Summary
Challenge: Implement Jira Service Management to manage, track, and report on work, migrate existing Excel data, and ensure customer queries could be effectively structured and managed.
Solution: Configured key features in Jira Service Management, including ScriptRunner Behaviours and SLAs, migrated existing data from Excel, created Confluence spaces, delivered user training, and developed custom eazyBI reports.
Outcome: Improved communication, enhanced customer insights through reporting, and enabled more effective request monitoring and management.
Challenge
AC has worked with this client multiple times and going projects for their IT Team, Security Team, and HR team.
For this project, the customer’s business intelligence (BI) team wanted to move to the Jira platform and they wanted a Service Management project to help manage their tasks. In the past, the BI team were receiving emails from their colleagues, which they documented in a shared Excel file. However, by moving to Jira Service Management the HR team could make use of Jira Service Managements various features to help manage their tasks, communicate with their colleagues, and report and track their work.
AC created a Jira Service Management project tailored to the needs to the BI team, this involved creating and configuring the issue types, custom fields, screens and screen schemes, queues, SLAs, security levels, and dashboards in Jira. AC also had to import the existing data the BI team had in Excel into new Service Management project. The BI team also wanted to create and link their Confluence knowledge base to the customer portal, so customers can see any related articles to their query. Lastly, AC made reports in eazyBI based on the BI team’s requirements.
Solution
AC began by creating a Service Management project using the template that AC made in past projects for the customer. AC configured the following features in Jira Service Management to meet the requirements of the client.
- Screens
- Custom fields
- ScriptRunner Behaviours
- Queues
- SLAs
- Customer Portal
As well as this AC formatted the Excel file containing the historical data and imported it into the new Jira project in a CSV import.
Lastly, AC made created custom eazyBI reports with the use of MDX expressions that gave a detailed breakdown on the queries raised in BI’s service desk based on their specifications
Benefits
With the new service desk the BI team were able to effectively organise and allocate their work.
Improved communication
The team could communicate on issue in one central platform rather than via emails.
Improved insights for customers
The SLAs provided the customers of the BI team insight on their requests and by linking the customer portal to Confluence the customers could see any relevant Confluence articles that may assist them.
Request monitoring and management
The eazyBI reports allowed the BI team to monitor their requests, such as which department makes the most requests, and what type of requests they receive and their performance. By Importing the historical data, the BI team could reference any new requests with the historical requests and they also had the historical data available for reporting.
