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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.
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.
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!
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!
Linda Milne_Togetha Group_