solteq service desk ticketing on jira
DESCRIPTION
JIRA & Confluence Nordic Conference 9.10.2014 Matias Rönnberg, SolteqTRANSCRIPT
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Solteq Service Desk Ticketing on JiraMatias Rönnberg
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300Professionals
20
Deliveries in
countriesTurnover
38 mioMore than
30 -years
of experience in technology
projects
2013
a leading software service provider for retail
and service sectors
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Enterprise asset management related ERP services
Masterdata management and project services
Solteq’s Services and Solutions
3
Daily consumer goods trade
Speciality goods trade
Horeca
Wholesale trade
Logistics
Services
Financial Management
Optimization of acquisitions
Inventory optimization
Omni channel supply chain management
Omnichannel sales- POS, e-sales, billing
Reporting, analytics
CRM + Loyalty
Product selection optimization
Click and collect
Sectors
Solutions
Services
Concept design Project Management Delivery Services Life cycle and continuity services
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Solteq customer services
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The road….
Software support
Step 1
Full customer support
Customer requirement:One stop shop for support
Solteq solutions
Step 2
Solteq solutions ISP solutions Security
solutionsHardware solutions
Step 3
Step 4
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Where we are today
• Supports more than 3000 clients (including each
store site)
• Handled 72 000 individual support requests in 2013
• First call resolution exceeding 70%
• 97% of cases solved according to SLA Our customers
Recommend us !
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Why change it - if it isn’t broken?
Already used in development
3rd line support implemented
Customers’ possibility to change the state of the ticket resulted in higher reliability of the SLA figures and better quality of data…
The ability to flexibly change the way ticketing is done, according to business needs.
Benefits to Solteq
Customer interface built in
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Service contract ID’s
per siteIncl. SLA’s
New requirements to the system
New call templates
Linking customer service clients to
ERP (NAV)
Vendor call & service management
Client management
Ticketing process changes
Need for hotkey and tabbing functions in
the UI
Need for better browser
compatibility
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Let’s get technical
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The addons that were chosen
Jira Service Desk
Valiantys nfeed
Jira Email This Issue
Jira Misc Workflow Extensions
Groovy runner
Bob Swift Create on Transition
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How clients were implemented
How it used to be:
NameClientIDAddressPostalCodeCityPhoneAdditionalInfoCompanyEmailEmailLanguageChainIDNoAutoEmail
That’s actually quite good! But let’s throw In columns NavKey and MIManager for goodmeasure!
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Issue creation
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And once selected
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Some tickets never go ”In Progress”
(Really they do but our users don’t need to worry about it!)
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Vendor calls handled as sub tasks
First external datasource was Clients. After that came two tablesfor vendors.
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RESTful reporting & Billing
Integrations withaffiliate ticketingsystems withSolteq HUB
Reporting for clients
BI integration
Exporting to billing
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17
Thank you!
Solteq – We guarantee continuity and enable the future by delivering on our promises at the right time and cost.
Matias RönnbergProject [email protected]