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

Process automation

When running a service desk, many mundane and repetitive tasks can end up wasting a lot of your team’s time. For example, after a request has been 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 that require this kind of automation.

The good news is that Jira Service Management has a process automation feature that greatly reduces some of this repetitive tasks and allows each service desk owner (users with the Administer Projects permission) to set up the automation rules, as shown in the following screenshot:

Figure 11...