Deep Dive Into Automation: Scaling Jira Service Desk

Deep Dive into Automation: 
Scaling Jira Service Desk
PATRICK TEEN | DEVELOPER | ATLASSIAN
AMOGH SARDA | PRODUCT MANAGER | ATLASSIAN

Think of a time-consuming
task you’ve got to do
repeatedly.
SCENARIO

Fineee, I guess I’ll do it.
YOU

I’m feeling efficient lazy.
Let’s see if I can write a
script to do it.
YOU

1. Belief
You start this journey with so much
hope and so many aspirations.

2. Application
It’s action time.
You’ve started scripting in NodeJS.
You’re enthusiastic.

3. Denial
Okay, shoot. This is taking longer than
you thought.

4. Regret
Day #671. Just finished.
No word from home.

5. Acceptance
At least it looks cool, right?
¯_(ツ)_/¯
… Right?

What if I told you
there was
another way?
BUT WAIT

in
Jira Service Desk
Automation
W
ow
!
Amazing!!!

50%
Of all projects actively use automation

If
Some conditions are met
How does it work?
Then
Do something
When
Something happens

Filter
JQL on issue
JQL on linked issue
Comment contains
Comment visibility
User type
How does it work?
Action
Transition issue
Add comment
Alert user
Edit issue
Webhook
Trigger
Issue created
Issue status changed
Comment added/edited
SLA time remaining
Linked issue transitioned

If
It’s transitioned to “Done”
How does it work?
Then
Order a glass of wine
When
An issue is transitioned

Agenda
Jira Software ❤ Jira Service Desk
Internal IT Teams
Webhooks
External Customer Service

EXTERNAL CUSTOMER SERVICE / TEAM STRUCTURE

EXTERNAL CUSTOMER SERVICE / REQUEST LIFECYCLE
Create Triage Progress Resolve

EXTERNAL CUSTOMER SERVICE / MISSING INFORMATION
“Help - my payment doesn’t work”

“What’s your transaction number?”

“Oh it’s 12345”

Then send email
asking for specific
information about
their transaction
If summary ~
“payment” and
request-channel =
email
When an issue is
created

EXTERNAL CUSTOMER SERVICE / ROUTE BY ORGANISATION

EXTERNAL CUSTOMER SERVICE / ROUTE BY ORGANISATION
Then assign the
request to
@Twitter_Fan
If reporter is a
customer from
“Twitter”
When an issue is
created

EXTERNAL CUSTOMER SERVICE / IN PROGRESS

EXTERNAL CUSTOMER SERVICE / ESCALATE WITH EASE

EXTERNAL CUSTOMER SERVICE / ESCALATE WITH EASE
Then alert Support
Manager
If issue is of critical
priority
When the SLA is
about to breach

EXTERNAL CUSTOMER SERVICE / STAY ON TOP OF YOUR WORK
Then remind the
assignee to update
customer
If you are the
assignee
When issue has been
in status “In progress”
for quite long

EXTERNAL CUSTOMER SERVICE / STAY ON TOP OF YOUR WORK

EXTERNAL CUSTOMER SERVICE / FOLLOW UP WITH CUSTOMERS
“We’re almost done. Last question,
what device do you have?”

“Uh…hello?” :(

Then leave a comment
following up with the
customer again
If any issue
When we’ve been
waiting for a
customer’s response
for too long

“We’ve fixed the problem and it
should work now. Does it?”

EXTERNAL CUSTOMER SERVICE / STALE TICKETS
Then transition ticket
to “Closed”
If nothing happened
on the request for a
while
When issue has been
in “Fixed” status for a
long time

JSD <3 JSW / TEAM STRUCTURE
JSWJSD

How you think it’ll work How it works

JSD <3 JSW / KNOWN SOFTWARE BUGS
Then link existing JSW
issue tracking the bug
If description ~
<errorcode>
When an issue is
created

JSD <3 JSW / KNOWN SOFTWARE BUGS

JSD <3 JSW / FEATURE REQUESTS
Then assign to
Product Manager
If request-type =
“Feature request”
When an issue is
created

JSD <3 JSW / INTERNAL DOCUMENTATION

JSD <3 JSW / INTERNAL DOCUMENTATION
Then internal
comment with “Docs
are <link>”
If affected version of
the request is
“Version 2.0”
When an issue is
created

JSD <3 JSW / ESCALATE TO DEVELOPMENT
ESCALATE TO DEV

JSD <3 JSW / ESCALATE TO DEVELOPMENT
Then assign to
@bestmate_developer
If status is “Escalate to
Dev”
When an issue is
transitioned

JSD <3 JSW / KEEP DEVELOPERS IN THE LOOP
JSWJSD

JSD
JSW

Then alert the
Developer of an
update
If issue is in status
“Escalate to
Development”
When any comment is
added

JSD <3 JSW / KEEP ON TOP OF SUPPORT SLA
Then leave an alert the
Developer
If issue is in status
“Escalate to
Development”
When the SLA is
about to breach

JSD <3 JSW / RESOLVE ALL THE THINGS

JSD <3 JSW / RESOLVE ALL THE THINGS
Then close linked
tickets with a
comment “Software
bug solved in the
latest version”
If it’s the software bug
that caused different
service tickets
When an issue is
transitioned

Agenda
External Customer Service
Jira Software ❤ Jira Service Desk
Internal IT Teams
Webhooks

INTERNAL IT / REQUEST LIFECYCLE
Creation Triage Progress Resolution

INTERNAL IT / KNOWLEDGE BASE DEFLECTION
“Can’t configure Duo! Send help”

Then comment back
with a KB link
If summary contains
“duo”
When an issue is
created

20%
of 2FA related requests deflected

INTERNAL IT / TRIAGE
Priority Setting Incident Notification

INTERNAL IT / AUTOMATIC PRIORITY SETTING
URGENT
“I will need a new laptop in 6 months!!”

Then set priority to
Critical
If outage = yes and
product = jira
When an issue is
created

Then notify  
PagerDuty
If status = triaged and
priority = Critical
When an issue
changes status

INTERNAL IT / IN PROGRESS
Automatic 
Approval
Providing ContextCustom Shortcuts

INTERNAL IT / CUSTOM SHORTCUTS
“Two things we all hate:  
Repetition, and repetition.”

INTERNAL IT / CUSTOM SHORTCUTS
Then comment back
with a KB link
If comment is internal
and contains
“:kb_duo:”
When a comment is
added

INTERNAL IT / AUTOMATIC APPROVAL

“Please provision a new EC2 instance.”

- When an approval is required
- Then automatically approve

Then auto-approve
request
If request-type =
“Provision” and size =
“Small”
When an approval is
required

Then auto-approve
request
If request-type =
“Leave Request” and
Days = “1”
When an approval is
required

INTERNAL IT / PROVIDING CONTEXT

INTERNAL IT / PROVIDING CONTEXT
Approver Context Employee Context

INTERNAL IT / APPROVER CONTEXT
Then leave a comment
with approval
guidelines
If request-type =
“Hardware Request”
When an approval is
required

INTERNAL IT / EMPLOYEE ASSET CONTEXT
Then link all asset
tickets
If status = “In
progress” and Request
type = “IT Help”
When an approval is
required

INTERNAL IT / RESOLUTION
RESOLVED
“Hang on, I still can’t seem to log-in!”

RESOLVED CLOSED
INTERNAL IT / RESOLUTION

INTERNAL IT / REOPEN REQUEST WITH COMMENT
Then transition to In-
Progress
If status = Resolved
and comment was the
primary action
When a ticket is
commented on

https://giphy.com/gifs/kristen-bell-finger-guns-you-got-this-vMAjWyzyAJ2HS

What are webhooks?
A Then action, which fires a POST
request to a particular URL.

WEBHOOKS / INGREDIENTS
Web Server
To process an action, e.g.
send an SMS
Automation Rule
To trigger the webhook

{
"issue" : {
"id": "18001",
"self": "https://mycompany.atlassian.net/rest/api/2/issue/18001",
"key": "IT-4",
"fields": {
"summary" : "I cannot get my second screen to work",
"description" : "Have tried multiple ports, cables, but no luck",
"status" : {
"name" : "Waiting for Support",
...
},
"reporter" : {
"name" : "jsmith",
...
},
...
}
},
"timestamp" : 1462941258113 // UTC time when webhook was fired

Hmmmm…
Can I customise the payload or the config?

Incident response team
A SEV1 incident was just raised: {$issue.url}

WEBHOOKS / INGREDIENTS
Dialog HTML
To customise the “THEN”
dialog inside Service Desk
Web Server
To process an action, e.g.
send an SMS
Automation Rule
To trigger the webhook

ATLASSIAN CONNECT / CUSTOM THEN ACTIONS
/config-sms.html
Incident response
A SEV1 incident was just raised:

"modules": {
...,
"automationActions": [
{
"key": "send-sms-automation-action",
"name": { "value": "Send an SMS" },
"webhook": {
"url": "/send-sms"
},
"configForm": {
"url": "/config-sms.html"
}
}
],
...
}

Then SMS  
+61 437 978 377 with  
“A SEV1 ….”
If priority = “urgent”
When an issue is
created

{
"timestamp": 1461049397396,
"issue": {
"key" : "FB-123",
"fields" : {
"summary" : "Your flight is delayed",
"description" : "Please contact our customer support",
...
} ,
...
},
"action": {
"configuration": {
"number" : "+61 437 978 377",
"body" : "A SEV1 incident just came in"
}
}
}

Jira Service Desk:
APIs Unleashed
Shihab Hamid
Principal Product Manager,
Atlassian
AVAILABLE ON YOUTUBE

developer.atlassian.com

Wrapping up
Go build something amazing!

Build something cool!

Build something cool!
http://themetapicture.com/media/funny-party-rock-hat.jpg

Seriously, build something
cool. Don’t miss out!

Deep Dive Into Automation: Scaling Jira Service Desk

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