Jira Service Management Automation

End-to-end pattern for Slack → Jira ticket intake, auto‑triage, SLA routing, and self‑service knowledge with Confluence + ChatGPT.

🧰 Overview

This repo demonstrates how to reduce repetitive tickets and speed up IT responses by connecting Slack forms, Jira Automation rules, and a searchable KB.

⚙️ Implementation Highlights

• Slack forms (or /slash commands) call a webhook → create Jira issues
• Jira Automation sets priority, assigns groups, and posts status messages
• SLA policies by request type, with operational dashboards
• Confluence KB articles recommended by category (optionally ChatGPT‑assisted)

🏗️ Structure

/scripts/
  slack_to_jira_webhook.py   # receives Slack payloads → Jira REST
  kb_recommend.py            # suggests KB based on labels
/docs/
  workflows/*.png            # diagrams
  automation/*.json          # export of JSM rules
/examples/
  slack_payload.json
  jira_issue_example.json

🚀 Quick Start

python ./scripts/slack_to_jira_webhook.py --port 8080 --dry-run
# Test with: curl -X POST http://localhost:8080/hook -d @examples/slack_payload.json -H "Content-Type: application/json"

📈 Results (typical)

• ~40% reduction in repetitive “how do I” tickets
• Faster SLA response + clearer communication in Slack
• Better reporting for weekly ops reviews

🔐 Notes

• Store secrets (Jira token, Slack signing secret) in env vars or a secret manager
• Redact PII before sharing payload examples

🛣️ Roadmap

• MS Teams intake option
• Form validation + adaptive cards
• JSM Assets integration for device requests

🧠 Skills & Tools

Jira Service Management Slack API Automation Confluence ChatGPT

📝 License

MIT — see LICENSE.

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Artifacts

• /docs/ step-by-step with screenshots
• /scripts/ repeatable automation
• /dashboards/ sample JSON/PBIX (if relevant)
• /templates/ redacted policies/SOPs

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Contact

• Email: suresh@echand.com
• LinkedIn: linkedin.com/in/sureshchand01