Jira main

Welcome to the Jira Confluence space.

What is Jira?

Jira is built with Agile in mind and has a number of features to help teams achieve agility. Agile is a software development methodology that focuses on continuous improvement, adapting to change and delivering working software early & often. Agile contrasts with the traditional Waterfall methodology, where all work is planned in advance, and teams are not supposed to deviate from the original plan. Agile has transformed the software development industry, and more and more companies are switching to Agile.

Jira Environments

Jira Production: https://jira.savethechildren.net/
Jira UAT: https://jira-uat.savethechildren.net/

Integrations

Application Users and Stakeholders

Assisted by Jira... whole organisation (IT, Application and some functional support queries are handled through Jira).
Jira Users...
Jira Administrators...
Jira Owner...

Application Services Scope

Oversees the day-to-day maintenance and management of Jira and Confluence. This means:

Capture demand for incident resolution and service requests reported via the Jira Helpdesk (jira@savethechildren.org), which fall generally within the Jira in ITS Components (defined in 'Jira in ITS Components Glossary' below). Jira in ITS tickets will comply with the 1st Response and Resolutions SLAs (link to further info?).
Document and escalate Bugs and Improvements, and plan and implement Changes as tickets in the ? Project (link). Tickets in the ? Project are not subject to the 1st Response and Resolution SLAs and will be prioritised and scheduled with the Product Owner.

Current issues...

L1

...some Jira/Confluence related queries can be dealt with by local IT staff, for example... these will be categorised as General IT Support?

...will sometimes assign to L3 without considering

i’ve forgotten my password, printer not working, laptop slow

We need a clear distinction between IT support and Jira Service

L2

permissions
workflows
- change/update workflow
something you can change as a project admin, the assignee would be the admin of the project
- changes something with a project should be done in UAT before production
ideally new project requests

L3

require a valiantys response (outage)
global administration access - change the project of how every project flows
reindex
plugins

Product Owner Scope

Owns the vision and priorities for Jira, and works with Application Services to deliver changes/features to achieve this vision. Manages and aligns both users and stakeholders on the Jira Application Roadmap (link TBC), and ensures system design aligns with business requirements. Provides leadership and business expertise for the interaction of Jira with other key business processes and other Save the Children IT solutions.

Jira in ITS Components Glossary

When processing tickets in JIRA, the Assignee must select a Component which describes the nature of the ticket and keep this up to date (if the Component changes at any stage). This provides useful information on the types of tickets the Helpdesk is receiving. The Assignee must select a Component from the below list:

Component	Definition
Permissions:-	Any scenario which involves actioning a change in user permissions
Login details/Log in error...	Any scenario where a user cannot access the system as required, but where the remediation does not involve a change in user permissions. Troubleshooting login problems. AD authentication issues, creating a User ID in JIRA, SSO, etc
Confluence:	Setting up a new Confluence space, editing existing spaces, permissions, etc (Ok to put confluence as component)
Project:	Creating new project. - Jira CAB approval - Joel, Antony, Asghar Change to type project (ServiceDesk, Software or Business) , change the name of project, New/Edit service, New/edit components... Setting up and amending automation rules within a Project, e.g. assigning the correct Priority on a ticket, etc.
Access issue	Cases whereby user is unable to access the link: could be due to system down time, user having wrong link, etc.
Training Request:	Instances where some users will want to be trained on using Jira, how to use / create articles in Confluence, etc. This could include basic JIRA training requests for new starters (what is JIRA, how tickets are submitted, workflow, dashboards, etc)
Dashboards / Filters:	Creating new dashboards, editing, and sharing, Creating new filters, editing, sharing, writing JQL
General Inquiry:	General support queries regarding JIRA support, for example: Functional support, advising people how to build/create dashboards
Email notifications:	Any incident related to email notifications, but no permissions change!
Workflows:	Any incident related to the change in the workflow (flow chart) Creating, editing, deleting project workflows
System bug/defect/outage:	Any notification of a system bug, defect, or outage. For example : Any incident related to a user seeing an error message when they are trying to perform an action; Monitoring the performance and speed of JIRA interface, email handlers, etc Periodic upgrades of JIRA and Confluence leading to issues in system functionality. Upgrades, reindex and reboot Note: All system outages should be prioritised as Critical. Note: Notifications of systems should be linked with a Bug ticket in the JIRA Project.
Test ticket	This component will be useful when users are logging test cases. For example: "If i notice tickets are not appearing in ie FMS queue for some time, this bring up a flag in my mind that the back end of Jira that converts the email the user sends into an actual Jira has stopped working. I would then send an email to fms@savethechildren.org with the header wording of TEST and the body of the mail also as TES. I can then check to see if a Jira tickets then appears in the fms queue or not. If not i would then escalate to the relevant people for them to check and restart the process."
Apps	Installing, updating, uninstalling, disabling Apps/plugins/add-on within JIRA