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Never worked with Jira before? No problem. In this chapter we cover some of the basics, so you know how to get started.

Roles

User

  • Unlicensed internal or external requester who can send requests through the Customer Portal and view articles in the linked Knowlegde base (Confluence).

Agent

  • Licensed (Service Desk) users
  • Work on customer requests
  • Can view the Portal, queues, reports, SLA and other metrics in a Service Projects

Jira administrator 

  • Global administrator that Installs, configures, and manages the organization's instance of Jira

Project administrator

  • Administrator for a particular Jira-project ( Configures customer portal, workflows etc.) 


1.1 Projects

Data inside Jira is organised organized in 'projects'. A project is a collection of items (issues). that relate to the same topic.
A Jira project is a single place to manage work. Every project has a workflow (issues follow this workflow from creation to completion).

Teams use Jira projects to 

  • Manage software delivery (Jira Software)
  • Manage Helpdesk  (Jira Service management)
  • Manage HR operation HR (Jira core) (HR-employee onboarding, Finance managing procurement processes)

Jira Service Management (service (desk) projects) 

Jira helps teams plan, assign, track, report, and manage work.
It brings teams together for everything from agile software development, customer support, start-ups, and enterprises. 

Jira Service Management, also called Jira Service Desk includes:

  • Customizable customer portal
  • Prioritized and customizable queues
  • SLA (Service Level Agreement)
  • Automation for repetitive tasks
  • Connection to knowledge base (Confluence)


Jira Software (software projects) 


Information Systems

YME uses Jira mostly for IT work. As such, you can see that most projects relate to specific applications, for example for B2B or B2C.

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  • Yamaha Applications Support Desk (SD) captures all requests from end-users, who experience difficulties with their day-to-day use of IT applications. These items are validated, then if valid resolved as soon as possible.
  • Yamaha IS Projects (YIS) captures all work of scrum teams in the Agile Transformation. These processes are being streamlined to support scrum processes, and make Jira a tool for collaboration more than administration.
  • Yamaha Portfolio Board (YPM) collects all ideas for IT initiatives, and validates the business case and expected rewards for implementing such initiatives before assigning work to development teams. It's very much about preparing work.
  • Other projects capture work for teams that have not yet joined the Agile Transformation.


Issue types


1.2 Team board

The data within projects can be filtered and visualised per team, in specific team boards. You can see a team board as the coloured glasses through which we look at project data - we can customise a board to show the exact data you want to see.

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