Working with issues
What is an issue?
Different organizations use JIRA applications to track different kinds of issues, which can represent anything from a software bug, a project task, to a leave request form.
In JIRA Service Desk, an issue represents a customer request (i.e. a helpdesk ticket), such as "Our printer is not working", which appears as follows in the customer portal:
As an agent, you then pick up the issue from the service desk agent view:
Issues are the building blocks of any JIRA project. An issue could represent a story, a bug, a task, etc in your project. This is what an issue looks like in JIRA Software:
On a board (Scrum project — backlog)
Full view (e.g. via search results)
Note, the issue detail view may show different fields to the full view if it has been customized by your administrator. To see the full view, open the issue in a new tab/window (e.g. click the issue key with your middle mouse button).
Most information on an issue is self-explanatory. Here are a few things to be aware of though:
This panel will be shown on the issue, if your administrator has set Time Tracking to 'Remaining Estimate and Time Spent'. If an issue has sub-tasks, the Remaining estimate for the issue plus sub-tasks is rolled up into the parent issue.
The History tab of an issue records the following information: creator of the issue (this may be the same as the reporter, but can be distinct), changes to an issue field, attachment of a file, deletion of a comment, deletion of a worklog, creation or deletion of an issue link.
The Activity tab has the same information, plus additional information, such as comments. However, this may load more slowly, especially if there has been a lot of activity on the issue.
In JIRA Core, an issue is essentially a packet of work. It could be a small task like "Remember to order pizza for charity night", or a large chunk of hard work like "Build bridging wall between house and garage"! It all depends on your project, and how you and your team decide to break down your work into issues.
An issue is broken down into several key areas. Here's an example of an issue to build a wall, and we've pointed out the key areas for you.
<screenshot when tied down>
Check out the following pages to reach issue ninja status: