Service Desk:
With the help of Jira service desk plug-in , complete help desk solution can be obtained with full visibility .With the customer portal user and service desk team views, the requirements are implemented and managed with ease and each issue type will be detailed with set of inputs from the customer in order to provide the solution
From the service desk team view , following functionalities are obtained
- Customizing the fields for customer portal as per the need
- Design and implementation of work flows as per the business rules
- Managing users and groups for the service desk team and users.
- Tickets / requests parked at the respective groups for their attention and progressing
- The views can be restricted to only relevant groups.
- Auto email triggering for different states that the ticket will be transitioned
The request processing will be performed as per the work flow defined for this particular issue type.Ticket details are as follows as per the inputs provided by the customer and the SLA set as per the business rule.
Work flow for the issue will be framed as per the business requirements and can be associated to the issue type. Apart from defining the flow , triggers and post functions can be defined at the work flow level and customized screens can be mapped.
We can generate various reports on tickets / requests received through service desk.
It’s easy to create real-time reports for the entire organization.
Integration:
Service desk can be integrated with confluence as source of knowledge base . Lot of features can be obtained though this integration.
- Project level space for managing documentation for how to.
- Space to maintain troubleshooting articles , decisions, blog posts, jira reports, meeting notes, task report, share a link.
- Solutions can be accessed as per the security levels provided for the users and groups.
The user management can be done at the crowd level or locally.
Also when integrated to active directory (LDAP or Microsoft) users and groups are automatically synced.
Service desk can be integrated with jira agile inorder to push the tickets to the development project and can be pulled over directly onto the dashboard.
Service desk can be integrated to asset management by Atlassian and the requirements can be collaborated and tracked at asset management.
Messaging and notifications: Following notifications are possible while using service desk.
- Issue creation and reply/ update via email ( service desk 2.0)
- Auto message triggering for alerting on requests reported
- Replies / status changes can be triggered to publish on twitter
- A web-hook for event callback, used by remote applications to receive notifications of events on JIRA issues.
- Customized scripts can be called based on jelly runner which is an interface to JIRA
- Hip chat , an instant messaging solution from Atlassian can be integrated
Test triangle provides a full range of Atlassian solutions for clients across the globe. With rich experience over the past years in serving corporate customers, our team aims to provide the best support in the industry. We are here to help you for your IT needs.
Our experts help in deploying Atlassian Jira according to your development needs and can come up with best solutions to build your system.
Many solutions such as integration to other applications, migration of the legacy projects, setting up disaster recoveries, backup solutions can be provided to your Atlassian deployments from Test Triangle.
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