Frequently Asked Questions: JIRA 6

Date: [4 November 2015] Version: 3.0

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Contents

Where can I find the JIRA6 Manual and video’s? 3

Why can't I connect to JIRA anymore? 3

What does ''cf[10160]'' mean as a filter error? 4

How can I open the filter that I use in a gadget? 4

Hour registration related questions 5

How to enter worklog on Service project 5

How to correct worklog hours in Jira? 5

I registered my time, everything transferred. But.. I picked the wrong code. What to do next? 6

I cannot register my time because the AX code is not yet available for me. Who to contact? 6

I need to register time on a ticket, but the customer should not see this at this point in time. What can I do? 7

How to make a ticket invisible? 7

How to specify a fix activity code to a ticket 8

A parent ticket is set as ‘private’, this means the ticket is only visible for DLW, what with the child tickets? 8

JIRA Auto logger 8

SLA related questions 11

What is the ''target remaining time'' of the issue I'm working on? 11

What is GTI and GTR? 11

What are the default SLA values? 11

What are the defined calendars in JIRA? 12

One Fixed option, no variations are possible 12

How can I see what SLA is on this ticket? 13

Mail notifications 14

I want to inform my colleague/customer that I added a comment, but no mails are sent out when I add something 14

What if my customer insists to see every move in the ticket? 14

When does JIRA send a mail? 14

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Answers:

Where can I find the JIRA6 Manual and video’s?

You can consult these by going to the upper left corner in JIRA.

Why can't I connect to JIRA anymore?

Make sure you’re using the correct Jira link: https://dams.delawareconsulting.com If you still can’t connect, take a screenshot of the error you get and mail it to the ServiceDesk. What does ''Number must not exceed 50'' mean as a filter error? In JIRA the filter can only show up to 50 results. When you receive this error you should edit your filter and set the ''Number of results'' box on 50 or less. This does not mean the filter will only find the top 50 results; it will merely group them in your preset number. At the bottom of the filter you can choose the different pages.

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What does ''cf[10160]'' mean as a filter error?

Some fields have changed. If you get this error you used the "DAMS Support project" as filter setting. Select the 'cf[10160]' field and change it by: 'Category'.

How can I open the filter that I use in a gadget?

There used to be a link in the title of the gadget. Now this link is at the bottom of the gadget. Where you see "Displaying issues # to # of # matching issues.", is where the link is. Click the "matching issues" part to open the filter.

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Hour registration related questions

How to enter worklog on Service project

How to correct worklog hours in Jira?

Contact the service desk with clear instruction of what hours need to be corrected

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I registered my time, everything transferred. But.. I picked the wrong code. What to do next?

The delete option is still open in the timesheet app. You can delete the hours, which will generate a booking in AX, so that the SDM can see that something went wrong. Next, service desk must be informed to delete the corresponding hours in JIRA, so that the registration can be done again.

Timesheet app manual can be found here.

I cannot register my time because the AX code is not yet available for me. Who to contact?

It is the responsibility of the service delivery manager to assist you in this. When creating a JIRA project, one must ensure that the AX code is available and linked. If this is not done, the SDM should be the first way to escalate. Your team lead is the next level of escalation.

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I need to register time on a ticket, but the customer should not see this at this point in time. What can I do?

It is possible to create a ticket that is not visible for the customer. To be aligned with the SDM, but the “how to” can be found under “How to make a ticket invisible”.

How to make a ticket invisible?

Following Levels are active on Service projects with indication who can see those tickets

The level can be specified during ticket creation or afterwards via Edit, it can be found under the tab “additional info”

The security level is visible on the ‘View’ screen

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How to specify a fix activity code to a ticket

Result: in case the user is activated on this ticket, this will be the only visible activity code in the drop down list during worklog, in case the user is not activated on this ticket, he will see a list of all ‘other’ activity codes of this project where he is activate on

A parent ticket is set as ‘private’, this means the ticket is only visible for DLW, what with the child tickets?

A sub ticket inherits automatically the security level of the parent ticket

JIRA Auto logger

You will notice JIRA has another great feature to make our lives a little easier. Go to the issue you want to work on and you’ll see that there is now a timer available.

When you start working on the issue click on ‘start time’

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As you can see the timer starts running. Whenever you are done or can’t continue because you need additional information from the client or a supplier. You will have a ‘stop time’ button

When you have clicked on ‘stop time’ a pop will show up Here you can still adapt some things manually . Hour registration is done with a minimum of 5min. E.g.: 2h 33m becomes 2h 35m. In this case 14m becomes 15m. You can also change the activity code (if available) to the relevant one if this isn’t correct. Make sure you add a work description as well, it’s important to keep track of what you did.

Important: This only works with 1 issue at a time. This is not applicable when working on multiple issues! Multiple consultants can have a timer running at the same time for the same issue. When you click on ‘log’ you work log has been transferred, you will be able to see this on a brand new dashboard.

How to find the dashboard:

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On the main page – Tools – Find Dashboards Search for ‘time registration’. You will find one which is shared with everyone of DLW. Click on the star next to the name to mark it as a favorite. It will automatically be listed in as a dashboard.

This dashboard provides you with an overview of all the logged hours (not only the ones transferred via the autologger).

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SLA related questions

What is the ''target remaining time'' of the issue I'm working on?

The timing of issues can now be checked with the GTI and GTR fields on the overview screen. This information lets you know how you still have to resolve the issue within the SLA agreement.

What is GTI and GTR?

GTI = Ticket intake time, time you get to quality approve the ticket. GTR = Resolution Time, time you get to resolve the ticket.

What are the default SLA values?

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What are the defined calendars in JIRA?

This is GMT+1 (CET). DBE schedules take into account the Belgium holidays.

These calendars mean that the SLA will automatically freeze outside these timeframes, regardless of the status of the ticket. Only with the 24/7 schedule it will never stop.

One Fixed option, no variations are possible

For priority Very High and High the 24/7 calendar will be applied. For priority Medium and Normal the DBE (8h30-17h30) calendar will be applied.

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How can I see what SLA is on this ticket?

You can go to history in the ticket there you will see:

Here you can see that it is the default SLA with the DLW calendar.

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Mail notifications

I want to inform my colleague/customer that I added a comment, but no mails are sent out when I add something

True. 2 ways of working here. Use the ‘@’ character and choose the name of your addressee

in the ticket itself to send a mail directly. Alternatively, you can use the share button to mail

What if my customer insists to see every move in the ticket?

We suggest to enable the ‘watcher’ option for those persons. Notifications will come in like

never before. We can change settings project/customer specific, but needless to say we would

like to avoid this at all times

When does JIRA send a mail?

On Support projects

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On implementation projects