Jira is a powerful tool: it is great for planning, tracking, and managing projects. But sometimes it doesn’t allow you to do exactly what you or your clients want.
Has this ever happened to you? You are at a kick-off meeting with a new client to gather his needs. At some point, he mentions his sales team is using Salesforce CRM to manage all their accounts: “Oh wouldn’t it be great if we could get information from Salesforce accounts into Jira? We just paid a lot to get Salesforce, and we really need to capitalize on the investment. If we are paying for lots of services that don’t work together, that’s no good. We can do it, right?”
This is one of the multitude of requests a client can make for retrieving and gathering external data to input into Jira Software or Jira Service Management. Fortunately the answer you can give him is “Yes, of course we can! And I know exactly which tool you need to do that!”
A company is using side by side Salesforce for managing their customer accounts and a Jira Service Management portal for customer support.
To improve customer support, it is useful to provide agents with additional information about customers raising requests from the Jira Service Management portal. The goal is to provide details about the client directly in Jira Service Management, such as name, job title, phone, his or her Salesforce account and related opportunities, and to make this information only visible by the agents. This way they will have more context and can better answer requests.
How Connect can help
With Elements Connect, you can add different custom fields to your Jira Service Management request form and only display them on the agent side.
These fields are connected to Salesforce using the Salesforce connector, and Elements Connect fetches the requested data remotely from Salesforce to populate these fields. You get exactly the data you are looking for depending on the selected client. In this case, the fields are populated with the client details (name, job title, phone and email address), the associated Salesforce account and the related opportunities.
A consulting company is gathering all employees details (phone, email, manager name, organization, etc.) within LDAP.
For this company, Jira is the main tool for project management. It is used by HR teams for onboarding processes, marketing teams for managing campaigns, and consulting teams for resources allocation & planning. For these teams, a great benefit would be to access employees information into Jira.
Get employee information from LDAP and display it in Jira so Jira users have access to relevant employees information in context.
How Connect can help
In this example, Elements Connect can get specific information about the current user (his name, job position, phone number & email address) by executing LDAP queries on the company’s LDAP.
All this data is nicely displayed in a user card using some HTML, providing the task’s assignee all the information he or she needs about the employee.
A software company is using a Jira Service Management for managing issue & bug requests on their products.
Using Jira Service Management for retrieving and managing customers requests is a common thing for customer-focused software companies. However if a bug is detected and reported by a customer, other customers are probably facing the same issue and are likely to raise it too. That leads to duplicated tickets, which are difficult to manage by the agents.
To avoid the creation of duplicate issues in Jira Service Management, by informing the customer of existing similar issues upon issue creation.
How Connect can help
An additional field “Similar issues” can be added to the Jira Service Management request form with Elements Connect. This read-only field is connected to the local Jira, and lists existing issues with a similar summary.
When the customer begins to type his or her request in the Summary field, a dynamic JQL query is executed based on what is typed in the Summary field to display issues that have a similar summary in the Connect “Similar issues” field. This way, the customer is directly informed about the existing similar issues, can take a look at them if needed and watch the one corresponding to his or her problem until resolution.
It’s common for consultants to work with clients who have multiple different tools. The risk with this diversity of solutions is to lose time looking for information in various sources and even data duplication. With Jira and Elements Connect, you can make these tools work together, gather all information into Jira and make your clients’ lives easier.
Interested in implementing one of these use cases? You can download the configuration of each example from our Elements Connect demo portal and try them on your own Jira instances.
You can also find a lot of other examples with various data sources and learn how to connect to knowledge bases, product catalogs, translation tools, and more. To access to it, you just need to create an account. Have a look and get inspired!
And next time you meet a client who wants to connect Jira to Salesforce or any other data source, you’ll know what to do!
What are ITSM processes? ITIL version 4 recently went from recommending ITSM “processes” to introducing 34 ITSM “practices”. Their reasoning for this updated terminology is that “elements such as culture, technology, information and data management can be considered to get a holistic view of ways of working”. This more comprehensive approach better reflects the realities of modern organizations.
Here, we will not concern ourselves with nuanced differences in the use of practice or process terminology. What’s important and true, no matter what framework your team follows, is that modern IT service teams use organizational resources and follow repeatable procedures to deliver consistent and efficient service. In fact, leveraging practice or process is what distinguishes ITSM from IT.
Change management ensures standard procedures are used for efficient and prompt handling of all changes to IT infrastructure, whether it’s rolling out new services, managing existing ones, or resolving problems in the code. Effective change management provides context and transparency to avoid bottlenecks, while minimizing risk. Don’t feel overwhelmed by these and the even longer list of ITIL practices.
Problem management is the process of identifying and managing the causes of incidents on an IT service. Problem management isn’t just about finding and fixing incidents, but identifying and understanding the underlying causes of an incident as well as identifying the best method to eliminate the root causes.
Incident management is the process to respond to an unplanned event or service interruption and restore the service to its operational state. Considering all the software services organizations rely on today, there are more potential failure points than ever, so this process must be ready to quickly respond to and resolve issues.
IT asset management (also known as ITAM) is the process of ensuring an organization’s assets are accounted for, deployed, maintained, upgraded, and disposed of when the time comes. Put simply, it’s making sure that the valuable items, tangible and intangible, in your organization are tracked and being used.
Is the process of creating, sharing, using, and managing the knowledge and information of an organization. It refers to a multidisciplinary approach to achieving organizational objectives by making the best use of knowledge.
Is a repeatable procedure for handling the wide variety of customer service requests, like requests for access to applications, software enhancements, and hardware updates. The service request workstream often involves recurring requests, and benefits greatly from enabling customers with knowledge and automating certain tasks.
It’s simply not enough to have an ITSM solution – you need one that actually accelerates how your teams work.
Atlassian’s ITSM solution unlocks IT at high- velocity by streamlining workflows across development and operations at scale. Meaning what was once many siloed teams with different ways of working, are now integrated and much more collaborative than ever before.
ITSM benefits your IT team, and service management principles can improve your entire organization. ITSM leads to efficiency and productivity gains. A structured approach to service management also brings IT into alignment with business goals, standardizing the delivery of services based on budgets, resources, and results. It reduces costs and risks, and ultimately improves the customer experience.