We are shortly going to be migrating our JSD Server to the JSM Cloud and I'm looking to start integrating JSM with Teams. I'd rather it was Slack but Teams has won that battle in my workplace.
Anyway, I spoke to the people at Halp a few times, before the acquisition and after but we never purchased Halp for GDPR / Privacy issues and when it became obvious we'd be moving the cloud after Atlassian dropped the massive bombshell a few years ago, I put it on the back burner.
So I'm picking this up now and trying to figure out what would be best for us, Halp or something Yasoon Office 365.
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I'm Patrick, partner manager at yasoon and I would be happy to give you a short product demo of our Microsoft 365 for Jira app based on the ITSM use case.
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March 14, 2022 edited
@Nick Dring -- Glad to hear you are revisiting! Happy to jump on a call to talk through your use case and any changes since the last time you evaluated. We'll be looking for JSM Chat MS Teams beta testers soon as well :)
We are enrolled in the betaprogram and playing around with it now..
But we were wondering, is it possible with Assist/Halp to have multiple different Service Desks ? For instance, we now have IT.. but we want one for HR as well. The tricky part is, when i try to connect Assist to the HR Service Desk, i get to see the request types from our IT Service Desk...
We have the Jira Slack integration also setup. Is there recommendations to avoid getting a double notification if user selects "I need more help"? Seen this if someone posts "Need password reset" for example. Assist opens ticket, Jira Slack notification posts notification for "need password reset" ticket, then assist will auto-respond to the notification post.
Hello, we've been running Jira Assist for a couple of weeks and love it overall. We have noticed a couple of potential issues, though. Not sure if we have something configured incorrectly or if they are actual issues with the product. Or maybe we don't fully understand how it is supposed to work in some respects.
First, Jira Assist is posting Slack notifications about tickets that have very restricted issue security. For example, IT team members are now seeing Slack notifications about HR Jira tickets. These are normally segregated by issue security level but are all within one Jira project.
Second, a ticket set to "resolved" via Jira Assist doesn't actual remove the ticket from our queues because it doesn't set the "Done" flag in the same way as when the ticket is resolved in the Jira interface.
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@Bill GoetzI think we struggled with something similar at the beginning as well.
Basically, we completely muted project Slack integration in project Settings and then also turned off Jira Cloud for Slack app issue previews by navigating to the Slack channel where the integration has been set up, using /jira previews command, and then configured notifications settings.
Just sent my Tech Director a link to this to see if they're interested in trying it! Great idea, we get most of our requests in slack, and end up sending people to a service desk anyhow. This would halp!
Atlassian Team members are employees working across the company in a wide variety of roles.
March 31, 2022 edited
@Bill Goetz -- doubling down on @Tomislav Tobijas 's comment. I would recommend not using Jira Cloud App in conjunction with JSM Chat -- or muting it as Tomislav mentioned đź‘Ť
First, Jira Assist is posting Slack notifications about tickets that have very restricted issue security. For example, IT team members are now seeing Slack notifications about HR Jira tickets. These are normally segregated by issue security level but are all within one Jira project.
- We don't yet honor issue security. We are building out a feature right now to mark all issues in a specific project as private, but agents would still have full access. I would recommend separating those into 2 projects, one for HR and one for IT.
Second, a ticket set to "resolved" via Jira Assist doesn't actual remove the ticket from our queues because it doesn't set the "Done" flag in the same way as when the ticket is resolved in the Jira interface.
- Do you have your transition in your workflow setting a resolution? Or do you have a default resolution? If you don't want to adjust those, you can set a jira automation that says if a ticket transitions to "resolved" and resolution is "unresolved" set the resolution to "done".
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