Book Image

JIRA 7 Essentials - Fourth Edition

By : Patrick Li
Book Image

JIRA 7 Essentials - Fourth Edition

By: Patrick Li

Overview of this book

Atlassian JIRA is an enterprise-issue tracker system. One of its key strengths is its ability to adapt to the needs of the organization, ranging from building Atlassian application interfaces to providing a platform for add-ons to extend JIRA's capabilities. JIRA 7 Essentials, now in its fourth edition, provides a comprehensive explanation covering all major components of JIRA 7, which includes JIRA Software, JIRA Core, and JIRA Service Works. The book starts by explaining how to plan and set up a new JIRA 7 instance from scratch for production use before moving on to the more key features such as e-mails, workflows, business processes, and so on. Then you will understand JIRA's data hierarchy and how to design and work with projects in JIRA. Issues being the corner stone of using JIRA, you will gain a deep understanding of issues and their purpose. Then you will be introduced to fields and how to use custom fields for more effective data collections. You will then learn to create new screens from scratch and customize it to suit your needs. The book then covers workflows and business processes, and you will also be able to set up both incoming and outgoing mail servers to work with e-mails. Towards the end, we explain JIRA's security model and introduce you to one of JIRA’s new add-ons: JIRA Service Desk, which allows you to run JIRA as a computer support portal.
Table of Contents (17 chapters)
JIRA 7 Essentials - Fourth Edition
Credits
About the Author
About the Reviewer
www.PacktPub.com
Preface

Creating knowledge base articles


As your team works diligently to solve problems for your customers, nuggets of knowledge will start to accumulate over time. These include things such as common questions customers face and the steps to troubleshoot them. JIRA Service Desk allows you to extract this information and create a knowledge base, which helps customers find solutions themselves. Out of the box, JIRA Service Desk only supports Atlassian Confluence for knowledge-base creation, but it is possible to use other tools via third-party add-ons.

To integrate JIRA Service Desk with Confluence, you will first have to create an application link between JIRA and Confluence. If you have already done this, feel free to skip to the next section. To create an application link for Confluence, perform the following steps:

  1. Browse to the JIRA administration console.

  2. Select the Applications tab and the Application links option from the left panel.

  3. Enter the fully qualified URL to your Confluence instance...