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

Service level agreement

An SLA defines the agreement between the service provider (your organization) and end user (your customer) in terms of aspects of the service provided, such as its scope, quality, or turnaround time.

In the context of support service, an SLA will define different response times for different types of support requests. For example, severity 1 requests will have a response time of one hour, and severity 2 requests will have a response time of four hours.

Jira Service Desk lets you define SLA requirements based on response time. You can set up the rules on how response time will be measured, and the goals for each rule.

Setting up an SLA

Jira Service Desk's SLA is divided into two components: the...