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For example at YME for Yamaha Motor Portfolio Project Board (YPMYPB)  issue type Image RemovedProgramme and Image Removed Project Image AddedStrategic Theme and Image Added 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.

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1. Issue status menu label: a trigger menu button that displays the current status of an issue (1).
2. 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): 
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By hovering over the arrows and the workflow the transition of this specific status is shown which can be chosen as next/previous step.

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Another example of a more simplified Jira Service Management Workflow:
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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.

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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 

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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:
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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.

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1. Issue status menu label: a trigger menu button that displays the current status of an issue (1).
2. 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): 
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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.

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Another example of a more simplified Jira Service Management Workflow:
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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.

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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:

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Subtasks are automatically linked to the original ticket.

In the original ticket you can see all linked sub-Tasks

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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

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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:

1. Open a Jira issue
2. Select at right column under Servicedesk request View Customer request
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3.  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

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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.
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All issues above an Epic level can have a Parent link, see for more information: YME Jira Hierarchy
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Via de Edit button you can add the epic or parent link.

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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:

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Subtasks are automatically linked to the original ticket.

In the original ticket you can see all linked sub-Tasks

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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

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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:

1. Open a Jira issue
2. Select at right column under Servicedesk request View Customer request
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3.  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

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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.
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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#,

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.

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Filters

The Jira Issue search functionality 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. Instructions how to do can be found here Editing dashboards.

Export

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Versions are points-in-time for a project. They help you schedule and organize your releases.
Once a version is created and issues are assigned to it, you can use several reports, e.g. the Change Log report, when managing the version.
The Change Log report, in particular, gives you a review of the released version, and is driven by the 'Fix For Version' field on each issue.

Versions can only be managed when you have Project administrator or Jira Admin permission including Edit issue permission.
At YME we use an Addon for Version management called Version manager  so users without Project administrator or Jira administrator permissions can also use this functionality.

Versions set via via Manage versions can  can be selected via drop-down fields 'Fix Version/s' and 'Affects Version'.

Manage versions in Jira Project for Version Managers

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Manage versions in a Kanban board

A version is a set of features and fixes released together as a single update to your product. By default, Kanban boards do not require issues to be pre-assigned to versions. This is because Kanban is designed for a continuous flow of work, rather than set iterations.

On a Kanban board, you can choose to release a version at any point in time — the version will contain all issues that are complete at that time. You also specify the name of a new version at the time of the release.

For information on how to release a version on a Kanban board, see Deploying a release.

If your team is using the Kanban backlog for your Kanban project, you can use the Versions panel to manage versions.

1. Navigate to your board.

2. Click Backlog. If the Versions panel is not showing, click VERSIONS on the left side of the board (aligned vertically) to open it.

   Add a new version	Click Create version (you will need to hover over the 'VERSIONS' panel to show this link), enter the version details, and create it. * The Start Date is used to give you a more accurate Version Report in cases where you might plan a version many weeks or even months in advance, but not actually commence work until closer to the release date. * The End Date is used to calculate the days remaining in a release on the Release Hub.
   Update a version's details	For the version name, click the arrow next to the name, then choose Edit name.  For other fields (e.g. Description), click the field to edit it.
   Add an issue to a version	Drag and drop the issue onto the version in the 'VERSIONS' panel.
   Remove an issue from a version	Drag and drop the issue onto Issues without versions in the 'VERSIONS' panel.
   Filter issues by version	Click the version in the 'VERSIONS' panel to show only issues in that version. Click All issues to remove the filter. Alternatively, click Clear all filters next to the column's name.

   
   

   Screenshot: viewing versions in the Backlog

   

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• Go to the Backlog of your Scrum project.

• Click VERSIONS on the left side of the board (aligned vertically) to open it.

  Add a new version	Click Create version (you will need to hover over the 'VERSIONS' panel to show this link), enter the version details, and create it. * The Start Date is used to give you a more accurate Version Report in cases where you might plan a version many weeks or even months in advance, but not actually commence work until closer to the release date. * The End Date is used to calculate the days remaining in a release on the Release Hub.
  Update a version's details	For the version name, click the arrow next to the name, then choose Edit name.  For other fields (e.g. Description), click the field to edit it.
  Add an issue to a version	Drag and drop the issue onto the version in the 'VERSIONS' panel.
  Remove an issue from a version	Drag and drop the issue onto Issues without versions in the 'VERSIONS' panel.
  Filter issues by version	Click the version in the 'VERSIONS' panel to show only issues in that version. Click All issues to remove the filter. Alternatively, click Clear all filters next to the column's name.

  
  

  • The blue horizontal bar under the version's name (in the 'VERSIONS' panel) indicates progress towards completing the work estimated for the version. Note that this bar only represents progress on the estimated issues in a version.

  • You can use the JQL fixVersion  field to search for a version's issues — see Search for details.

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• Easy board filtering and new Agile Tools
  
  
  
• Complex JQL on Epics & Versions and Epics Warnings
  
  
  
• User, board or global filters for all boards
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• for all boards
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Documentation of all the features is supplied by the vendor: Extensi-Agile Tools and Filters for Jira Software

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.
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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

“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 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.
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The Summary Panel - Summary Panels were created to give project managers a quick, easy to view summary of different progress bars.
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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.

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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.

Documentation for this addon can be found here: Great Gadgets Documentation 

Backbone Issue Sync for Jira

Backbone issue Sync for Jira is a addon that is used to connect Jira systems via HTTPS, email, and file transfer, and automatically sync issue data.  This addons makes Cross-company collaboration simple.
At Yamaha Motor Europe N.V. this addon is used for Synchronization between PCW (US) Jira and YME Jira for Yamaha Next Stage (YNS) Project. This Jira project is used for the integration of SAP and Informatica. 
Configuration of this addon and error handling is done by a Jira Administrator.
Documentation for this addon is supplied by the vendor: K15t-Backbone Server and Data Center.

Big Picture

BigPicture is the leading Portfolio, Product, and Project Management application for Atlassian Jira. It gives managers unprecedented clarity of information, helps them neatly visualize even the most complex initiatives, and ensure perfect strategy-to-execution alignment at all levels. 

With BigPicture you can:

• plan and manage your initiatives,
• lead teams and set priorities,
• supervise performance and track progress,
• coordinate resources and distribute workloads,
• detect and respond to risks, and much more.

Big Picture addon is used for the Yamaha Portfolio Board (YPM) for planning and managing Programme's and Projects.

Documentation for Big Picture is supplied by the vendor: About Big Picture 

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.
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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

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.

Jenkins Integration for Jira Server and Data Center

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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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