Book Image

Jira 8 Essentials - Sixth Edition

By : Patrick Li
Book Image

Jira 8 Essentials - Sixth Edition

By: Patrick Li

Overview of this book

This new and improved sixth edition comes with the latest Jira 8.21 Data Center offerings, with enhanced features such as clustering, advanced roadmaps, custom field optimization, and tools to track and manage tasks for your projects. This comprehensive guide to Jira 8.20.x LTS version provides updated content on project tracking, issue and field management, workflows, Jira Service Management, and security. The book begins by showing you how to plan and set up a new Jira instance from scratch before getting you acquainted with key features such as emails, workflows, and business processes. You’ll also get to grips with Jira’s data hierarchy and design and work with projects. Since Jira is used for issue management, this book will help you understand the different issues that can arise in your projects. As you advance, you’ll create new screens from scratch and customize them to suit your requirements. Workflows, business processes, and guides on setting up incoming and outgoing mail servers will be covered alongside Jira’s security model and Jira Service Management. Toward the end, you’ll learn how Jira capabilities are extended with third-party apps from Atlassian marketplace. By the end of this Jira book, you’ll have understood core components and functionalities of Jira and be able to implement them in business projects with ease.
Table of Contents (18 chapters)
Part 1: Introduction to Jira
Part 2: Jira in Action
Part 3: Advanced Jira

Service desk user types

Jira Service Management introduces several new user types. Under the hood, these user types are mapped to new project roles created by Jira Service Management when it is installed:

  • Agent: These are members of the service desk team that work on requests. Agents are added to the Service Desk Team project role.
  • Collaborator: These are the members from other business functions; they are not members of your service desk team. However, they can help solve customer problems. A good example would be product domain experts or engineers. Collaborators are added to the Service Desk Team project role.
  • Customer: These are end users that will be submitting requests through your help desk portal. Customers are added to the Service Desk Customers project role.
  • Organization: These are groups of customers. For example, an organization can represent a company, and all employees of that company will be part of the organization. Requests can be limited to being...