Book Image

Mastering JIRA 7 - Second Edition

By : Ravi Sagar
Book Image

Mastering JIRA 7 - Second Edition

By: Ravi Sagar

Overview of this book

Atlassian JIRA 7 is an enterprise issue tracker system. One of its key strengths is its ability to adapt to the needs of an organization, ranging from building software products to managing your support issues. This book provides a comprehensive explanation covering all three components of JIRA 7, such as JIRA Software, JIRA Core, and Jira Service Desk. It shows you how to master the key functionalities of JIRA and its customizations and useful add-ons, and is packed with real-world examples and use cases. You will first learn how to plan for a JIRA 7 installation and fetch data. We cover JIRA reports in detail, which will help you analyze your data effectively. You can add additional features to your JIRA application by choosing one of the already built-in add-ons or building a new one to suit your needs. Then you'll find out about implementing Agile methodologies in JIRA by creating Scrum and Kanban boards. We'll teach you how to integrate your JIRA Application with other tools such as Confluence, SVN, Git, and more, which will help you extend your application. Finally, we'll explore best practices and troubleshooting techniques to help you find out what went wrong and understand how to fix it.
Table of Contents (25 chapters)
Mastering JIRA 7 - Second Edition
About the Author
About the Reviewer

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 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 support requests for customers. We will also create a new issue type called Support Request for this purpose:

Scheme name

Issue types


Helpdesk—Issue Type Scheme

Support Request



New Feature

New User Request


This creates issue types that are not available


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:





In Progress...