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  1. 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


  2. 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

  3. Workflows
    • Create the following workflow and add it to a workflow scheme. We use a single workflow for all issue types.

  4. Custom Fields

    Create the following custom fields
    • Department (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

  5. 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


  6. Permissions

    Project Permissions

    PermissionGranted 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

    Issue permissions

    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

    Voters & watchers permissions

    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


    Comments permissions

    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

    Attachments permissions

    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


  7. Notifications

    EventNotification

    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,


  8. 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"


  9. 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


  10. Request types
    Edit the request types to match the issue types , add the fields as required
  11. 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!