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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.

Jira Introduction

Jira is a software application used for issue tracking and project management. JIRA Jira is based on the following three concepts – Project, Issue and Workflow.

Roles

User

In Jira there are to following User types/ roles:

• A User is a unlicensed Unlicensed internal or external requester who can send requests through the Customer Portal and view articles in the linked Knowlegde Knowledge 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 

• Agents are licensed users who can work on issues within the Jira Projects. 
• A Jira Administrator is the global Global administrator that Installs, configures, and manages the organization's instance of Jira.
• A Project Administrator is a administrator

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

JIRA contains four packages

1. Jira Core
2. Jira Software
3. Jira Service Desk
4. Jira Ops

Inside JIRA scheme, everything can be configured, and it consists of:-

1. Field Configuration
2. Permissions
3. Notification
4. Screens
5. Workflows
6. Custom Fields
7. Issue Types

2. Jira basics

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

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• A Board administrator can change the configuration of a board along with Jira Administrators.

Jira basics

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Projects

Data inside Jira is 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 to: 

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

  
  

For each Jira project everything can be configured by A Jira or Project administrator in schemes, and it consists of:

1. Field Configuration
2. Permissions
3. Notification
4. Screens
5. Workflows
6. Custom Fields
7. Issue Types

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. Service Management makes it easier to categorize service requests, incidents, problems, and changes from your customers by organizing and prioritizing these requests in a single place, and keeps your team on track with goals (or service level agreements).

Jira Service Management, also called Jira Service Desk includes:

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

Jira Software (software delivery projects) 

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Jira Software is a work management tool for all kinds of use cases, from requirements and test case management to agile software development.

For Software projects there are 6 options:

• Basic software development
• Scrum software development
• Kanban software development
• Project management
• Process management
• Task management

Jira Core (Manage Business Projects or HR operations)

Jira Core is a customizable workflow solution that organizes projects and tasks into one central location, and provides the infrastructure to automate business processes and increase productivity for your team.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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Three projects are different, and relate to the future YME way of working:

• 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.

2.2 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.

There are two flavours available: Scrum boards and Kanban boards.

2.2.1 Scrum board

In the Agile Scrum framework, focus lies on short iterations of work: planning what can be done within (at YME) 2 weeks of time. 

• As such, we see an active sprint with items in it (centre screen).
• These items are organised into larger topics called Epics (left screen list, but also the coloured labels on centre screen items).
• When one item is clicked, the details are shown (right screen sidebar).

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Good to know: YIS project uses a template Scrum board, which has the same configuration across teams.

2.2.2 Kanban board

In the Agile Kanban framework, focus lies on limiting multi-tasking: by choosing fewer items to start, it's possible to complete each more quickly.

• Here we see no epic list on the left.
• In the centre we see all items progress through a workflow, with columns turning red if there are too many items in it.
• When clicking one of the item cards, the details are shown on the right hand side.

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Good to know: YIS project uses a template Kanban board, which has the same configuration across teams.

2.3 Issues

At the top of both Scrum and Kanban screens we see a big red "Create" button, which allows us to add new items. When doing so, the correct project and issue-type needs to be chosen.

There are different issue-types in Jira. Each issue-type has an icon that allows us to quickly recognise it.

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These are the most often used ones, though available issue-types will differ per project.

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The easiest way to look at issues is on a team board, but it's also possible to Search or use Dashboards. 

2.4 Search

Sometimes you may want to look for data that is not shown on a team board. For example, tickets that are done no longer show up for the team, allowing them to focus on remaining work. 

To search, choose "Issues" in the top menu, and then "Search for issues":

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The basic search allows you to choose values, filtering down until you see the data you want. If you want to add more criteria, click the "more" button and add a field to filter on.
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By saving the search, you create a Filter that can be used as basis for a Team Board or Dashboard.

The "advanced" search allows more features, but requires understanding of simple queries. Jira offers search help to build these queries.

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Issues

In Jira, teams use issues to track individual pieces of work that must be completed. Depending on how your team uses Jira, an issue could represent a project task, a helpdesk ticket, a leave request form, etc.
There are a few different ways to create issues:

Create a issue via the Jira Customer portal

Users can create a new issue via the Jira Customer Portal,  at Yamaha it is called Yamaha Motor Europe support portal. Instructions of the portal can be found here: Yamaha Support Portal Guide
Service management issues should only be created via the Jira Customer Portal as these can be submitted by pre-set forms.

Create a issue from the top navigation bar, anywhere in Jira

Agents (licensed user) can use the Image Added button anywhere in Jira from the top bar. The Create button should not being used for Service management issues!

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When using the create button the correct project and issue-type needs to be chosen and  some other fields as well.

Create a issue On the backlog

Via a Board a new issue can be created via the + Create issue button at the bottom of the screen.
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Create a Issue on your board (team-managed projects only)

In a teams board the+sign can be used to add a new issue to the team board.
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Subtask creation

Issues can also have sub-tasks that are assigned and tracked individually. You might create sub-tasks for any of the following reasons:

• To split an issue into even smaller chunks
• To allow various aspects of an issue to be assigned to different people
• To create a to-do list for an issue

To create a sub-task:

1. Navigate to an issue, and select more ( ••• ) > Create Sub-Task.
2. Fill in the details as needed, and then click Create.

or go to the Issue card in the board and select Create Sub-Task

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Issue types

Standard Issue types

An Issue Type is a way issues are classified in a Jira project and has a Icon that allows us to quickly recognize it.  There are standard types that come with Jira and additional custom types.

Jira Software comes with five standard issue types (Story, task, bug, subtask, and epic) so issues can have different fields, different workflows, or both, within the same Jira project. 

Relation of the issue types is as following:

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Additionally, Jira Service management adds four more standard types for support projects.

Custom issue types

Per project additional Custom issue types can exists.  These were either added by Jira administrators, by additional Jira functions, or by third party apps and add-ons.

For example at YME for Yamaha Motor Portfolio Project (YPM)  issue type Image AddedProgramme  and Image Added Project have been created by a Jira Administrator and for XRAY (test management tool) add-on the following issue types are created: Image AddedTest, Image AddedTest execution ,Image AddedTest Plan, Image AddedTest Set.

Search

There are several search options in Jira which can help if your are looking for an issue.

The first step in searching for issues is to define the criteria for your new search. You can define your search criteria in three different ways: using the quick search, using the basic search, or using the advanced search.

For each of search options the following Syntax for searching text fields  can be applied.

2.5 Dashboard

If you are not part of a development team, but wish to understand more about how tickets are processed or other processes, it's possible to build a custom Dashboard that shows you all you require.

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Dashboards can collect visualisations of filtered data onto one page, letting you interpret data at a glance, or click on details to uncover the underlying data.

2.5.1 How to setup/use the Dashboard

Login to Jira (As an Agent)  https://support.yamnet.com/
Same credentials can be used as Windows (Computer login)
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Dashboard setup (only needed for first time or for new dashboard)

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1. Go to Dashboards and select Manage Dashboards
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2. Select Search
3. Type P&A in the Search field
4. Click on the Search button
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5. Click on the star to add your department Dashboard as a favorite (You can select multiple favorite Dashboards)
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6. Click on the Dashboard Name to open the Dashboard
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Filters

The Jira Issue search functionality is enhanced by the ability to save searches, called filters in Jira, for later use.
More detailed information how to work with filters can be found on the following Atlassian page: Saving your search as a filter

Please note that a filter can be shared with other users. You can share a filter with:

• Project: All members or members with specific project roles working on one or multiple projects.

• Group: A group of Jira users.

• Open: Any user who is logged-in to your Jira Cloud site. 

• Public: Public sharing means sharing the dashboard with users who are not logged in to your Jira site. Note that if you share a filter publicly, it will be visible and searchable on the internet. 

• Private: Only you can view the filter.

Filters can also be used in Dashboards to show a result.

Dashboards

A dashboard is a customizable page that can display many different types of information, depending on your areas of interest. Jira users can create and manage their own dashboards.

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A shared dashboard is a dashboard whose creator has shared that dashboard with other users. You can share a dashboard with: 

• Group: A group of Jira users.

• Project: All members or members with specific project roles working on one or multiple projects.

• Any logged-in user: Any user who is logged-in to your Jira site. 

• Public: Public sharing means sharing the dashboard with users who are not logged in to your Jira Cloud site. Note that if you share a dashboard publicly, it will be visible and searchable on the internet. See Prevent or remove public access for more information.

When a dashboard is created by a user, that user:

• Initially owns the dashboard.

• Being the owner, can edit and modify the dashboard.

Viewing dashboards

You can view existing dashboards that have been created by you as owner or shared with your/public,.

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a. After opening Manage Dashboards select Search at the left column
b. User the search/owner field to find a board.
c. Select Search button to find a Dashboard.

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Select theImage Added to add a Dashboard to your favorites list Image Added.

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All favorite Dashboards can be opened form your Dashboards view if this is set as your homepage.

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In case your Dashboard is not set as homepage this can be changed in your profile settings via:
Click on your Avatar (Main navigation bar at the top Right), Under MY JIRA HOME select Dashboard.
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Editing dashboards

You can edit the gadgets displayed on the dashboard or change the dashboard's permissions and owners.

1. Select the dashboard name. The dashboard will open.

2. From there, you can:

   1. Edit the settings of every gadget that appears on the dashboard.

   2. Edit the dashboard itself, adding or changing the shares.

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Boards

A board displays your team's work as cards you can move between columns. You can see a team board as the coloured glasses through which we look at project data - we can customize a board to show the exact data you want to see.

The data within projects are visible on this board and can be filtered and visualized per team.

In Jira Software, cards and the tasks they represent are called “issues”. Usually, your board reflects your team's process, tracking the status of work as it makes its way through your team's process.

There are two types of boards available:

• Scrum board: for teams that plan their work in sprints. 
• Kanban board: for teams that focus on managing and constraining their work-in-progress

Boards can be accessed via the Boards  - View all boards in the top Navigation Bar.

All recent opened board can be found in the Recent Boards list.
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Scrum board

On the project sidebar you have the following options: Backlog, Active sprints, or Reports.

The Backlog of a Scrum board shows the issues for your project(s) grouped into a backlog and sprints. In the Scrum backlog, you can create and update issues, drag and drop issues to rank them, or assign them to sprints, epics, or versions, manage epics, and more. You would typically use the Scrum backlog when building a backlog of issues, planning a new version, and planning a sprint.

The Active sprints of a Scrum board displays the issues that your team is currently working on. You can create and update issues, and drag and drop issues to transition them through a workflow.

Reporting is an activity that you will be doing throughout a project. Jira Software  has a range of reports that you can use to show information about your project, versions, epics, sprints, and issues.

In the Agile Scrum framework, focus lies on short iterations of work: planning what can be done within (at YME) 2 weeks of time. 

• As such, we see an active sprint with items in it (center screen).
• These items are organized into larger topics called Epics (left screen list, but also the coloured labels on center screen items).
• When one item is clicked, the details are shown (right screen sidebar).

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Good to know: YIS project uses a template Scrum board, which has the same configuration across teams.

Kanban board

The Kanban board is a board that was created using the "Kanban" preset .

Kanban is based on the continuous delivery of work. Rather than plan iterations, the flow of work is constantly monitored to ensure that there are always tasks being worked on. This means that when tasks are completed, new tasks are pulled into work-in-progress.

Use the Kanban board if your team focuses on managing and constraining work-in-progress.

On the project sidebar you have the following options: Kanban board, Backlog*, or Reports.

By default, Kanban boards have the Backlog column, where you plan work for your team. Planning work in a small column becomes difficult as more issues are added in the column.
By enabling and using the Kanban backlog, you have a bigger space to create and rank issues, and select issues for your team to start working on.

Reporting is an activity that you will be doing throughout a project. Jira Software has a range of reports that you can use to show information about your project, versions, epics, sprints, and issues.

In the Agile Kanban framework, focus lies on limiting multi-tasking: by choosing fewer items to start, it's possible to complete each more quickly.

• Here we see no epic list on the left.
• In the center we see all items progress through a workflow, with columns turning red if there are too many items in it.
• When clicking one of the item cards, the details are shown on the right hand side.

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Good to know: YIS project uses a template Kanban board, which has the same configuration across teams.

Board Quick Filters

2.6 Recommended learning

Jira fundamentals (free, self-paced, 90 minutes, certification option)

3. Tips & tricks

3.1 Quick keys

When you have an item selected and press "a" on the keyboard, the pop-up to assign the item appears. This is usually faster than navigating to the field for Assignee.

When you have an item selected and press "." on the keyboard, the 'more' menu pops-up, allowing you to quickly change (for example) the item status.

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At the top of a team board you usually find Quick Filters. These are specifically designed for your team board.

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It's possible to select multiple Quick Filters, narrowing your selection of items on the board further and further.

Your team board admin administrator can maintain Quick Filters for you: change them, or add new ones.

3.3 Team Board admin

How can you find out who your team board admin is?

Using the issue detail view

Whether you're working on a Scrum or Kanban board, you can click on any issue to view it in more detail.

Displayed Issue details  are configured and customizable by your Board Administrator.

1. Selected issue.
2. Issue detail view.

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Board administrator

You can find your board administrator via Board - ConfigureGo to Board (right hand side) > Configure.

Under General (left hand menupanel) > Administrators you can find the name(s) of your Team Board administrator(s). They are your first point of contact if you want anything changed on your Team Board.

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Recommended learning

Jira fundamentals (free Atlassian training, self-paced, 90 minutes, certification option)

Tips & tricks

Keyboard shortcuts

Via the  Image Added help button in the main navigation bar at the top rights side you can select Keyboard Shortcuts.

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Additional to the above:

Board shortcut: When you have an item selected and press "." on the keyboard, the 'more' menu pops-up, allowing you to quickly change (for example) the issue status.

Jira Add-Ons

Status Time Free

This Jira addon was implemented to allow easy reporting on how long an issue has remained in a specific status.

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