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JIRA Evaluator Resources
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Product Demonstration

The product demonstration provides a start to finish overview of JIRA and if you have any questions while viewing the video you can live chat with a sales engineer.

View the recording.

Training Courses

Atlassian offers training modules for all users from first time users to experienced administrators. Read about our official training packages here.

JIRA Release Notes

Keep up to date with the latest features by browsing our summary release notes here.

Introduction

Your customers expect timely responses and resolutions to their questions and problems. Behind the scenes, however, it is easy for an issue to go unresolved, be forgotten or simply slip through the cracks. This is where JIRA can help you.

JIRA is a highly customisable and inexpensive system that never loses track of support requests. It works well as a help-desk and support ticket system because you can:

  • Customise JIRA according to existing support practices.
  • Easily keep track of tickets and people.
  • Use JIRA as both your support ticket and issue tracker.

Helpdesk sample file

This sample file is just an example of how JIRA may be used in a helpdesk environment, it is not the only method.

By restoring this sample file, you will lose any data you have created previously. Please back up your existing JIRA instance.

The latest sample file was created using JIRA Enterprise 4.4.3, please ensure you have this version or a newer release.

Recommended Plugins

JIRA can be further enhanced for Helpdesk/Support by adding plugins. In this sample file you will also need to download some plugins for some user dashboards to work properly, but this is not compulsory.
Please follow the instructions for each plugin listed below and be sure to create all the needed custom fields as explained in each plugin. You can view the custom fields I have used here.

Downloading

  • Please ensure you have backed up your existing JIRA Enterprise instance.
  • Before you download the sample file please ensure you know how to restore it.
  • You can download the sample file here.

 

Helpdesk sample file features

  • Based on using JIRA internally for one company
  • 10 users in the database
  • 9 new groups (not including default groups)
  • 3 new project roles (not including default Roles)
  • I.T Department reports and SLAs
  • Specific user reports
  • 10 Projects defined as common helpdesk support items

Click on each arrow to learn more about each feature.

 1. SLA - Service Level Agreements (JIRA priorities)

This sample file uses filters based on issue creation date and priority to show SLAs, other ways can be found here.

 2. Handling of SLA

SLAs are viewed via filters on a shared dashboard - SLAs and statistics (as shown below):
* The left hand side will list the calls within SLA.
* The right hand side will list the calls breaking SLA.
* The SLA is based on the date/time the issue was created and it's priority.
* Once an issue breaches its SLA, the issue will automatically move from the left side into the right.

You can also subscribe to any filter to receive notifications by email. This is useful for keeping track of your SLAs - for example, you can get email updates every two hours for your two hour SLA.

 3. Issue types

Here you can see what issue types are used in each project:

 4. Statuses

Below is the list of workflow statuses that an issue can be in. Some things to note are:
* When an issue is created its SLA will be set automatically. The SLA is based on the priority.
* Issues on hold are still counted towards the SLA, they can not be paused for SLA in this example.

 5. Workflows

All projects use the 'default 3 stage workflow with hold options', the exceptions are:

* 'Suggested Improvement' project uses the 'suggested improvement 2 stage basic workflow' which offers a basic open and close workflow.


* 'New User Form' project and 'User Request' project use the 'user request 3 stage basic workflow' which does not offer all the holding options.

 6. Issue security scheme

All projects use the same Issue Security Scheme. Below is an explanation and picture of the Issue Security Levels in this scheme:

* Reporter and I.T staff - the default setting, only the reporter of the issue and I.T staff can view the issue.
* H.R and I.T - issues can be seen by everyone in the HR and I.T staff groups.
* everyone! - these issues are for company wide viewing when logged into JIRA.

 7. Notification schemes

All projects use the default notification scheme and if you wish to turn this on, please follow the documentation here.

You might also like to take a look at creating issues/comments in JIRA via email.

 8. User list logins

All user passwords are the same: password
The main username to login with is: rmk, as he has full JIRA admin rights and is also a member of the Helpdesk group.

You can also jump to another user quickly by clicking their name in the top bar from the home page: