JIRA addon Service Desk:
- Propojení na KB
- Jednoduchá správa požadavků
- Request Type vs Issue Type
- Mapování vybraných JIRA issue type na SD request type N:1
- JIRA Status vs SD Status
- Mapování JIRA status na Service Desk status N:1
- JIRA Fields vs SD Fields
- Konfigurace: Service Desk permission
- Konfigurace: SLA - kalendáře
- Konfigurace: SLA – cíl a kalendář
2. Kolik z nás používá JIRA?
Zkusil si někdo addon JIRA Service Desk?
Používáte „standardní JIRA" pro service desk?
Onlio, a.s. • e: obchod@onlio.com • CR tel: +420222744766 • SR tel: +421233889033
3. používá JIRA pro service desk
38% @JIRA klientů používá JIRA pro svůj #ServiceDesk
Onlio, a.s. • e: obchod@onlio.com • CR tel: +420222744766 • SR tel: +421233889033
14. Požadavky v jazyku klienta1
Zjednodušený interface2
Vlastní knowledge base3
Intuitivní interface
Udělejte z vašeho #SERVICEDESK samoobslužný self-service desk s @JIRA #servicedesk
32. Společné místo pro operátory1
Automatické třídění a prioritizace2
JIRA Query Language (JQL)3
Fronty pro operátory
Automatické třídění a prioritizace požadavků s @JIRA #SERVICEDESK
60. Připravené reporty a další vlastní1
Vytváření reportů pomocí JQL2
Zpětně aplikováno na existující data3
Real-time Reporting
S @JIRA #SERVICEDESK i zpětně aplikujete SLA a přehledy do reportů
65. plus roky
vývoje
@JIRA #SERVICEDESK využívá všechny existující @JIRA úpravy a workflow
Onlio, a.s. • e: obchod@onlio.com • CR tel: +420222744766 • SR tel: +421233889033
73. Otázky?
Onlio, a.s. • e: obchod@onlio.com • CR tel: +420222744766 • SR tel: +421233889033
Děkuji za pozornost
martin.cvrcek@onlio.com
Notas del editor
As we refresh the queue, we can see we have a new ticket on the list.
{click}
But, notice that our new ticket that just came in is not at the bottom of the queue. The new ticket is second on the list.
I’ll explain how that happened in a little more detail in a minute.
The important thing to know is this:
Queues are automatically triaged and prioritized in real time.
And making new queues is infinitely flexible because of the JIRA Query Language (JQL).
{wait for animation}
We you grow beyond what we give you out of the box,
you can create new queues just by clicking this button at the bottom of the list.
Creating a “Red Alert Issues” queue, for example, is as easy as this.
Just pick what you want from the checkboxes.
And for users who are already familiar with Advanced searching using JQL,
you’ll see there’s an Advanced link over here at the right.
So that’s Custom Team Queues in JIRA Service Desk:
Queues make sure that everyone on your team has one place to go - so that everyone is always working on the right requests at the right time.
Second… and this is really powerful… Queues are automatically triaged and prioritized in real time.
And third, it’s built on the power of the JIRA Query Language (or JQL), so that you can make queues with infinite possibilities… if you can think of them in your head, then this tool will support it.
That’s Queues. You can definitely see the power of JIRA starting to show through there.
Again, I could talk about queues for an hour on their own, but that’s enough to get you started.
The next thing on our list is SLAs…
Now. We’re really proud of what we’ve done with SLAs.
Now, a moment ago, I said that our Team Queues were automatically prioritized
and that that new ticket that came in, was automatically second on the list.
Here’s how that happened.
Every team queue is generally driven by some sort of SLA metric.
For instance, in this one I have Time to Resolution SLA applied to the tickets in this queue.
You can see them ranked by the amount of time that remains.
We wanted to make sure that SLA engine in JIRA Service Desk is the best SLA engine in the industry.
And we’ve accomplished that in a couple of ways:
First, we wanted to make sure that SLA information is everywhere.
Your agents can’t hit their SLAs if they can’t see how much time is left before they exceed their targets.
Here’s a deeper look at the SLA countdown icon.
We start, of course, with how much time is remaining.
You can see the countdown clock here on the left.
So on every ticket…how much time is remaining on that SLA will always be visible.
Next. On the right we have a picture of a clock,
This indicates that the timer is running and counting down.
when the SLA timer is paused...
for instance, when the team is waiting on information from a customer,...
then the clock-icon changes to a pause-icon.
Next let’s talk about Real-time Reporting.
That which gets measured, gets improved.
With JIRA Service Desk, you can assess progress and performance in real-time.
Instantly increase visibility for your team.
Klienti - možnost omezení pouze na vstup do SD front-endu (nevidí již JIRA)
You also get everything that has every been built for JIRA.
Over the years we’ve built a lot of things into the JIRA platform.
You can create Fields of all kinds. Custom fields to suit whatever your doing.
JIRA has the most powerful Workflow engine in the world.
You can create workflows as simple as a two step workflow all the way up to 800 or more steps if that’s what you need to match your team’s process.
Don’t change your team to match the tool you’ve chosen. Change your workflow to match what’s best for your team.
Notifications of all shapes and sizes
In JIRA,
People can be set up in groups,…
…and you’ve got LDAP integration…
and all the great things that are awesome about JIRA people …