Building complex client registration in Jira
Challenges
For the Joint Allocation Office (JAO) to offer consistent, uninterrupted service, it is essential for it to operate a stable and efficient client registration platform and to be capable of registering client data in a fast and smooth manner.
Initial issues
Though JAO's earlier 1.0-version client registration platform focused on automation, company classification, and replacing email-based communication, it faced numerous challenges from the start.
Clients were allocated based on the email domains provided, each belonging to one or more companies. Although this system simplified the registration process, as the person wishing to register only had to enter their email address and then select the appropriate one from the list of companies displayed, the addition of the new email domains was performed manually. This often led to human error, as a single typo, a misplaced period, or adding a space could result in the email address being associated with a completely different company. This meant that duplications were common and the clients could not see each others' tickets.
In addition, a significant part of the system's operation was built on unique, custom-made JavaScript solutions. While these solutions provided flexibility, they also made the system complex, vulnerable, and difficult to update.
Given the above, JAO decided it required a more advanced and sustainable client registration platform.
Summary
Industry: Trading
Region: Western Europe
Requirements:
- Develop a stable and efficient customer registration platform
- Fast and seamless administration of customer data
Product(s) introduced:
- Jira Service Desk
- Atlassian Marketplace add-ons
Solution
The new concept for the development of JAO's client registration platform included the following main objectives: reducing the resource requirements of the system – including the administration of Jira and the burden on the customer service team, enhancing security features, sustainable registration and replacing email communication. Bearing in mind the criteria above, the newly designed registration process was divided into three main stages:
Step 1: Sign-up and email validation
The first step in the new registration process was to validate the email address provided to filter for aliases. This meant using a built-in Jira feature that sent a confirmation email to the address provided by the client. If the client successfully validates their email address, they will be included in the first project and granted company membership in this phase.
Step 2: Access request
In this step, the registrant enters the company's EIC code and telephone number, and the terms and conditions are accepted.
One crucial stage in the registration process was to enter the EIC (European Identification Code), the company's unique energy industry identifier. This code appears in a publically available list that can be found on the website of the EU Directorate-General for Energy. The system accesses and manages this list through a REST API call, and the list provides up-to-date and accurate information to identify companies. Because the EIC code has strict formal rules, the system uses a regex (regular expression) validator to check the codes entered, ensuring that only codes of the correct format are entered into the system. To avoid any confusion, the company's name associated with the code entered is also displayed.
When entering a phone number, the system uses the Jira built-in key-value pair. This freely usable part of the Jira database can later also be processed by Jira Insight.
Step 3: Acceptance of registration with built-in security measures
The third step usually occurs out of sight, immediately after the registration request has been sent. As a follow-up and security measure, Jira automatically forwards the data provided by email for further processing. If the company does not already have a user, the JAO support team will validate the registration. If there are registered users associated with the company, the validation notification will be sent to and approved by the registered users. As an additional security step, after validation, Jira generates and sends out a further email containing the details of the validation, from the acceptor, through the company, to the new registrant.
Add-ons and Insight behind the scenes
The background processes performed during the registration process are supported by several Jira add-ons.
The free add-on HelpCenterCorrector, available only for Jira servers, allows binding different client portals to different conditions. This means that anyone can access the 'Access request’ project that triggers registration and creates a request, as long as they are not yet a member of any group. Once they have been automatically moved from this project to a group, new projects will become available to them. Then, using the built-in design features, they can further customize the interfaces.
Regarding the JAO, Insight allows adding text-based comments to a user or company at an early stage of registration, which remain available throughout the registration process. In addition, Insight was able to bypass certain security steps: after the second step, even though the user has only sent the access request, they are, in fact, already a member of the company within Insight, but they do not have access to tickets or company activity. This has made it much easier for the user to connect with the company. Last but not least, Insight prevents the registrant from starting a new registration process before validation or rejection.
Insight was responsible for storing the EIC code, company name and unique notes, which Jira mapped as 'Organizations', and Jira stores the users' data and privileges.
Result
Jira's extensive functionality, flexibility, and the use of add-ons and Insight enabled the company to create a customizable system tailored to its individual needs. Implementing a complex client registration system has contributed to JAO's smooth and efficient operation, providing clients with a faster, more transparent and reliable registration process.
About the client
The Joint Allocation Office (JAO) enterprise operates Europe's leading, crossborder, transmission capacity trading platform. On behalf of the Transmission System Operators (TSOs), JAO auctions long and short-term transmission capacity rights available in the European Union. It holds more than 18,000 auctions each year, involving 378 market stakeholders and 54 bidding zones, trading a total capacity of 700 million MWh.
JAO complies with and meets all regulatory obligations and requirements, and has today become the Single Allocation Platform (SAP) for TSOs in Europe. It also provides its clients with invoicing, contracting, reporting, project support and IT services.
About the partner
About the product
Jira Service Desk
Jira Service Desk is a service desk built on Jira. Jira Service Desk enables teams to deliver a great service experience and ensures that your employees and customers get help quickly.
Source: Customer Story - Building complex client registration in Jira | META-INF Virtual Atlassian Day: https://www.youtube.com/watch?v=SDmqH9RCg-s&t=480s
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