Self-service IT Helpdesk with Inventory and How-to Guides
Features of Jira Service Management project, Confluence, and Insight - Asset management you can try in this demo
- How can you raise requests in the Help center
- How can be your helpdesk integrated with a knowledge base
- How can be your helpdesk integrated with an inventory
- Main features of a Service Management type Jira project
- Using Jira Service Management objects together with Insight objects (IQL configuration, Filter scope)
Detailed solution use case description
The company operates a Jira Service Management support project for their colleagues where they can raise issues if needed about their devices and other very common cases like getting a new password or installing a new printer.
As they are very common, the company provided how-to guides about them - the Service Management project is integrated with a Confluence space.
Also, they track, which employee has which phone, laptop, so you can check what solution does Insight asset management provides.
You can try this scenario with three different users in two roles.
1. You are a member of the Marketing team, and you forgot your password. You want to ask for a new one, as you have to send out the newsletter this week
2. You are a developer, working on the company’s new website. You have to print the designs for your presentation, but somehow you can’t add them.
3. You are a member of the support team with Jira Service Management Agent license, you can check the different requests that your employee has raised for your team.
Log in to the site as a member of the marketing team
1. Open a browser, and go to https://metainfdemo.atlassian.net
2. Your login credentials are:
- Username: minfdemo.marketing@gmail.com
- Password: mardem456
Visiting the Help center for a new password
1. Click on this link to open it
2. As you can’t login in your mail account in our imaginary scenario, you want help with your password. So in the Find help and services field type “password”!
3. You will get two results.
- Under Articles you can check the knowledge base articles related to passwords.
- Under Send a request about you can check the related Help center request types.
- Click on the “How to get a new password?” article.
- In our imaginary scenario, you can set up your password thanks to this guide, so you don’t have to raise a ticket here!
Log in to the site as a member of the developer team
1. Open a browser, and go to https://metainfdemo.atlassian.net
2. Your login credentials are:
- Username: minfdemo.developer@gmail.com
- Password: devdem789
Visiting the Help center for solving the printer problem
1. Click on this link to open it
2. As you can’t install a printer in our imaginary scenario, you type “printer”
3. You will get two results.
- Under Articles you can check the knowledge base articles related to printer.
- Under Send a request about you can check the related Help center request types.
- Click on the “Add printer to Windows 11” article.
- In our imaginary scenario you tried these steps, but you still can’t find them in your list. So you want to raise a ticket for the support team. You can go back, or click on the link on this article also.
4. Fill out the form. There are two fields that are mandatory, you can’t send this request without filling them out.
- Summary - type “Install printer”. As you can see, the knowledge base suggestion pops up still here.
- Printer - you can select one of two objects from the IT inventory.
- Description field is optional, you can add additional message there if you want!
- Click on “Send”
Log in to the site as a member of the support team
1. Open a browser, and go to https://metainfdemo.atlassian.net
2. Your login credentials are:
- Username: mi.demoagent@gmail.com
- Password: agedem582
Navigate to your Jira project
1. Select the IT Inventory Helpdesk project, or simply click here
2. You can see all the requests that your employee has risen, so the one that you have just created with the developer persona.
Navigate to IT Inventory
1. Click on the top navigation bar to Insight, and select IT Inventory. Or simply click here
2. In this object scheme, you can check the different devices that have been assigned to your colleagues. And as Insight is integrated with Jira, in our demonstration we configured a request type that a user only raises a request for their own devices.
3. Open the Device error request type
4. As an Agent, you can raise a request on behalf of other users.
- Select Marketing Demo, and check which devices could you choose.
- Select Developer Demo, and you will see, that you can choose from different devices.
You can learn more about
As the Agent persona, you can try our other demo scenario here: ITSM with Multiple Customer Organization and Contract Type
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