How to create ticket tracking within Enterprise JIRA software

[Frank Scutaro]

I've been asked to create ticket tracking within our existing enterprise JIRA software platform, specifically for content requests that come into our group for our CMS (adding, updating or deleting assets from our servers). Additionally, the ask includes creating a board to track all requests, progress, completed and rejected requests.

My only experience in JIRA has been to create issues within an existing project, so I have no idea where to go to begin. Any help would be appreciated. Thanks.

[Trudy Claspill]

Hello @Frank Scutaro 

Welcome to the community.

Are you working with Jira Cloud or Jira Server/Data Center? If your URL is something like https://<yourCompany>.atlassian.net, then you are working with Jira Cloud.

How would the requests be created? Would people be creating these requests directly in Jira? Would emails be sent from which requests need to be generated? Would the requests be created programmatically through the Jira REST API?

It sounds like you will need to have a new project created for these requests. A Jira Administrator can create a new project. You will need to determine what type of customizations may be needed. What will the workflow be for these requests? Are there custom fields needed? Who needs what types of permissions regarding these requests?

Are you a Jira Administrator for the system, or does your company have others who handle Jira Administration? This is work that will require Jira Administrator access to complete.

[Frank Scutaro]

Hi @Trudy Claspill 

Thank you for the response! And to answer your questions:

Based on your description, we are likely working on Jira Server/Data Center (our URL is https://jira.<company>.com/projects/<my division's project>/)

The idea is that yes, requestors would enter the request directly in Jira and I (or someone on my team) would receive (or be assigned) the requests so that we can review and either approve or reject.

I intuitively felt that I needed to have a new project created, but wasn't sure, so i am glad you noted that. And yes, there would likely be customizations, specifically for the type of asset, region, country, franchise (brand) among other metadata that I would like to track.

Since I am not a Jira administrator, I likely would need someone to create that project for me. That being said, is there any specific template or format I should target for this sort of application?

Please let me know your thoughts. Thanks!

[Trudy Claspill]

How much of the information in the request do you want visible to the people making the requests?

You are likely working with a Software project which is part of the Jira Software product.

There is another Jira product called Service Management. That product is architected around the idea of a "help desk", where "customers" submit requests and "agents" fulfill the requests. The product builds on the functionality you are used to, but also adds functionality relevant to a help desk. In that configuration the "customer" has limited access to the information within the issues, while the agents have full access. There are also help desk oriented reports and options to define SLAs. There are still options to have customized workflow and fields in this product, like you have in Jira Software. If that sounds like what you would want, talk to your Jira Admins to find out if that product is part of your environment. If it isn't, it would cost additional money to have it included.

If you are going to stick with the using a Software project, the availability of "templates" for projects depends on what your Jira Admins have added to the system. 

You should take time to figure out what you need in your project with regard to 

- who should be able to see it

- who needs what sort of access to it (read-only, create-only, create-and-edit)

- what sort of custom data you need to track, and how those custom elements should be defined (free-form text, pick-list, etc)

- who needs to receive what sort of notifications about events that occur with the issues

- what sort of workflow (set of issue Statuses) you need, and how the issues can move through those statuses

- what Issue Types you need - are the built in Story, Bug, Task, Epic, Sub-task right for you or do you need something different?

- what type of reporting you need.

- You mentioned you want a "board" - scrum or kanban?

Once you start to zero in on your needs, talk with your Jira Administrators. They will be able to tell you what is possible in your system.

[Frank Scutaro]

Trudy,

Thanks again. In response to your first question; I would be OK with the requestor seeing all of the information since they will be the ones to furnish (e.g. when the requestor submits, they will be responsible for entering/furnishing the region, franchise, etc).

With regard to the specific Jira product/package we have, I will reach out to our administrator for that information.

Best,

Frank