Book Image

Jira Quick Start Guide

By : Ravi Sagar
Book Image

Jira Quick Start Guide

By: Ravi Sagar

Overview of this book

Jira is an issue tracker and project management system. With their latest release, the Jira team has now expanded their user base to agile teams as well as business teams. This book provides a comprehensive explanation covering all major components of Jira, including Jira Software, Jira Core, and Jira Service Desk. This book starts with an introduction to Jira's unique features and how it can be used as an issue-tracking tool. It will then teach you about how a new project is created by a Jira administrator, what responsibilities there are, and using correct and relevant schemes in your project. You will then learn how to configure project workflows and fields for project screens. You will understand the various permissions used in projects and the importance of project roles in Jira. Then, the book talks about the concepts of versions acting as milestones and using components when handling issues in your projects. It will then focus on analysing data using built-in reports and creating dashboards in Jira. At the end, it will discuss various best practices for users as well as project managers or project administrators.
Table of Contents (10 chapters)

Overview of Helpdesk

So, now you're anxious to create a project in Jira Service Desk but it makes more sense to first go through the basics of a typical help desk system and understand its various aspects. These concepts will help you understand Jira Service Desk better.

Basic features of any help desk

Let's do a quick walk-through of various aspects and features of a typical help desk:

  • Different user roles—customers and agents: In a help desk, there're primarily two types of users; one is your customer, who will raise a ticket on the system to get help from the service or support desk. The agent, on the other hand, will respond to the tickets and provide help to the customers.
  • Service level agreement...