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hello thank you for joining us today i think we might be still waiting on a couple more people but we will probably just start it um this is being recorded so so yeah so this is our first one for the year first of all event of the year pretty exciting um we're looking forward to this one and today i'm joined by megan and she will be your host and today we're going to be talking about how you can deliver customer projects more seamlessly with the help of jira service management and jira software all right so that's it for me i'm going to go on mute and hand you over to meg i'll see you later bye thanks nadia and welcome again everyone now today we're going to run through our approach to using jira service management jira software and confluence to deliver customer projects seamlessly we'll start with the why and why we're doing this to provide you with some context and then we're going to run you through the architecture that sits behind it and explains the how then we'll look at it from a customer's point of view with the portal and how you can publish your content and share and work with your customers and this will be followed by a demonstration where we take you through how it works in real in real life um and as nadia mentioned at the end there'll be an opportunity for you to ask some questions so we'll get started i'd like to introduce my colleague ash pitt he's a senior consultant here at stratogenics and he's our atlassian wizard and the self-confessed atlassian nerd and he has over 10 years experience in the tech industry and his main superpowers are developing effective automation and collaboration outcomes to bring product dreams to life and myself i'm meg wedding i'm a business analyst i have a background in implementing and managing atlassian solutions and i'm passionate about learning and about user experience now we are going to head straight into why we're doing this so i'm just going to hand you over to my colleague ash very cool thanks meg um so as well as we should all know i'm i'm from the call juris jira software is a part of a family products designed to help all kinds of teams manage work sometimes though you may want to engage as a team or delivery project with people like for example customers outside of the organization so what we're talking about here is uh you know when you establish the delivery with the customer if you're bringing them all into jira software there's things like permissions class and functionality that can you know uh factor in how you best work with that customer as well so so for example here uh with costs uh so if we're looking at uh this uh this screen on the top here um every user consumes a license fee so if you would so for example if you had a project team of five people and that you needed to add a hundred customers across five organizations uh you'd need in total 105 jira software licenses um if you need access if they need access to documentation in confluence that's also another 105. um so you know that there's so those those totals obviously can add up especially if you're you know running projects and that's that way there's also simplicity as well so if you are wanting to use jira software alone to deliver those projects um then there is some complexities around you know reviewing functions in project roles in uh you know permission schemes and and those kind of things and then that can get quite unwieldy as well and can take a bit of time and effort um and then also functionality so one of the things when you're working with an external customer it's essentially like the jury service management they're a customer so there's going to be times where you might want to have internal comments purely about just talking about the thing that you're working on without the customer necessarily seeing that because they just don't need to um so jira software is being designed for teams is all around you know everybody's working and we can do all of that whereas jira service management has this awesome functionality around internal comments and external so that's kind of uh so if you're using jira software you may need to work out how different ways you can engage with your team that's not necessarily in jira which kind of defeats the whole point um so today we're just going to show you how you can use uh jira service management jira software and confluence collectively sorry effectively um to manage those customer projects as well and just so that way it's also secure for your customers so they see just what they need to see reduce cost um to yourself and you know does not i'm not i'm occupying a seat that's just for that uh but i'll look up house to make to provide a high level of your products uh we'll demo today and how we use them sash so as ash mentioned we use jira service management and create a self-service portal for our customers and here we can record our work and publish relevant documentation to make it easier to collaborate throughout project delivery we provide access for our customer stakeholders to a dedicated service project in the portal and here they can view the overview of project we can publish documentation around our deliverables or sprint plans and they're also able to view any of the issues within our sprints and provide guidance and expertise to those throughout delivery they're also able to raise deliverables and bugs string testing and review any other related documentation we find that when we work in the same tool we promote a single source of truth for our customers and that allows us to report and provide transparency of current state future state and record any decisions that have been made along the way it also supports our delivery when we come to the end of our sprints and we present a no surprise showcase that everything has been shared and communicated throughout the sprint and it's available for review so there truly are no surprises we use jira software and so as we all know jira was designed as a bug and issue tracker originally but now it's evolved into a much more powerful work management tool there's all kinds of uk use cases and they can be configured to fit any type of project we use jira software to deliver our projects following the agile methodology and we utilize scrum boards to deliver our projects um on time and on track with our commitments through our experience of using the tools ourselves we came to know some of the challenges associated with working on internal projects with external customers as ash has gone over briefly already one of the key drivers for us in using the tools this way is to provide visibility of our project deliverables to our customers in an easy and simple way that reduces costs and eliminates duplication as much as possible an added bonus of using the tools that we're often implementing with our customers is that we are also training our customers to use them and push them further along the way we find it's a good way to introduce customers who've never used the tools before to using them in this way and also when we have customers who've used them before they can push them further and they can learn what they can expect as a customer agent or a user and bring it all together we also use confluence to ensure all on the same page this allows us to share documentation with our customers through the customer portal ensuring that we're all the same understanding when it comes to our business requirements or our project deliverables we use this for meeting notes decisions product requirements and project configuration so that's just a quick overview of the tools and now i'll hand you back to ash to take you through the architecture of how it works unmute that'll do it um okay cool so yeah so just so here are uh this document so this is just very basic high level um view as to how we're pretty much what we're going to demonstrate today so on the right hand side um you'll see that there's the jira service management configuration so what we have here is is we have um customers that belong within their own organizations so in turn associated with their relevant projects so in this example you can see one organization associated with project a project b etc now while most service management projects have a service management workflow um the cool thing about it your service management being built on top of juris software is that if you have a particular workflow that works for you and your customers that's what can be your service management workflow and you can have that in there but essentially if i was talking leaning on the example of the five users and 100 customers that i was talking about before one of the things around this would be that those five users would belong to projects a b and c and b uh be joining there uh and the customers would just exist as customers and one of the amazing things is that customers are free so you can just you can just join that way sorry you can just set up that way um now if i go into the jira software side of things so the way that we're setting up jira software uh to you for this project is purely about uh essentially managing it for us as an exte internal team uh to manage the workflow so we can have one jira project but we can have a project board for projects a b and c but also all projects as well so i'll go in and show you how that works um but also uh we can have that where you can essentially uh you know use that for stand-ups and project stand-ups with your external customers so you've got that nice whether it's kanban or scrum board whichever you use a nice visual uh to share with them as well and then uh finally over to confluence so as meg mentioned before we've got uh the spaces you can create you can have that for internal documentation such as product requirements sprint you know or meeting notes but ideally knowledge base but also project documentation so documentation that your customers can access via that portal securely at any time and without having to consume that confluence license and so now i'll just yeah pass it back to meg just to go into a few more things about the customer portals excellence so by customizing the customer portal and you can ensure that your customers see all relevant information they need at the right in the right place while delivering a consistent brand experience we've added some examples here to show you how to look for different customers you'll see here that your customers will only able to see the projects that you have granted them access to so in example a this customer can view all three projects and in example b the customer can only view the one project when we're in the delivery phase of our projects we are often sharing and updating documentation based on our customer requirements our customers have often come to us because they are fatigued by email and looking for ways to manage their work in a more streamlined and simple way by creating a central source of truth linked to the service project we are able to manage our customers expectations they know that to find any of the documentation for the project that we're working on they can simply visit the portal and find all of the relevant project overviews and how-to articles and other knowledge base documentation to present our content in a more organized way we add a link to the portal announcement to direct our customers to our documentation and customers who click on this link are then taken to the overview page of our conference space and we'll go into a little bit more detail of that when we go through our demonstration a little bit further on in terms of our overview we can control what content we share and how it's presented to our customers we find this often changes in the duration of the project so at the start it may heavily focus on project documentation and configuration and as we move forward this page will feature more content regarding how-to articles and content for review the best part of working with content this way is that we don't work with complex permissions once we're ready to share something on the portal we simply add the relevant labels to the page and it will then appear in the macros automatically and be available for our customers to review when we're ready to discuss a particular item say for example an article which can share a link from the customer portal into the jira issue that we're working on with the customer so then they can review and access that easily i'm going to hand back to ash now and he's going to introduce our demo team yeah exciting times all right so as you can see um this is the demo team the scenario that we're going to present so we've got uh showing where jira service management comes in and who's playing in that role uh jira software and confluence so i'd like to introduce to you uh a demo a demo team uh in case you may not have noticed as well uh there's a little bit of a geek type of theme with uh spider-man and the dc characters if you've joined any of our previous ones it was dc but i just wanted to mix it up because spider-verse is an amazing film if you haven't seen already highly advise you do um now what we're going to be going through in the demo here is that we've uh you can see in jira service management we've got our customers so i've kept the same uh same scenario project a b and c you can see we've got spider-man um uh so peter barker spider-man uh miles morales spider-man and gwen stacy uh spider-gwen i think she's called or whatever um as part of those customers as part of project c uh we'll be spending time in project c for this demo so i'll show you that in a moment then um and so they those guys are the free license the customers free licenses that i was talking about not free licenses but not charged uh then you've got uh our team our dc team which have no correlation to the marvel universe but i won't talk about that on this call uh you've got bruce uh diana and barry barry is going to be [Music] our agent or a user that i'm going to use to demonstrate and take you through as well so that's kind of the scenarios that we're going to be doing so i will uh just start to share my uh next screen i love this one it's demo time hooray what could possibly go wrong so i'll share my screen now [Music] yeah [Music] all right okay so here uh on my screen you can see uh that i've i've logged in i'm in the portal view i'm in here as spider-gwen that's what i'm calling her uh and you can see here that i can have a look at every uh every item every issue that's being created by across the organization that i'm with now i'll show you the view afterwards but as meg showed on the slide if you had access to more projects you'd see a different type of view but this is the essential view if you have access to just one of those projects now as far as that documentation link that meg was talking about you can have that appear in the portal here and you know this will give you access to all of that relevant information that is available to a customer one of the things as well that's really cool is that you get some insights around you know um who's viewed these articles and all of that as part of this uh i'll save that for a bit as well so the way that we've set up this project is that from the customer perspective um you know we've put it down report a bug or suggest a new feature which is standard out of the box portal you know uh request types however you can call that whatever you want you could say raise a deliverable or raise an issue or do something else or even not have anything there it could just be for people to come in and view that information but the whole idea then is that when there is an issue that's here your customer can interact with it have a look at this as far as the description add comments uh you know do do all kinds of things i'll go through this when i go into the other side of the system as well but from a jira workflow so just a standard workflow you can select which options are available to customers uh in their in the portal as well so if there's a thing an option like approving a piece to be done that's where it could be here where they could go yep click approve and done it moves it through your workflow so if i go now into the view from the agent slash user perspective i'm now logged in as barry and you can see here that i've got uh my master project which is the jira software project we're talking about but also these projects uh that are all service management so what i'll do now is i'll just take you through into into those the service management pieces because they're the most important ones that's where all the good stuff happens so in the example here uh you know you can raise you can raise your requests like raise the request on half the customer or or you can create uh create the project uh create the deliverable i guess you could say from from the normal create issue screen and that will create that in jira sorry in the jira service management project as far as the types of uh issues that you can see here you might have noticed that on the portal i just had bug and uh bug and a new feature but we've also got uh you know things like tasks and subtasks so one of the great things about this is that you can have your customer facing issue types and actually have issue actually have issue types that are related just to yourself internally so you don't so it doesn't necessarily have to be viewed with the customer so it might be we need to deliver this but then there are all these subtasks that you need to do and just track yourselves and then you can have that working along quite nicely now as far as the knowledge bases are concerned or about the the customer facing documentation this is where you can actually set that up with the actual knowledge base that confluence side itself so you can see that it's hooking up all of the the relevant documents there which will in turn actually help um hook into some like hook into some automation and those kind of things uh one of the other things that's quite nifty as well with the shortcuts is that uh when you've got this set up as your service project but you want to go to your boards or your scrum boards with the majira project you can always just go you know backlog view and you know active team board and you can have that view in there from from that project now so just as an example uh with the one of the most important things on these type of projects is because it's all about locking that down for your customer you will want to make sure that your customer permissions the customer permissions are set up that customers are only added by agents and admins if everybody can have access to your project and kind of defeats the purpose so that's one of the main main things there um but and as far as your knowledge base uh just ensuring that whatever space you attach to this uh you can have you know all logged in users as opposed to only confluence users because that'll uh generate that license there some other things that you can do little little nifty things is use a little bit of automation um when it comes down to the project so there's lots of out-of-the-box stuff that you can just click and boom it's just there instantly but one of the things that uh if you're creating this project on behalf of your customer and you're creating a new feature within jira the only way that a customer can actually see uh an issue that you create is for it to be a customer request type so you can just have some simple automation that once you create an issue if things for example the request type isn't so if you create say a new feature request or something like that and you haven't put in the request type and all of that you can just have some nifty automation in the background that just does that all for you so i'll be creating that in a moment um that's just a few of the high level uh things around uh the view so what i'll do now is i'll just quickly uh go back to gwen's view and i'll raise an issue so we'll go here and we'll just go you know oh actually i'll just go suggest a new feature so for those who've seen spider-verse they all end up coming in from different dimensions i'm pumping and whatnot and get all stuck in there so they want help to get back home so it's like help me out and part of that is how do you stop the collider oh wow this is an interesting one okay that's cool that's my knowledge base uh but just i still need help you know please all right all righty uh so what we'll do is we'll send that and that's now gone to our good friends in project c so if i go back to the project c now i've set up some automated uh assignments and those kind of things but you can see here that uh help me out please has been created and it's actually been assigned to myself to barry which is quite nifty um so i can see that this is here in the portal uh before i go into uh how this um looks there i'll just quickly show you that in the uh jira master software project uh that it also appears in the backlog there as well now one of the things that we've got set up here is that uh we can have a look at the knowledge base and we can see that it's come up with you know suggesting a few uh articles there so you can see actually how to stop the collider as one of them so you could actually easily share that as a comment say hey spider gwen subcladder is how you do it and you can have that reply to customer which will go straight to gwen um or if you you know wanted to add an internal note hey bruce wayne might need your help here because you know a lot about tech and all that kind of stuff so you can always do that too plenty of other functionality that you can do with this project but uh just for the sake of time uh this is how we're looking at that and then we can move that then you know into progress so we can see that we've got a very simple workflow set up for this but once again it's just in line with the customer uh manage portal customer service portal there all right i will try that again in a moment so i'm going to move this to in progress so that's the service management side of things but then when you're talking to your customer this is where the master project comes in in much in handy so here you can choose which projects you want so we've got one where you can go look at all projects and grab it all in that way or you can get a project a specific project c um we've set up the backlog view as mentioned where you can prioritize and remove that and then we've got our cam command view here so you can see this is the issue that gwen has just raised so it's all in that nice kanban flow uh one of the things that we can also do so we've got our tasks right so we're just going to throw these in here into progress and go back to the camera so this is all internal work so you can create a quick filter for example that just says disregard every you know just don't show every project that's in uh or every issue that's internal uh so that way when you're talking to your customer whether via a stand-up or a catch-up you can just make sure that you're showing just the issues that relate to them so it's just a nice visual way of doing things but it just means that you can easily move this along the board get it done in that sense let's see the other thing as well is that with uh the board configuration so you can actually see uh the description that you can select up to three items that appear on this active view so for example you can see who reported that uh the the request type and anything of that anything else really that you wanted to kind of put in there as well um i will say that there are some limitations uh doing this this way as well uh so uh unfortunately because the roadmap function is just for a single project and we're doing some things pretty cleverly in here the roadmap function isn't available uh so just bearing in mind uh that you know for this uh you know it's really just about managing that workflow and using it using it that way so and then uh yeah one thing i will show you is that automation piece that i was talking about before where i go back here and i oh actually two things sorry i did sometimes uh so the new new feature for automation so as we can see i cannot spell but i've also only just put in the the basic stuff that's needed and when i create this one here and i go into the new feature you'll see that it is going to it's automatically out of my request type out of the organization so my customer has seen it see it and i've actually put an internal automation note on there as well to say hey is now available for customers to view in the portal uh so the one other piece that i just wanted to show you in regards to jira and then i'll pass over to meg is just as far as your configuration for the jura project you just want to make sure that whatever the permission scheme that you've got you cannot create issues and the reason being is that it's not going to break the internet if you create an issue within the studio so software project it just means that you're not going to have to move it out of this jira software project into a relevant customer project that's all so here you can see that i can't create issues within this project if i'm in this view but then it provides the option of which customer project i can create that issue and that's uh that's the demo at the moment from jira software and josef management i'll stop sharing my screen and meg back over to you thanks ash i think we all just got an education on spider-man and all the characters well i certainly did so i will just share my screen now and we're just going to talk briefly around conflicts and how it can support you in your delivery so here where ash just was then was in project c so i'm indira at the moment and you can view all of your knowledge base um articles and drafts in here as well and you can get the direct shareable url url here um and so when we're in our spider-verse that's the link that we put here that will take us into that overview page so you can just copy and and have that one there and then link it through when you're on the overview page in the customer portal let me click into that it'll take us into that overview page and you can have this as your landing page where you really structure how you're going to share your information so we're using conferences there's two things really here and we do use the knowledge base and have surgical articles in there as well but we do use this to present our documentation and to help our customers keep on track with how we're going with the project and review those documents if we need to sign off on certain certain items as well so you'll see here we've put in just some imagery to show you that you can have all of this showing through the customer portal it does look slightly different to what you may see in confluence so when it comes to into the customer portal you may see a slight difference in the way that it presents but it's largely the same and then we're using some content by label macros to bring in things like meeting notes we often get a requirement from our customers to share any of our meeting notes from previous from our previous meetings so in here you can either bring it at the higher level where you've got the incomplete tasks and that will allow them to see this all decisions and then the table of all meeting notes or you could bring in each one dependent on the structure of your project and how you're sharing your information [Music] and how much you want to share as well on the portal so you may not want to share all of your meeting notes at this point um but you can see here you can then deep dive into the links that sit underneath here and you can see we're going to save the world today watch out everyone but this way you just get a central source of truth for your customers when they're coming through and everyone is working in the same environment and i'm just going to jump back into this one and then we've also got our knowledge base articles just showing here and this is showing by label as well so um that's just a content by label that's showing in there what we'll do now is just head back into our confluence space so this is in the confluence view for a confluence user so not necessarily what your customers will be seeing but in here you can also be drafting internal documents so we will often use this to draft and edit our content before we're ready to send it on to our customers to view in their portal so we use labels to be able to publish onto that overview page so i've got a draft a draft page here spiderman not spiderman um and if i'm ready to then start to share that back on my overview page it's picking it up i could put it in potentially either the quick links or the knowledge base the tag that this macro is using is the knowledge base how to article and this one is content so i'm just going to head back in to my spider-man article and i'll just add the knowledge base how-to here just to demonstrate how easy it is to then push that into your overview page you can see now that i've added that label it's now visible for our customers to see um and it just makes it a little bit easier when it's never it's part of the navigation here so it does just make us ensure that this table this landing page is friendly so that it makes sense for the flow of how our customers will engage with our content and and that we've got consistent labels that we use and a consistent way of working within our project team as well so we all understand um what the cause and effect is of each of those processes or the changes in the label and how that will then work for our customers everything exists within here you can get direct links if you go back into the jira project and you have a look you'll be able to get the direct links from in the articles link and and you can share those directly with your customers but we always find having an intuitive for them on the user i can use a landing page and allowing them to navigate the trees themselves as well also helps them to engage with the product and ensure that they know that that's the place to come for any of the documentation related to their project you can also move these into the trees around here and but it's really the labels for us that drive where that sits on the page for our customers and ensures that it's visible for them the overview of the confluence side of things does anyone have any questions [Music] relation to confluence hi guys um meg ash thank you very much my name's mitch hadn't looked through the jira software stuff before very familiar with servicenow was really good to see how you guys have structured that um in terms of giving access to customers um it's all quite intuitive i thought um and some really good tips i guess on how to make that flow kind of easy for customers and yes the movie was good nice thanks um i i think part of part of us part of what we've demonstrated today as well is just purely with jira uh like with all the standard products out of the box um what i didn't mention is that there are thousands of marketplace apps so if there's something that you're seeing there it's like oh that would be great but i really need this chances are there's probably a solution out there that can help that as well the questions from anybody else or does anyone have any suggestions we're more than happy to take suggestions for another ace event that we could present to you on if there's something you're curious about or you'd like to know more about um i will ask a question just around workflow in that configuration you've got you're obviously using a customer portal to enable customers to ask or raise issues um do you get kind of confusion between you know this is actually project issue risk or just you get a bit of noise through that channel because it's not specific i guess it depends a little bit on how you've got it configured in the wording and um but what's your experience with that portal and that setup yes so um so what we find is that when we set up our customers um we'll kind of give them a high level you know onboarding um i think the the the [Music] main takeaway from it is just keeping it simple um so we don't provide a whole lot of options it's not like you're going to a service desk and you've got all of these um you know i need to raise this type of request or this type of request for us we just really want to keep it quite simple from the customer side so it's either an issue or it's something that they need and we've worded in that fashion and then we can bring that in there um when we're depending on the customer and the type of project and all of that as well um we can you know easily uh you know sometimes we'll easily configure or add things along the way but at the end of the day with our customers we just want to keep that piece really simple so it does reduce that confusion but part of having that service project as well even though we as an organization would have lots of different customer projects going on in in the most part when when our customers join join it they'll know exactly where they need to go so that when stacey sorry spider-gwen view that i showed before um that's kind of generally what most of them would see they would go there and they're like i have some documentation look at i have to raise something i can't do much else so that hopefully that's answered the question yep nice and clean thanks ash all right i think we have a question from dubai all right so question from the back is for searching the labels for the customer can confluence restrict them from accessing any content so searching for the labels from the customer portal quebec yes uh so if we um enact restrictions on the pages it will restrict it for the customer so we just in um add a page restriction on there so that it's kept hidden um because of the way that it's working and it's bringing back the articles so if there's something that is very sensitive i would suggest doing restrictions on the page and just to ensure that it doesn't isn't discoverable in any way um on the customer portal spiderman did return home in the end thanks everyone for helping with that thanks guys all right we'll we'll share this um on our youtube um the next day or so feel free to check that out as well share it around and hopefully you will see everyone at the next event all right thanks again everyone thanks guys you