Working with issues
In Jira Service Desk, customer requests are automatically triaged into queues, so you can easily find the issues you need to work on. If you are ready to jump in and learn more about working on and managing customer issues, you're in the right place.
What is an issue?
Different organizations use Jira to track different kinds of issues, which can represent anything from a software bug, to a project task, or a leave request form.
In Jira Service Desk, an issue is a packet of work that agents work on. In an IT service desk, it represents an incident, a change, and a service request, etc. For example, a customer request of "Our printer is not working" appears as follows in the customer portal:
As an agent, you will pick the issue up internally in the service desk project to work on and it will look like the following:
We're gradually rolling out a new issue view, starting with a new linked issues view. It has one screen to view and edit, and will eventually be the issue view that's consistent across Jira Service Desk. It looks a little different and some procedures have changed slightly, so take a look at our info page to see what's new and get the latest updates.
What activity is shown in the History and Activity tabs?
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.
What are project and issue keys?
Issue keys are unique identifiers for every piece of work you track with Jira. They are easily recognizable and quick to remember.
An issue's key holds very little significance on its own. But, when used by your team, these little snippets represent work to be done, work that's in progress, and work that's been completed.
You'll see issue keys:
- On issues themselves, as a label
- In search results and saved filters
- On cards on your boards or in a project's backlog
- In links connecting pieces of work
- In the issue's URL
- Anywhere you need to reference the work you're tracking
Issue keys are made up of two parts:
- The project key (SMART in the screenshot above)
- A sequential number
Project keys are a series of letters that describe to people across your Jira site what pieces of work are related to your project.
Project keys are the most memorable and recognizable piece of an issue's identifier. For example, our team is codenamed Donut World. We use the project key DONUT to help people across Atlassian know and recognize work that relates to our team.
Project admins can create and assign their project's key when they create a new project. Based on the project's name, Jira suggests a recognizable key. Project admins can customize this while creating a project, by selecting Advanced options. And, they can update it at anytime in their project's settings. Read more about editing a project's details.
Project keys combine with a unique number to create an issue key. This complete key uniquely identifies the work being tracked on any issue.
Issue keys are created when someone creates an issue inside a particular project. Jira keeps count of the unique pieces of work you create in your projects. Issue keys can't be edited or customized.
Each key is sequentially numbered as you create issues. For example, I'm writing this document as part of our task DONUT-2727.
Issue keys take on a life of their own after you settle into working with Jira. You'll recognize the good times and bad through the keys you use to track your work.