if you use JSM and your Microsoft 365 shop then I got the perfect app for you yasun makes Microsoft 365 connector for Jura and this is the perfect app if you want to blend your Microsoft 365 life specifically your Microsoft teams life with your JSM [Music] portals if you haven't already please consider subscribing to the channel drop a like if you get B out of this video and don't forget to check out the links down below as you definitely want to start a free 30-day trial to this app so the Microsoft 365 connector for Jura
does so much and I've already covered some of that functionality in a previous video so make sure you check out the link in the description as that is a video you definitely don't want to miss out on but this video specifically geared towards these itsm Solutions so if you and your company are using JSM for your itm solution then you know that your service portal is very ke key and very foundational to the way your team interacts with JSM now traditionally your JSM portal is just a a link a URL that you give out to
your team and then anybody can go in and create tickets but what if you wanted a save time and increase your communication and your efficiencies and collaborations between your it support team via Microsoft teams and so what I'm about to show you is how your team can Leverage The Power of Microsoft teams and the power of J JSM together to essentially be able to create tickets via teams and put them into JSM in just one simple click all right so here we are inside of a traditional JSM portal if you've ever used JSM or if
you've ever used or interacted or Raaz a request via an atlassian based uh service management tool then this should look very familiar but what I'm about to show you is really really cool if you have Microsoft teams you also now have the ability to basically embed your portal into teams as you can see this is my team's UI and as I scroll down take a little peek you can see that this is the exact same thing whatever I had in JSM which is what my users are typically used to right if you don't have this
plugin you have to go to the URL that is created for your portal and teams have to go in and figure it all out and that can be a little disruptive to context awareness right most teams are already in teams they're already working they're already communicating there so why not just bring JSM to them and this is exactly what we're going to be demonstrating here so in Microsoft teams I have the ability to essentially embed my JSM portal into teams now as a quick disclaimer you do need to work with your Microsoft 365 admin because
they have to go and prepare a package all the instructions are in the description down below but once you prepare this package you're essentially able to add this portal straight into Microsoft teams it's a onetime thing only so once it's set up it's done it's good it's no more configuration you got to do but there is that one little step that you got to do but once it's there then you get to do the rest which is actually be able to create tickets from within teams and to have your JSM agents be able to see
them flawlessly and effortlessly so let me show you how all that works so let's pretend I'm a user I'm going to come in here I have a computer problem so I'm going to click on this and I need a new mobile device my phone broke please hope I don't my phone doesn't break but let's just say my phone broke and need new iPhone now I probably shouldn't be picking an iPhone when we're in a Microsoft 365 event but if you're not using an iPhone I'm sorry now who is your manager you're going to be able
to pick from your manager list here so I'm just going to pick Adele here and then you're going to be able to fill out the information phone broke need a new one and as you can see the interaction is exactly the same as it would be inside of JSM with the added convenience that I'm now inside of Microsoft teams which is something that I always have open on my desktop anyways I'm always chatting or interacting or in the world of Microsoft teams so it just makes so much sense to just bring in that portal and
make it available here because now people don't have to go hunting for it right half the time or half the battle is usually finding that service link portal and trying to figure out where do I go submit a ticket like it's just so annoying that barrier can be very annoying for that end user and so just naturally embedding it into teams so much better so once your team is able to essentially create create the request again it's going to work exactly the way it does in JSM they're just going to hit create and what this
is going to do is it's going to go into JSM and it's going to create a ticket as you can see at-4 has been submitted so I'm going to put Microsoft teams away for a second here and I'm going to jump back into Jura and I'm going to hide my portal here for a second as well because now I'm going straight into my q and so now I'm putting on my agent hand and as you can see my need a new iPhone that was raised by me has just been sub it and is not visible
in the queue and this is now where we're going to focus on the second part of the video which is now that we have a service death ticket that was created via teams how can we benefit from having yasun Microsoft 365 connected for Jura all right so we're going to jump into this ticket and again I have my agent hat on and what are some of the benefits of having this Microsoft teams integration so the first thing I want to highlight is that you can start a teams conversation straight from the ticket so again preserving
that context preserving that awareness and also going to the user where the user is already at I can essentially just add any person here um I can select the channel That I want to be on or I can go to a specific chat so if I want to speak with a specific individual I can do that or if I want to go to a specific Channel and maybe just do a general blast I can do that as well in this case I'm going to do a chat I'm going to pick Adele here and I'm going
to say hey um hello uh can we chat about this I have questions exclamation mark and you'll notice that the title is automatically the ticket title the ticket ID and so this is all happening instantaneously automatically and I when I hit the start chat button the conversation is going to start and so what I'm going to do next is I'm going to go over to Microsoft teams and I'm going to show you that conversation how the end user would see it on their end and so as I bring Microsoft teams over I'm going to go
over to chat and this chat now is the chat that I have with respect to this ticket so as you can see here I have the hello can we chat about this I have questions and there's also a link straight back to the ticket in case the user needs to be refreshed on what it is they're trying to do and so what's really cool about this though is not only can I now have a conversation because adding comments in JSM it's cool but it's very delayed when you add a comment and you're and you're relying
on the comments capability of JSM you got to add the person otherwise notifications get sometimes wonky and then you got to wait for them to check their email because it's not instantaneous right they don't get an immediate notification or they don't know that they got to jump back into the ticket right so it's whenever they see it um I usually put my email off to the side and I check my email once every while but my I am I'm checking it every 10 seconds right and so the added benefit you get here is that instead
of relying on those at mentions and relying on this delayed kind of almost archaic process of communicating with your end user the conversation can happen instantaneously the context of the ticket is preserved and we're able to collaborate we're able to talk we're able to ping pong back and forth and get this issue resolved as quick as possible which in the world of itm this is really really good news so here we are I'm just going to I am someone like pretending that that Adele messaged me back she's got a question about well what's your question
well I go well can we meet I need some clarification uh we can do the attachments this works just like a regular teams meeting right so whatever you're used to teams it works here you can call them up but what's also really cool and and this is I think a little bit more unique is that anybody else right you can mention other participants now so folks don't need to have JSM access they don't have to have a license to JSM but they cannot participate they won't be able to see the tickets because you still the
rules of jur still exist but they're able to come into this conversation you can add other people other participants that aren't the people in this ticket directly right so you can add other folks F right I can add Carlos I can add a bunch of different people right anybody who's relevant here and they can come into the conversation and start participating and maybe collaborating and helping us arrive at a conclusion much more efficiently much more effectively than we would if we were relying on mentioning people or sending an email or even starting a teams conversation
but losing the context of the awareness that this is with respect to att4 right so this I think is just so much more streamlined so much easier here now let's go back to the ticket cuz there's a couple of other things that I want to show you that you're able to do with this Microsoft connector so number one because we have initiated a chat our slas have paused now this is handled through an automation Rule and essentially what's happening is because there's an interaction and because I am now working on the ticket I'm waiting for
a response I'm waiting for someone to get back to me and I'm able to pause the timers so that my slas are not impacted normally you have to respond to the customer you got to add somebody or you got to transition it right depending on what your slas are set up for but normally you're depending on very Jura specific actions to pause and start and complete these timers but with this plugin you're also able to add some automations to help you with those SLA so that's really really cool now let's pretend that we wanted to
go beyond this chat let's just pretend that we wanted to actually start a meeting or schedule a meeting well I'm able to click over here on these ellipses and I can go to Outlook meetings once it's window pops up you're going to be able to set the title which again is already done for you it's the ticket and you're able to pick your attendees so I'm just going to pick Adele and I'm going to get Carlos in here as involved as well and so I'm going to get my two folks here to help me out
the same smarts of Outlook that help you schedule meetings based on availability all that works so it's already going to make a recommendation as to when we should meet of course we can alter these values to whatever you want whatever makes sense for the team but again I just wanted to highlight that however it works in Outlook it's working in here as well you can pick your location this is going to be a virtual one as you can see the comment is already the ticket here and I can just hit send and so those individuals
are going to get a meeting and they're going to know what the meeting is about and it's all going to be preserved with respect to the fact that we are having a meeting based on this ticket it's all that information all that context is preserved with this powerful connector now the other thing is you're going to see the meetings here so if anybody else maybe your manager wants to see what's going on people want an update you can very easily see that you have meetings scheduled already you can join from here which can just having
to go find links and having to go just disrupt your flow of context is just so bad it is so so detrimental that it's so amazing that you can just have everything in this UI so again if you're a Microsoft teams and you're using JSM or just J for that matter because there's a lot of J capabilities here this is really really powerful folks this is just the moment that you reduce these barriers of communication for you and your team you're collab collaboration and your efficiencies just exponentially go up so just that alone it's hard
to measure in monetary value but trust me when your barrier for communication is drastically lowered like they are here your team is just going to be so much more efficient so definitely check out this app now there's one last thing that I want to show you as you remember I have a portal here and the same portal shows up inside of Microsoft teams now the portals are cool and being able to get it help is cool but what's really cool about Js is that not only do we have these like very static forms but we
can build Dynamic forms as well so I'm going to go back into Jura and I'm going to essentially create a quick form I'm going to go to my project settings I'm going to go to my forms and I'm going to come in here and I'm going to create a very very quick form so I'm just going to say ape Tech demo I'm going to add another field but this one I'm going to make it a dropdown and this one I'm going to do computer type I'm going to give it two types here I'm going to
go Mac I'm going to go iPad I'm going to go um Windows okay and what I'm going to do next though is I'm going to add a section because if the section is uh Mac and it's going to be a conditional one so if the user picked Mac right then I want to add a field and I'm going to say here's a OS version right and this version is going to be very dependent on whatever they pick so if they don't pick mac then I would not expect o version to show up now this is
a whole lecture on forms but I'm just going to create this for now just to show you how to embed this form that I've created back into my request type which is then going to be visible from within the Microsoft connector so check this out so once it's saved I'm going to go back into my project and we're going to essentially just add this form to a request type I'm going to go to my project settings go to request types I'm going to go to this fix account problem here and all I'm going to do
is just add my form so there's a section here to add my form down here at the bottom I can select existing I'm going to pick my AP tech form that I just made click on ADD and I'm going to save my changes so now when I pick this fix account problem I'm going to see this form and so my form with the username the computer type is here when I pick mac you can see the O version but when I I pick iPad you don't see anything else that's cool this always worked but let's
go see what it looks like inside of teams so when I bring teams back over here and we go back to My ATT desk I'm going to be able ble to go to the exact same login in accounts fix an account problem and now down here you see my form as well so when I pick mac I can then pick the OS version so this is really cool and Powerful because again you can now bring in the power of forms which if you're not taking advantage of highly recommend you take advantage of and you can
bring them into your Microsoft teams environment as well so you can now not just create these boring static forms and collect very boring static information but now you can create these Dynamic forms that are much more tailored and customed to the specific needs of your itsm requirements so definitely check that out so just as a reminder the app is free for up to 10 people but if you use the link in the description down below you can start a free 30-day trial I highly recommend again if you're Microsoft 365 shop and or using JSM or
even jira right this work work with JRA and JSM but the F the video was focused on JSM but this app is really really powerful really really cool it just it's such a great Harmony between the Microsoft stack and the atlas lasting stack and it just it just makes sense so if you are a Microsoft shop highly recommend you give this a 30-day trial that's it for this video make sure you subscribe make sure you check out the merch store make sure you check out their app and I'll see you in the next one
