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Crisis Management with Jira Service Desk during the Covid-19 pandemic


Posted by
Phil McCormick

April 27, 2020

The Covid-19 pandemic has affected the ways in which companies operate due to an increase in remote working. As a result of which managers need to find better ways to keep track of their employees. Honing on our partnership with Atlassian, Valiantys has developed a Crisis Management module for Jira Service Desk. Employees can log onto a portal to self-report their health status or seek help during an emergency. Managers can then respond and also review collective information with the help of dashboards. This can be deployed on free cloud instances and existing self-managed (Server) instances.

So what is our new Crisis Management App?

Key features include:

  • Seamless and configured customer portal for employees to fill in their information as required
  • Simple three step workflow and dynamic queues for easy crisis management for managers
  • Multi gadget dashboard to review all requests  emergency types, and requests assigned to line managers
  • A demo project has also been included in the configuration for clients to test and review dashboards

Employees self-report health status & request help

Pre-configured customer portal for your employees. They log onto a Jira Service Desk portal via the desktop/mobile browser to self-report their health status, ask a question relating to the crisis or seek help during an emergency.

Cloud Portal:

 

Managers prioritize requests and quickly respond

Managers triage requests, view details and then respond to their employees. A simple three-step workflow and dynamic queues help them quickly and easily manage the crisis and pay attention to each employee situation.

Cloud Issue View:

 

Dashboard and Report to easily manage the crisis

Managers review collective information with the help of a multi gadget dashboard to review all requests, emergency types, and requests assigned to line managers.

Cloud Dashboard View:

 

What’s more?

As part of our Crisis Management Solution, we have created multiple options for you to deploy the module at your own pace. This can be deployed on free cloud instances and existing self-managed (Server) instances.

New Users

New to the Atlassian ecosystem? Don’t worry we’ve got you covered, for both Cloud and Self-Manager (Server) deployments:

Cloud Self Managed (Server)
  • Pre-requisite: New cloud site.
  • Our offering can be deployed on the free version but you can choose to try the standard/premium versions for more features
  • Managers can also make use of the Jira Service Desk Cloud mobile app to manage queues in the agent view.
Pre-requisite: Fully functional and clean Jira Service Desk instance with no projects (version 4. and above)

Existing Users

For clients who are who are already utilising Jira/other Atlassian tools within your teams/organisation:

Cloud Self Managed (Server)
  • Pre-requisite: Up and running cloud site
  • Managers can also make use of the Jira Service Desk Cloud mobile app to manage queues in the agent view
Pre-requisite: Up and running cloud site, Boltron’s configuration manager add-on/plugin

Below you can find walkthrough of the Server version of this crisis management application.

Demo Portal For Server:

 

Demo For Server Dashboard

 

Demo Issue Server

How this can work for your website?

 

Want to learn more about this Jira Service Desk Crisis Management app and learn how to deploy it in whatever scenario you are dealing with? For further queries please send a mail at hello@valiantys.com and if you would like any further assistance, please reach out to one of our consultants, in these testing times, we are always ready to work with you. Stay safe and healthy during this time.