Table of contents

Jira Introduction

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

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

In Jira there are to following User types/ roles:

• A User is a unlicensed internal or external requester who can send requests through the Customer Portal and view articles in the linked Knowledge base (Confluence).
• Agents are licensed users who can work on issues within the Jira Projects. 
• A Jira Administrator is the global administrator that Installs, configures, and manages the organization's instance of Jira.
• A Project Administrator is a administrator for a particular Jira-project ( Configures customer portal, workflows etc.) .
• A Board administrator can change the configuration of a board along with Jira Administrators.

Jira basics

Projects

Data inside Jira is organized in 'projects'. A project is a collection of items (issues). 
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 Business 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 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:

• 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) 

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.

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 request form, etc.

Each Jira issue has a Issue key which exists out of two unique identifiers components: a prefix which is related to a Jira project and a sequential number.

Example: Yamaha Applications Support Desk - SD , Yamaha Portfolio Board - YPM

Issue collapsible sections

Each issue contains various collapsible sections:

Press the arrow in front of the section to switch between unfolded and folded .

More detailed information about default Jira setup for issues and field explanation can be found on the following Atlassian page: view an issue.

Comments

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

 Keyboard shortcut: Press M on your keyboard to jump straight into the comment field and start typing.

Workflow

In a issue under the Details section via the  (view workflow) button next to the Status field the complete workflow can be opened for display.

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.

By hovering over the arrows and the workflow the transition of this specific status is shown which can be chosen as next/previous step.

Example for Project Yamaha Applications Support Desk (SD): 

A  issue can be moved by using a specific transaction button or if not available via the Workflow button.
When using a Board a 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.

Issue creation

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 button anywhere in Jira from the top bar. The Create button should not being used for Service management (Servicedesk) issues!

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.

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.

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

Issue links

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.

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 Service management (Servicedesk) issue 

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 a 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
   
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

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:

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 Programme and Project 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.

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.

Via search results bulk changes can be made, this option should only be used by a Jira Admin. If a bulk update is required a SD request can be submitted including the search URL.

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.

Export

You can export Jira search results or filter results to excel in two easy steps.

1. Create a search selection and click on Search
2. Make sure that you have the columns selected that you wish to export:
   
   
   
3. Use the Export function.
   
   
4. Select CSV with current fields
   

Queues (Service Management only)

Customer requests are organized into queues. Queues let you quickly view, triage and assign requests as they come in.
They also provide high-level information on an issue; usually a summary, status, and customer name.
There are pre-configured queues and custom queues created by a Jira Admin/Project Admin.
Custom queues allow you to choose the name for the queue, determine what requests are filtered into the queue, and what columns appear in the queue.

Edit an existing queue

1. Go to your Service Management project
   
2. Select Queues in the right panel
   
3. Select the target queue from the list via Switch Queues
   
4. Click on the three dots menu in the upper right corner. You can also edit queues by using the pen icon on the upper left Queues panel.
   
   
5. Select Edit queue. Edit a queue in the Queues for Jira Service Management app.
   
6. Make changes.
7. Click Save.

Sort requests within a queue

From a queue, you can sort your requests based on your columns by clicking the column name.

To sort requests:

1. From your service project, go to Queues.

2. Select the queue you want to sort requests in.

3. Hover over the column name that you want to sort to see how it’s sorted.

4. Click on the column name to sort the queue. For example, clicking Summary will sort your requests in alphabetical order.

Edit multiple issues at the same time

1. Go to your service desk project
2. Select Queues in the right panel
   
3. Select the target queue from the list via Switch Queues
   
4. Select the tick boxes to select (multiple) issues
   Actions will appear that can be applied to all selected issues: Link, Comment, Assign, Watch and Delete.
5. Follow below procedures to change multiple requests in bulk.

Add comments to multiple requests at the same time

Rather than add a comment to a request or issue one-by-one, you can comment on many requests at the same time using bulk actions.

To comment on multiple requests:

1. From your service project, go to a queue that shows all the requests you’d like to comment on.

2. Click the box beside each request you’d like to comment on.

3. Click Comment in the action bar.

4. Enter your text comment.

5. Click Comment to add the comment to the requests.

You can only add plain text to the comments, attachments cannot be added to multiple requests this way.

Assign multiple requests at the same time

This is only assignment of a issue, no allocation! This can only be done via the workflow

To assign someone to multiple requests:

1. From your service project, go to a queue that shows all the requests you’d like to assign.

2. Select the box beside each request you’d like to assign.

3. Select Assign in the action bar.

4. Search and enter the person under Assignee.

5. Select Assign to assign the person to the requests.

Note: You can only search and assign people in your team.

To Stop/Start Watching multiple requests:

1. From your service project, go to a queue that shows all the requests you’d like to assign.

2. Select the box beside each request you’d like to assign.

3. Select Watch in the action bar.

4. Select Start watching issues or Stop watching issue.

5. Select Confirm.

Watch will only apply for user, you cannot add other watchers to issues via this option, this can only be done in the issue itself.

Delete multiple requests at the same time

To delete multiple requests:

1. From your service project, go to a queue that shows all the requests you’d like to delete.

2. Select the box beside each request you’d like to delete.

3. Select Delete in the action bar.

4. Select Delete to confirm that you want to delete the requests.

Note: You need the required permissions to delete requests. Deleting a request is irreversible.

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.

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 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,.

1. After opening Manage Dashboards select Search at the left column
2. User the search/owner field to find a board.
3. Select Search button to find a Dashboard.
   
   
   
4. Select the to add a Dashboard to your favorites list .
   

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

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.

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.

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.

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 colored labels on center screen items).
• When one item is clicked, the details are shown (right screen sidebar).

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.

Board Quick Filters

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

By clicking one of these Quick Filters, you narrow the board filter, hiding some or many items to fit the Quick Filter criterion. Deactivate it by clicking it a second time.

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

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

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.

Board administrator

You can find your board administrator via

1. Select Board.
2. Select Configure. 

Under General (left panel) > 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.

Recommended learning

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

Tips & tricks

Keyboard shortcuts

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

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

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 

Status Time Free

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

You can use the addon in two ways. The first method is to go into the addon and fill in search criteria for the items you wish to investigate:

For example:

The second method is to look at the sidebar (on the right side of the screen). For each issue the facts regarding Time in Status are shown:

Status Time Free app is the free and limited version of Status Time Reports app.
Status Time Free app has a rate limiting of 1 request per 10 seconds for Issue Details View and 1 search per 10 seconds for Reporting. If rate limiting is hit, reporting is limited to 10 issues.

Because we use the Free version of this addon, it is possible that no data is shown. If this occurs, simply refresh the screen after a few minutes:

More detailed instructions for Status Time Free app is supplied by the vendor: Status Time Reports App.

Version manager

Version manager for Jira plugin limits rights for all version managers to his specific functionality without the need for administer Jira-project permission.
Jira Projects are currently only configured by Jira Admins and not by specific Project Admins.

Users with "Manage Versions" permission will now see an additional item in the project sidebar .
This new item provides a user interface to create, edit, order, delete, release and archive versions for this project.
Versions set via Manage versions can be selected via drop-down fields 'Fix For Version' and 'Affects Version'.

   

Please find on the following link instructions for How to-Manage Versions and the Naming convention.

Xray

Xray for Jira is a Test Management tool (app) that provides the structure to organize, plan, and report with accuracy on the progress of testing as well as the readiness to deploy.

Instructions how to use this addon is supplied by the vendor: About Xray

For Admins, Q&A Managers and Testers the vendor has also a quick guide available: Xray Quick Guides.