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Weekly IT Operations Digest

Example prompt: "On Friday afternoon, pull together the week's helpdesk numbers, longest-open tickets, change-window outcomes, and outstanding access requests into a short briefing I can read first thing Monday before the team meeting."

The Problem

The Monday IT team meeting always starts the same way — the lead asks how the week went, three different people answer with three different numbers, and the first ten minutes go on reconciling whose figures are right rather than deciding what to do. The data is in Zendesk and Jira, but pulling it together is half an hour of dashboard-flipping that the lead does not have between the all-hands and the standup. So the meeting runs on memory, and the same recurring issue gets discussed for the fourth Monday in a row.

How GloriaMundo Solves It

We build a workflow that runs every Friday at 16:00. An integration step pulls the week's ticket activity from Zendesk — new tickets, resolved tickets, currently open by priority, and the five oldest unresolved cases. Another integration step pulls Jira for the change-management board — what was scheduled, what shipped, what got rolled back, what is still in progress. A third integration step pulls the access-request queue from Jira Service Management — what is open, what is over its SLA, what has been waiting on a manager approval for more than three days. A code step joins the lot into a single dataset, computes the week-on-week deltas, and works out the three or four numbers that have moved the most. An LLM step writes the briefing — two paragraphs of plain-English summary, then a short bullet list of the items worth talking about on Monday, then the raw numbers in a table at the bottom for anyone who wants to dig in. An integration step delivers it as a Slack DM to the IT lead and the deputies on Friday evening so it is sitting in their inbox over the weekend. Glass Box preview shows the queries, the numbers, and the drafted briefing before anything is sent.

Example Workflow Steps

  1. Trigger (scheduled): Every Friday at 16:00.
  2. Step 1 (integration): Pull from Zendesk — new tickets this week, resolved this week, currently open by priority band, and the five oldest unresolved cases with subject and age.
  3. Step 2 (integration): Pull from Jira — change-management tickets scheduled in the week, completed, rolled back, and in-progress with their next gate.
  4. Step 3 (integration): Pull from Jira Service Management — open access requests, over-SLA cases, and approvals waiting on a manager for more than three days.
  5. Step 4 (code): Join the three datasets, compute week-on-week deltas against the previous week's figures, and surface the three or four numbers that have moved the most.
  6. Step 5 (LLM): Draft the briefing — a two-paragraph plain-English summary, a short bullet list of items worth raising on Monday, and a table of the raw figures at the bottom.
  7. Step 6 (integration): Send the briefing as a Slack DM to the IT lead and the deputies, with a copy stored in the leadership shared drive for the record.

Integrations Used

  • Zendesk — the week's helpdesk ticket activity by priority and the oldest unresolved cases
  • Jira — the change-management board and the access-request queue with SLA and approval status
  • Slack — the channel for the digest delivery to the IT lead and the deputies
  • Google Drive — the leadership folder where each Friday's digest is filed for the running record

Who This Is For

IT operations leads with a team of three to fifteen people running across helpdesk, change management, and access provisioning, where the Monday meeting is the one chance in the week to set direction and the lead does not want to spend it triaging numbers.

Time & Cost Saved

Pulling the figures by hand from Zendesk and Jira is 30-45 minutes, and the lead either does it on Friday evening on their own time or does it Monday morning in front of the team. The workflow does the pull and the deltas automatically; the saving is partly the lead's time and partly the difference between a meeting that starts with everyone on the same numbers and one that starts with the first ten minutes spent agreeing what the numbers are.