JIRA is no longer just a tool to plan, track and release the best quality software. JIRA software is one of the best solutions for team and process management in many industries. JIRA is a platform for organizing work and starting and monitoring processes in organizations. It is a tool of all kinds useful and even necessary in times of fast changing business reality and instant access to information that makes it necessary to make quick decisions. Moreover, JIRA, unlike many competing products, is extremely readable.
We know how important it is to focus on the most important elements of work. Automatic triggers and procedures make it possible for you to devote all your attention to tasks to of importance. Integration with RPA tools will allow you to improve such processes as:
- Creating an industry from requests, moving the request inside the Bitbucket service and issuing code from the level of Jira Software solution
- Start compilation in Bamboo when the push command is used in Bitbucket
- Monitor the status of branch, commit, pull request and compile operations from the request level and track the status of the version in Jira Software.
- View the results and status of the Bamboo compilation in Bitbucket and all commit commands
- Informing project participants using Jira Software reports in Confluence
Example automations possible woth robotic workers:
- Auto-close old Jira support tickets
Let’s start with a simple but effective rule. Sometimes customers just stop replying to you. Was it something you said? Did they get attacked by a goat? Unlikely. Goats are friendly creatures. Regardless of the reason, to avoid issue limbo, you need to go back over old cases and close them. This simple automation rule solves that problem. Scheduled to run every day, it looks for tickets that haven’t been updated in the last 5 days. When it finds these stragglers, the issue gets resolved and a comment is added notifying the customer that we’re resolving the issue.
- Re-open Jira issue when a customer comments
With this rule, when a customer comments on a resolved issue, the issue is reopened and the support engineer gets a notification. No more issues slipping through the cracks like a politician’s expense receipts. We also add a condition to ensure the person leaving a comment is not an employee. Only a customer comment will reopen a support issue.
- Auto assigning and RE-assigning of Jira tickets
From the marketing team (that’s me) to the co-founders, we all do customer support here at Automation for Jira. It helps us keep our finger on the pulse by talking to customers every day. We use the following rule to automatically assign the support load in the most democratic fashion.
- Send warning to Slack channel with SLAs at risk of breaching
The easiest way to miss an SLA is to lose track of your priorities. This automation rule helps to keep the team informed when action is needed by sending a gentle, passive aggressive reminder to a Slack group or user
- Linking related support tickets
When you do your support, sometimes you really get to know your customers! Having an understanding of how they think enables you to get to the bottom of the issue quicker. This rule helps you do that.
This rule links support issues with the same reporter together. Now we have a clear, accessible view of the reporter’s history. We already have a feel for how her Jira is setup, what kind of automation rules she uses and her thoughts on Renaissance painters. Neat.
- Ask for customer reviews
As mentioned earlier, we have a 4.9 star rating in Jira Service Desk but this is just an internal measurement to keep us on track. It is the reviews in the Atlassian Marketplace that help us stand out.
With this automation rule, when a customer leaves a high satisfaction rating we humbly ask if they could also provide us with a review on the Atlassian Marketplace! Why not?! The first condition confirms that the rating is high. The second condition ensures we don’t harass users by checking whether we have asked for a review before. If these two conditions are met, then we leave a comment on the issue asking them to leave a review!
- AWS CloudWatch alerts
If you found the first 6 automation rules a little too easy, we’re cranking the dial up to 11 with this last rule! Production alerts are important. If something goes wrong, you want to know about it. However, finding the right balance is tricky,
You don’t want to overload people with notifications. Nor do you want to automatically create 15,000 support tickets when things go wrong. In our case, AWS alerts come into our service desk project via email and are automatically created as issues. This is when our AWS production alerts rule enters.
The rule groups all the alerts for a given day on the one ticket with subsequent alerts added as comments
The Related JQL branch simply tries to find an issue labeled with prod-errors and the current date. If it finds it, then we add a comment. The JQL condition is a guard to stop execution if we have added a comment. If it cannot find an issue with prod-errors and today’s date then it continues and creates the grouping issue
- Auto-triage email request
When email requests come in, it takes a lot of manual work to determine their request type. But, by using this automation rule, you can auto-triage requests to classify them properly based on their content. For instance, if a customer emails about a broken printer, you can have it classify the ticket as “Printer problems.” You can even route issues to the correct person or team by automatically setting the assignee or component field.
- Automate common tasks
Not every task needs to be handled by a support agent. Why not automate it? For example, if someone needs access to a system, with this automation rule you can automatically send that task to be completed by an external system once it’s been approved. This is a huge time saver for the team because you automate a whole category of requests that the team never has to touch. Everyone loves having less work to do!
- Prioritize smarter
Don’t spend time manually reading through and prioritizing your tickets – let automation do it for you! With this automation rule, you can use the information the customer provides in the ticket to automatically set a certain priority level. For instance, if a customer reports “Impact: whole team” or “Workaround: none” you can use this information to denote priority level: critical. This in turn helps your team initiate subsequent SLAs based on the priority.
- Assign tickets to the right people
On some teams, just assigning tickets to the right person is a full time job! Free up your team’s time and automate this function by assigning directly, or setting up a field so that the ticket ends up in the right queue. For instance, if Tom is your expert on all things VPN, then you can automatically assign tickets to him having to do with VPN issues.
- Set customer expectations
Automation rules aren’t just for triaging and routing tickets. You can even automate your customer communications to set expectations from the start. For example, if you’re using Jira Service Desk to keep track of equipment, you can send emails to your customers letting them know how long they can expect to wait for their new computer/monitor/phone, etc. Set up: IF requestType = laptop request THEN send email, “It takes 10 business days to fulfill an order for a new laptop from our supplier.”
- Auto-approve tickets
Sometimes requests are small enough that they don’t need to go through an approval workflow. For instance, if you know that equipment requests under a certain dollar amount will always be approved, set up a rule that transitions the tickets automatically into action. For example, “If reqType = purchase order, and value < $200 THEN transition to ‘awaiting purchase”
- Escalate urgent SLAs
Make sure your team always delivers on SLAs by using automation. Set a rule that escalates tickets reaching the end of their time to the relevant people, or a senior team member. That way, your manager will discover the problem before it becomes a crisis. In addition, if a ticket hasn’t received an activity within a certain time frame (generally a couple hours), the system will alert relevant people or auto-assign to an agent. Nothing falls through the cracks.
- Auto-close stale tickets
Don’t let a bunch of old tickets sit around in your queue endlessly. With automation, you can auto-close tickets that time out because a customer hasn’t responded. And if the customer comments, or reopens, the ticket goes live again with little impact. Easy breezy.
Scrum and Kanban board-based automation
- Automated estimation of time – Average time calculated out of workers estimations for each task.
- Automated prioritizing – estimating the priority of each backlog based on keywords in the input and feedback from customers, designers and the development team.
- Automated cleaning of the backlog – there are some task in the sprint that the team won’t get the chance to take care of. From the activity around the task and the estimated required time you can automatically delete those kinds of tasks or archive them for the next sprint.
The goal of G1ANT is to build a better functioning world for our customers, employees and communities. We want our tool to result in better company performance, confidence and trust.
Currently, companies are undergoing revolutionary changes in almost every aspect of their business – including economic, technological, demographic or customer preferences. Standardization and optimization of processes are no longer enough. Are there any other levers that will allow you to increase efficiency and effectiveness?
Such levers are business process robotization or, more broadly, intelligent automation. The benefits they bring are financially measurable, long-term and achievable in a short time.
To find out more about how JIRA and RPA can work together, visit g1ant.com/jira