Design of the Technological Solution for the PSIS Service
Open Administration of Catalonia (AOC)
In the case of Planeta, several factors had to be taken into account:
Planeta's IT Department had several objectives:
To understand the main challenge, the starting point was a configuration based on the replication of actions between Service Management and Software projects. The change to the new model meant transforming the entire workflow defined in the projects, restructuring the permissions system and the user groups involved.
Thus, not only more than 140,000 tickets had to be migrated, but also unresolved tickets had to be transformed to the new Cloud system in order to be able to continue processing them.
In addition, the structure of the CMDB (Configuration Management Database for asset control) was in another medium, so it had to be incorporated into the new system and integrated with the fields that already used their tickets.
As for the users, those who were already registered in the Cloud environment had to collect all the data they had in the Server environments. They had different domains and repeated emails, which made the migration difficult because in the Cloud the emails must be unique and only the domains claimed by the company can be managed by the administrators.
In order to meet the client's needs in terms of administration and scaling of functionalities, rules were implemented using a functionality offered by Jira by default called "Automations". This allows configuring transparent automated actions for users, which are activated according to the configuration determined by the administrators.
During the migration, rules were created that detected when a migrated ticket was still unresolved and then replicated it with the new settings linking to the original to maintain the history.
In addition, to minimize escalation time, the creation and management process was automated. During creation, all fields with important values are replicated and the user is only asked to specify the minimum necessary information, so the new ticket is created with the previously configured values.
Additionally, during the management of the escalated ticket, automatic actions were created that modify the related request so that the user only has to worry when the ticket is in certain states.
Regarding the use of generic workflows and management of multiple projects, they have been refactored taking into account and updating to the new requirements.
The result of this refactoring is reflected in watertight projects with their specific configuration for each area. Also taken into account in this phase was the rethinking of groups, roles and permissions, standardizing the model and thus being able to scale in a uniform way in the future.
Regarding users, in order to provision them to the application and manage their credentials, a new connection to the client's Active Directory was implemented with the Atlassian Access tool. To do this we had to define a unique domain for the company and thus we could claim all users registered in Atlassian Cloud who had the corporate mail.
Finally, through the project planning established at the beginning and the periodic follow-up meetings marked, the new instance was put into production on the desired date.
Making the migration provided Planeta with results such as:
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