How to Jira

Hello All, Out of the box Jira Service Management only allows to add one question for the customer satisfaction (CSAT) survey once a ticket is resolved. But most teams like to collect feedback on different aspects of the support provided to the customer by adding more than one question. In this blog I will go over a workaround to send multiple questions to the customer when a ticket is resolved.  Scenario Support team uses Jira Service Management to work on customer requests. Once a request is resolved an email needs to be sent to the customer with a survey including multiple questions. Survey response needs to be tied to the Jira ticket number. Solution In order to send multiple questions we will use a google form.  When the ticket is resolved the reporter will get an email with a link to a google form containing the survey questions.  The first field of the google form will contain (this will be autofilled) the issue key where the user received the survey. Given that we are not using

Hello All, Many teams use Jira Service Management to provide support to internal and external customers. Certain types of requests require agents to reach out to other internal teams to complete the work required. Agents will come across that these internal teams have their own SLAs. The team intaking the initial request can decide to pause the SLA count down for the initial request when they are waiting for another internal team. In this blog I will go over how we can configure workflow / automation to resume the SLA count down based on a date field on the ticket, which will act as a reminder for agents to follow up with other internal teams. Scenario Support team uses the below Jira workflow When agents decide that they need to reach out to another team, they change the status of the ticket to "Internal Wait". SLA for the ticket needs to be paused when the ticket is in "Internal Wait" status (Some will argue that the SLA should not be paused. But that's a whol

Hello All ! One of the pain points of working on support tickets is following up on tickets when more information is needed from the reporter. This can take quite a bit of time from support agents when they have to go into each "Pending" ticket daily and add a comment for the reporter reminding that more information is needed to process the ticket. If there is a way to setup auto follow ups on tickets and resolve them if there is no response from the reporter ( bump bump solve ), this will reduce a considerable amount of work from support agents daily. Out of the box Jira doesn't provide an option to set this up. After doing some thinking, I was able to come up with a solution using SLAs and Jira Project automations to implement "bump bump solve" for a Jira Service Management project. In this blog I will go over the solution and how I set this up in Jira. Scenario: IT team members put tickets in to "Pending" status when they are waiting for more inform

Hello All! Being a global company creates the need to have IT teams across different parts of the world in different time zones. When you have team members working in different time zones you also need the ability track SLAs for the work they do. In this blog I will go over a solution to track Jira request SLAs for global teams across multiple time zones. Scenario: IT department have three teams in three different time zones (Barcelona, New York,  Los Angeles).  Employee requests are processed by the IT team assigned to the location of the employee. All three IT teams work from 9:00 AM to 5:00 PM (Monday - Friday) in their respective time zones.  Every request submitted to IT needs to be resolved within 40 business hours.  Requests can be transferred to another team and the SLA clock should be updated to use the respective time zone of the teams location.  Office Location Timezone Hours (M-F) Time to resolution Barcelona CET 9:00 AM - 5:00 PM 40h New York EST 9:00 AM - 5:00 PM 40h Los

 Hello All ! As a Jira administrator it is very important to keep an eye on the number of custom fields you have in your instance because the number of custom fields directly impact your instance performance. Atlassian also has confirmed this in their documentation .  One of the important strategies to keep your custom field number low is to reuse them as much as possible across projects. When you get a request from a user to create a custom project, you can provide a list of custom fields upfront, and ask the user to choose existing fields instead of creating new ones. Out of the box, Jira doesn't provide an easy way to export the custom field list to a csv file to share with non Jira admin users. In this blog I will share how I exported all Jira custom fields into a csv file using Jira REST API and Python. This solution was tested on Jira Data Center version 8.x, Python3 and Windows 11. Let's see how we can get the custom field list in 3 easy steps. Note : I assume that you

Hello All! Upgrading a large Jira Data Center instance is no easy task. One of the main steps of this process is communicating to project leads about this. When there are hundreds of Jira projects in your instance, it can be tedious to manually find the email address of each project lead. In this blog I will share how I exported all Jira project lead email addresses into a csv file using Jira REST API and Python. This solution was tested on Jira Data Center version 8.x ,  Python3 and  Windows 11 . Let's see how we can get this email list in 3 easy steps. Note: I assume that you have Python setup in your environment where you will run the script in Step 3 and you know how to run a python script. Also, that you have access to all Jira projects in the instance because REST API will only return data from projects where you have access.  Step 1: Login to your Jira instance. Go to the url https://your.instance.domain/rest/api/2/project?expand=lead. This url will return all projects in

Hello All ! Welcome to my blog and thanks for taking your time to read what I have put together. I am a Jira administrator with about 7+ years of experience in the Atlassian world. At my day job I work with internal customers to convert their manual processes into Jira using Jira Service Management and Jira Software.  Throughout my career I have learned a lot about setting up Jira projects, automations, Jira REST API usage, scripting and Integrating Jira with many external systems. My goal for this blog is to share my knowledge with my fellow Jira admins or any one who is interested in consuming my knowledge to make their jobs/life easier. Most of the content from this blog will be based on real world use cases rather than imaginary ones. Hope to publish my first "How to Jira" content soon. Stay tuned ! Thanks !