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For example at YME for Yamaha Motor Portfolio Project Board (YPMYPB) issue type 
Programme and 
Project 
Strategic Theme and 
Initiative have been created by a Jira Administrator and for XRAY (test management tool) add-on the following issue types are created: 
Test, 
Test execution ,
Test Plan, 
Test Set.
Workflow
A Jira Workflow has three basic components: statuses, transitions and resolutions.
Statuses represent the position of an issue in its workflow, state of a task.
Transitions informs how a piece of work can move between statuses.
Resolutions are the ways in which an issue can be closed.
In a Jira issue you can check all the issue statuses and transitions as well as view your issue workflow with a single click from the Issue status menu.
- Issue status menu label: a trigger menu button that displays the current status of an issue (1).
- Issue status menu: contains a set of issue statuses (3), transitions (2), and current issue workflow (4).
Example for Project Yamaha Applications Support Desk (SD): 
By hovering over the arrows and the workflow the transition of this specific status is shown which can be chosen as next/previous step.
Another example of a more simplified Jira Service Management Workflow:
A Jira issue can be moved by using a specific transaction button or if not available via the Issue status menu.
When using a Board an issue can be transitioned to another workflow status by dragging and dropping the issue from one column to another.
Depending on authorization, rights are granted to each specific group of users and make issue transitions and statuses available.
Working with issues
Issue creation
Create an 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.
YME Jira Hierarchy Anchor YMEHIERARCHY YMEHIERARCHY
| YMEHIERARCHY | |
| YMEHIERARCHY |
The Hierarchy for Plans, project items are grouped into hierarchy levels based on Issue Types.
For YME Jira the following Hierarchy has been setup:
Level 1-3 is used for Portfolio planning:
Level 1: Capability (YNSEU)
Level 2: Programme (YPM) , Strategic Theme (YPB), Milestone (YNSEU),
Level 3: Initiative (YPB) , Feature (YNSEU), Project (YPM)
All others levels are used in Jira Software projects.
Story level = Story, Enable Story, Task, Spike, Bug, Defect and for Jira Service Management Incident, Service request, Service request with approvals etc.
Hierarchy linking is done through epic link or parent link. You cannot skip a level so an epic must always be linked to a Initiative, Feature or a Project.
Workflow
A Jira Workflow has three basic components: statuses, transitions and resolutions.
Statuses represent the position of an issue in its workflow, state of a task.
Transitions informs how a piece of work can move between statuses.
Resolutions are the ways in which an issue can be closed.
In a Jira issue you can check all the issue statuses and transitions as well as view your issue workflow with a single click from the Issue status menu.
- Issue status menu label: a trigger menu button that displays the current status of an issue (1).
- Issue status menu: contains a set of issue statuses (3), transitions (2), and current issue workflow (4).
Example for Project Yamaha Applications Support Desk (SD):
To view the the workflow select View workflow in the Issue status menu
Mouse over the transitions of this specific status via View Workflow which status transition can be chosen as next/previous step.
Another example of a more simplified Jira Service Management Workflow:
A Jira issue can be moved by using a specific transaction button or if not available via the Issue status menu.
When using a Board an issue can be transitioned to another workflow status by dragging and dropping the issue from one column to another.
Depending on authorization, rights are granted to each specific group of users and make issue transitions and statuses available.
Working with issues
Issue creation
Create an 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 an issue from Create an issue from the top navigation bar, anywhere in Jira for Jira Software or Jira Core projects
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If you've added sub-tasks to an issue, and need to reorder them, you can drag and drop them on the issue navigator view of the parent issue. If you're using a board in Jira Software, you can also reorder the sub-tasks on the board view. However, these two methods are independent of each other. Reordering sub-tasks on the parent issue will not reorder tasks on an existing board, and vice-versa.
Issue links
Epic and Parent link
All issue types on Story level Jira Projects issues and Confluence pages can be linked to a specific Jira issue. These links can be found in a Jira issue under section Issue Links
Confluence links to a Jira issue can be found under Section Issue Links - Mentioned in
Example:
Subtasks are automatically linked to the original ticket.
In the original ticket you can see all linked sub-Tasks
Create manually a new issue link to Jira issue or Confluence or Weblink
To create a new manual link open the issue you wish to link to another issue.
Please note that that this manual action is only needed for issues that did not follow the correct workflow or if it need to be linked to a different or parent/child issue as well.
Confluence pages can directly be linked to a Jira ticket. Instructions can be found on the following page: How-to use links and anchors (bookmarks) in Confluence.
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Select More > Link to display the Link dialog box.
Ensure that the Jira Issue item is selected at the left of the dialog box and then choose the type of link to be created from the This issue drop-down list
Share a issue link with a customer
When a licensed Jira Service Management user opens issue, the link differs from the public link used for the Customer Portal.
If the Licensed user wants to share an issue to a customer, use the view customer request button, and then copy the link for sharing.
This link can only be retrieved in licensed mode:
- Open a Jira issue
- Select at right column under Servicedesk request View Customer request
- A new page will be opened with a view of the request in the customer portal.
This link can be shared to a user. Note: to view the ticket the user must be linked in the ticket as reporter or participant or manager.
Link for licensed user: https://support.yamnet.com/browse/SD-7312
Link for Customer: https://support.yamnet.com/servicedesk/customer/portal/1/SD-7312
Commenting on issues
Adding comments to an issue is a useful way to record additional detail about an issue, and collaborate with team members.
Comments are shown in the Comments tab of the Activity section when you view an issue.
In JIRA Service Desk projects, comments are segregated by internal vs external visibility. Meaning that I am able to select whether I want to Share with customer or Comment Internally.
- Share with customer makes the comment visible to everyone who can see the issue/request. (Jira Service Management agents , reporter and participants)
When this button is used the reporter and all participants will receive a notification by e-mail. - Internal comments are not shown on the portal view of the issue.
When this button is used then only Jira Service Management agents (licensed Jira Service Management user) are able to see the comment.
Note: Jira Service Management agents (licensed users) are able to see both internal and external comments
| Tip |
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Keyboard shortcut for Jira Software: Press M on your keyboard to jump straight into the comment field and start typing. |
Text help
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directly to an Epic, Epic Link is used for this.
Story level = Story, Enable Story, Task, Spike, Bug, Defect and for Jira Service Management: Incident, Service request, Service request with approvals etc.
All issues above an Epic level can have a Parent link, see for more information: YME Jira Hierarchy
Via de Edit button you can add the epic or parent link.
If an issue is related to an higher hierarchy issue type Epic or Parent link should be used.
If you have to link multiple epics or higher hierarchy issue types in one issue, then use one main Epic/ Parent link and for the others use Issue links.
Issue links
Jira Projects issues and Confluence pages can be linked to a specific Jira issue. This can also be used if you want to link multiple epics or parent issues.
These links can be found in a Jira issue under section Issue Links
Confluence links to a Jira issue can be found under Section Issue Links - Mentioned in
Example:
Subtasks are automatically linked to the original ticket.
In the original ticket you can see all linked sub-Tasks
Create manually a new issue link to Jira issue or Confluence or Weblink
To create a new manual link open the issue you wish to link to another issue.
Please note that that this manual action is only needed for issues that did not follow the correct workflow or if it need to be linked to a different or parent/child issue as well.
Confluence pages can directly be linked to a Jira ticket. Instructions can be found on the following page: How-to use links and anchors (bookmarks) in Confluence.
Parent = Main (original) issue
Child = Sub issue from main issue
Select More > Link to display the Link dialog box.
Ensure that the Jira Issue item is selected at the left of the dialog box and then choose the type of link to be created from the This issue drop-down list
Share a issue link with a customer
When a licensed Jira Service Management user opens issue, the link differs from the public link used for the Customer Portal.
If the Licensed user wants to share an issue to a customer, use the view customer request button, and then copy the link for sharing.
This link can only be retrieved in licensed mode:
- Open a Jira issue
- Select at right column under Servicedesk request View Customer request
- A new page will be opened with a view of the request in the customer portal.
This link can be shared to a user. Note: to view the ticket the user must be linked in the ticket as reporter or participant or manager.
Link for licensed user: https://support.yamnet.com/browse/SD-7312
Link for Customer: https://support.yamnet.com/servicedesk/customer/portal/1/SD-7312
Commenting on issues
Adding comments to an issue is a useful way to record additional detail about an issue, and collaborate with team members.
Comments are shown in the Comments tab of the Activity section when you view an issue.
In JIRA Service Desk projects, comments are segregated by internal vs external visibility. Meaning that I am able to select whether I want to Share with customer or Comment Internally.
- Share with customer makes the comment visible to everyone who can see the issue/request. (Jira Service Management agents , reporter and participants)
When this button is used the reporter and all participants will receive a notification by e-mail. - Internal comments are not shown on the portal view of the issue.
When this button is used then only Jira Service Management agents (licensed Jira Service Management user) are able to see the comment.
Note: Jira Service Management agents (licensed users) are able to see both internal and external comments
| Tip |
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Keyboard shortcut for Jira Software: Press M on your keyboard to jump straight into the comment field and start typing. |
Text help
Via + you can select Text help, this will bring you to Text formatting notification Help.
In here you can find a explanation for text formatting and advanced formatting like adding code in a comment.
Adding code to a comment
For adding a code block to a comment select + and then Code in the formatting toolbar. In the code block you can type in as much code as you want, and select the language for syntax highlighting.
If you've already typed in your code, select the text and press CMD/Ctrl+Shift+M to turn that bit of text into a code snippet,
All the optional parameters of {panel} macro are valid for {code} too. The default language is Java but you can specify others too, including: ActionScript, Ada, AppleScript, bash, C, C#, C++, CSS, Erlang, Go, Groovy, Haskell, HTML, JavaScript, JSON, Lua, Nyan, Objc, Perl, PHP, Python, R, Ruby, Scala, SQL, Swift, VisualBasic, XML and YAML.
For selecting the correct syntax highlighting change the setting to Text. and adjust code:java to any of the above languages. When done you can change back to Visual.
Note: {code:sql} Jira recognizes -- comment but not /* comment */, which is supported by the Transact-SQL (T-SQL) language in Microsoft SQL Server. Please add syntax highlighting for that, too. It could be part of {code:sql} or have a distinct language identifier such as {code:mssql} or {code:t-sql}.
Comment sorting
Comments can be sorted by newest or oldest first.
If there are more then 10 comments in an issue you need to click "Load 10 newer comments" . 
The Comment bar is not customizable, to add a comment you need to scroll down on the issue page.
Work around is to collapse 
the Activity tab when having more then 10 comments to add a new comment.
Please note that settings are saved when you collapse a section, when opening a new Jira issue make sure you have opened the section again.
Pinned Comments (Jira Software)
Keep your team updated on the most important parts of a conversation by pinning comments
Adding code to a comment
For adding a code block to a comment select + and then Code in the formatting toolbar. In the code block you can type in as much code as you want, and select the language for syntax highlighting.
If you've already typed in your code, select the text and press CMD/Ctrl+Shift+M to turn that bit of text into a code snippet,
All the optional parameters of {panel} macro are valid for {code} too. The default language is Java but you can specify others too, including: ActionScript, Ada, AppleScript, bash, C, C#, C++, CSS, Erlang, Go, Groovy, Haskell, HTML, JavaScript, JSON, Lua, Nyan, Objc, Perl, PHP, Python, R, Ruby, Scala, SQL, Swift, VisualBasic, XML and YAML.
For selecting the correct syntax highlighting change the setting to Text. and adjust code:java to any of the above languages. When done you can change back to Visual.
Note: {code:sql} Jira recognizes -- comment but not /* comment */, which is supported by the Transact-SQL (T-SQL) language in Microsoft SQL Server. Please add syntax highlighting for that, too. It could be part of {code:sql} or have a distinct language identifier such as {code:mssql} or {code:t-sql}.
Comment sorting
Comments can be sorted by newest or oldest first.
If there are more then 10 comments in an issue you need to click "Load 10 newer comments" .
The Comment bar is not customizable, to add a comment you need to scroll down on the issue page.
Work around is to collapse the Activity tab when having more then 10 comments to add a new comment.
Please note that settings are saved when you collapse a section, when opening a new Jira issue make sure you have opened the section again.
Pinned Comments (Jira Software)
Keep your team updated on the most important parts of a conversation by pinning comments in issues. This option is only available for Jira Software, not for Jira Service Management!
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Searching for flagged issues
The flag for an issue is stored in a custom checkbox field named "Flagged", which has only one value: Impediment.
This means that you can use this JQL query to find flagged issues: Flagged = Impediment
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- Username = User Id
- Full Name
- Job Title
Telephone Number
Mobile Number
Company
- Office = YME or Distributor
- Department
Manager
Description = Job Title & Department
Agile Tools & Filters for Jira Software
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Job Title & Department
Agile Tools & Filters for Jira Software
Manage complex product Backlogs and Agile Boards in an efficient manner and deliver value to customers much faster.
Agile Tools & Filters for Jira Software extends the original Kanban or Scrum boards and backlogs by adding tools like JQL SearchBar planning filters and many other tools.
Key Features:
- Easy board filtering and new Agile Tools
- Complex JQL on Epics & Versions and Epics Warnings
- User, board or global filters for all boards
Documentation of all the features is supplied by the vendor: Extensi-Agile Tools and Filters for Jira Software
Checklist
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Checklist will be phased out in Q1 2025 as it is only used for one field: DOD, will be replaced by standard Jira Custom fields. |
Checklist offers a more powerful alternative to the standard Multi Checkboxes custom field.
Checklist allows you to add items either globally or at the issue level and is thus perfectly suited for enforcing Definition of Done or Acceptance Criteria lists.
Checklist custom fields are setup by a Jira admin. User guide how to use the Checklist field is supplied by the vendor: Checklist for Jira - User guide
Custom Charts for Jira Reports and Time in Status
Easy creation of comprehensive charts and reports for your Jira Dashboards. Report on various metrics including Time in Status.
Custom Charts comes with 3 reporting gadgets: Custom Charts, Simple Search, and Issue List.
Achieve your reporting goals using pre-made Chart Templates, Example Jira Reports or start from scratch with your customized look and feel. Custom Charts gives you peace and confidence by keeping your Jira and Jira Service Management data always up-to-date.
Documentation for this addon can be found here: Custom Charts Documentation
Doublecheck for Jira Service Management
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Doublecheck for Jira Service Management will be phased out in Q1 2025 as it is not used anymore and not available for Cloud |
“Keep Your Internal Comments Internal”
In Jira Service Desk the default setting for commenting is "Respond to customer" which may result in unwanted communication with the customer by accident,
The result may be that you lose the customer or at least create some unnecessary noise.
With Doublecheck for Jira Service Desk, you are prompted for confirmation, before you send out a comment by accident.
Internal communication does not require any confirmation
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Checklist
Checklist offers a more powerful alternative to the standard Multi Checkboxes custom field.
Checklist allows you to add items either globally or at the issue level and is thus perfectly suited for enforcing Definition of Done or Acceptance Criteria lists.
Checklist custom fields are setup by a Jira admin. User guide how to use the Checklist field is supplied by the vendor: Checklist for Jira - User guide
Custom Charts for Jira Reports and Time in Status
Easy creation of comprehensive charts and reports for your Jira Dashboards. Report on various metrics including Time in Status.
Custom Charts comes with 3 reporting gadgets: Custom Charts, Simple Search, and Issue List.
Achieve your reporting goals using pre-made Chart Templates, Example Jira Reports or start from scratch with your customized look and feel. Custom Charts gives you peace and confidence by keeping your Jira and Jira Service Management data always up-to-date.
Documentation for this addon can be found here:
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Doublecheck for Jira Service Management
“Keep Your Internal Comments Internal”
In Jira Service Desk the default setting for commenting is "Respond to customer" which may result in unwanted communication with the customer by accident,
The result may be that you lose the customer or at least create some unnecessary noise.
With Doublecheck for Jira Service Desk, you are prompted for confirmation, before you send out a comment by accident.
Internal communication does not require any confirmation.
Documentation for this addon can be found here: Accxia-doublecheck-for-jira-and-service-desk
Eazy BI
EazyBI is a powerful reports, charts, and dashboards add-on for Jira. It is an easy-to-use drag-and-drop tool for analyzing and visualizing your Jira issues data.
Documentation for Big Picture is supplied by the vendor: eazyBi for Jira
To access Eazy BI you need to be member of a specific Eazy BI group, approval is required from a Jira Admin.
Great Gadgets
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Accxia-doublecheck-for-jira-and-service-desk
Eazy BI
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Eazy BI will be phased out in Q1 2025 and will be replaced by dashboard addons like Custom Charts. |
EazyBI is a powerful reports, charts, and dashboards add-on for Jira. It is an easy-to-use drag-and-drop tool for analyzing and visualizing your Jira issues data.
Documentation for Eazy Bi is supplied by the vendor: eazyBi for Jira
To access Eazy BI you need to be member of a specific Eazy BI group, approval is required from a Jira Admin.
Epic Sum up
Epic Sum Up is focused around Epics, and the ability to break down epics into individual issues with a lot of control for the project manager, it gives a more granular control and view of Jira issues.
Two features that were developed to aid in the easy viewing of issues:
Progress bars - these allow a simple “game-ified” visual way to view the progress of individual issues.
The Summary Panel - Summary Panels were created to give project managers a quick, easy to view summary of different progress bars.
Later the Detail View Editor was developed, to give project managers more control over the hierarchy & layout structure of issues that are important to them.
Documentation for Epic Sup up is supplied by the vendor: Epic Sum Up Help Center
Great Gadgets
Great Gadgets is an app for Jira that provides a set of Jira dashboard gadgets for tracking projects in an efficient and effective manner. You can use them to enhance your Jira dashboards with agile charts, reports, and KPIs.
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More detailed instructions for Status Time Free app is supplied by the vendor: Status Time Reports App.
Timesheet Reports and Gadgets
Timetracker
Timetracker ( previously called Timesheets Reports and Gadges) addon provides Flexible time tracking and reporting of time spent on Projects, Epics or Initiatives broken down by Days or Users, with Time Sheet and Project Pivot reports and gadgets for Jira dashboard or Confluence, Time Sheet Email, Worked Time Chart gadget, REST endpoint and workedIssues JQL function.
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Overview
Content Tools