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JIRA 7 Essentials

You're reading from JIRA 7 Essentials Explore the great features of the all-new JIRA 7 to manage projects and effectively handle bugs and software issues

Product type Paperback

Published in Nov 2016

Publisher Packt

ISBN-13 9781786462510

Length 398 pages

Edition 4th Edition

Languages

Java

Tools

JIRA

Concepts

Process Management

Author (1):

Patrick Li

View More author details

Table of Contents (12) Chapters

Preface

1. Getting Started with JIRA FREE CHAPTER

2. Using JIRA for Business Projects

3. Using JIRA for Agile Projects

4. Issue Management

5. Field Management

6. Screen Management

7. Workflow and Business Process

8. E-mails and Notifications

9. Securing JIRA

10. Searching, Reporting, and Analysis

11. JIRA Service Desk

Chapter 11. JIRA Service Desk

JIRA was originally designed and intended as a tool for developers. It was also designed to be an issue-tracking tool to capture bugs and tasks as they build software. However, its flexibility and extensibility allowed users to use and adapt it into almost any other use cases. Recognizing this and JIRA's potential, a new product called JIRA Service Desk from Atlassian has been released, which was built on top of the JIRA platform, transforming it into a fully-fledged service desk solution.

By the end of the chapter, you will learn the following topics:

Installing JIRA Service Desk
Creating and branding a new service desk
Defining and setting up a service-level agreement
Creating custom queues for agents to work from
Integrating with Confluence to set up a knowledge base

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Authors (1)

Patrick Li

Patrick Li

Patrick Li is the cofounder of AppFusions and works as a senior engineer there, specializing in integration solutions with many enterprise applications and platforms, including IBM Connections, Jive, Google Apps, and more. He has worked in the Atlassian ecosystem for over 10 years, developing products and solutions for the Atlassian platform and providing expert consulting services. He has authored many books and video courses covering Jira. He has extensive experience in designing and deploying Atlassian solutions from the ground up and customizing existing deployments for clients across verticals such as healthcare, software engineering, financial services, and government agencies.

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