Video: Unify Your Incident Response: Syncing Jira, Salesforce, and Slack for Faster Resolutions | Duration: 1788s | Summary: Unify Your Incident Response: Syncing Jira, Salesforce, and Slack for Faster Resolutions | Chapters: Introduction to Soliko (17.055s), Integration Platform Overview (341.5s), Conclusion and Thanks (1720.08s)

Transcript for "Unify Your Incident Response: Syncing Jira, Salesforce, and Slack for Faster Resolutions": Okay. Well, thanks everyone for joining us for our integration bytes session today. Today, we'll be talking about leveraging the Celigo platform to automate issue management. Before we get into the demo portion, which you see at the end, we're gonna talk a little bit about the IT landscape today, how this Celigo platform can solve some of the core problems that face IT, what some potential use cases are for this legal platform, including issue management automation, and then we'll actually show you a demonstration of what this could look like for you in practice. And we have Youssef from our solutions engineering team who will be doing that demo. So first, as we look at IT, they go from this traditional role of keeping the lights on to now having to deliver on all sorts of digital transformation initiatives. These business demands are growing and growing, which increases complexity and overall IT costs. But they have a finite number of resources, and so IT really has to do more with less. And part of doing more with less is being able to take things off of their plate like integration. Now a little bit about Celigo. So we have a pretty long standing run as being the number one ranked iPaaS on g two, which we're really proud of because that is both based off of customer reviews and recommendations. How we're able to garner this recognition is that we're really transforming how integrations are built and and who manages them. So imagine a world where IT can set the standards, the framework, and the guardrails for integration, making sure that everything is secure and governed. And then line of business will have the capability to automate the processes that they know best through a low code, user friendly platform that is easy to deliver integrations on. It's going to increase the productivity for your company, and then it's also gonna ease a lot of the operational burden on central IT. So let's take a little bit about a little look, about what the breadth of the challenges this legal platform can solve are. So for one, we support all these different integration patterns that you see at the top, app integration, b two b, API management, DI. And it's one platform for every use case. So rather than stitch together all these different tools, you're able to do all of this work within one platform where you're training one skill set, and it's a lower total cost of ownership as well. Some other things that we're proud of. So we do have some AI services built in. We'll talk about that in a minute. And then we are SOC two HIPAA compliant, and we have 99.99% uptime. So we talked a little bit about being built for business and IT. We have all sorts of capabilities within our platform, like AI powered assistance, that make it really easy for users who might not be overly technical to be successful within our product. So we're really unlocking that business technologist to be able to build integrations and automate processes that they know best. Also, on the AI side, have a unique feature called AI error handling, which actually auto classifies and resolves over 90% of errors. So we're also using AI to ease the burden on IT or whoever has operational oversight on our integration strategy. And we find that our customers have a lot of different use cases throughout the business where they can automate. And so this could be everywhere from your lead life cycle management processes and marketing to your quote to cash and sales, onboarding, offering, and HR, renewals and customer success. No matter where these use cases reside or what applications are involved, so we go can help you with that. And for the purposes of this demo, we're actually going to dive into issue management, which I think is an interesting use case. So what we typically see is that if some sort of issue arises, maybe, it's from your your customer, there's often a lack of cross team visibility. Right? So go to market teams and the technical teams are on different pages. They don't understand if an issue has been resolved yet. Maybe they're slow response times because the right teams haven't been looped in to resolve an issue as quickly as possible. And this all leads to a poor customer experience. So we're actually going to have Youssef walk you through a pretty interesting use case involving Jira, Salesforce, and Slack, where you can see sort of the best practice example of automating and streamlining issue management, which can which will lead to faster response times, visibility from all the different teams, and improved customer experience. So we will get into the demo right now. Hello, and thank you for joining today's, webinar. Our focus in the next few minutes is a, a lot of demonstration of how Jira, Salesforce, and Slack can work together, automatically to speed up incident resolution and keep every team, in the loop and eliminate a tedious copy and and paste, shuffle. So before we, dive into that specific use case, let's spend a few minutes, on a high level overview for, anyone, new to Celigo. Okay. So why is Celigo? That's the first question that we need to answer. Celica is a fully cloud platform that eliminates the the need for local infrastructure, enabling scalable, efficient, and cost effective integration strategies, and, designed for both technical and nontechnical users. It allows, teams to manage integrations with minimal IT involvement. And in the screen that you see here, this is the main, home page. Once you sign sign in to your account, this is the the main page that you will, land. So, first thing that you can notice, are these integration tiles. So integration tile is basically just like, a folder where you have multiple, what we call integration, flows. Those are like the assets, needed for your integration between different systems. So, these tiles have, have the possibility to be, I mean, you can move them, you can rename them, and have that the the name the naming can you can, like, use. It depends on how the way, the best way for you to organize your integrations. You can use, like, the business units names, or maybe, the use cases or just like if you are doing an integration, application to application, you can just name it something like Jira to, Jira Salesforce integrations. So, in every on every tile, you will see some notifications, status that can show you if the integration is one of the stages of the integration. Green, obviously, is, like, success. Red is the errors, and you can, like, just click on those errors and and see basically what are the errors that you you have in that integration. We will come and discuss this, later on during our demonstration. One other thing that you can see from the view on the tiles here is this connection. You can see if the connection is down or not. And and, basically, you can have, like, a overview of, what is the help of your integration. Okay. So, in in the top right here, you will see that you have, for every account, you can have, multiple environments, production and sandbox. So, what we recommend is basically to do the developments in sandbox, and, you have revision revisions here, which is, like, basically our integration life cycle management, and and you can take a snapshot of your integration once you are done with the the the development. Switch to, production And, from revisions, again, you can pull that snapshot and pull the the developments done in sandbox to your production, environment. You have on the left side, a number of things. So, you can see, what are the resources, which are the assets like connection, imports, exports. You can have also access to marketplace where you can, look up all the, prebuilt accelerators that we have, like templates and integration apps, and access to your city or university, to learn more about the platform. Alright. Let's let's get to why you you're already, showing up today, so which is the the main use case of, integration between, Jira and and and Salesforce. So now picture two teams. Right? So we have customer success working in in Salesforce and and focused on cases, customer notes, and SLAs. And and engineering is more focused on on tracking issues, like, bugs in the platform, and and they live mainly in in Jira. So you, when when a customer blocking bug appears, in the product, they both need to the same fax at the same time, but they are stuck in different tools. One is in Salesforce. The other one is in, Jira. And that gap causes, delays and duplicate, tickets and endless status chasing. So, to solve that, we had this integration, ready, which is like we have it as an accelerator, by the way, in the marketplace that you can download. You can you can basically sync all the issues from Jira to Salesforce cases, and you can also sync the comments from those issues to in in Jira to comments in in cases in in Salesforce. So today, I will dip that into this specific use case, which is Jira, issues to Salesforce cases and show you how you can, build this integration and use also something like Slack as an internal messaging to to build your notifications inside, like, a channel. I call this here incident ops. So other than these use cases, obviously, for IT service management, you have a lot of other things that you can do. You see that you can, manage the assets. You can manage the identities and the users. You can do the IT expenses. All these are, like, things and scenarios that can be automated, with the help of integration idle. Okay. So if we, let's deep dive into the the flow that we have today. So in this flow, as you can see, the main source is Jira. We are picking up the issues from created in Jira, and importing them as cases into Salesforce. Then we create we update the Jira with anything that we have in Salesforce, and we send the notifications to, to the incidents ops Slack channel, to notify the different teams. And if you have, like, someone else, like an IT ops, basically overview in this, this Slack channel, you want to have this information available for everyone. So the export that you have here is, this is, for the the flows that are scheduled, and you can schedule this flow to run with different frequencies. Let's say we want to have the flow running every five minutes. That's something possible with the crown expression. If not, if we if we are not in hurry and we want just to have, like, the those issues maybe synced every one hour, we can do that, from from the integration schedule here. Okay. So let's start with the export here in Jira. So in Jira, we are using the GQL to basically pull all the latest, issues created. And we are, we can use Delta to basically pull only the latest updated, Jira issues. In my case here, I'm just pulling just one record, the latest one every time, and, and and I'm pulling it just for, for the sake of, the demo here. So if I preview this, I would be able to get the latest, issue created in in Jira. So if I go to Jira and I create so this is Jira. This is customer success. Any any new, issue created for from for the customer success will be, will land in this to do list here. So I will create something. This is a task Like, incident. Very urgent. I'm not being very creative here, but just for the purpose of demo, let's give it some description. This is my content. Again, very creative. So, I will give it some due date, and I can create this. You see that it's created as CS34. So if I go back to Jira and I preview my export, I should be able to pull the one that I just created, c s 34, with the description. This is my content, and I think there is a summary, that shows what is the content of that issue. So what we are going to do next is to import this to, to Salesforce cases. In Salesforce, the object is basically, obviously, this case. So I I I, choose here to use just an insert, but you can do an up search here, and you can define what is the external ID that you have in, in, in Salesforce indicating what is the case, or the issue in in, Jira. So, basically, you can, update this and pull this information from the drop down pick list. In my case today, I will just choose to insert this to my Salesforce. Obviously, if you want to insert something, you have the possibility to map the data coming from says from Jira into, Salesforce. I'm I'm mapping just the status, the summary, priority, and, and the description. And notice that, for the status and the priority, I'm using a static, lookup, which is, so, basically, if I got something like so highest, it will be defined as high in Salesforce so that I can keep, my, exactly the values that's more expected in Salesforce. Same thing here. If it's in backlog in Jira, it would be new in Salesforce, etcetera. Once I get the the case, what I'm doing is I'm I'm I I take the the ID of that case created, and I will do, an import into, Jira this time. And I will map my information with, the ID that I created and some other information that I will add to update my, Jira issue here. Okay? As last step, I once everything is done, I choose to send this notification to my Slack channel. In the mapping, I am mapping, things like what is the, channel ID, and, this is how I I choose to have the notification, showing up in, in in in, Slack. And, yeah, those are the main mappings needed for, for this case. So let's so if I look at this, I don't have that case. Let's run the flow and see what will happen. So it's already, picking up the issue from Jira and creating the case in Salesforce. Then we will, have all the other flow, steps executed. Next. And we should expect to have a notification in incident ops. Incident ops is basically our Slack channel where we are sending this, this notification. And we got it. We got the notification. So, this flow, will make it possible for us to do a lot of things. We we will avoid any copy and paste between the two teams and two systems. We can have a faster answers to to the customers. So if someone is in the customer success team and is looking at the cases created, they can easily and, quickly get the information needed for that customer so that they can communicate that that information with the customer. Same thing for Jira. This is, by by the way, a bidirectional flow. So we are we we were looking at the this one, issues to cases. We have the the other direction, which is cases to Jira, which makes it like, the information will flow in both directions, the same way. As I mentioned at the beginning as well, we have the possibility to, sync the issue comments, with the case comments. So for that one, I don't recommend to have a Slack to pick up the the comments and everything because it will be just a a lot of information not needed really in in Slack. This this Slack here is more like informative for anyone who, from the company who is working, and have access to the Slack channel can be notified quickly that something is happening for a customer x y z and, that Jira, was created. This is the this is the information about what is the Jira I the Jira ID, what is the Salesforce case number, and a quick summary. Obviously, you can add a lot of other information. Not only this, you can build basically the link to this, g the to this case. Because if you click on this this case here, it's at the end, the URL is just like your, the URL of your instance, case and then that ID that we mapped here. So you can basically put the the whole URL clickable, in that, Slack. I think that was all what we wanted to cover, today. As I mentioned at the beginning, this is just a very simple use case between of integration that can be very helpful, between Jira and Salesforce, and it offers a lot of answers when it comes to providing, like, a a good customer service, and having, like, the information not siloed in different systems, but, available, in real time. One, last point that I wanted to to mention, I think I forgot that, to to mention it to when I was showing the the flow. This this, export here is is scheduled. Right? If we want to have the same thing but in real time, you we can do that by adding a source. Right? And we can select Jira. And this time, instead of selecting an export, we can select a listener. So we can listen in real time to, the issues created. And every time that an issue is created, it will trigger the flow to run instead of happening that flow scheduled, for, like, every one minute or every five minutes or every one hour or, like, the different, different options that you have here. Okay. I think that's all what we wanted to cover. If you have any questions, please do not hesitate to contact us and, to put your questions for the q and a. Thank you. And, yes. So, before so after before we get to the q and a, I think we have please do not hesitate to register for the next, product updates. You can just this way, you you you keep up with, with whatever you have whatever we release and whatever, new templates we have or any new bytes integration bytes that we, will try to show you, and, try to, make it, like, available for, all our customers and, and partners. So, I will go back to that q and a slide. So I think we have a couple of questions already. So, Chandra asked about if the session is recorded. Yes. It will be recorded, and available in twenty four hours. The second question, is from Alex. So did you say did you say there was a prebuilt template for this flow or essentially just can copy? Yeah. We have a prebuilt templates. And this is a good point because I want to show you something, because there is another question, with the same almost the same thing. Are there any other prebuilt templates for other ITSM type of applications. I will stop sharing for a second. Yeah. Let me share my screen. My screen. Yep. So, I I think you see here right now the, the marketplace. And if I look at something like Zendesk, you can see same thing. Zendesk says for something similar with, cases and tickets. If you do, ServiceNow, I think you will have also ServiceNow with Jira is a very, very, it's one of the prebuilt templates that are used by a lot of our customers. It makes it possible for you to, to sync as well incidents and issues between Jira and, and, and ServiceNow. And, obviously so there is another one with the Salesforce. The one that I just showed you has mainly, let me see, Jira. So it's I think it's, where is it? Jira. I think maybe it's in the Salesforce part. Yeah. It's it's I think there's, like, some issue. Yeah. It's here. Salesforce Jira Cloud Platform. If you preview the flows, it shows exactly what I just, explained in, in the demo, the issues to case integration and the comments as well, with, the other direction. It's bidirection bidirectional. And, also, you it will help you also sync things like, users and contacts because this this flow is basically, a break a request for the other flows. If you don't have the users and contacts synced between two platforms, you will not be able to, to, implement the other flows. Okay. I will go quickly. I think we have less than two minutes. Is it possible to automate also actions in Slack? Yes. So, in Slack, basically, the the last step when you are sending your message to Slack, you can build in your message that you are sending, something like like, buttons that can can, trigger some flows. So you can send the message with all the details related to the, Jira, Salesforce case, Jira, issue, and some button that will trigger something, some action in the platform. I can even build that logic in in in the in the platform. Another question from Alex. Don't think it was touched on, but I assume the best route would be to put the case into a queue. To someone would need to manually put account name? Yeah. I mean, there are different ways to implement this. As I said, this is just an example, and this is like this. The the template is built based on the best practice and what we see our customers using, in general. So you you you your eyes mean difference from the same integration and automation. There are different ways to, to implement it. I think we've covered all the questions. Please let us know. If you still have any other questions, you can, contact us by, by email, and we can we will make sure to, to answer your all your questions by, by email. And, the recording, you will receive it, in twenty four hours. Yeah. And thank you for joining again. Please do not hesitate to join us in the next one as well. Thank you.