Oomnitza Bot for Slack enables every employee to efficiently report issues about their devices in Slack. Jira Service Desk, Jira Cloud, Jira Server, ServiceNow, and Zendesk are supported.
Contents
Installation
Getting started with Oomnitza Bot is easy. Simply search for “Oomnitza Bot” in the Slack App Directory, or click on the “Add to Slack” button. Once the bot has been installed, it will be available for each person in your workspace.
The Oomnitza Bot requires the ability to send messages, as well as to introduce a new bot user in your Slack workspace. Once the authorization is complete, you will be redirected to the configuration page.
Configuration
To complete the installation flow, you will be prompted for configuration settings for Oomnitza and Jira. These settings will be used by Oomnitza Bot when interacting with Oomnitza and creating Jira tickets
Configuring Oomnitza
The first configuration step will be connecting Slack to Oomnitza. You may begin by providing the full URL to your Oomnitza instance. As soon as you enter the URL, Slack will automatically verify that the system can be reached. You will then be prompted for an API token to complete authentication.
To create a new token for the Oomnitza Bot, click on the “Oomnitza API Token” hyperlink to open a new tab to your System Settings. Click on “API”, and then click “+ Add New”. Provide a name, such as “Oomnitza Bot”, and create the token. Copy and paste the new token value into the configuration page.
After clicking “Connect”, you may choose between “Jira Cloud”, “Jira Server”, “Zendesk” ticketing integrations. You will also need to choose an “Oomnitza Asset Label”. The purpose of this setting is to choose the best field that describes the asset (e.g. “Model” or “Device Name”). Any time the Slack Bot displays an asset record, this is the field it will use to represent the device.
Configuring Jira Service Desk / Jira Cloud
The final stage of the configuration is to connect Slack with Jira. You will begin by providing the full URL to your Jira instance. Once entered, Slack will automatically verify that the instance exists and is accessible. Proceed to enter a valid Jira Username, as well as a Jira API Token. There is a link to create a new Atlassian API token. Once you provide the information and click “Connect”, the we’ll need to complete the Jira configuration.
Select the “Jira Project” where you would like to create issues. If the project is a Jira Service Desk project, you will then be prompted to select a “Jira Request Type” (e.g. “Get IT Help”, “Desktop/Laptop Support”, etc.). However if the project was a different type, such as Software project, you would be prompted to select a “Jira Issue Type” (e.g. “Incident”, “Task”, etc.).
Atlassian has introduced a brand new “Assets” field in Jira Service Desk, which will be automatically populated with the associated asset when tickets are created.
Once you click “Finish”, the Oomnitza Bot will save the configuration and send an introductory message to the authorized channel. You are now ready to chat with Oomnitza Bot!
Configuring Jira Server
The final stage of the configuration is to connect Slack with Jira Server. You will need to provide an email address used to report issues in your on-premise Jira Server. Once you provide the information and verify, please click “Connect”.
In order for the Oomnitza Bot to know that a ticket was successfully created, a webhook in Jira Server must be configured.
- Navigate to /plugins/servlet/webhooks in your Jira Server
- Click "+ Create a Webhook"
- Provide a name value (i.e. 'Oomnitza Bot')
- Enter the URL: https://chatbot-service.oomnitza.com/api/v1/assistant/slack/webhook_jira_server
- Provide JQL to filter events. (i.e. 'summary ~ "Oomnitza"')
- Check the "created" box under the "Issue" section
- Click "Create"
Once you click “Finish”, the Oomnitza Bot will save the configuration and send an introductory message to the authorized channel. You are now ready to chat with Oomnitza Bot!
Configuring ServiceNow
The final stage of the configuration is to connect Slack with ServiceNow. You will begin by providing the full URL to your ServiceNow instance. Once entered, Slack will automatically verify that the instance exists and is accessible. Proceed to enter a valid ServiceNow Username, as well as a ServiceNow Password. Once you provide the information and click “Connect”, the provided credentials will be authenticated.
Configuring Zendesk
The final stage of the configuration is to connect Slack with Zendesk. You will begin by providing the full URL to your Zendesk instance. Once entered, Slack will automatically verify that the instance exists and is accessible. Proceed to enter a valid Zendesk Username, as well as a Zendesk API Token. There is a link to create a new Zendesk API token. Once you provide the information and click “Connect”, then we’ll need to complete the Zendesk configuration.
Select the “Zendesk Request Type” that should be used for reported issues. The default options are “Incident”, “Task”, “Question”, or “Problem”.
Once you click “Finish”, the Oomnitza Bot will save the configuration and send an introductory message to the authorized channel. You are now ready to chat with Oomnitza Bot!
Usage
To interact with Oomnitza Bot, simply send the bot a direct message, or mention it in a channel via “@Oomnitza Bot”. The recommended way to interact with the Oomnitza Bot is via Direct Messages, however the Oomnitza Bot will work in a channel as well, and maintain appropriate context when chatting with different users.
The Bot can handle a number of common interactions, however the primary use case is to help report issues about your devices. Try out: “Hello”, “What’s my name?”, “Report new issue”, “How many things do I have?”, “Which devices belong to me?”, “Help”.
Use Case: Report Device Issue
The primary feature available is to report issues about your things. Since the Oomnitza Bot knows who you are, and what things you have, it can help employees efficiently report issues (even if they do not have direct access to Oomnitza or Jira).
“@Oomnitza Bot I want to report an issue”
or
“@Oomnitza Bot I want to create a ticket”
or
“@Oomnitza Bot I'm having trouble with my device”
The Oomnitza Bot will recognize a variety of inputs to understand that you want to report a problem and create a ticket about a device. The bot will automatically look up your devices, and ask you to select one from the list. You can always type “other” to specify a device that is not assigned to you.
The Oomnitza Bot now has everything it needs to report an issue on your behalf. It will link the asset, provide your description, and ensure that the issue gets resolved promptly.
Basic Interactions
Aside from the primary use case of reporting issues, the Oomnitza Bot supports a number of basic interactions. The responses and supported messages will continue to evolve over time.
|
Example Message |
Example Response |
|
"How many things do I have?" |
"I've found 3 assets that are assigned to you Trent." |
|
"What assets belong to me?" |
"I've found the following assets that belong to you:" |
|
"What does @Julia have?" |
"I've found the following devices assigned to @Julia:" |
|
"How many things does @Nick have?" |
"There are 2 assets assigned to @Nick." |
|
"I'd like to report an issue for @Isaac." |
"Which device of @Isaac's do you need help with?" |
|
“Hello!” “Hi” |
“Good day.” |
|
“How are you?” |
“I’m doing well, thank you for asking!” |
|
“What are you?” |
“You can call me Oomnitza Bot. I am here to help you with your things.” |
|
“What’s my name?” “Who am I?” “What do they call me?” “Say my name!” |
“You are John Smith!” “John Smith, of course!” |
|
“Help” |
Oomnitza Bot is here to help! Report issues related to your things with ease. Since assignment information exists in Oomnitza, I can look up your things and make it simple to select a device. Examples: "@Oomnitza Bot report an issue" |
|
“Cancel” |
“Got it” or “There is nothing active for me to cancel!” |
|
“Thanks!” “Thank you” |
“You're welcome.” |
|
“When did Oomnitza start?” “When was the company founded?” |
“The company was started back in 2012.” |
|
“How old are you?” “What’s your age?” “How long have you existed?” |
“2018 is when I was created.” |
|
“Are you real?” “Are you fake?” “Are you a robot?” |
“I'm a bot that was created to help you.” |
|
“What do you like?” |
“I enjoy searching the web and learning new skills.” |
|
“Goodbye” “Bye” |
“Let me know if you need further assistance.” |
Getting support
Contact bot-support@oomnitza.com.
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