- Project Creation
Click create project on top right hand side
Select Classic project and use the general service desk template
Name the project Crisis Management and key CRSIS - you can change this as per your requirement
Note Best practice measures including a standard naming convention across all configuration elements, should you wish to use your own convention please ensure it is consistent for the project
- Issues Types
Once the project has been created head to the administration menu Issues > Issue types. Add/edit the following issue types and link them to the schemes
- Workflows
Create the following workflow and add it to a workflow scheme. We use a single workflow for all issue types.
- Custom Fields
Create the following custom fieldsDepartment (single select list)
IT
Marketing
HR
Sales
Emergency Type (single select list)
Natural Disaster
Health /Medical
Violence/Terror
Weather Related Travel Issues
Power/Utility Failure
Grievance/Bereavement
Other
Health Status (single select list)
I'm OK
I'm not feeling well
Prefer not to say
Line Manager (user-picker)
Limit this to the role Service Desk Team for the project
Employee request (multi line text field)
Add fields to the following screens below
- Screens
Create the following screens , screen schemes and issue type screen schemes
Issue Type Screen Scheme
Screen Scheme
Screens
Fields
Crisis: Crisis Management ITSS
Crisis: Ask a Question SS
Crisis: Ask A Question Create SCR
Crisis: Ask A Question Edit SCR
Crisis: Ask A Question View SCR
Summary
Description
Department
Line Manager
Crisis: Emergency Help SS
Crisis: Emergency Help Create SCR
Crisis: Emergency Help Edit SCR
Crisis: Emergency Help View SCR
Summary
Description
Emergency Type
Department
Line Manager
Crisis: Self Report SS
Crisis: Self Report Create SCR
Crisis: Self Report Edit SCR
Crisis: Self Report View SCR
Summary
Health Status
Employee Request
Department
Line Manager
Permissions
Project PermissionsPermission Granted to Administer Projects
Ability to administer a project in Jira.
Project role
Administrators
atlassian-addons-project-access
Browse Projects
Ability to browse projects and the issues within them.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Service desk customer - portal access
Manage sprints
Ability to manage sprints.
Service Desk Agent
Allows users to interact with customers and access Service Desk features of a project.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
View Development Tools
Allows users in a software project to view development-related information on the issue, such as commits, reviews and build information.
Project role
Administrators
atlassian-addons-project-access
View Read-Only Workflow
Users with this permission may view a read-only version of a workflow.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Permission
Granted to
Assignable User
Users with this permission may be assigned to issues.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Assign Issues
Ability to assign issues to other people.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Service desk customer - portal access
Close Issues
Ability to close issues. Often useful where your developers resolve issues, and a QA department closes them.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Service desk customer - portal access
Create Issues
Ability to create issues.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Service desk customer - portal access
Delete Issues
Ability to delete issues.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Service desk customer - portal access
Edit Issues
Ability to edit issues.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Service desk customer - portal access
Link Issues
Ability to link issues together and create linked issues. Only useful if issue linking is turned on.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Service desk customer - portal access
Modify Reporter
Ability to modify the reporter when creating or editing an issue.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Service desk customer - portal access
Move Issues
Ability to move issues between projects or between workflows of the same project (if applicable). Note the user can only move issues to a project they have the create permission for.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Service desk customer - portal access
Resolve Issues
Ability to resolve and reopen issues. This includes the ability to set a fix version.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Service desk customer - portal access
Schedule Issues
Ability to view or edit an issue's due date.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Service desk customer - portal access
Set Issue Security
Ability to set the level of security on an issue so that only people in that security level can see the issue.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Service desk customer - portal access
Transition Issues
Ability to transition issues.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Service desk customer - portal access
Permission
Granted to
Manage Watchers
Ability to manage the watchers of an issue.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Service desk customer - portal access
View Voters and Watchers
Ability to view the voters and watchers of an issue.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Service desk customer - portal access
Permission
Granted to
Add Comments
Ability to comment on issues.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Service desk customer - portal access
Delete All Comments
Ability to delete all comments made on issues.
Project role
Administrators
atlassian-addons-project-access
Delete Own Comments
Ability to delete own comments made on issues.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Service desk customer - portal access
Edit All Comments
Ability to edit all comments made on issues.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Service desk customer - portal access
Edit Own Comments
Ability to edit own comments made on issues.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Service desk customer - portal access
Permission
Granted to
Create Attachments
Users with this permission may create attachments.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Service desk customer - portal access
Delete All Attachments
Users with this permission may delete all attachments.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Delete Own Attachments
Users with this permission may delete own attachments.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Service desk customer - portal access
Time tracking permission
Permission
Granted to
Delete All Worklogs
Ability to delete all worklogs made on issues.
Project role
Administrators
atlassian-addons-project-access
Delete Own Worklogs
Ability to delete own worklogs made on issues.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Edit All Worklogs
Ability to edit all worklogs made on issues.
Project role
Administrators
atlassian-addons-project-access
Edit Own Worklogs
Ability to edit own worklogs made on issues.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Work On Issues
Ability to log work done against an issue. Only useful if Time Tracking is turned on.
Project role
Administrators
atlassian-addons-project-access
Service Desk Team
Notifications
Event Notification Issue Created (System)
All Watchers
Reporter
Current Assignee
Issue Resolved (System)
All Watchers
Reporter
Current Assignee
Issue Closed (System)
All Watchers
Reporter
Current Assignee
Issue Commented (System)
All Watchers
Reporter
Current Assignee
Issue Reopened (System)
All Watchers
Reporter
Current Assignee
Issue Deleted (System)
All Watchers
Reporter
Current Assignee
Generic Event (System)
All Watchers
Reporter
Current Assignee
Note Go to Summary in Project settings to ensure all the schemes are associated to the project,
- Filters
Create the following filters for the project using JQL. Ensure these are shared with the relevant project roles.
Crisis: Emergencies by Type
Code Block project = "Crisis Management" AND issuetype = "Emergency Help" ORDER BY created DESC
Crisis: Two-Dim Reports
Code Block project = "Crisis Management"
- Dashboards
- Add the following gadgets
- Two Dimensional Filter Statistics - rename the title to 'Requests by Line Manager'
Pie Chart - rename the title to 'Emergencies By Type'
Two Dimensional Filter Statistics - rename the title to 'Requests by Department'
Watched Issues
- Request types
Edit the request types to match the issue types , add the fields as required
- Launch
Invite the rest of the managerial, edit your customer notifications as required and you can now invite customers (employees) to your new portal, ready for deployment!
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