JIRA MANUAL: Part 0. Getting Started

Transcription

1 JIRA MANUAL: Part 0. Getting Started Delaware Service Desk Date: [22 September 2014] Version: 1.0

2 Table of contents 1 Jira: how to use Getting started Navigation Dashboard Projects Issues Quick search Profile Banner

3 Introduction: What is Jira? Jira is a platform independent workflow tool developed by Atlassian, used for issue tracking and project management. It has been developed since Basically it is a digital archive in which all reported problems and cases are stored. The name itself is derived from Gojira, the Japanese name for the famous Godzilla. To use Jira you need to log in with your username and password on this website: Why do we use a ticketing system? A ticketing system or issue tracking system is a computer software package that manages and maintains lists of issues, as needed by an organization. Issue tracking systems are commonly used in an organization's helpdesk to create, update, and resolve reported customer issues, or even issues reported by that organization's other employees. An issue tracking system often also contains a knowledge base containing information on each customer, resolutions to common problems, and other such data. This ensures a swift follow-up when solving the tickets and an easy to use reference database. An issue tracking system generates tickets which contain information about support interventions made by technical support staff or third parties on behalf of an end-user who has reported an incident that is preventing them from working as they would expect to be able to. Typically the ticket will have a unique reference number, also known as a case, issue or call log number which is used to allow the user or support staff to quickly locate, add to or communicate the status of the user's issue or request. All in all, a ticketing system is an indispensable work tool for any customer support organization. 3 10

4 1 Jira: how to use 1.1 Getting started Logging in to JIRA: go to: In the log in box enter your username (never use capital digits) and your password And click Log In to proceed. If you want your PC to remember your login you can tick the box. 1.2 Navigation Here is a quick overview of what you see when you first log in to JIRA Dashboard 4 10

5 An overview of your dashboards and the possibility to manage them is offered under this button. A dashboard is the result of a (combination) of filters/searches >> cfr... These can for example show you an overview of tickets you resolved or created, open tickets for your project,... There are two predefined dashboards (one shows you the tickets assigned to you and the other one shows you the tickets for which you are a watcher). You can copy, find or create as many dashboards as you want yourself. You can manage your dashboards using various gadgets. 5 10

6 1.2.2 Projects Under projects you can search for the (customer-) project of your choice. You will also find a list of the projects you've recently worked on. If you re searching for a specific project you can search via view all projects. If you select a project and navigate to it you'll have the opportunity to create a ticket from that page via the menu on the left hand side. 6 10

7 In general there are two types of projects: Implementation projects (the start - up project that requires a setup) and Support projects (the end result of an Implementation project, this customer is "live"). One customer can have many different Implementation projects, depending on the division or module to be supported. Only one Support project is possible. Further on we'll explain you about "user roles" but here we'd like to mention that Implementation projects have different role characteristics than Support projects. 7 10

8 1.2.3 Issues Here you can create an issue or you can search for specific issues you want to look at or work on (depending on your role). There will also be a short list of previously reported or worked on issues. You can also use the issues menu as an advanced search tool. The searches can be saved as filters, which can be consulted by a quick link and can be used to set up the portal. You'll find a detailed list of search options on the left side of the menu Quick search You can use the quick search function to look for specific issues, or for issues related to specific keywords, users, projects

9 1.2.5 Profile As a user you have a profile in JIRA, with this function you can customize your avatar to your own wishes by clicking on the + on the (default) avatar. You can also see your last actions in Jira in the activity stream Banner 9 10

10 Useful information, documentation, tips, explanation of workflows, address and phone number for the Delaware Service desk can all be found via these links Application links Click the icon to make a dropdown appear that will allow you to navigate easily to different sites/locations such as Wiki, JIRA manuals and Movies, The Generic Search dashboard or the home page