Hi, this is Carlos Almeida from SPK and Associates. Today I’ll be giving you a short demo on the Atlassian JSM to Slack integration. We want an employee to be able to ask a question inside Slack. If there is an existing knowledge base article for the information, it should present that back in Slack. Otherwise, the employee should have the option to raise a ticket from within Slack.
Then the ticket will appear in JSM for an agent to view and mitigate it. All the chat information in that ticket should be included in a comment. And then once I’m done and I’ve resolved the ticket, if I want to turn this ticket into a new knowledge base article within Confluence, I should be able to do so. So join me for this demo.
Setting the Stage
Okay, let’s set the stage. My knowledge base is going to be in Atlassian Confluence. If you look here, I’ve created a space called IT Knowledge Base, and I’ve put in a few articles to seed it. We look at one of the articles here. Let’s check out this Okta password.
So here I’ve put in some instructions. If someone asks, “Hey, I need to reset my password,” this should be presented.
And so if we go over to the portal, I’ve created a JSM project called LightSpark IT with a portal. If I search for “How do I reset my Okta password?” as expected, the knowledge base article will appear right there. So this is a behavior that everyone is used to. But let’s take this to the next level and see how it works with Slack.
Using Slack With JSM
Okay, so now I’ve brought up my Slack channel. I’ve created a workspace. I’m calling it the LightSpark IT Demo workspace. I also created a Slack channel called IT Help, and underneath the hood, I use a request type. I called it IT Intake.
That is going to drive what JSM is going to be used to create the ticket for that request type. So the first thing I want to do is I’m going to go into that channel, and I’m going to ask the same question I asked before: “How do I reset my password?”
So I get a reply.
And the AI system is working. As you can see, it immediately presented the same knowledge base article for me.
As expected.
But now let’s try something different.
Raising a Request From Slack
Okay, so now I’m going to do a question that I know I don’t have a knowledge base for, and I would expect it would look for it, not find it, and then prompt me to create or raise a ticket. So let’s do it.
The question I’m asking is, “My work email is not syncing with my phone. I stopped receiving emails this morning.” Submit it.
Go into the reply.
I know I don’t have this, so I am going to raise a request right now.
And you can see it working there. I see the request was raised, LIH 11. So when we take a look at that.
Viewing the Ticket in JSM
So now I’m back on the JSM side of the house. I’m looking at an agent view. Here’s my ticket that was just created. Let’s look at it.
So I look at it. I can see that here is the ticket. Here is my chat. And now I’m going to add some information into the comment to resolve the ticket.
I’m going to reply to the customer in my resolution. Okay.
Save. If I go check out the Slack channel, I can see that the information was also communicated there.
Scrolling down, here is the reply in the Slack channel, the same information that I typed into the comment. Okay, now I’m going to go back to the ticket and I’m going to resolve it, and then I’m going to create a knowledge base article from it. So the first thing I want to do is I’m going to resolve the ticket.
Creating a Knowledge Base Article With Rovo
Now I’m going to create a knowledge base article. I’m going to do that by taking advantage of Rovo, which is Atlassian’s AI agent.
And I’m going to ask Rovo to create a knowledge base article for me.
While it’s working, you can have the prompt ask more broad questions. Underneath the hood, Atlassian has this teamwork graph model, so you can really extend this out in terms of what you want to pull into this response and really, really drive to create a nice knowledge base article. You can see it completing the steps. You found the ticket, he or she.
Okay, looks like Rovo has completed the job. Let’s take a look. I have a preview option here, so let’s go over there and see how it looks.
So here is a knowledge base page that Rovo created based on the ticket that was just resolved.
This page is editable in this interface immediately. Or you can publish it and then edit it inside Confluence.
So once it’s done, I’m not going to make any changes right now. I’m going to add it right to my Confluence page.
I need to find my space where I had connected it.
And you have a live doc, which is the more modern version of Page with some AI in it. I’m going to stay with the traditional Page for now.
Perfect. Now we can go over there and take a look at this page.
I’ve refreshed it, and there is a new article right there that I just generated, taking care of business using Rovo AI. Really, really cool.
Other Ways to Raise Requests in Slack
A couple more things.
Let’s swing back to my Slack channel. I raised the ticket inside the IT Help channel here, but it doesn’t have to be done that way. I can be in any channel, and I could click on Assist down here, which will bring it up, or I can just do my slash and I can raise a request or assist in there. It will give me a popup that’ll allow me to fill out what I want on my request. Yeah.
And this field is configurable. You can add fields, etc., and make it more of a form. So that’s also very nice.
So thank you very much for joining us today. Again, we’re SPK and Associates.
Love to help you for all of your Atlassian needs. Take care.
