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
1
Section 1: Introduction to Jira 8
5
Section 2: Jira 8 in Action
11
Section 3: Advanced Jira 8

Process automation

When running a service desk, there are many mundane and repetitive tasks that can end up wasting a lot of your team's time. For example, after a request is closed, if the customer subsequently adds a comment, the request needs to be reopened, so it will be placed back into the queue for agents to work on again. Normally, this would require either an agent to manually reopen the request, or you, as the Jira administrator, to configure the workflow used by your service desk project to automatically reopen the request. This can be tedious for the agents, and overwhelming for you, if there are many service desk projects requiring this kind of automation.

The good news is that Jira Service Desk has a process automation feature that greatly reduces the complexity and allows each service desk owner (users with Administer Projects permission) to set up the automation...