department-of-veterans-affairs / va.gov-cms

Editor-centered management for Veteran-centered content.

https://prod.cms.va.gov

GNU General Public License v2.0

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JIRA Service Desk - Slack integration #3331

Closed oksana-c closed 3 years ago

oksana-c commented 3 years ago

We have support requests coming in via Slack and need to facilitate flow of these requests to JIRA Service Desk (JSD).

Acceptance criteria

[x] A6 Slack VFS-CMS Helpdesk channel for internal communication exists
[x] Slack channels for helpdesk bots (DSVA)
[x] Slack integration in #cms-support channel w/ JSD or manual process to transition support requests from Slack to JSD exists

indytechcook commented 3 years ago

Slack/Jira plugin: https://confluence.atlassian.com/slack/using-jira-applications-with-slack-966662163.html

MaggieBrazeau commented 3 years ago

@oksana-c Who on the A6 team would we need to get with to get the JIRA/Slack integration underway?

oksana-c commented 3 years ago

scheduled a call on Nov 17 to discuss this issue in depth

erogray commented 3 years ago

Discussed today — Oksana has created a bots channel for Jira statuses, and submitted a request to DSVA slack admins to approve Jira integration

oksana-c commented 3 years ago

cms-helpdesk-bot channel is created to intake all JSD tickets and updates. Screenshot w/ current config below

@MaggieBrazeau tested by creating a new request + making an update to the ticket and the team verified the integration is working.

erogray commented 3 years ago

@oksana-c since we have two-way working Slack integration I'd advocate for moving the parts about moving existing slack users to their own ticket, since that seems like a whole different can of worms:

change management process to transition existing #cms-support user base to a new workflow: announcement to various groups
- the CMS team understands new helpdesk workflow
Workflow for managing requests originated in Slack exists

erogray commented 3 years ago

We've tested notifications from Jira to Slack, and also using /jira create to create tickets from Slack to Jira. The latter can be customized so that it's user-friendly and may even replace the existing Slack workflow. But it'll need some tinkering, and seems much less time-sensitive since we aren't planning to move Slack users over to Jira right away.

daddison48 commented 3 years ago

moved transition items to https://app.zenhub.com/workspaces/vagov-cms-team-5c0e7b864b5806bc2bfc2087/issues/department-of-veterans-affairs/va.gov-cms/3537