Challenge
The client approached Rootstack with the need to implement a tool capable of generating incident tickets in each of the company's departments, as well as having a place to store all the necessary information.
Our solution
We worked on a service desk implemented in Jira. Basically, there is a service desk where tickets are raised and each of those tickets generates a type of incident that is tied to workflows with different steps.
We work with them on the configuration of tools: at the level of notifications, states, transitions, fields in the forms, users, and permissions. Before all this, a consultative process was carried out to understand the client's operational flows in order to generate recommendations for improvements.
With Jira, the traceability of the information is good because it keeps track of all the status changes, when the notifications are generated, when the statuses of a flow are changed, etc.
All this was done for all the parties that are part of the tool: both people, such as administrators, and clients, who basically are the ones who consume the service. Several departments with different operational needs were worked on, for example, raising a help ticket for IT is not the same as for the security area.
Update and feeding of the Service Desk tool
The aim is to gradually incorporate departments into the tool so that the traceability of service times reaches all stages. The information will be organized according to categories, states, and flow, and allows for the funnel of all types of requests, to avoid so much cross-sending of mail requesting information.
With them, we currently have three departments in which they are already implemented, 25 users with a Jira Service Management license and used by approximately 60 clients, covering all areas of the bank's operation.
There is a link or portal to apply for these departments. At the reporting level, there is a lot of flexibility because all the information is stored by date, and status changes, which allows for quick reports by having all the information saved.
With them, a single sign-on solution with Okta was also implemented, in this way all bank users enter with a single tool.
Technologies
For this project, we have worked with Jira Service Desk, Okta and Confluence, the latter is used for the knowledge base part, that is: if there is a flow that someone attended to in some way and already has the solution, that can be done. document and upload it to the knowledge base.
