Book Image

Mastering JIRA

By : Ravi Sagar
Book Image

Mastering JIRA

By: Ravi Sagar

Overview of this book

<p>JIRA is an issue-tracking tool from Atlassian and has gained immense popularity in recent years due to its ease of use and, at the same time, its customization abilities and finely grained control over various functions. JIRA offers functionalities for creating tasks and assigning them to users and many useful add-ons can be added such as JIRA Agile for Agile tracking and Groovy scripts, a powerful tool for administering customizations for customizations.</p> <p>This book explains how to master the key functionalities of JIRA and its customizations and add-ons, and is packed with real-world examples and use cases. You will first learn how to plan JIRA installation. Next, you will be given a brief refresher of fundamental concepts and learn about customizations in detail. Next, this book will take you through add-on development to extend JIRA functionality. Finally, this book will explore best practices and troubleshooting, to help you find out what went wrong and how to fix it.</p>

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Mastering JIRA
Ravi Sagar
May, 2015 | 336 pages
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Table of Contents (23 chapters)
Mastering JIRA
Mastering JIRA
Credits
Credits
About the Author
About the Author
About the Reviewer
About the Reviewer
www.PacktPub.com
www.PacktPub.com
Preface
Preface
Free Chapter
1
Planning Your JIRA Installation
Planning Your JIRA Installation
Planning the installation
System requirements
Setting up the MySQL database
The JIRA setup wizard
JIRA Directory structure, startup/shutdown scripts, and log files
Planning your upgrade
Updating JIRA add-ons
Applications, uses, and examples
JIRA core concepts
Summary
2
Searching in JIRA
Searching in JIRA
The Issue Navigator window
Searching the issues
Filters and subscriptions
An introduction to JQL
Browser shortcuts
Exporting issues in Excel, RSS, and XML
Bulk edit
Summary
3
Reporting – Charts to Visualize the Data
Reporting – Charts to Visualize the Data
Project reports
Gadgets for reporting purposes
Using add-on charts to visualize data
Summary
4
Customizing JIRA for Test Management
Customizing JIRA for Test Management
What is test management?
Creating Issue Types for test campaign and test cases
Customizing the workflow for a change in transitions
Capturing additional data from a user on state transitions
Learn how to make certain fields mandatory only for test case
Limiting the project visibility to certain group and individuals
Learn how to hide a specific issue from the user within a project
Versions and components
Summary
5
Sample Implementation of Use Cases
Sample Implementation of Use Cases
Gathering the requirements
Preparing the JIRA configuration document
Setting up JIRA for helpdesk/support tickets
Setting up JIRA for requirement management
Setting up JIRA for bug tracking
Changes in the customizations
Summary
6
User Management, Groups, and Project Roles
User Management, Groups, and Project Roles
User and group management
Working with project roles
Types of administrators
Summary
7
Configuring JIRA User Directories to Connect with LDAP, Crowd, and JIRA User Server
Configuring JIRA User Directories to Connect with LDAP, Crowd, and JIRA User Server
The authentication mechanism in JIRA
Allowing other applications to connect to JIRA
Synchronizing user and group information
Summary
8
JIRA Add-on Development and Leveraging REST API
JIRA Add-on Development and Leveraging REST API
Setting up the Atlassian plugin SDK
Installing the Atlassian SDK on Windows
Creating the Helloworld plugin
Setting up the Eclipse IDE
Leveraging the JIRA REST API
Summary
9
Importing and Exporting Data in JIRA
Importing and Exporting Data in JIRA
The Backup System
The Restore System utility
The Project Import utility
External system import using CSV
10
Working with JIRA Agile
Working with JIRA Agile
Product overview – what is JIRA Agile?
Scrum boards
Kanban boards
Managing multiple teams and projects using boards
Summary
11
JIRA Administration with Groovy Script Runner
JIRA Administration with Groovy Script Runner
Installing Script Runner
Built-in scripts for administration
Modifying the JIRA workflow with conditions, validators, and post functions
Accessing powerful JQL functions
Summary
12
Accessing the Database
Accessing the Database
JIRA's database schema
Accessing MySQL
Accessing PostgreSQL
User table
The jiraissue table
The customfield table
The customfieldvalue table
Some useful SQL queries
Summary
13
Customizing Look and Feel and Behavior
Customizing Look and Feel and Behavior
How to add your own CSS
Adding JavaScript to show/hide a field
Velocity templates
Summary
14
JIRA Best Practices
JIRA Best Practices
A note of caution before modifying default schemes and configurations
The JIRA customization process
Using the project context to assign different options in multiple projects
Creating too many custom fields – a factor in slow performance
Choosing a custom field type wisely
Defining permissions
JIRA's Audit Log
Adding the Announcement Banner
Adding an introduction
Performing indexing from time to time
Summary
15
Troubleshooting JIRA
Troubleshooting JIRA
Atlassian support
Common configuration issues
Increasing memory
Integrity Checker
Summary
Integrating JIRA with Other Tools
Integrating JIRA with Other Tools
JIRA with the Subversion plugin
JIRA with Bitbucket and GitHub
JIRA with other Git repositories
JIRA with Confluence
Summary
Index
Index

Setting up JIRA for helpdesk/support tickets

Companies that have software products and applications used by various customers or clients usually need a system where their users can raise their complaints, suggestions, and feedback. There are various dedicated open source and proprietary tools for this activity, but JIRA can be easily customized to act like a helpdesk or a support ticketing system.

Issue types

The helpdesk has a mechanism to capture the support requests for customers. We will also create a new issue type called Support Request for this purpose:

Scheme Name

Issue Types

Remarks

Helpdesk—Issue Type Scheme

Support Request

Improvement

Bug

New Feature

New User Request

Sub-task

This creates issue types that are not available

Workflow

We will use a custom workflow for the Support Request issue type, which is described next. It is almost identical to the default JIRA workflow, except for two additional states—Waiting for Client and On Hold:

From

To

Remarks

Open

In Progress

Resolved...

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