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

Getting started with Jira Service Desk

Before we start using Jira Service Desk, it is important to understand and familiarize ourselves with the key terminology, as follows:

  • Agents: These are members of your service support team that will be working on customer requests. They are users that can perform actions such as editing, assigning, and closing requests.
  • Customers: These are the end users that will be raising support requests in your service desk. These can be customers of your product, or colleagues from other departments needing IT support.
  • Customer portal: This is the main landing page for your customers. It is a simple, clean, and easy-to-use front interface for your service desk, without all the extra noise from the standard Jira interface, as shown in the screenshot below:
  • Queues: These are like Jira filters that show you a subset of issues that meet a certain criterion...