First JIRA configuration - newbie looking for guidelines

Hi guys,

I'm a developer/PM in SaaS startup. We decided to move from our basic tools to JIRA and I picked up the project. Currently we are mostly interested in simple workflows with permissions in transitions and time tracking. I heard that once you set up JIRA incorrectly it's really hard to make changes. We are prepared to hire specialist but right now we need to figure out how we want to use the tool and what we expect from it.

Firstly I chose our challange/bug board to be first to move. The main idea is that we want to measure time by the status. I created simple workflow, roles etc. , but the problem is that issue is created by nontechnical/business team and it can be resolved by one of many technical teams. Even though all of them use similar workflow, we want to time track them separately, someone advised me to create status for each technical team but this will create many duplicated branches of workflow with different names. Another approach would be to create field that holds the name of the team that's taking care of the issue and somehow filter them by the field, or maybe filtering by assignee.


2 answers

Hi @SonilGomes 


in case you have a lot of input from non technical users and don't want want to scare them with Jira interface ;) and also would like to easily manage time in status (kind a SLA I suppose) I would suggest to setup Service Desk for issues registration. 


SD should be integrated with Jira with automated dispatch - based on dedicated fields values - to proper technical team. With Scriptrunner or automation it could be done pretty easy. 


he advantage is that you don't need to provide licenses for all business users, as they will use SD and you pay only for Agents. If the integration and automatisation is done well you will manage with basic 3 agents for SLA and other SD reporting purposes. 


In case you would like to investigate it further let me know. I used to define and setup such integration with SD processes for instances with 500users and 3-10 agents only. 

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Manuel Bastardo Castellano
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Nov 08, 2019

Hi @SonilGomes welcome to the comunity. Is a very good idea search information before start customization at Jira.

Please check if this add on help you i think is the easy solution for you now :


Time in Status allows you to easily create reports on issues that show how much time each issue spent on each status, assignee or group.

  • Cross project reports that show time spent for each status, assignee or group.
  • Reports that show transition and status use counts.
  • Reports that show first/last transition dates.
  • List all issues or get aggregated data (average or sum) grouped by fields you pick.
  • Get data for a single issue on Issue View screen tab.
  • Use 24/7 calendar or define your custom business calendars that exlclude non-working hours or days.
  • Include system or custom fields in the report.
  • Customizable time formats.
  • Export as XLS, XLSX or CSV.

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