Book Image

Jira 8 Essentials - Fifth Edition

By : Patrick Li
Book Image

Jira 8 Essentials - Fifth Edition

By: Patrick Li

Overview of this book

Atlassian Jira enables effective bug tracking for your software and mobile applications and provides tools to track and manage tasks for your projects. Jira Essentials is a comprehensive guide, now updated to Jira 8 to include enhanced features such as updates to Scrum and Kanban UI, additional search capabilities, and changes to Jira Service Desk. The book starts by explaining how to plan and set up a new Jira 8 instance from scratch before getting you acquainted with key features such as emails, workflows, business processes, and much more. You'll then understand Jira's data hierarchy and how to design and work with projects. Since Jira is used for issue management, this book delves into the different issues that can arise in your projects. You’ll explore fields, including custom fields, and learn to use them for more effective data collection. You’ll create new screens from scratch and customize them to suit your requirements. The book also covers workflows and business processes, and guides you in setting up incoming and outgoing mail servers. Toward the end, you’ll study Jira's security model and Jira Service Desk, which allows you to run Jira as a support portal. By the end of this Jira book, you will be able to implement Jira 8 in your projects with ease.
Table of Contents (16 chapters)
Free Chapter
Section 1: Introduction to Jira 8
Section 2: Jira 8 in Action
Section 3: Advanced Jira 8

Jira Service Desk

In our previous chapters, we have explored Jira's core features, including workflow, custom fields, and screens. It is not hard to see that you can implement Jira Core or Jira Software as a service desk, but by creating new custom fields, screens, and workflows schemes. While Jira is certainly capable of handling the requirements of a service desk, there are still several things to be desired.

For example, the user interface is often too complicated and confusing for business users to simply create a support ticket. Despite our best efforts, there are still way too many options on the screen, most of which are not useful in a service desk environment. Another example is the lack of ability to set up any sort of SLA to ensure a consistent quality of service.

This is where Jira Service Desk comes in. It addresses all the out-of-the-box shortcomings of Jira...