Book Image

JIRA 7 Administration Cookbook - Second Edition

By : Patrick Li
Book Image

JIRA 7 Administration Cookbook - Second Edition

By: Patrick Li

Overview of this book

JIRA 7 Administration Cookbook, Second Edition covers all the new major features that provide better prioritizing capabilities, enhanced visibility, and the ability to customize JIRA application to meet your needs. We start by upgrading your existing JIRA instance and working through tasks you can perform at the server level to better maintain it. We then delve deep into adapting JIRA to your organization's needs, starting with the visual elements of setting up custom forms to capturing important data with custom fields and screens, and moving on to ensuring data integrity through defining field behaviors. You'll gain insights into JIRA's e-mail capabilities, including managing outgoing e-mail rules and processing incoming e-mails for automated issue creation. The book contains tips and tricks that will make things easier for you as administrators, such as running scripts to automate tasks, getting easy access to logs, and working with tools to troubleshoot problems. The book concludes with a chapter on JIRA Service Desk, which will enable you to set up and customize your own support portal, work with internal teams to solve problems, and achieve optimized services with SLA.
Table of Contents (15 chapters)
JIRA 7 Administration Cookbook - Second Edition
Credits
About the Author
About the Reviewer
www.PacktPub.com
Preface

Collaborating with your internal teams on service requests


The traditional workflow of a service desk will involve a customer raising a request, and an agent working with the customer to come up with a solution. This will usually work in scenarios where the problem is simple and straightforward to solve. However, in many real-world situations, the problem can be complicated, and may require multiple people from different teams to collaborate together to be resolved.

In this recipe, we will look at how to collaborate with people outside of the standard support team. Normally, you will run a single JIRA instance hosting both your service desk and engineering projects, so it is very easy to collaborate together in the single system. In this recipe, we will look at a more complex scenario where the support team is using a JIRA Service Desk instance, and the engineering team is using a separate JIRA Software instance, and having both teams work together on resolving a customer request.

How to do...