, Priority or
Severity)
• SLAs – Service Level Agreements
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22. SLA – your service promise
• See your performance
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23. SLA – Core concepts
An SLA has two parts
• A time metric defines how to measure time
• A goal is a target time for the metric for a set of
issues
-> Measurable goals
Common SLAs
• Time to Intervention, Time to First Response
• Time to Resolution
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24. SLAs - Defining
•
Set conditions(start,pause,stop) and assign goals (JQL, time, Calendar)
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25. SLAs – Design perspectives
• Time to triage
• Time to assign an issue
• Time to first response
• Time between comments
• Time awaiting approval
• Time for vendor to supply goods
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26. SLAs – measure what matters
• Issue level (Issue screen)
• Aggregate level (JIRA SD SLA view)
• Querying for SLA by JQL (JIRA SD Queues
view)
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27. SLA Calendar (v1.1)
•
Create an custom calendar based on your service desk opening hours
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28. Reports – measure and improve
• Visualise performance to identify bottlenecks
and optimise your process
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29. Reports – Core concepts
• A report has 1 or more series
• A series plots a metric over time
• A metric can be volume-based or time-based
• A series can be filtered using JQL
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30. Reports - defining
• Add predefined Series and fine-tune your report with
JQL
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31. Reports – Design perspectives
• Visualise your team‟s workload and performance
• Report on time metric series
• Team‟s Responsiveness, use reports historical
data to define SLA targets
• SLA reports (e.q. Total number of tickets vs.
tickets resolved within SLA)
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32. Summary
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33. Knowledge Base
•
Reduce the number of tickets – turn your service desk to self service desk
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34. Knowledge Base – Core concepts
• A service desk can be connected to a
Knowledge Base space in Confluence
• A knowledge article is a page in the Knowledge
Base space
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35. Knowledge Base - defining
• Confluence Knowledge Base space Blueprint
allows you to easily build KB in your Confluence
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36. Knowledge Base – Design
perspectives
Utilise KB space Blueprint, including:
• Landing page
• How-To-Article page Blueprint
• Troubleshooting Article page Blueprint
Hook Up with JIRA Service Desk
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37. Knowledge Base – page Blueprints
• Get started really quickly with predefined article
Blueprints
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38. Connecting JIRA SD with KB
• Custom search filters for Request types
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39. Knowledge Base - Search
• Easy to search articles within Customer Portal
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40. Knowledge Base - Suggestions
• User will be suggested for existing KB articles
when creating a new ticket
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41. KB – capturing knowledge
•
Knowledge can be captured directly within JIRA issue or creating a page in
Confluence (utilising page Blueprints)
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42. What’s New in Version 1.1?
• SLA calendars
• Request groups
• Multilingual support
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43. VertygoSLA?
• If you have an active VertygoSLA license as at
2nd October 2013, you will be eligible to obtain
JIRA Service Desk for free. Please contact
sales@atlassian.com before 31st December
2013.
• Alternatively, you can continue to use
VertygoSLA. Valiantys will continue to support
VertygoSLA until 2nd October 2015.
• All VertygoSLA customers are eligible to renew
their VertygoSLA licenses through to a maximum
end date of 2nd October 2015.
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44. Tips and Hints
• One JIRA project equals one JIRA Service Desk
• Consider to leave Default assignee set as
UnAssigned in Project Administration
• To disable email notifications completely (for all
service desks), go to > Add-ons. Then use the
Service Desk link in the left panel to open your
JIRA Service Desk settings.
• Enabling email users for submitting tickets to
JIRASD, check Jira Advanced Mail Handler:
https://thepluginpeople.atlassian.net/wiki/display/JE
MH/Integrate+JEMH+with+JIRA+Service+Desk
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45. DEMO
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46. Marko Saha
Director, Agile Enterprise Solutions
Puhelin: 0400 620 021
Sähköposti: marko.saha@ambientia.fi