Administrator Responsibilities: Part 4

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Additional User Types

Additionally, all application and deployment types have regular users who track their work in Jira.

Regular users  – create, update, and complete Jira issues and Confluence pages

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Jira Service Management (JSM)

In JSM, technicians that resolve support requests are called agents. The users who request support are called customers. Both have different abilities and roles to play.

Definitions:

• Agents – receive and resolve support requests within the Jira interface

• Customers – request support from a simplified website called the customer portal

Who are your customers?

Customers may include internal users, external users, or both. We all have “customers”, even if we don’t realize it. They may be a external clients, internal team members, or users of your organization’s products and services. Most teams have someone or something (ex: an application or process) to support.

Example: Human Resources Department

Note: You may need to horizontally scroll to see all four table columns. 

Potential customers	Needs	Frequency	Priority
Internal employees	Benefits questions, leave requests, employment questions, company feedback, etc.	Often	Highest
External vendors and consultants	Contracts, invoicing, payment, etc.	Moderate	Medium
Job applicants	Submissions, status updates, questions, etc.	Intermittent	High
Hiring managers in other departments	New requisitions, applicant status, job description updates, etc.	Intermittent	Medium
Fellow HR team members	Same as internal employees plus: process questions, team specific requests, etc.	Moderate	Medium
And more

Example: Tools/Software Management Team

Note: You may need to horizontally scroll to see all four table columns. 

Potential customers	Needs	Frequency	Priority
Internal application users	Access issues, trouble reports, feature requests, etc.	Often	Highest
External application contacts	Security notifications, update/patch requests, etc.	Moderate	Medium
Internal applications themselves	Alert management, user management, general troubleshooting, etc.	Intermittent	High
Connected or integrated applications	Audits, connectivity, monitoring results, etc.	Intermittent	Medium
Finance, procurement, or licensing team members	Cost/tier changes, license key updates, etc.	Intermittent	High
And more

Homework

Using the above examples, make a list of all your organization’s potential users or groups, the type of help they need, and the expected request frequency. If your sales or marketing teams use personas to help understand customer needs you can use a similar approach when crafting or enhancing your process.

After the customer is well defined is the best time design your process and implementation strategy for Jira projects and Confluence spaces.

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Part 5: Who does what?