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Jira (Project types (Service Desk: Allow customers to set requests on a…

- - - - Bug Tracking
      - Kanban
      - Scrum
    - - Options
        
        Issues
        
        My open issues
        
        Reported by me
        
        All issues
        
        Open issues
        
        Done issues
        
        Viewed recently
        
        Created recently
        
        Resolved recently
        
        Updated recently
        
        Reports
        
        Issue analysis
        
        Average age report
        
        Created vs. Resolved Issues Report
        
        Pie Chart Report
        
        Recently Created Issues Report
        
        Resolution Time Report
        
        Single level group by report
        
        Time Since Issues report
        
        Forecast & management
        
        Time tracking report
        
        User workload report
        
        Version workload report
        
        Other
        
        Workload pie chart report
        
        Add item
        
        Add shortcut
        
        Web address
        
        Name
        
        Releases
        
        Version name
        
        Start date
        
        Release date
        
        Description
        
        Status
        
        Unreleased
        
        Released
        
        Archived
        
        Actions
        
        Release
        
        Build and Release
        
        Archive
        
        Delete
        
        Edit
        
        Components
        
        Settings
        
        Settings
        
        Details
        
        People
        
        Summary
        
        Delete project
        
        Issue types
        
        Widget
        
        Workflows
        
        Screens
        
        Fields
        
        Versions
        
        Components
        
        Permissions
        
        Issue security
        
        Notifications
        
        HipChat integration
        
        Project automation
        
        Select a template
        
        12 more items...
        
        Development tools
        
        Issue collectors
  - - - Options
        
        Summary
        
        Activity
        
        Statistics
        
        Board
        
        Board view
        
        Create new issue
        
        Issues
        
        My open issues
        
        Reported by me
        
        All issues
        
        Open issues
        
        Done issues
        
        Viewed recently
        
        Created recently
        
        Resolved recently
        
        Updated recently
        
        Reports
        
        Issue analysis
        
        Average age report
        
        Created vs. Resolved Issues Report
        
        Pie Chart Report
        
        Recently Created Issues Report
        
        Resolution Time Report
        
        Single level group by report
        
        Time Since Issues report
        
        Forecast & management
        
        Time tracking report
        
        User workload report
        
        Version workload report
        
        Other
        
        Workload pie chart report
        
        Business projects
        
        Business projects documentation.
        
        Link to template specific documentation.
        
        Documentation
        
        Add item
        
        Add shortcut
        
        Web address
        
        Name
        
        Settings
        
        Details
        
        People
        
        Summary
        
        Delete project
        
        Issue types
        
        Widget
        
        Workflows
        
        Screens
        
        Fields
        
        Versions
        
        Components
        
        Permissions
        
        Issue security
        
        Notifications
        
        HipChat integration
        
        Project automation
        
        Select a template
        
        Copy rule
        
        Copy an existing automation rule from any project.
        
        Add sub-tasks on create
        
        Need to run through the same checklist over and over? Add sub-tasks on create.
        
        Blank rule
        
        Start from scratch and build your own automation rule chain.
        
        Auto assign issues
        
        Automatically assign issues to a user on transition.
        
        Re-open on comment
        
        Automatically transition issues back to open when customers comment!
        
        Recurring tasks
        
        Need to keep track of tasks that come up every month? Simply create an issue on a schedule.
        
        Respond to know errors
        
        Feeling the load? automatically ad comments to issues matching a certain pattern.
        
        Send notification
        
        Setup SMS alerts using your Twilio account to get notified when a critical issue is raised.
        
        Set defaults for system fields
        
        Set default field values when an issue is created.
        
        Support SLA
        
        Check every hour if an SLA has been breached and escalate issues
        
        Can't find what your looking for.
        
        Browse existing topics
        
        Send detailed description of your specific use case.
        
        Rules
        
        Allow you to select and c ombine different pieces of functionality to produce sophisticaded tule chanis.
        
        Made of
        
        3 more items...
        
        In the header you will find the status of the rule on the left and actions to perform on the right. To persist changes and activate the rule you need to publish it. The side -bar on the left allows you to navigate between rule components, view the audit log and add new components.
        
        Fields
        
        7 more items...
        
        Components
        
        1 more item...
        
        Development tools
        
        Issue collectors
      - Templates
        
        Process control
        
        Track activities and tasks for recurring processes
        Suitable for processes that have defined steps
        
        Task tracking
        
        Organize tasks for a team or a personal project
        Treat it like a long to-do list
        
        Project management
        
        Manage activities for completing a business project
        Use it for time-based or deliverable-based projects
  - - - Email requests: Messages sent to this address create new requests in the service desk.
        
        Customer notifications
        
        Action that triggers a notification
        
        Template design
        
        Widget: Request forms that can be placed in other websites.
        
        Satisfaction settings: Collect customer satisfaction feedback.
        
        Service Level Agreements (SLAs)
        
        Metrics
        
        Start: Events that starts a timer.
        
        Pause on: Events that may pause timer.
        
        Stop: Events that stop timer.
        
        Goals
        
        Automation: Perform actions in your service desk based on specific triggers and conditions
        
        Name
        
        Description
        
        Actions and conditions
        
        Language support
        
        Customer permissions
        
        Create Issues
        
        Customers can access the project in the customer portal
        
        Customers can comment on their requests.
        
        Customers can add attachments to their requests
        
        Assign Issue (This permission is mandatory for the Assignee field to work. The Assignee field is an optional hidden field and it automatically channels issues to certain team members.)
        
        Automation (real)
        
        Transition on comment
        
        When a comment is added to an issue, this rule automatically transitions the issue so it's clear who it's waiting on.
        
        Update when a linked issue changes
        
        When the status of an issue changes, this rule will add a comment to its related issues. You can customize this to resolve related issues, change which issues are updated, and more.
        
        Auto-close after being resolved for 3 business days
        
        After 3 business days of the resolution being set, auto-close issues unless the resolution is cleared. The condition and the 3 day limit are set in the 'Time to close after resolution' SLA.
        
        Auto-approve standard changes
        
        After a standard change is created, this rule transitions the change through the 'Peer review / Change manager approval' stage to 'Planning'. It adds a customer-facing comment stating the approval was automated.
    - - IT Service Desk
      - Internal Service Desk
      - External Service Desk
    - - Customer Portal
      - Email Support
    - - Icon
      - Issue Type
        
        Service request
        
        Incidents
        
        Problem
        
        Change
        
        Service Request with Approvals
      - Request Name
      - Description
      - Can be grouped
      - Fields
        
        Visible
        
        Hidden
      - Workflow Status
        
        Name of the status
        
        Customer facing status
    - - Customize
        
        Name
        
        Introduction text
        
        Logo
        
        Header is always white, logo should not be completely white.
        
        Announcements
        
        Text and banner color
- - - - Change company logo.
      - Change favicon
      - Colours
      - Gadget colours
        
        Gadgets display summaries of JIRA project and issue data on the dashboard.
      - Date/Time formats
    - - Change language
      - Per user language selection.
      - Override default translations of Issue Types, Resolutions, Statuses and Priorities
    - - JIRA lets you change the columns of the table of search results for any search results displayed using the List view
      - Steps
        
        Click Columns at top right of the issue table to open the column configuration dialog, shown below.
        
        This displays the list of the columns used in the current table of results. Choose the columns you want with checkboxes and click Done to finish.
      - Sorting and rearranging columns
        
        To sort issues, just click on a column header.
        
        To rearrange the column layout, press and hold the mouse button to enter "column drag mode."
    - - The default dashboard is the screen that all JIRA users see the first time they login. Any users who have not added any dashboard pages as favorites also see the default dashboard.
      - JIRA allows Administrators to configure the default dashboard. The gadgets on the default dashboard can be re-ordered, switched between the left and right columns, additional gadgets can be added, and some gadgets can be configured. The layout of the dashboard (e.g. number of columns) can also be configured.
      - All changes made to the default dashboard will also change the dashboards of all users currently using the default. However, gadgets that users do not have permissions to see will not be displayed to them. For example, the 'Administration' gadget, although it may exist in the default dashboard configuration, will not be visible to non-admin users.
      - Documentation
        
        https://confluence.atlassian.com/jira064/configuring-the-default-dashboard-720412276.html
    - - Administrators can configure an announcement banner to display pertinent information on all JIRA pages. The banner can be used to relate important information (e.g. scheduled server maintenance, approaching project deadlines, etc.) to all users. Further, the banner visibility level can be configured to display to all users or just logged-in users.
      - Documentation
        
        https://confluence.atlassian.com/jira064/configuring-an-announcement-banner-720412292.html
      - Banner visibility mode
        
        The announcement banner visibility level can be configured to specify to whom the banner will be displayed. There are two modes:
        
        Public — the banner is visible to everyone
        
        Private — the banner is visible to logged-in users only
    - - Administrators can configure JIRA to prompt users with a confirmation before logging them out.
      - By default, JIRA will not prompt users to confirm logging out
      - Documentation
        
        https://confluence.atlassian.com/jira064/enabling-logout-confirmation-720412296.html
    - - You can add custom links in the application navigator, to make it easier for users to navigate to frequently used information.
      - The application navigator is the hamburger control in the top left of the JIRA header that displays a menu of links to other applications. It is only displayed to users if there is more than one link. You can customize the links that appear in the application navigator, as well as making certain links only visible for specific users.
      - Documentation
        
        https://confluence.atlassian.com/jira064/creating-links-in-the-application-navigator-720412306.html
    - - JIRA lets you change the columns of the table of search results for any search results displayed using the List view (as opposed to the Detail View). Click Columns at top right of the issue table to open the column configuration dialog, shown below.
      - Documentation
        
        https://confluence.atlassian.com/jira064/configuring-issue-table-columns-720412300.html
    - - We're (JIRA) rolling out a new project navigation experience in JIRA. By default, the new navigation will be switched on for users, but if you decide you're not ready for the change, you can opt to turn it off.
      - JIRA Administrators have three options:
        
        Allow individual users to turn project navigation on or off (default)
        
        Enable project navigation for all users
        
        Disable project navigation for all users
      - Documentation
        
        https://confluence.atlassian.com/jira064/configuring-project-navigation-720412308.html
  - - - When you install JIRA, three groups are automatically created:
        
        jira-administrators
        
        jira-developers
        
        jira-users
    - - Viewing
      - Adding
      - Deleting
      - Editing
    - - To automatically add newly-created users to a particular group, you can either:
        
        Grant the group the 'JIRA Users' global permission. See Granting global permissions for instructions.
        
        Specify the group name in the 'Default Group Memberships' option when Connecting to an LDAP Directory. See Adding Users to Groups Automatically for instructions.
    - - https://confluence.atlassian.com/jira064/managing-groups-720412316.html
  - - - If you need a list of your Atlassian Cloud users—for auditing purposes, for example—you can export your user list as a CSV from the user management screen.
    - - Ways to create.
        
        Add the user directly into JIRA
        
        Invite users via email
        
        Allow users to sign up
        
        Automatically create users when issue/comment creation emails are received from unknown email addresses
        
        Connect to an Internal Directory with LDAP Authentication
      - If you have a user limited license (e.g. starter license) and have reached your user limit, any further users created will not have permission to log in to JIRA
    - - User full name is visible to all, email visibility is controlled in configuration.
      - Group membership and the ability to edit users is only available to administrators.
      - Any JIRA user can see their own details, including group memberships, update their own password, and change certain user preferences (for example, time zone and language).
    - - When a user is created, they will be added to any groups that are set up to have new users automatically added to them.
      - Locate the user in the User browser (see Viewing Users above) and click the Groups link in the Operations column.
        This will display two lists; the one on the left shows all Available Groups, and the one on the right shows the Current Groups to which the user currently belongs.
        Choose a group(s) and click the Join selected groups or Leave selected groups buttons to add/remove the user from the selected groups.
      - If you have a user limited license (e.g. starter license) and have reached your user limit, you will not be able to assign any further users to groups with login permissions (i.e. jira-users permission) without first reducing the number of users with login permissions.
        Assigning a user to a project role
    - - Assigning a user to a project role
      - Adding a property to a user
      - Deactivating a user
      - Deleting a user
      - Documentation
        
        https://confluence.atlassian.com/jira064/managing-users-720412319.html
- - - - Triggers: Initiate an automatic transition for a JIRA issue.
      - Conditions: Permissions and conditions needed to perform a transition.
      - Validators: Conditions inside a transition required to perform post functions.
      - Post functions: Actions performed after a transition occurs.
- - - - Software Server
      - Software Cloud
    - - Service Desk Server
      - Service Desk Cloud
    - - Cloud API
        
        Link to endpoints and documentation
        
        https://docs.atlassian.com/jira/REST/cloud/#api/2
        
        Experimental methods
        
        Methods marked as experimental may change without an earlier notice.
        
        Options
        
        Ordering
        
        Some resources support ordering by a specific field. Ordering request is provided in the orderBy query parameter.
        
        Pagination
        
        Uses pagination to limit the response size for resources that return a potentially large collection of items.
        
        Expansion
        
        You can use the expand query parameter to specify a comma-separated list of entities that you want expanded, identifying each of them by name.
        
        Connect add ons
        
        Authentication via JWT (JSON Web Tokens)
        
        Rest API
        
        Authentication via OAuth or regular http
        
        URl Structure
        
        http://host:port/context/rest/api-name/api-version/resource-name
        
        hosts
        
        auth
        
        for authentication services
        
        api
        
        everything else
        
        Uses JSON
      - Server API