Making Jira Service Desk work for you

Get Started

Initial login

When you are first set up with Jira Service Desk access, you will receive an invitation email. Click the Join them now link, enter your name, and create your password. Click Sign up to get started. Select your group and role, so Jira Service Desk can personalize your experience.

Once logged in, you will first land on the Projects screen, where you’ll see a list of all open Banno Jira and Jira Service Desk projects. Your navigation can be found in the left column.

Subsequent logins

Visit (and bookmark!) https://banno-jha.atlassian.net/. Enter your email address and password to sign in.

Manage your account

Set up or adjust your profile and account details within Jira Service Desk.

1. Click your avatar in the bottom left-hand corner and select Profile.

2. Select Manage your account.

3. Adjust your profile and account details.

   1. Profile and visibility: edit your profile photo (required) and header image (optional). Adjust name, job title, department, organization, location, and time zone.
   2. Email: if needed, adjust the email address associated with your Jira Service Desk account or manage marketing email notification settings.
   3. Security: change password, manage two-step verification, create/manage API tokens, manage recent devices.
   4. Account Preferences: adjust language or time zone, delete your account.
   5. Connected apps: manage any apps or accounts you have associated with your Jira account.

Manage email notifications

Determine when and how you’d like to receive email notifications for work related to you in Jira.

1. Click your avatar in the bottom left-hand corner and select Settings.
2. Choose send me email notifications or don’t send me email notifications.
3. Check the appropriate boxes to indicate when you’d like to get email updates for issues activity:
   1. You’re watching the issue
   2. You’re the reporter
   3. You’re the assignee for the issue
   4. Someone mentions you
   5. You make changes to the issue.
4. Choose the format you’d like to receive email notifications.
5. Save changes.

Set your homepage

Your Jira Service Desk homepage can be set to view the content you want to see. By default, the homepage is set to the System dashboard, but you can adjust to best fit how you work.

• Your work: to set this screen as your Jira homepage, navigate to Your work. For first-time visitors, select Make this page your new Jira homepage at the top of the screen. For those who have changed their homepage previously, click the ellipsis on the right side of the screen and select Switch this page to your homepage.
• Dashboards: by default, your Jira homepage is set to Dashboards. You will see System dashboards as the default dashboard until you have starred, created, or accessed other dashboards. Then, each time you navigate back to the homepage, you will land on the last dashboard you accessed. To access another dashboard, select Dashboards in the main navigation and pick the dashboard you’d like to view. For those who have changed their homepage to Your work and are wanting to change back to Dashboards, access the Your work screen. Click the ellipsis on the right side of the screen and select Switch my homepage back to Dashboards.

Navigate Jira Service Desk

The menu for Jira Service Desk can be found in the left-hand panel. Here you can access all things related to the work we’re doing inside Jira Service Desk as well as the Jira projects other teams within the organization have set up.

Global sidebar

In the global sidebar menu on the far left side of your screen, quickly access the things you use most.

• Service desk: the Jira Service Desk icon will take you to your Jira homepage and restore the main navigation.
• Starred and recent: find shortcuts to recently viewed items, issues assigned to you, and projects/filters/dashboards you have starred.
• Search: select from the list of recently viewed issues, projects, and filters that populares or type into the search bar to search for what you need.
• Create + : quickly create a new issue in any available project.
• Notifications: view all recent notifications related to your work.
• Help: review tools put together by Atlassian to help with your Jira Service Desk experience.
• Avatar: manage your profile, adjust user preferences, or log out.

Find more information in Atlassian’s guide to using the global sidebar.

Your work

Here you will find everything you are taking part in within Jira.

• Worked on: issues you have commented on or updated in some way.
• Viewed: projects, queues, issues, filters you have viewed, sorted by most recent view.
• Assigned to me: issues assigned to you.
• Starred: quick access to all projects, dashboards, queues, filters you have starred.

Dashboards

Dashboards are used to help organize information related to a specific project, issue type, organizational role or in any other way to help make the information relevant to you easily accessible. By default, the System dashboard will show when Dashboards is selected. Once you have starred dashboards relevant to your work, these will appear in your list of Dashboards in the navigation, and you will be able to quickly select which dashboard you’d like to view.

To star existing dashboards or create your own, review Create + manage dashboards below.

Projects

Several projects exist within Jira and Jira Service Desk to help our teams manage their work. Access Projects in the main navigation to view a list of all existing projects inside Jira. Scroll the list of existing projects or adjust search criteria to find what you are looking for. To add as a favorite, select the star icon next to the project’s name.

A few projects have been created for use with Jira Service Desk:

• Customer Support: a place for all things customer support that need to be triaged by engineers and assigned out to appropriate teams. This includes all issues related to Banno Apps and Banno Content.
• Documentation Requests: a place for our operations teams to submit all requested additions or changes to documentation found on our Banno Docs and Banno Knowledge sites.
• New Feature Requests: a place for our operations teams to submit new feature requests to be reviewed and roadmapped by our product team.

Once you are an active user, a list of recent projects will live at the top of the Projects screen to give you quick access to those projects you have most recently viewed.

Filters

Access various filters that allow you to narrow down issues relevant to what you are looking for at any given time. Search issues to create your own filters, quickly access starred filters, view default filter options (my open issues, open issues, done issues, viewed recently, and so forth), and access all filters.

Select View all filters to view a list of all filters that have been set up inside Jira. Scroll the list of existing filters and click a filter’s name to view the search criteria set as part of the filter. To add as a favorite, select the star icon next to the filter’s name.

A few filters have been created for use with Jira Service Desk. Each of these filters is already included as part of the related Dashboard.

• Customer Support | Banno Apps: returns all open issues in the Customer Support project with the issue type Customer Issue (Apps).
• Customer Support | Banno Content: returns all open issues in the Customer Support project with the issue type Customer Issue (Content).
• Customer Support | Documentation Request: returns all open issues in the Documentation Requests project.
• Customer Support | New Feature Requests: returns all open issues in the New Feature Requests project.

Find more information in Atlassian’s guide to saving and managing filters.

Additional menu items

There are several additional items (eg. People, easyBI, Canvas, Simple Agile, and so forth) that are not called out in this document but do live in the Jira Service Desk menu. Our teams are not making use of these items at this time, so we can ignore them!

Create + Manage Dashboards

Dashboards allow you to view information relevant to what you are working on and are customizable to fit your needs. Use dashboards to track various projects, issue types, or the work you are involved in. Customize your own dashboards and add gadgets to help track and organize projects, issues, statistics or any other information relevant to your work.

Find existing dashboards

Several dashboards have been created for various purposes to help our teams organize their work. To search for existing dashboards, access Dashboards in the main navigation. Click the ellipsis and select Find dashboard.

Scroll the list of existing dashboards or adjust search criteria to find what you are looking for. To add as a favorite, select the star icon next to the dashboard’s name.

A few dashboards have been set up within Jira Service Desk, related to the projects we currently have available.

• Banno Apps Support: the default dashboard for those managing and supporting Banno Apps. Includes a list of all open Banno Apps issues, a stream of recent activity on the issues, and statistics on the issues based on status. This dashboard will also show issues assigned to you, issues you are watching, and filters you have starred.
• Banno Content Support: the default dashboard for those managing and supporting Banno Content. Includes a list of all open Banno Content issues, a stream of recent activity on the issues, and statistics on the issues based on status. This dashboard will also show issues assigned to you, issues you are watching, and filters you have starred.
• Documentation Requests: the default dashboard for all documentation requests submitted to the documentation team through Jira Service Desk. Includes a list of all open Documentation Requests, a stream of recent activity on the issues, and statistics on the issues based on status. This dashboard will also show issues assigned to you, issues you are watching, and filters you have starred.
• New Feature Requests: the default dashboard for tracking new feature requests and all things in motion with Product. Includes a list of all open New Feature Requests submitted through Jira Service Desk as well as current issues on the Product board, separated by backlog, roadmap, and in progress items. This dashboard will also show issues assigned to you, issues you are watching, and filters you have starred.

We recommend starring any dashboard that is relevant to you, so you can quickly access these through Dashboards in the navigation.

Create + customize dashboards

Create and customize your own dashboard to display the information you need, relevant to your role. To create a new dashboard, access Dashboards in the main navigation.

1. Click the ellipsis and select Create dashboard.

2. Name your dashboard, provide a description, set access to Private, Open, or by Project or Group, and Save.

3. Select Edit layout to pick a layout for your new dashboard.

4. Select Add gadget to view a list of all available gadgets and select which gadgets you’d like to include in your dashboard.

5. Once added, gadgets can be rearranged and configured.

Find more information in Atlassian’s guide to adding and customizing gadgets.

By default, any dashboard you create will automatically be starred and added to your list of dashboards in the navigation. You can deselect the star on any dashboard at any time to remove it from your favorites.

Create + Manage Issues

Issues are the pieces of work that live within projects and are able to be transferred between various teams and workflows until the work requested in the issue is complete. Issues are able to be linked to one another and subtasks can be added, so all related pieces of work tied to the issue can be tracked together. We will use issues to outline work needed by our engineering, documentation, and product teams and will track issues as they make their way through our workflows to completion.

Create an issue

Issues will be created within Jira Service Desk by our operations team members when a new request needs to be made for another one of our Banno teams. Other Banno teams will be tracking issues submitted through Jira Service Desk and working the requests into their workflows. We have the following projects available to submit requests:

• Customer Support: used to submit issues reported by customers or internal teams to our engineering teams.
• Documentation Requests: used to submit requests for new documentation to be written or for updates to current documentation to be made by our documentation team.
• New Feature Requests: used to submit requests for new features to our product team to scope, review, and work into our roadmap planning

To create an issue:

1. Click Create (+) in the global sidebar.

2. Include a Summary outlining the issue/request.

3. Complete all other relevant fields for the issue type being created.

Once created, the issue will live within the project and be able to be tracked as work is being completed.

Specific details for creating each type of issue for each project within Jira Service Desk can be found in our Managing Customer Issues guide.

Edit an issue

Once an issue has been created, any of the original details can be edited by the team to ensure current information is always provided.

To edit an issue:

1. Access the issue within its project.
2. Click into any field that needs to be adjusted and type to add any new context or updated details or adjust fields, as needed, to provide up-to-date information. Updates are saved automatically.

Make comments on the issue, as needed, when new details have been added or additional context has been provided so any team members working on or tracking the issue are aware of the updates.

Comment on an issue

Comments should be added to issues any time there is additional context or information to provide, when there are questions to be asked between teams, or when you’d like to loop other team members into the conversation. All communication related to a Jira Service Desk issue should happen within the issue wherever possible. At times, discussions about an issue may happen outside of Jira Service Desk (e.g. Slack, email). When this happens, relevant details from the discussion should be captured as a comment on the original issue, so the history is complete and can be easily referenced later. This may include screenshotting, linking to Slack archives, or summarizing a discussion/email thread.

To comment on an issue:

1. Access the issue within its project.
2. Scroll to the Activity section and select Comments.
3. Click Add internal note.
4. Type your note and add any additional links, attachments or relevant details and mention any other team members, if their input is needed.
5. Click Save.

Clone an issue

In the case that a new issue relates closely to another issue or otherwise looks similar to another issue, Jira offers the option to clone a current issue. When cloning, the issue is duplicated and relevant details from the original issue are duplicated on the new issue (comments, history, and so forth will start new). Cloned issues can be linked to the original issue, if the context is needed.

To clone an issue:

1. Open the original issue.

2. Click the ellipses and select Clone.

3. Enter a new Summary.

4. Click Create.

5. Edit issue details to provide relevant information for the new issue.

6. The original issue will be linked by default. Link to any other relevant issues, if needed.

Link issues together

Often times, issues that have been created will relate to another issue that lives in Jira. When issues are created in Jira Service Desk, the engineering, documentation, and product teams will create related issues within their own team projects to manage the work that team will do related to the issue. Any related issues can be linked together, so we have a full picture of the work needed to take care of the issue or request.

To link issues:

1. Open the original issue.
2. Under the issue summary, select Link issue. This will open the Linked issues section of the issue.
3. Select the relationship to the issue you are linking: is blocked by, blocks, relates to, Related FI, etc.
4. Search for open issues to link by issue key or other search criteria.
5. Select Link.

Once issues have been linked to one another, you can view all linked issues from the original issue in the Linked issue section. This should provide a full picture of what is in progress as a resolution to the issue is being worked on. Click on each linked issue to review details about that specific issue, related to your original issue.

Watch an issue

Watching allows you to keep track of and receive notifications (based on your settings) about issues relevant to you. When watching, you can be notified when someone comments on, edits, or updates the status on an issue. By default, you will be watching any issues you create. You are also able to watch issues created by other team members and issues in other projects.

To watch an issue:

1. Open the issue you’d like to watch.
2. Click the Watch icon in the upper right corner. This opens a list of all parties watching the issue.
3. Select Start watching. When the watch icon is filled in, this indicates you are watching the issue.

Close an issue

When all the work related to an issue has been completed, it is the original reporter’s responsibility to verify the resolution and close the issue. Issues should be swept through on a weekly basis by the creator to ensure resolved issues are closed in a timely fashion.

To close an issue:

1. Open the issue you are working on.

2. In the Status menu, select Issue is Closed.

3. In the Issue is Closed screen, select a resolution.

4. Add any linked issues that are relevant to the resolved issue, if needed.

5. Post an internal comment outlining specific details of the resolution.

6. Click Issue is Closed.

Find more details specific to how our teams will be managing issues through Jira Service Desk, from creation to resolution, in our Managing Customer Issues guide.

Work Within a Project

When you have navigated to a project, a submenu will open, giving you options for that individual project. On your first visit, you will be taken to the My open tickets queue. On any subsequent visits, you will be taken to the last screen you visited within that project.

Easily switch from one project to another by selecting the project name in the menu. A dropdown menu will appear showing most recently visited projects, allowing you to search, and giving you the option to view all projects.

Queues

Select queues to see a list of queues that live within the project. A handful of queues have been set up within our Jira Service Desk projects to help organize the issues that live inside the project.

• My open tickets will show a list of all open issues you have created in the selected project.
• All open requests will show a full list of all open issues in the project you have selected.

Our Customer Support project also has queues set up based on issue type to help our teams easily identify current issues relevant to the products we support.

• Apps Issues will show a list of all open issues in the project with the Customer Issue (Apps) issue type set.
• Content Issues will show a list of all open issues in the project with the Customer Issue (Content) issue type.

Shortcuts

Shortcuts have been added to the menus within each project to provide quick access to relevant resources. The current shortcuts we have available are as follows:

• Customer Support: login.banno.com, Banno Docs, Banno Knowledge, Banno User Guides
• Documentation Requests: Banno Docs, Banno Knowledge Banno User Guides
• New Feature Requests: Banno Roadmap, Aha! | Feature + Idea Tracking, JHA IdeaLab

*If there are additional resources that would be useful for the team to have available within any given project, reach out to a project administrator to have these added! *

Additional menu items

There are several additional items (eg. Customers, Reports, Raise a request, Channels, Slack integration, Simple Agile, and so forth) that are not called out in this document but do live in the Project menu. Our teams are not making use of these items at this time, so we can ignore them!

Find more information about all things Jira Service Desk in Atlassian’s Jira Service Desk support site.