Seamless Integration of ATOM with Jira Service Management

In this document, you will learn how to integrate ATOM with your Jira Service Management (JSM) instances to streamline operations across platforms. The process involves utilizing ATOM as a universal agent that engages through various channels like Slack and Teams while leveraging existing business data. By following these steps, you can ensure smooth transitions and continued use of complex workflows within JSM without any backend disruptions.

Step 1

Begin by establishing a direct connection between ATOM and your Jira Service Management instances. This foundational step involves several interconnected actions.

Step 2

Use ATOM as a universal agent to interact through platforms such as Slack, Teams, and other browser agents. These agents understand user context from existing integrations, tapping into business data from sources like Confluence, SharePoint, and Google Drive. When conversations are initiated within ATOM, the system determines the appropriate routing for Jira Service Management tickets tied to specific workspaces, such as IT, HR, finance, or facilities.

Step 3

Explore the capabilities that allow seamless user migration without disrupting existing processes. This involves mitigating change risks by enabling ATOM for your JSM instance, facilitating Atomic Work, and utilizing complex workflows already established in JSM.

Step 4

This integration ensures no disruption to backend operations, allowing teams to continue their work in JSM. Meanwhile, employees receive modern conversational support through their preferred channels. Let's examine a setup example.

Step 5

Examine the administrative interface within Atomic Work, where Jira Service Management appears as a native application ready for activation. This connection facilitates the integration of JSM with specific workspaces.

Step 6

Manage multiple workspaces defined within Atomic Work, each possibly handling distinct ticketing or approval processes. These processes can remain within Atomic Work or be linked back to JSM as necessary.

Step 7

For processes that remain in JSM, link specific workspaces, such as IT, to JSM. This setup enables user management and access to existing catalogs and knowledge bases, such as Confluence articles, to assist users with troubleshooting or FAQs.

Step 8

Observe ATOM in action within Slack. Engage ATOM by requesting assistance, for example, with password resets or gaining access to HubSpot. ATOM initiates relevant conversations and searches for guidance.

Step 9

ATOM pulls pertinent information from Confluence and other sources to provide accurate responses. This ensures users receive content most relevant to their queries, such as step-by-step instructions to reset a password.

Step 10

Responses can be customized based on internal and verified external content sources, whether derived from Confluence pages or third-party sources. Let's look at requesting HubSpot access as the next example.

Step 11

Triggering a HubSpot access request automatically creates a new Jira ticket, pre-filling necessary fields based on the context of the initial inquiry. This leads to immediate creation within JSM.

Step 12

The request is now referenced within JSM, allowing for direct interaction within Jira Service Management. The ticket, visible within the IT space in JSM, is created through Atomic Work embedded in Slack.

Step 13

Understand how the system synchronizes natively. For instance, replying from Slack with "Nevermind, I already have access" will reflect in JSM, showcasing the seamless bidirectional communication.

Step 14

The integration of ATOM helps in the efficient triage of core tickets across various workspaces, including IT, finance, and HR, enhancing operational efficiency.