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JIRA Siebel Training by HC120807181543

VIEWS: 43 PAGES: 21

									Atlassian
Voice of the Customer Webinar

JIRA super-sized

 Joanna Thurmann
 JIRA Systems Administration    December 10, 2008
    Agenda
     Why JIRA – before and after
     Living Large / Vital Signs
     JIRA Strengths / Weaknesses (at Polycom)
     Best practices (deployment, project setup, sys admin, ownership)
     Demo
         Polycom Customizations
         Bidirectional integration with Siebel CRM
         Integration Framework
     JIRA Scalability
     About our partner CustomWare
     Q&A

2    POLYCOM CONFIDENTIAL
    About Polycom

     Polycom is the global leader in telepresence, video, and voice
     solutions
     Polycom allows you to connect anytime, anyplace and with any
     device in a virtual experience as natural as being there
     www.polycom.com




3     POLYCOM CONFIDENTIAL
    Before JIRA - Challenges
      Too much of everything
        Multiple acquisitions in a short timeframe
        Large geographically dispersed userbase
        Varying business practices
        Plethora of tools: DevTrack, Bugzilla, Mantis, small JIRA, Test
         Director, spreadsheets & emails
      Resistance to change in silo organizations
      Knowledge Gap
      Poor Communication
      Duplication
      No integration




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    After JIRA
      Satisfied Customers – visibility into their feature requests
      Great communication (within engineering and service)
      Efficient & clear processes
      Transparency
      Consistency
      Accountability (through unified metrics)
      Cost Savings
          Fewer resources to do the same job
          Fewer tools
          Low maintenance cost



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    Environment Overview
      Single Global Instance
      Accessible externally
      Bug-tracking & Feature Requests
      Enterprise 3.7.4 (migrating to 3.13.2 in Jan 09)
      Windows Server 2003 Standard Edition 64-bit
      SQL Server 2005 Standard Edition
      Internal Users, Partners, Customers




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    Living Large – JIRA Vital Signs
      Issues = 115,000
      Projects = 120
      Custom Fields = 310
      Workflows = 70
      Total Users = 3000     Groups = 300
      Growth of ~2,000 new issues / month
      250 concurrent users at peak times




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7     POLYCOM CONFIDENTIAL
    JIRA Strengths - at Polycom

     Feature-rich and robust
     Intuitive and user-friendly
     Extensive configurability to suit varying business needs
     Easy to install, support and customize
     Inexpensive!
     Great support from Atlassian
     It just works -- ‘as advertised’




8     POLYCOM CONFIDENTIAL
    JIRA Weaknesses - at Polycom
     Search
     Permission/Security
     Globalization: no local user time zones
     Limitations on granularity of Product data
         No subcomponents or subversions
         Cascading select field - cannot be displayed on graphs, charts or
          have a multiselect searcher template
     System Administration ‘hassles’
     User/Group Administration
     Scalability




9     POLYCOM CONFIDENTIAL
     Best Practices – Large Deployment
       “Just get them in and let them play”
       Embrace ‘brute-force’ migration
       Do Barn raising
       Buy Enterprise Edition
       Invest in ‘enterprise-worthy’ hardware and environment
       Determine ‘must-have’ versus ‘nice-to-have’ features
       Get familiar with the top most requested JIRA feature list
       Find a good partner up front (CustomWare)
       Consider scalability up-front: size grows quickly & performance and
       memory can become a problem




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     Best Practices – Project Setup
       Develop Standards: project naming, notifications, use project roles
       Pre-determine Project Structure :
           many small projects (i.e. one per product)
           fewer bigger projects with more components, versions, &
            cascading select custom fields to group issues by
            ProductLine~Product and Release~Build
       Understand the Resolution field!
       Custom Fields
           Limit Context by Project/Issue Type
           Reuse




11      POLYCOM CONFIDENTIAL
     Best Practices – System Admin
       Limit schemes – use Project Roles
       Don’t go crazy with plugins
       Preventative Health - schedule routine restarts & reindexes
       Good cop/ Bad cop - be generous on ‘standardized’ options
       Pre-record training & link it in JIRA




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     Best Practices – Look Who’s Driving
     Who       system admin                  super-users (divisional jira-admins)

     Why       Knows the system better       Knows the business better
     What        Manage system fields          Manage workflows
                 (priorities, issue types,     Manage components/versions
                 resolutions, statuses)        Manage custom field values
                 Create Projects               Bulk operations
                 Manage users/groups           Create shared filters & group filter
                 Define standards              subscriptions
                 Approve plugins               Determine permissions
                 Manage security               Determine notifications

     How       Communicate well              Train them well

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     Demo – Polycom Customizations
      JIRA/Siebel Integration
      Post Function to set a Group Interested-Party field based on the
      Component selected during issue creation
      Post Function to set Resolution based on value of a custom field
      Post Function to Set Custom Fields during workflow transition
      Post Function which links issues and copies Reporter & Interested
      Parties to linked issue
      Change Reporter during Cloning
      New issue operation to send ad-hoc emails
      Set Default Comment Visibility (to a group vs. “All Users” )
      Custom Search Page – search custom fields by LastUpdate time


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     Solution Overview: CRM / JIRA Integration



     Customers          Call Center / Tech Support
                                  Tier1

                                  Tier2                             Engineering
                                                     JIRA/ Siebel
                                  Tier3
                                                      Integration




15       POLYCOM CONFIDENTIAL
     Solution Detail: Siebel / JIRA Integration
       Real-time integration
       Siebel user clicks button to escalate Service Request to Engineering
       Siebel sends XML message to JIRA
       A JIRA custom plugin reads the msg, maps various system and custom
       fields and creates an issue with comments
       Siebel response message is presented to the user
       Bidirectional updates are sent ‘on-demand’ between Siebel and JIRA
       Attachments are extracted out of Siebel and put onto separate server,
       accessible via custom field link in JIRA
       Appropriate Notifications are sent by both systems
       Java servlet over HTTP


16      POLYCOM CONFIDENTIAL
     Scalability Goals
        Improve JIRA performance – esp. remotely
        Long-term stability
        Redundancy and increased uptime

     Scalability Options
        Archiving (custom solution)
        JIRA Clustering from WANdisco
        JIRA MultiSite from WANdisco



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17      POLYCOM CONFIDENTIAL
     Clustering & MultiSite by WANdisco
       Clustering balances workload across servers at a single site over a LAN
       MultiSite balances workload across multiple sites over a WAN and
       resolve WAN latency issues
       Both solutions can be implemented in combination
       Provides self-healing & eliminates risk in disaster recovery




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18     POLYCOM CONFIDENTIAL
     Archiving – Customized Solution
       One-way archiving
       Archiving as an “issue operation” on per-issue basis
       Archiving ‘in bulk’ via page similiar to bulk operations
       JIRA Archive becomes read-only
       JIRA Archive has fixed project schemes (i.e. same permissions
       and workflow across the board for all issues)
       JIRA Archive and JIRA Production run same version
       Issue keys may or may not be preserved
       Issue stubs may or may not be preserved
       Attachments would be archived separately behind the scenes


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19     POLYCOM CONFIDENTIAL
     Partner - CustomWare
     http://www.customware.net/
     Gold Atlassian Partner based out of Australia
     CustomWare is an Atlassian Partner providing rapid implementation,
     training and support to Atlassian customers worldwide
     They worked on and offsite
     Strong Enterprise Integration background, understanding of Web
     Services, Siebel etc.
     Fast, reliable & thorough – they *really* know the Atlassian products
     Have a large team and 7 x 24 support
     Helped us with some complex custom Bugzilla migrations
     Have lots of plugins for JIRA and Confluence, including Salesforce.com
     integration for both products.

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     Q&A




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