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Administrator Responsibilities: Part 4

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


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.


Part 5: Who does what?

 

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