This is just an example of how JIRA may be used in a helpdesk environment,
it is not the only method nor is it the recommended solution.
There are many other ways to handle different situations that you may have.
You can also read this documentation on the same subject.

You can also see how to use JIRA for other tracking systems here

Please email sales@atlassian.com for help or questions on this topic.

Before using the sample file...

• Please back up your existing JIRA Enterprise instance. You can read how to do this here.
• The latest sample file was created using JIRA Enterprise 3.11, please ensure you have this version or a newer release.
  You can download the latest version of JIRA Enterprise here.
• You will also need to download some plugins for all the features to work properly.
  Follow the instructions for each plugin.
  Be sure to create all the needed custom fields as explained in each plugin.
  you can view the custom fields I have used here:
  • The plugins you will need are:
    • JIRA Charting Plugin
    • Filter list
    • Show Saved Filter With Select Columns
    • Available Workflow Actions Customfield
    • Toolkit
  • You can view all available JIRA plugins here:
    • Some others I find useful are the Links Hierarchy Reports and
    • Search Box

The sample file

• Please ensure you have backed up your existing JIRA Enterprise instance
• You can download the JIRA helpdesk sample file here:
• Restore the sample data file. You can learn how to restore a file here:

Sample data file features

• Based on using JIRA internally for one company
• 19 users in the database
• 9 groups
• 3 project roles
• I.T Department reports and SLAs
• Specific user reports
• HR users can access all HR issues, even if they didn't report it
• 10 Projects defined as common helpdesk support items

SLA - Service Level Agreements (JIRA priorities)

Handling of SLA

• SLA are viewed via two dashboard portlets
  • The first portlet will list the calls within SLA
  • The second portlet will view calls breaching the SLA
  • The SLA is based on the date and time the issue was created
  • Once an issue breaches its SLA, the issue will automatically move into the breached portlet

• You can subscribe to this filter to receive notifications by email at the start of your day.

Issue types

• standard helpdesk call
• user-request
• suggested improvement
• new user form
• sub-task

Statuses

• Open
  • • once an issue is created its SLA will be active
• Hold options
  • on hold - general
  • hold for I.T
  • hold for customer
  • hold for 3rd party
    • issues on hold are still counted towards the SLA
    • currently held issues can not be paused for SLA
• Closed
  • • issue will not be counted towards any SLA

Workflows

• All projects use the 'default 3 stage workflow with hold options '
  • exceptions are:
    • 'suggested improvement' project uses the 'suggested improvement 2 stage basic workflow'
      • basic open and close statuses
    • 'new user form' project and 'user request' project use the 'user request 3 stage basic workflow'
      • Basic open/hold/close statuses

security schemes

• reporter and I.T staff
  • the default setting, only the reporter and I.T staff can view the issue
• HR new user forms
  • Used in the New User Form project, new users submitted by HR can be seen by everyone in HR and I.T staff
• everyone!
  • used in the suggested improvement project, all issues here are for company wide viewing

notification schemes

• all projects use the default notification scheme
  • no modifications made

User list logins

• All user passwords are the same: password
• The main username to login with is: rmk
  • Full JIRA admin rights
  • Also a member of the Helpdesk group

• Other Helpdesk users are: veronica and swilliams
• Users in the Network Admin group are: geoff and steve

Screenshots:

JIRA as a helpdesk support system
3 stage workflow with holding options	helpdesk staff issues	filter list or report list
custom fields	create new issue	view SLA
SLA subscription	SLA (JIRA priorities)	project list
unassigned issues

Please email sales@atlassian.com for help or questions on this topic.