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FAQ article title – Koji sample article
First authentication
Prerequisites
1. Login as a Jira Admin to test Jira Service Desk Management instance
Username: admin@company.com
Password:
admin_ Pas$w0rd
2. Add the Koji application to your instance. Follow the appropriate instruction here: Installation To do so, follow the instruction described on the Installation page.
Steps
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1. Log in as a user in a channel.
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When you open a newly installed application, the bot
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greets you.
2. Start talking to the bot. When the bot prompts you to log in, enter the following data:
Domain: koji-sertification.atlassian.net
Username: customer@company.com
Password:
customer_Pas$w0rd
Expected result
Bot will resume The authentication is carried out successfully, the bot accepts and processes your initial input after successful authentication.
Conversation
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scenarios: interactions
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Quick answer
Prerequisites
1. As a JiraAdmin navigate go to Projects - > Certification - > Koji backoffice.
Inside 2. In Koji backoffice navigate , go to Koji settings - > Search.
3. Enable the following Search the local FAQ parameter:
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Steps
1. As a user, go to
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the chat.
2. Start a new conversation.
3. Select the Quick answer option.
4. When a bot asks you a question, reply with “Koji sample article”.
Expected result
Bot will show you The bot shows you the FAQ article with title “Koji sample article”
“Google support”
Prerequisites
As JiraAdmin navigate to Projects -> Certification -> Koji backoffice
Inside Koji backoffice navigate to Koji settings -“Koji sample article”.
Google support
Prerequisites
1. As a JiraAdmin go to Projects > Certification > Koji backoffice.
2. In Koji backoffice, go to Koji settings > Search.
3. Enable the following Google G-Suite support search parameter:
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Steps
1. As a user, go to
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the chat.
2. Start a new conversation.
3. Select the Google support option.
4. When a bot asks you a question, reply with “How can I create Gmail account?”.
Expected result
Bot will show The bot shows you the article from Google Help center with the title “Create “Create a Gmail account - Gmail Help”
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Help”.
Request management — menu
Prerequisites
You
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have passed the authentication for the first time with the bot.
First time when you start
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managing your requests, bot may
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ask you for a project, so you
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must select one JSDM project from the list bot provides to you.
Steps
1. As a user, go to
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the chat.
2. Start a new conversation.
3. Select the Request management option.
Expected result
Bot will show The bot shows you the request management menu. There It should beinclude the following:·
Project ID
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: it must match the project you’ve selected before
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Filter by Status (Open by default)
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Current request type (All by default)
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List of requests (empty for the new customer)
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Button
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Create new
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Switcher Quick status preview/List mode
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Button Done
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Request management — create new request
Prerequisites
You
...
have passed the authentication for the first time with the bot.
First time when you start managing your requests, bot may
...
ask you for a project, so you
...
must select one JSDM project from the list bot provides to you.
Steps
1. As a user, go to
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the chat.
2. Start a new conversation.
3. Select the Request management option.
4. Click the Create new button in the menu
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.
5. Select a ticket type from the list and respond to all bot’s questions.
Expected result
Bot will send The bot displays a success message with a link to the ticket. When you follow the link, it will open opens a ticket on the Certification customer portal.
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Request management — file attachment
Prerequisites
You
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have passed the authentication for the first time with the bot.
First time when you start managing your requests, bot may
...
ask you for a project, so you
...
must select one JSDM project from the list bot provides to you.
Steps
1. As a user, go to
...
the chat.
2. Start a new conversation.
3. Select the Request management option.
4. Click the Create new button in the menu
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.
5. Select a ticket type from the list and respond to all bot’s questions.
6. When the bot
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asks about the request summary, you can attach files
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.
Expected result
Bot will send The bot sends a success message with a link to the ticket. When you follow the link, it will open opens a ticket on the Certification customer portal. All the attached files will are present, as a requests’ comments.
Conversation
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scenarios: direct input
Search in the internal knowledge base
Prerequisites
1. As a JiraAdmin navigate go to Projects - > Certification - > Koji backoffice.
Inside 2. In Koji backoffice navigate , go to Koji settings - > Search.
3. Enable the Search the following local FAQ parameter:
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Steps
1. As a user, go to
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the chat.
2. Start a new conversation
3. Type Koji sample article
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.
Expected result
Bot will show you The bot shows you the FAQ article with the title “Koji sample article”
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“Koji sample article”.
Conversation scenarios: chat commands
#help
Steps
1. As a user, go to
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the chat.
2. Start a new conversation
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.
3. Type #help”.
Expected result
Bot will respond with an The bot responds with instructions and tips of what you can you do with the bot.
Live
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agent support
No operators available
Steps
1. As a user, go to
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the chat.
2. Start a new conversation
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.
3. Type talk to operator”.
Expected result
Bot will reply The bot replies that no operators are available but and that you can create a request.