Presentations by: * Dan Chuparkoff, Atlassian: Latest updates on JIRA and an introduction to Service Desk * Matt Sommer, Alanax: Tracking business leads in JIRA and reporting in Confluence * Anas Alamoudi, Quad Dimensions: Growing a business on JIRA and HipChat * Dave Elkan, Atlassian: Demo of Crontabs for automating team wallboards * Alex Stillings, Twitter: Service Desk saved the HelpDesk! Hosted by Heroku, February 12, 2014.

1. AT L A S S I A N U S E R G R O U P
san francisco
FEBRUARY 2014

2. Cloud computing designed and built for developers.

3. Our Spo ns o r s
Atlass ian U p date
Tra cking Busi ne ss Le a ds in JIR A
Our Spo ns o r s
Growi ng a Bus in ess w i th J IR A
Agile Autom atio n wit h C ro nta b s
Se rvice Desk s ave d the He lp D es k

4. Coyote Creek
Information Technology and Software Engineering
Professional Services. Based In Silicon Valley.

5. Service Rocket
Powering the Next Generation of
Fast-Growing Software Companies.

6. Our Spo ns o r s
Atlass ian U p date
Tra cking Busi ne ss Le a ds in JIR A
Our Spo ns o r s
Growi ng a Bus in ess w i th J IR A
Agile Autom atio n wit h C ro nta b s
Se rvice Desk s ave d the He lp D es k

7. Introducing
Dan Chuparkoff • JIRA Product Marketing • @chuparkoff

8. A quick
update

10. Story
assigned
Get Coding!

11. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

12. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

14. Customercentric
language!

16. Simplified
Interface!

19. Intuitive Interface
1
Natural-language requests
2
Simplified request interface
3
Self-service knowledge base
Turn your #SERVICEDESK into a self-service desk with @JIRA #servicedesk

20. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

21. Bestp r a c t i c e Te a m
Queues!

24. New Issue,
2nd
on the list

27. Custom Team Queues
1
One place for your team to go
2
Automatically triaged & prioritized
3
JIRA Query Language (JQL)
Automate triage and prioritization of requests with @JIRA #SERVICEDESK

28. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

31. Integrated SLA Visibility
0:23
TIMER ON

32. Integrated SLA Visibility
-0:35
I S S U E R E S O LV E D - S L A M E T
@JIRA #SERVICEDESK #SLAs kick-ass!

33. Integrated SLA Visibility
0:42
I S S U E R E S O LV E D - S L A M E T
@JIRA #SERVICEDESK #SLAs kick-ass!

34. 0:42

35. 0:42

36. 0:42

39. Advanced SLA Configuration
JQL:
Priority = Blocker

40. Advanced SLA Configuration
JQL:
Priority = Blocker

41. Advanced SLA Configuration

42. Advanced SLA Configuration
JQL:
Priority = Major

43. Advanced SLA Configuration

44. Advanced SLA Configuration
JQL:
Reporter in group(“bosses”)

45. Advanced SLA Configuration

47. Powerful SLAs
1
Powerful SLA engine
2
Integrated SLA visibility
3
Supports advanced SLA rules
SLAs in @JIRA #SERVICEDESK are powerful and visible everywhere

48. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

53. Real-time Reporting
1
Great reports out of the box
2
Easily create new reports with JQL
3
Retroactively applied against your data
With @JIRA #SERVICEDESK, retroactively apply SLAs & review real-time reports

54. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

55. plus years of
evolution
@JIRA #SERVICEDESK leverage all existing @JIRA customizations and workflows

56. Fields
Workflows
People
Permissions
Notifications
Marketplace

57. ATLASSIAN.COM/SERVICEDESK

58. Our Spo ns o r s
Atlass ian U p date
Tra cking Busi ne ss Le a ds in JIR A
Our Spo ns o r s
Growi ng a Bus in ess w i th J IR A
Agile Autom atio n wit h C ro nta b s
Se rvice Desk s ave d the He lp D es k

59. Building a Connected Universe
Matt Sommer
Co-Founder at Alanax Technologies
Senior Business Systems Analyst at Tesla Motors
matthew.sommer@Alanax.com
http://www.Alanax.com
Building a connected universe

60. Overview of Alanax
• Start-up developing software to simulate
packet-based networks used by satellites,
planetary rovers, rockets, UAVs,…
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com

61. JIRA AND CONFLUENCE
• Started using JIRA for product development and Confluence
for product documentation
• Needed a “Customer Relationship Management” (CRM) tool to
manage contacts and business leads
• Needed a way to link accounts to bugs, feature requests, etc.
• Most options involved paying for another cloud based service
then using a plugin to integrate with JIRA
– Higher costs
– Confusing
– Clunky
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com

62. Why not JIRA?
• JIRA is flexible enough it can be set up as a
simple CRM tool
• Provides the same functionality of most entry
level CRM systems (including SalesForce.com)
• Tight integration of R&D, product development,
sales, and service
• No added licensing costs!
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com

63. Issue Types (Sales)
•
•
•
•
•
Account
Contact
Business Opportunity
Quote
Invoice
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com

64. Accounts
• Billing and shipping
information
• Social networking
information
• Market segmentation
tracking (what industry
is the account?)
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com

65. Contacts
• Tracks contact
information
• May we contact them?
• Do we have notes
about the contact?
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com

66. Business Opportunities
• Status of a sale
• Probability of closing
the sale
• How did we generate
the opportunity?
• What’s the potential
size of the sale?
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com

67. Workflow Status
• Kept it simple with only active
and inactive states
• Tracking status of accounts and
business lead in fields such as
sales status
• Accounts will theoretically stay
“open” forever
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com

68. Reporting in JIRA and Confluence
• We can identify our important sales
opportunities and can focus on them
• Our pipeline clearly reported using dashboards
and exporting data
• Valuable data on sales is readily available which
will allow us to be continually optimizing our
products and services
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com

69. Completing the feedback loop
• Getting early customer feedback is important
• Plan to add service and support features
– Service Request
– Questions
– Feedback
New
Feature
|
Customer
Feedback
Building a connected universe
|
February 9, 2014
|
www.alanax.com

70. Extending the runway!
• If we were to use a comparable offering
from Salesforce.com it would cost $125
per user per month
• Given our current size we are saving
$6000 a year
• No added costs as we add users (within
the Atlassian user billing groups, which
we’d have to pay for anyway)
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com

71. What’s next? An ERP system!
•
•
•
•
Quotes
Invoices
Products
Service Offerings
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com

72. Everything is in one system! And can scale!
R&D
• Features
• Tasks
Sales
• Accounts and
Contacts
• Business
Opportunities
Service
• Service
Requests
• Bugs, Feature
Requests
G&A
• Quotes
• Invoices
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com

73. Thank you!
!
Matt Sommer
matthew.sommer@alanax.com
http://www.linkedin.com/in/matthewsommer/
@yerself
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com

74. Our Spo ns o r s
Atlass ian U p date
Tra cking Busi ne ss Le a ds in JIR A
Our Spo ns o r s
Growi ng a Bus in ess w i th J IR A
Agile Autom atio n wit h C ro nta b s
Se rvice Desk s ave d the He lp D es k

75. Zephyr
The Real-Time Test Management System. Get it.

76. cPrime
Aligning Projects. Enhancing Teams.

77. Our Spo ns o r s
Atlass ian U p date
Tra cking Busi ne ss Le a ds in JIR A
Our Spo ns o r s
Growi ng a Bus in ess w i th J IR A
Agile Autom atio n wit h C ro nta b s
Se rvice Desk s ave d the He lp D es k

78. Quad Dimensions
Anas Al-Amoudi

79. Arab world

80. Mobile growth in Arab Countries

83. Agile adoption

84. JIRA Dashboards

85. HipChat

86. The Result

87. Our Spo ns o r s
Atlass ian U p date
Tra cking Busi ne ss Le a ds in JIR A
Our Spo ns o r s
Growi ng a Bus in ess w i th J IR A
Agile Autom atio n wit h C ro nta b s
Se rvice Desk s ave d the He lp D es k

88. Standup
automation with

89. Agile automation with crontabs
Dave Elkan
@edave
Formerly
Presently

90. Agile automation with crontabs
Daily standup

91. Agile automation with crontabs
Daily standup
With remote team members?

92. Agile automation with crontabs
Daily standup
With a Google Hangout on the wallboard

93. Agile automation with crontabs
Daily standup
With a Google Hangout on the wallboard
…manually

94. Agile automation with crontabs
Uses cron to play standup music

95. Agile automation with crontabs
So I thought…
Can a cron job open a Google Hangout?

96. Agile automation with crontabs
But first…
what’s cron?

97. Agile automation with crontabs
Crontab
#
#
#
#
#
#
#
#
#
* * * * * command to execute
┬ ┬ ┬ ┬ ┬
│ │ │ │ │
│ │ │ │ │
│ │ │ │ └───── day of week (0 - 7)
│ │ │ └────────── month (1 - 12)
│ │ └─────────────── day of month (1 - 31)
│ └──────────────────── hour (0 - 23)
└───────────────────────── min (0 - 59)

98. Agile automation with crontabs
Crontab
~ $ crontab -e
30 20 * * MON-FRI backup.sh
10 17 * * SAT record.sh

99. Agile automation with crontabs
Crontab

100. Agile automation with crontabs
Crontabs
A Chrome extension for
opening, closing and reloading
tabs with cron expressions.

101. Agile automation with crontabs
Open edave.net at 8:30 p.m every Saturday
Close the tab again at 9.00 p.m every Saturday

102. Agile automation with crontabs
Our standup schedule
10:29:50 - Load Pandora for standup music
• 10:30:00 - Load Google Hangout
• 10:30:30 - Close Pandora
• 10:37:00 - Close Google Hangout
•

103. Agile automation with crontabs

104. Agile automation with crontabs
More than just standups

105. Agile automation with crontabs
Thanks
@edave
http://crontabs.org

106. Our Spo ns o r s
Atlass ian U p date
Tra cking Busi ne ss Le a ds in JIR A
Our Spo ns o r s
Growi ng a Bus in ess w i th J IR A
Agile Autom atio n wit h C ro nta b s
Se rvice Desk s ave d the He lp D es k

107. Service Desk saved
the Twitter HelpDesk!
@stillings
Twitter Inc. | @stillings

108. Background
JIRA
Twitter Inc. | @stillings

110. 2010 - SFO
2012 - NYC/DUB/TOK
2014 - ???
2013 - LON/BOS

111. Twitter Inc. | @stillings

112. Ticket Intake
Pre-Service Desk
Twitter Inc. | @stillings

113. Ticket Intake
Pre-Service Desk
Twitter Inc. | @stillings

114. Ticket Intake
Pre-Service Desk
Twitter Inc. | @stillings

115. Ticket Intake
Pre-Service Desk
Black
hole
Twitter Inc. | @stillings

116. Ticket Intake
Pre-Service Desk
Black
hole
Twitter Inc. | @stillings
????

117. Twitter Inc. | @stillings

118. Ticket Intake
Post-Service Desk
Twitter Inc. | @stillings

119. Ticket Intake
Post-Service Desk
Twitter Inc. | @stillings

120. Ticket Intake
Post-Service Desk
Customer Portal
Twitter Inc. | @stillings

121. Ticket Intake
Post-Service Desk
Customer Portal
Components
•Google Apps
!
!
!
•VPN
!
!
!
•Peripherals
Twitter Inc. | @stillings

122. Twitter Inc. | @stillings

123. Twitter Inc. | @stillings

124. Twitter Inc. | @stillings

125. Twitter Inc. | @stillings

126. Twitter Inc. | @stillings

127. @stillings
Twitter Inc. | @stillings

128. Questions?
@stillings
Twitter Inc. | @stillings

129. Thank you!
AT L A S S I A N U S E R G R O U P
san francisco
FEBRUARY 2014