Brad Baker, JIRA Service Desk architect, will present APIs in JIRA Service Desk and how you can use them to tune Service Desk to your IT team. We will allow time for Q&A on proposed extensions, and gather feedback on how helpful they will be to you.

1. #atlassian

2. Platform and APIs:
Extending Your Service Desk
Brad Baker • JIRA Service Desk • Atlassian

3. There is never enough time is there?

4. Scale your team via automation
• Every service team struggles to have
enough people or time
• One the best ways to deliver great
service is to scale your team via
automation
• Automating the way tickets are
handled
• Automating the actual service work
that is done

5. Your Service Desk your way
• Flexibility
• JSD and the JIRA platform have pluggable
constructs to allow you to model your
processes
• Workflows
• Issue Types
• Custom Fields
• Request Types
• Service Level Agreements

6. Measure it. Manage it.
• A Service Desk in operation generates
plenty of data points of how you servicing
your customers
• Extracting that data into Business
Intelligence (BI) systems helps you see the
patterns of service
• REST APIs are the best way to extract that
data

7. Act fast Act now
• SLA time boundaries allow you to know
the hot tickets at the moment
• Work on the most important tickets in
most important order
• Using REST APIs you can act on tickets
before they breach SLA

8. JIRA Service Desk API Evolution
• Its still evolving
• You can shape the future!

9. JIRA Service Desk And the JIRA Platform
• Its built on JIRA
• Thats a huge base
• More than we can cover really
• But here goes…

10. JIRA Service Desk And the JIRA Platform
• JSD has
• The Customer Portal
• Request Types
• The Agent View
• Service Level Agreements
• Reports
• Email Handlers
• KB Integration

11. JIRA Service Desk And the JIRA Platform
• JIRA has
• Workflows
• Issue Types (tickets)
• Custom Fields
• User Management
• System Services
• Massive API

12. A lot of API to understand
• Confusing? - possibly
• Powerful? - definitely!

13. Which APIs should I use
• Integration
• Atlassian Connect
• REST API
• Extension
• Java API
!
!
!

14. Atlassian Connect
• The future of integration
• OnDemand ready
!
!
!
• Warning
• JSD is light on Connect
• But we are working on that

15. Types of API - REST
• Out of process integrations
• BTF and OnDemand
• Easy (-ish) to use
!
https://developer.atlassian.com/display/JIRADEV/JIRA+REST+APIs

16. Webhooks in JIRA
• Something happened?
• Tell some app

17. Types of API - Java
• In process integrations
• BTF only
• Harder to use
!
https://developer.atlassian.com/display/JIRADEV/Java+API+Reference
!

18. The Future APIs
• Making it more extendable
• Make it more Connect ready
• Secured webhooks
• What would you like?

19. Automaton
• Catch up on the talk “AtlasDesk
Team – A Year With JIRA Service
Desk"
• They built Automaton to help them
scale

20. Thank you!
Brad Baker • JIRA Service Desk Architect • Atlassian