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JIRA tenant - koji-sertification.atlassian.net

Jira Admin username - admin@company.com

Jira Admin password - admin_ Pas$w0rd

Customer username - customer@company.com

Customer password - customer_Pas$w0rd

JSDM project name - Certification

FAQ article title – Koji sample article

First authentication

Prerequisites

1. Login as a Jira Admin to test Jira Service Desk Management instance

2. Add the Koji application to your instance. To do so, follow the instruction described on the Installation page.

Steps

1. Log in as a user in a channel. When you open a newly installed application, the bot greets you.

2. Start talking to the bot. When the bot prompts you to log in, enter the following data:

Expected result

The authentication is carried out successfully, the bot accepts and processes your initial input.

Conversation scenarios: interactions

Quick answer

Prerequisites

1. As a JiraAdmin go to Projects > Certification > Koji backoffice.

2. In Koji backoffice, go to Koji settings > Search.

3. Enable the Search the local FAQ parameter:

Steps

1. As a user, go to 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

The bot shows you the FAQ article with title “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 Google G-Suite support search parameter:

Steps

1. As a user, go to 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

The bot shows you the article from Google Help center with the title “Create a Gmail account - Gmail Help”.

Request management — menu

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 the chat.

2. Start a new conversation.

3. Select the Request management option.

Expected result

The bot shows you the request management menu. It should include the following:

  • Project ID: it must match the project you’ve selected before

  • Filter by Status (Open by default)

  • Current request type (All by default)

  • List of requests (empty for the new customer)

  • Button Create new

  • Switcher Quick status preview/List mode

  • Button Done

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 the chat.

2. Start a new conversation.

3. Select the Request management option.

4. Click the Create new button in the menu.

5. Select a ticket type from the list and respond to all bot’s questions.

Expected result

The bot displays a success message with a link to the ticket. When you follow the link, it opens a ticket on the Certification customer portal.

Request management — file attachment

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 the chat.

2. Start a new conversation.

3. Select the Request management option.

4. Click the Create new button in the menu.

5. Select a ticket type from the list and respond to all bot’s questions.

6. When the bot asks about the request summary, you can attach files.

Expected result

The bot sends a success message with a link to the ticket. When you follow the link, it opens a ticket on the Certification customer portal. All the attached files are present, as a requests’ comments.

Conversation scenarios: direct input

Search in the internal knowledge base

Prerequisites

1. As a JiraAdmin go to Projects > Certification > Koji backoffice.

2. In Koji backoffice, go to Koji settings > Search.

3. Enable the Search the local FAQ parameter:

Steps

1. As a user, go to the chat.

2. Start a new conversation

3. Type Koji sample article.

Expected result

The bot shows you the FAQ article with the title “Koji sample article”.

Conversation scenarios: chat commands

#help

Steps

1. As a user, go to the chat.

2. Start a new conversation.

3. Type #help.

Expected result

The bot responds with instructions and tips of what you can do with the bot.

Live agent support

No operators available

Steps

1. As a user, go to the chat.

2. Start a new conversation.

3. Type talk to operator.

Expected result

The bot replies that no operators are available and that you can create a request.

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