Infrastructure
  1. Infrastructure
  2. INFRA-7013

Request Atlassian Service Desk for JIRA

    Details

    • Type: New Feature New Feature
    • Status: Closed
    • Priority: Major Major
    • Resolution: Won't Fix
    • Fix Version/s: Apr 2013
    • Component/s: JIRA
    • Labels:
      None

      Description

      We're using [Service Desk|https://www.atlassian.com/software/jira/service-desk] feature here at Twitter, and it's pretty awesome. Any chance we could have it installed here at Apache? It's a great tool for helping devs keep track of work.
      1. Screen Shot 2013-11-20 at 9.24.09 AM.png
        75 kB
        Nicholas Muldoon
      2. Screen Shot 2013-11-20 at 9.26.08 AM.png
        54 kB
        Nicholas Muldoon
      3. Screen Shot 2013-11-20 at 9.29.56 AM.png
        56 kB
        Nicholas Muldoon
      4. Screen Shot 2013-11-20 at 9.30.20 AM.png
        24 kB
        Nicholas Muldoon

        Activity

        Hide
        #asfinfra IRC Bot added a comment -
        <pctony> Sorry, this is not going to happen anytime soon Chris. Our JIRA instance is just simply not ready for it.
        Show
        #asfinfra IRC Bot added a comment - <pctony> Sorry, this is not going to happen anytime soon Chris. Our JIRA instance is just simply not ready for it.
        Hide
        Chris Lambert added a comment -
        Hi folks, can someone please pick this ticket back up? It's been open for quite a while. Either way--Resolved or Close Won't Fix--I'd appreciate some movement. Thanks.
        Show
        Chris Lambert added a comment - Hi folks, can someone please pick this ticket back up? It's been open for quite a while. Either way--Resolved or Close Won't Fix--I'd appreciate some movement. Thanks.
        Hide
        Chris Lambert added a comment -
        Hi [~pctony], any update here?
        Show
        Chris Lambert added a comment - Hi [~pctony], any update here?
        Hide
        #asfinfra IRC Bot added a comment -
        <pctony> Hi Chris, the open ticket with Atlassian is about to be auto-closed - I'll see if I can stall it.
        Show
        #asfinfra IRC Bot added a comment - <pctony> Hi Chris, the open ticket with Atlassian is about to be auto-closed - I'll see if I can stall it.
        Hide
        Chris Lambert added a comment -
        Hi [~pctony], I'd love to revisit this ticket in the new year. Do you have a sense for whether or not you'll be able to fit this into your schedule?
        Show
        Chris Lambert added a comment - Hi [~pctony], I'd love to revisit this ticket in the new year. Do you have a sense for whether or not you'll be able to fit this into your schedule?
        Hide
        Christophe Capel added a comment -
        Tony,

        We have some documentation but we kept it lightweight, you can check it at: https://confluence.atlassian.com/display/SERVICEDESK/JIRA+Service+Desk+Documentation

        Otherwise I would suggest you check our deep dive at: https://www.atlassian.com/software/jira/service-desk/demo You can use the links under the video to jump to the section that interests you.

        Let me know if there is anything else we can do.

        Thanks Nicholas for sharing your screens and helping out!

        Cheers
        Christophe Capel
        Show
        Christophe Capel added a comment - Tony, We have some documentation but we kept it lightweight, you can check it at: https://confluence.atlassian.com/display/SERVICEDESK/JIRA+Service+Desk+Documentation Otherwise I would suggest you check our deep dive at: https://www.atlassian.com/software/jira/service-desk/demo You can use the links under the video to jump to the section that interests you. Let me know if there is anything else we can do. Thanks Nicholas for sharing your screens and helping out! Cheers Christophe Capel
        Hide
        Nicholas Muldoon added a comment - - edited
        UPDATE: removing wiki markup.

        Morning Tony,

        Most of the Service Desk's we've set up at Twitter thus far are fairly simple:
        * a button for each of the main components in a given project, this field is hidden on the form,
        * most buttons use the Bug issue type, and
        * they have the Summary, Description and Priority field on the form

        For example: Screen Shot 2013-11-20 at 9.24.09 AM.png

        The SLA's that Chris Lambert refers to are set up based upon the Atlassian doco: https://confluence.atlassian.com/display/SERVICEDESK/Reporting+on+SLAs

        For example: Screen Shot 2013-11-20 at 9.26.08 AM.png

        Finally, for the reports we have one chart for each SLA and sometimes there are multiple series on the chart. For example: Screen Shot 2013-11-20 at 9.29.56 AM.png

        Blocker series setup: Screen Shot 2013-11-20 at 9.30.20 AM.png

        If you need a hand let me know.

        Cheers,
        Nicholas Muldoon
        https://twitter.com/njm
        Show
        Nicholas Muldoon added a comment - - edited UPDATE: removing wiki markup. Morning Tony, Most of the Service Desk's we've set up at Twitter thus far are fairly simple: * a button for each of the main components in a given project, this field is hidden on the form, * most buttons use the Bug issue type, and * they have the Summary, Description and Priority field on the form For example: Screen Shot 2013-11-20 at 9.24.09 AM.png The SLA's that Chris Lambert refers to are set up based upon the Atlassian doco: https://confluence.atlassian.com/display/SERVICEDESK/Reporting+on+SLAs For example: Screen Shot 2013-11-20 at 9.26.08 AM.png Finally, for the reports we have one chart for each SLA and sometimes there are multiple series on the chart. For example: Screen Shot 2013-11-20 at 9.29.56 AM.png Blocker series setup: Screen Shot 2013-11-20 at 9.30.20 AM.png If you need a hand let me know. Cheers, Nicholas Muldoon https://twitter.com/njm
        Hide
        Tony Stevenson added a comment -
        Christophe,

        To be honest, right now it is a lack of time to get it done. If you guys have some rockstar docs for this I'd be willing to try them out. It is on my todo for November to go and review the docs that exist online.
        Show
        Tony Stevenson added a comment - Christophe, To be honest, right now it is a lack of time to get it done. If you guys have some rockstar docs for this I'd be willing to try them out. It is on my todo for November to go and review the docs that exist online.
        Hide
        Christophe Capel added a comment -
        Hey guys,

        Great to see you are getting Service Desk onboard @ Apache.

        Let us know if you have any feedback or if there is anything we can do to help.

        Cheers

        Christophe
        Show
        Christophe Capel added a comment - Hey guys, Great to see you are getting Service Desk onboard @ Apache. Let us know if you have any feedback or if there is anything we can do to help. Cheers Christophe
        Hide
        Chris Lambert added a comment -
        Hi Tony,

        What are the concerns around a rollout? I'm just an end user, so from my perspective it was pretty easy--I just started using it one day. :)

        For devs we use it to track response times to tickets. So, say there was a bug filed from some user of the system, we should have an SLA for "time to first response" of less than 1 week, given weekly backlog grooming. That way we can set expectations with customers that yes, your tickets will get looked at, and so we can easily hold ourselves accountable to it.

        Make sense?
        Show
        Chris Lambert added a comment - Hi Tony, What are the concerns around a rollout? I'm just an end user, so from my perspective it was pretty easy--I just started using it one day. :) For devs we use it to track response times to tickets. So, say there was a bug filed from some user of the system, we should have an SLA for "time to first response" of less than 1 week, given weekly backlog grooming. That way we can set expectations with customers that yes, your tickets will get looked at, and so we can easily hold ourselves accountable to it. Make sense?
        Hide
        Tony Stevenson added a comment -
        Chris,

        If you have any suggestions on approaches for a good rollout I am all ears. The intention I had in my mind was to use it in an end-user facing capacity. Though if you think it can help internal users (i.e. dev's in this case) I'm willing to consider that too.
        Show
        Tony Stevenson added a comment - Chris, If you have any suggestions on approaches for a good rollout I am all ears. The intention I had in my mind was to use it in an end-user facing capacity. Though if you think it can help internal users (i.e. dev's in this case) I'm willing to consider that too.
        Hide
        Chris Lambert added a comment -
        Awesome! Thanks.
        Show
        Chris Lambert added a comment - Awesome! Thanks.
        Hide
        Jake Farrell added a comment -
        Service Desk is installed, we are in the process of setting it up
        Show
        Jake Farrell added a comment - Service Desk is installed, we are in the process of setting it up

          People

          • Assignee:
            Tony Stevenson
            Reporter:
            Chris Lambert
          • Votes:
            0 Vote for this issue
            Watchers:
            7 Start watching this issue

            Dates

            • Created:
              Updated:
              Resolved:

              Development