How to automate ticket creation in jira service desk in just 5 minutes

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According to Atlassian, their software is used by over 25,000 customers in 122 countries around the globe. Many of those customers use JIRA Service Desk, which has given BMC & ServiceNow a run for their money thanks to its ease of use & simple setup. What's missing from JIRA Service Desk is a robust workflow automation platform which can document an incident captured by your monitoring tool without writing any code, and can then automatically remediate that incident without any scripting as well. This slides was presented in a live webinar, when Ayehu's team demonstrated how to create a bi-directional integration between JIRA Service Desk and monitoring system in just 5 minutes. The resulting integration will not only allow automatic ticket creation in JIRA Service Desk, but will also allow requests submitted through JIRA to be automatically executed in your environment!

Software

© 2016 Ayehu All rights reserved.
How To Automate Ticket
Creation in JIRA Service Desk
in Just 5 Minutes!
starting at
12:00pm ET / 9:00am PT

Yaron Levy
VP, Professional Services
Today’s webinar will be presented by:
Guy Nadivi
Director, Business Development
© 2016 Ayehu All rights reserved. slide 2
Tom Melnik
Sales Engineer

Company Background
• Leading innovator of IT Process Automation Software
• Founded in 2007, Headquarters in New York
• Product first launched in 2009
• Flagship product: eyeShare™ IT Process Automation v4.8
• Eric Benhamou, former CEO of 3Com and Palm, BGV currently
slide 3© 2016 Ayehu All rights reserved.

Sample of eyeShare Users
slide 4© 2016 Ayehu All rights reserved.

Network Monitoring Systems & ITSMs
slide 5© 2016 Ayehu All rights reserved.

Disconnected Process
slide 6© 2016 Ayehu All rights reserved.
Level 1
Level 2
Open Update CloseAlert
Dismiss

Closed Loop Process
slide 7© 2016 Ayehu All rights reserved.
Open Update CloseAlert
Dismiss
Automated Remediation

Closed Loop Process Benefits
slide 8© 2016 Ayehu All rights reserved.
1. Eliminate manual work and human errors
2. Reduce resolution time (MTTR) of incident alerts
3. Enforce problem and change management
procedures (ITILv3 Compliance)
4. Reduce the amount of "noise" in the service desk
5. Empower Level1 and Level2 staff to work on more
important things
6. Ensure a fully documented end-to-end process in JIRA
Service Desk

What are the Top 5 Tasks You
Should Automate?
?
© 2016 Ayehu All rights reserved.
1. JIRA Service Desk ticket creation upon
issuance of incident alert
2. Automating Service/Server restarts
3. Mitigating false alerts
4. Freeing up server disk space
5. Communication, notification, & escalation
slide 9

Simple Approach
slide 10© 2016 Ayehu All rights reserved.

Simple Approach vs. eyeShare Approach
Confirmation
slide 11© 2016 Ayehu All rights reserved.
No way to confirm JIRA
Service Desk received
email from SolarWinds
& created ticket
Ticket creation by
eyeShare is confirmed
with JIRA Service Desk
ticket number &
technician assigned to
incident, which then
gets propagated back
to SolarWinds for
cross-referencing

Simple Approach vs. eyeShare Approach
Data Enrichment
slide 12© 2016 Ayehu All rights reserved.
All information from
SolarWinds email
stuffed into one field on
JIRA Service Desk
form
eyeShare performs
data enrichment, &
populates relevant info
into multiple fields on
JIRA Service Desk
ticket at creation time

Simple Approach vs. eyeShare Approach
Testing False Positives
slide 13© 2016 Ayehu All rights reserved.
No way to verify that
alert isn’t a false
positive
eyeShare can
incorporate a
verification procedure
in the ticket creation
process to ensure that
alert isn’t a false
positive

JIRA Service Desk Demo of
Automated Ticket Creation
© 2016 Ayehu All rights reserved. slide 14

Workflow Design Interface
slide 15© 2016 Ayehu Inc. All rights reserved.
Over 500
pre-built
activities
Over 120
pre-built
workflows
ZERO
programming
required!

eyeShare Dashboard Interface
slide 16© 2016 Ayehu Inc. All rights reserved.
Workflows
actively running
display here
Activities running
within a workflow
display line-by-line

Launching Workflows
slide 17© 2016 Ayehu Inc. All rights reserved.
1. Events
o JIRA Service Desk Ticket
o Alert
o SNMP Trap
o SYSLOG
o MQ
o CLI
o Webservice
o Email
o SMS
2. Scheduled Actions
3. Self-Service Portal

Demo
slide 18© 2016 Ayehu Software Technologies, Ltd. All rights reserved.

Ask Us Anything
slide 19© 2016 Ayehu All rights reserved.
I don’t always answer webinar questions
But when I do, my answers are very
interesting

Please send any follow up questions to:
Guy Nadivi
guy@ayehu.com
www.ayehu.com
slide 20
Go To ayehu.com
Free trial version
of eyeShare!
© 2016 Ayehu All rights reserved.

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How to automate ticket creation in jira service desk in just 5 minutes

3. Company Background • Leading innovator of IT Process Automation Software • Founded in 2007, Headquarters in New York • Product first launched in 2009 • Flagship product: eyeShare™ IT Process Automation v4.8 • Eric Benhamou, former CEO of 3Com and Palm, BGV currently slide 3© 2016 Ayehu All rights reserved.

8. Closed Loop Process Benefits slide 8© 2016 Ayehu All rights reserved. 1. Eliminate manual work and human errors 2. Reduce resolution time (MTTR) of incident alerts 3. Enforce problem and change management procedures (ITILv3 Compliance) 4. Reduce the amount of "noise" in the service desk 5. Empower Level1 and Level2 staff to work on more important things 6. Ensure a fully documented end-to-end process in JIRA Service Desk

9. What are the Top 5 Tasks You Should Automate? ? © 2016 Ayehu All rights reserved. 1. JIRA Service Desk ticket creation upon issuance of incident alert 2. Automating Service/Server restarts 3. Mitigating false alerts 4. Freeing up server disk space 5. Communication, notification, & escalation slide 9

11. Simple Approach vs. eyeShare Approach Confirmation slide 11© 2016 Ayehu All rights reserved. No way to confirm JIRA Service Desk received email from SolarWinds & created ticket Ticket creation by eyeShare is confirmed with JIRA Service Desk ticket number & technician assigned to incident, which then gets propagated back to SolarWinds for cross-referencing

12. Simple Approach vs. eyeShare Approach Data Enrichment slide 12© 2016 Ayehu All rights reserved. All information from SolarWinds email stuffed into one field on JIRA Service Desk form eyeShare performs data enrichment, & populates relevant info into multiple fields on JIRA Service Desk ticket at creation time

13. Simple Approach vs. eyeShare Approach Testing False Positives slide 13© 2016 Ayehu All rights reserved. No way to verify that alert isn’t a false positive eyeShare can incorporate a verification procedure in the ticket creation process to ensure that alert isn’t a false positive

17. Launching Workflows slide 17© 2016 Ayehu Inc. All rights reserved. 1. Events o JIRA Service Desk Ticket o Alert o SNMP Trap o SYSLOG o MQ o CLI o Webservice o Email o SMS 2. Scheduled Actions 3. Self-Service Portal

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