Meet John. He’s a support engineer.
Today was John’s first working day at AmazingCorp, which is a big corporation with thousands of people employed. While shaving his face early in the morning, John thought to himself: ‘Usually, I cannot start working right away in such a big firm. I’ve been in a couple of these before, and I remember how they do things. Even if they prepared my working desk in advance, I’d have to wait forever until the admin puts me into the database, grants me the permissions and stuff. So I think I’ll spend this first day mostly on getting to know the people.‘ To his surprise, everything was ready waiting for him when he came into the office!
‘That’s wonderful! How did you do that?‘- John asked Chris, his manager.
Chris replied: ‘You know, being a big company, we store user information in Active Directory. We also prefer the Agile workflow, so all our teams use Jira for project implementation. We’d been experiencing the problem you were concerned about until we learned a way to connect Jira with AD and synchronise data between them. So I could add you to the database directly from Jira — and what’s most important, I could do it on my own. It was way more intuitive and didn’t require a single action from the AD admin. I added a post function to your onboarding task creation and set it up to add you to the LDAP server as a user automatically.’
‘Wow, this is smart indeed!’ — John instantly knew that he would love his new workplace.
So happy about the good start, he started recalling places where he’d worked before. There weren’t many, but they all gave him solid experience and knowledge. Even more precious was the day when Lily came in as a young intern, and he got to teach her everything he knew, and a year later she eventually became his wife…
John shook his head and found himself staring at a locked laptop. Deep in pleasant thought, he typed in his old password 5 times in a row, and he hadn’t even got to work yet! The poor man was terrified: ‘Jesus Christ, how could I do that? Chris will fire me right away.’ But the manager apparently showed much empathy and told John: ‘There’s nothing to worry about. Just wait for a minute and then try to log in again.’
John asked: ‘But what can change in 1 minute? We have to wait for the admin to unlock me in the database and reset the password!’
‘No, we don’t. We’ll do the same trick that added you to Active Directory so quickly. I’ve got a template for resetting passwords, which contains a post function on the In Progress transition. As soon as I create the task and make it of this status, you’ll be able to log in again. Wait a moment.’ — Chris answered and went to his room. In just a minute, John at last could get down to work on his first day at AmazingCorp.
‘These guys are truly amazing!’
Time went on, and John showed good results at the new workplace. The company also developed itself, changed directions a bit on the road and in the end decided to rebrand. Being an ordinary support guy, John didn’t have a clue about why was that. He only knew the company was to change its name, logo, web page and basically everything. He didn’t realise, though, that these changes will have an impact on his work, too — just one day there weren’t so many emails from clients as usual. In fact, there weren’t any!
‘What’s going on, Chris?’ — John asked his manager. ‘I don’t receive any email requests anymore, and there were 300 of them last month!’
Chris looked away from his laptop and said, ‘Yeah, I know. The users are still shown the old email addresses at the Customer Portal, and as we haven’t finished setting up redirects yet, you can’t receive new requests for the moment. But we’ll fix it quickly. Go create a Service Desk issue for it and type your new email into the custom field.’
John did it — and in 10 minutes his inbox became full of requests from users!
‘It was all the same old trick, wasn’t it, Chris?’
‘You’re right! We couldn’t believe in the beginning that all those things can be done with just one post function, but now we’ve been using it for 2 years already. We see how handy it is by how many ways we can put it to work.’
A great workflow without bottlenecks is often created by implementing small, but tremendously helpful tricks. Putting contact information about users and teams from Active Directory into Jira is surely one of them. Want to know how to set it up and 7 more ways to make it work for you? Sign up for our free webinar to make the most use of this solution!
Dzmitry Hryb [Deviniti]
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