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FAQ article title – Koji sample article
First authentication
Prerequisites
Login as a Jira Admin to test Jira Service Desk Management instance
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Follow the appropriate instruction here: Installation
Steps
Login as a user in a channel. When you go to the newly installed application, the bot will greet you. Start talking to the bot. When the bot prompts you to log in, enter the following data:
Domain: koji-sertification.atlassian.net
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Password: customer_Pas$w0rd
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Expected result
Bot will resume your initial input after successful authentication.
Conversation Scenarios: interactions
“Quick answer”
Prerequisites
As JiraAdmin navigate to Projects -> Certification -> Koji backoffice
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Enable the following parameter:
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Steps
As a user go to chat, start the new conversation, select “Quick answer” option.
On a bot question reply: “Koji sample article”.
Expected result
Bot will show you FAQ article with title “Koji sample article”
“Google support”
Prerequisites
As JiraAdmin navigate to Projects -> Certification -> Koji backoffice
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Enable the following parameter:
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Steps
As a user go to chat, start the new conversation, select “Google support” option.
On a bot question reply: “How can I create Gmail account?”.
Expected result
Bot will show you the article from Google Help center with title “Create a Gmail account - Gmail Help”
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“Request management” - menu
Prerequisites
You should pass authentication for the first time with the bot.
First time when you start manage your requests bot may also ask you for a project, so you will need to select one JSDM project from the list bot provides to you.
Steps
As a user go to chat, start the new conversation, select “Request management” option.
Expected result
Bot will show you the request management menu. There should be:
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“Request management” – create new request
Prerequisites
You should pass authentication for the first time with the bot.
First time when you start managing your requests bot may also ask you for a project, so you will need to select one JSDM project from the list bot provides to you.
Steps
As a user go to chat, start the new conversation, select “Request management” option.
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Select ticket type from the list and respond to all bot’s questions
Expected result
Bot will send a success message with a link to the ticket. When you follow the link it will open a ticket on the Certification customer portal.
“Request management” – file attachment
Prerequisites
You should pass authentication for the first time with the bot.
First time when you start managing your requests bot may also ask you for a project, so you will need to select one JSDM project from the list bot provides to you.
Steps
As a user go to chat, start the new conversation, select “Request management” option.
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When bot will ask about request summary you can attach files to your message
Expected result
Bot will send a success message with a link to the ticket. When you follow the link, it will open a ticket on the Certification customer portal. All the attached files will present, as a requests’ comments.
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Search in the internal knowledge base
Prerequisites
As JiraAdmin navigate to Projects -> Certification -> Koji backoffice
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Enable the following parameter:
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Steps
As a user go to chat, start the new conversation with “Koji sample article”.
Expected result
Bot will show you FAQ article with title “Koji sample article”
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Conversation Scenarios: chat commands
#help
Steps
As a user go to chat, start the new conversation with “
#help”.
Expected result
Bot will respond with an instructions and tips of what can you do with the bot
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Live Agent Support
No operators available
Steps
As a user go to chat, start the new conversation with “
talk to operator”.
Expected result
Bot will reply that no operators are available but you can create a request.