#atlassian

Brad Baker • JIRA Service Desk • Atlassian

Platform and APIs:Extending Your Service Desk

There is never enough time is there?

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

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

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

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

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

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

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

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

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

Which APIs should I use• Integration• Atlassian Connect• REST API

• Extension• Java API

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Atlassian Connect• The future of integration• OnDemand ready

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• Warning• JSD is light on Connect• But we are working on that

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

Webhooks in JIRA• Something happened?• Tell some app

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

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

Automaton• Catch up on the talk “AtlasDesk

Team – A Year With JIRA Service Desk"

• They built Automaton to help them scale

Thank you!

Brad Baker • JIRA Service Desk Architect • Atlassian