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Automated Workflows for JSM

Recently our company built a demo JSM Service Desk that integrates with Insight (Better Snacks Through JSM).

Our Snack Service Desk allows customers to order a snack, chocolates only at the moment. We use it to demonstrate the use of JSM, the different methods by which customers can raise requests, that uses jira automation, as well as integrating with Insight for snack inventory management. It’s a simple application that anyone can understand, and they get a chocolate bar into the bargain.

The workflow is fully automated, except for the request resolution - the status is manually set to resolved when the customer collects their snack, or can be cancelled if they don’t. Conditions are checked and progress updates sent using jira automation.

We have a selection of chocolates that are our assets in Insight, with the number of each available. When a customer makes a snack request our automation automatically reduces the number of available chocolates by one - essentially reserving a chocolate bar for that customer. If it is not collected the request can be cancelled, and the number of available chocolates is increased by one automatically by jira automation. 

SNACK insight updates.jpg

If we run out of a particular type of chocolate - the number available in Insight for that type is zero - an email is sent to the customer offering a choice of one of the remaining types, or they can cancel their request. This is, again, all handled by jira automation.

SNACK run out of - automation.jpg

SNACK run out of.jpg

We even monitor how many chocolates have been ordered by each customer and ask them to confirm if they really want that 5th chocolate bar - no one has tried to claim that many yet!

SNACK too many chocolates - automation.jpg

We plan to keep extending this demo to include more features as well as offering a greater range of snacks. Even healthy ones, for those that really do want the 5th one!

SNACK banana.jpg

 

5 comments

Olá!

Que ideia genial, eu nunca tinha pensado em utilizar as soluções Atlassian desta forma. Eu achei fantástico e parabenizo a todos que fizeram acontecer. (Me deu algumas ideias..)

Após o pedido ser validado, como ficou o fluxo? Tem uma pessoa que fica com o JSM aberto e encerra o pedido, realizando a entrega do doce?(Service Desk time)

Like # people like this

@Linda Milne_Togetha Group_ looks like next step is to have automated tasks to check stock levels and create tasks to order more stocks.  This of course could be extended to automatically order from a merchant.

Also, we might want to book in some appointments with nutritionists for those people ordering too many chocolates a day ;-)

#NextLevel #TooManyChocolatesIsAThing

Like # people like this

@Ariel Kauan  we have a number of steps in the workflow - let them know the order has been received, the chocolate is being prepared and finally that its ready to be collected. Each transition sends a progress update email to the customer, with links to interesting articles or other JSM or Insight related materials.

We delay the transition to each status, again using the automation, to ensure the emails arrive in the correct order, ensure that we don't spam the customer, and simply simulate the appearance of a real person actioning the request - sleight of hand maybe, but as this is for customer demonstrations at conferences / expos we wanted to make sure we could talk to people rather than have to have someone permanently manning the service desk.

We are having lots of fun working on this and have lots more in the pipeline! The sky seems to be the limit at this point. And of course, suggestions for improvements are very welcome!

Like # people like this

@Geoff Mether {Togetha Group}  and we should add coffee orders too!! It could become an automated coffee cart style set up.

And then beer, wine … who’s shout?

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