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You're reading from Jira Quick Start Guide Manage your projects efficiently using the all-new Jira

Product type Paperback

Published in Jan 2019

Publisher Packt

ISBN-13 9781789342673

Length 162 pages

Edition 1st Edition

Languages

Java

Tools

JIRA

Concepts

Project Management

Author (1):

Ravi Sagar

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Table of Contents (10) Chapters

Preface

1. Introducing Jira FREE CHAPTER

2. Getting Started with Jira Core and Basic Usage

3. Using Jira Software for Development Teams

4. Using Jira Service Desk for Help Desks

5. Jira Schemes and Configuring Project Workflow

6. Configuring Project Screens and Permissions

7. Reports and Dashboards

8. Best Practices

9. Other Books You May Enjoy

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Jira Service Desk

Let's now look at some important Jira Service Desk reports that are unique to Service Desk only.

SLA success rate

One of the unique features of Jira Service Desk is the concept of service-level agreements (SLAs) that you can configure for your project. Let's look at the following report concerning two SLAs:

Figure 7

This report provides the success rate percentage for the two SLAs that we have in the project—Time to first response and Time to resolution. There is a trend line as well that shows this information over time.

Satisfaction

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Authors (1)

Ravi Sagar

Ravi Sagar is an Atlassian Consultant and Drupal expert with several years' experience in web development and business analysis. He has worked extensively at implementing and customizing big Jira instances for project tracking, test management, support tickets, and Agile tracking. Ravi founded Sparxsys Solutions Pvt. Ltd. (www.sparxsys.com) in 2010. This company provides consultancy and training services on Atlassian tools and Drupal. He has a keen interest in building accessible websites adhering to WCAG guidelines. Ravi's areas of interest include project management and Agile methodologies. Along with this, he has also authored several books for Packt. They are: • Mastering JIRA 7 - Second Edition • Mastering JIRA. • Your Definitive Guide To Building a Fantastic Blog in Drupa His certifications also include: • Atlassian Certified Professional Jira Administrator. • Atlassian Certified in Agile Development with Jira Software. In his free time, he loves blogging on his website at http://www.ravisagar.in, where he writes regularly about topics such as DevOps and programming. You can connect with him at http://www.linkedin.com/in/ravisagar or e-mail him at ravi@sparxsys.com.

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