JIRA is a ticketing system for the company to log internal communications and projects. Going forward, we are using this system as our primary tool for project related communication. JIRA is a way to assign, receive, be accountable for, and track the status of departmental & individual projects.
Standards for Instant Messaging & emailing:
IM-ing should not be used for requests that can be logged in the ticketing system. IMs are only appropriate if:
- A customer is urgently waiting on your response
- Websites are down
Before sending an email, ask ‘Would this be better served as a JIRA ticket’? Email is appropriate if:
- The email is not project or request based
- The email is a request for help that will take less than 15 minutes & has no urgency or tracking
- There is no need to follow up with an IM or email if you have logged a ticket; the Asignee will be notified when comments are made
Projects
A JIRA project is a collection of issues (tickets). For example, our JIRA projects could be:
- a software development project
- a marketing campaign
- a helpdesk system
- a leave request management system
- a website enhancement request system
Every issue belongs to a project. Each project has a name (e.g. UC Software Dev) and a key (e.g. UCSDEV).
Workflow
A JIRA workflow is the set of statuses and transitions that an issue goes through during its lifecycle.
UC Ticket Workflow
Open >> In Progress >> Under Review >> Approval >> Close
- A ticket is opened
- Asignee & (if any) watchers are notified via email
- Asignee should start progress to alert reporter and watchers that work has started on the ticket
- Assignee will request a review from the reporter
- Reporter will review and close, reopen, or reassign the ticket
Go to Log a Ticket