JIRA newbies and veterans alike will see real examples of how JIRA can be used "in the wild" to implement non-software business processes. Learn how to make use of advanced configurations to convert other business processes and systems into JIRA projects, and walk away with some actionable ways to make your team and your business run better.

1. Monday, June 18, 12

2. Because you have !
Tracking more than issues with JIRA
Michael Tokar
JIRA Hopper, Atlassian
Monday, June 18, 12

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17. The journey
• How to convince your • Dressing for success
organisation to use JIRA
• Keeping order in the wild
• 4 scenario walk-throughs
• Questions
• From simple to complex
processes
• From vanilla JIRA to
“fully-pluginised”
Monday, June 18, 12

18. Use JIRA in the wild. Tips for beast-like admins:
http://atlss.in/becauseyouhaveblank
#atlassiansummit
Monday, June 18, 12

19. How to convince your
organisation to use JIRA
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21. Monday, June 18, 12

22. PAID
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24. Monday, June 18, 12

25. Requested Pending Advised Checked Approved Resolved
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27. Monday, June 18, 12

28. Scenario walk-throughs
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29. Scenario 1
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30. Office administration
“Because your office environment has issues”
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31. The Experience Team
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32. Office administration @
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33. What’s in an issue
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34. How issues move
• Create a task
• Someone works on it
• The task gets resolved
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35. Task management pattern
• Office administration
• System administration
• Team task management
• All of these processes follow a similar pattern
Monday, June 18, 12

36. Task management pattern
• Office administration
• System administration
• Team task management
• All of these processes follow a similar pattern
Monday, June 18, 12

37. Implementation
• Use JIRA defaults in a new project
• Refine the configuration over time
• Got multiple task management processes?
Use multiple projects by defining schemes
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38. How issues are used
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39. How issues are used
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40. How issues are used
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41. How issues are used
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42. Start small. Simplify... Get your team in the
tool, because that’s where they want to be.
They’ll be happy to see things moving and
working in JIRA.
Kim Peppers
Verisign
Monday, June 18, 12

43. Scenario 1:
Task management
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44. Scenario 2
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45. Feedback
“Because you want people to have fewer issues”
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46. Many customers = many voices
Serving more than 18,000 companies worldwide
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47. Feedback @
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48. Atlassians
Customers
Feedback @
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49. Issues created on jira.atlassian.com manually Issues created via Feedback
100
405
Feedback @
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50. Client feedback pattern
• Capture feedback from clients / users
• Raising feedback should be simple
• Start a conversation
• e.g. Staff providing feedback on HR policy
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51. Client feedback pattern
• Capture feedback from clients / users
• Raising feedback should be simple
• Start a conversation
• e.g. Staff providing feedback on HR policy
Monday, June 18, 12

52. Implementation
• How about email?
• Too much effort
• Not anonymous
We want to make it as easy as possible.
Monday, June 18, 12

53. Implementation
•
• Embedded in your web app
• Feedback form creates
issues in your JIRA instance
Monday, June 18, 12

54. Check this out Improving Software Quality
with Effective Feedback
Andreas Knecht
Atlassian
Today at 3:50 in the
JIRA Everywhere room
Monday, June 18, 12

55. Use the JIRA Issue Collector plugin to start a
conversation with your customers.
#atlassiansummit
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56. Scenario 1:
Task management
Scenario 2:
Client feedback
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57. Scenario 3
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58. Communications
“Because you have communication issues”
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60. Organisation
• Large government body
(> 1000 employees)
• Communications team (5 people)
• Servicing internal and external
clients
• Multiple processes and procedures
• Using mailboxes
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61. Media enquiry process
Journalist Comms. Team
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62. Media enquiry process
Enquiry sent
Journalist Comms. Team
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63. Media enquiry process
Journalist Comms. Team
Take work
Comms. Officer
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64. Media enquiry process
Journalist Comms. Team Expert
Seek advice
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65. Media enquiry process
Journalist Comms. Team Expert Exec. Mgr.
Get approval
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66. Media enquiry process
Journalist Comms. Team Expert Exec. Mgr.
Respond
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67. Media enquiry process
Journalist Comms. Team Expert Exec. Mgr. Mgr. + Team
Review
Monday, June 18, 12

68. Problems
• Unclear process
• Communication overhead
• Lack of accountability
• Difficult to report on
• JIRA solves all of these problems
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69. Shared responsibilities pattern
• Any team member should be able to take on a task
• Everyone should be able to see the status of a task at
any given moment
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70. Shared responsibilities pattern
• Any team member should be able to take on a task
• Everyone should be able to see the status of a task at
any given moment
Monday, June 18, 12

71. Implementation
• Workflow
• Issue creation via mail handlers
• Rapid Boards
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72. Workflow
• Define steps and transitions
• Consider different issue types and what effect they may have
on workflow
• What information is required and when
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73. Media enquiry workflow
Comms. Team Expert Exec. Mgr. Journalist Mgr. + Team
Comms. Officer
Monday, June 18, 12

74. Media enquiry workflow
Review
Created
Comms. Team Expert Exec. Mgr. Journalist Mgr. + Team
Take Seek Get
Respond
work advice approval
Comms. Officer
Monday, June 18, 12

75. Media enquiry workflow
Review
Open Seeking Advice Awaiting Approval Responded Reviewed
Created
Comms. Team Expert Exec. Mgr. Journalist Mgr. + Team
Take Seek Get
Respond
work advice approval
Assigned Assigned Assigned Approved
Comms. Officer
Monday, June 18, 12

76. Media enquiry workflow
Review
Open Responded Reviewed
Created
Comms. Team Expert Exec. Mgr. Journalist Mgr. + Team
Take Seek Get
Respond
work advice approval
Assigned Seeking Advice Awaiting Approval Approved
Comms. Officer
Monday, June 18, 12

77. Issue creation
• When issues are born from
external client requests, consider
mail handlers for issue creation
• Save on user access problems
• Keep your system internal
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78. Rapid Boards
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79. Summary
Issue Type
Assignee
Priority
Rapid Boards
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80. Visual workflow
Rapid Boards
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81. Drag and Drop
Rapid Boards
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82. Rapid Boards
• Encourage lean/agile practises
• Ideal as information radiators
Monday, June 18, 12

83. Check this out
Art of Scrum & Kanban
Lightning Talks
Today! 1:30 - 3:20 in Art
of Scrum & Kanban Room
Monday, June 18, 12

84. Tracking business processes with GreenHopper Rapid
Boards and JIRA workflows gives you instant clarity
and accountability.
#atlassiansummit
Monday, June 18, 12

85. Scenario 1:
Task management
Scenario 2:
Client feedback
Scenario 3:
Shared responsibilities
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86. Scenario 4
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87. Recruitment
“Because your HR department has staffing issues”
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88. Interviewers
Talent Team Developers
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89. was used for 7+ years
• Flexible configuration
• especially permission
schemes!
• Web APIs
• Everyone knows JIRA
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90. ... But then we got too big!
• Needed an “enterprise
recruitment” solution
• Requisition management
• Email functionality
• Reporting
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91. JIRA doesn’t have to be forever, but it will keep your
data structured, and if the time comes to move away
from it, your data is accessible.
#atlassiansummit
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92. Talent still uses
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93. Talent still uses
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94. Process
• Talent team manages all recruitment applications
• Developers & team leads do interviews; provide input
• No one else in the company can see an application
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95. Process
• When an applicant is hired, more work is created for
Talent team and Experience team, e.g.
• Relocation process is kicked off (if the applicant is overseas)
• Provisions in the office must be made:
• Desk, chair, computer, t-shirt, chocolates, etc.
Monday, June 18, 12

96. Locked down project pattern
• Secure information is being tracked in a project; only
those on a need to know basis should have access
• e.g. Staff events projects: Christmas party
Monday, June 18, 12

97. Locked down project pattern
• Secure information is being tracked in a project; only
those on a need to know basis should have access
• e.g. Staff events projects: Christmas party
Monday, June 18, 12

98. Connected processes pattern
• Interconnected work can require tedious manual
integration
• Where sensible, automate the integration between
processes
Monday, June 18, 12

99. Connected processes pattern
• Interconnected work can require tedious manual
integration
• Where sensible, automate the integration between
processes
Monday, June 18, 12

100. Implementation
• Security
• Connecting projects
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101. Security
• Issues must only be visible to Talent team and
nominated interviewers
• Interviewers must not be allowed to edit all fields, but
still provide some information and commentary
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102. Security
• Create multi-user custom field for Interviewers
• Customise permission scheme to allow users assigned
to that field to “browse” issues but not edit them
• Allow interviewers to execute workflow transitions
• Transitions use customised screens to capture only the
information required (and editable) by interviewers
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103. Monday, June 18, 12

104. Monday, June 18, 12

105. Connecting projects
• Once a recruitment application reaches “Hired” step,
more work needs to be created
Can this be automated?
Monday, June 18, 12

106. Connecting projects
• Some approaches:
• External tool that asks JIRA for “Hired” applications
• Write an Issue Listener plugin, throw a custom Event
• Write a Workflow Post-Function
Monday, June 18, 12

107. Connecting projects
• External tool could be useful if interfacing with multiple
systems, external to JIRA
• ScriptRunner plugin allows you to write a Listener or
Post-Function without full plugin surrounding it
• Check out the resource for a ScriptRunner example:
http://atlss.in/becauseyouhaveblank
Monday, June 18, 12

108. Use JIRA to automate the tedious manual work that
connects multiple business processes.
#atlassiansummit
Monday, June 18, 12

109. Scenario 1:
Task management
Scenario 4: Scenario 2:
Locked down projects Client feedback
Connected processes
Scenario 3:
Shared responsibilities
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110. Dressing for success
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111. For great JIRA!
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112. Monday, June 18, 12

113. Educate Excite
• The simpler the education • Engage users by frequently
the better asking for their feedback
• • Show off your progress!
• quickstart.atlassian.com
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114. Monday, June 18, 12

115. Know what “issues” can be
• Be mindful of the Project
hierarchy Issue
Component Sub-task
Component Sub-task
Component
Issue
Sub-task
Sub-task
Monday, June 18, 12

116. Know what “issues” can be
• e.g. Helpdesk scenario Project
Issue
Product
Component Sub-task
Ticket
Component Sub-task
Customer
Component
Issue
Sub-task
Sub-task
Monday, June 18, 12

117. Know what “issues” can be
• e.g. Helpdesk scenario Product
Project
Issue
Product
Component Sub-task
Ticket
Component Sub-task
Customer
Component
Issue
Sub-task
Sub-task
Monday, June 18, 12

118. Know what “issues” can be
• e.g. Helpdesk scenario Product
Project
Ticket
Issue
Product
Component Sub-task
Ticket
Component Sub-task
Customer
Component
Ticket
Issue
Sub-task
Sub-task
Monday, June 18, 12

119. Know what “issues” can be
• e.g. Helpdesk scenario Product
Project
Ticket
Issue
Product
Component Sub-task
Ticket
Component Sub-task
Customer
Component
Ticket
Issue
Customer ? Sub-task
Sub-task
Monday, June 18, 12

120. Know what “issues” can be
• e.g. Helpdesk scenario Product
Project
Ticket
Issue
Product
Component Sub-task
Ticket
Component Sub-task
Customer
Component
Ticket
Issue
Customer ? Sub-task
Sub-task
Monday, June 18, 12

121. Keeping order in the wild
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122. How to define JIRA entities
1. Issue Types 5. Roles
2. Custom Fields 6. Permissions
3. Field Configurations 7. Statuses
4. Screens 8. Workflows
Monday, June 18, 12

123. Separate your JIRA instances
• Different user bases
• Try out ideas in a sandbox
• Keep core business running during
maintenance periods
Monday, June 18, 12

124. Gathering requirements
• KISS - is their process really that special?
• Design questionnaires to standardise the process
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125. Things to avoid
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126. Things to avoid
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127. Things to avoid
• Same mess applies to: fields, transitions, screens,
resolutions, etc.
• Check out Kim Peppers’ presentation from Summit
2011 - “From Grassroots to Enterprise”
http://atlss.in/KimPeppers2011
Monday, June 18, 12

128. Check this out
Workflow Magic
Jonathan Doklovic
Atlassian
Today in JIRA
Everywhere room at
3:10
Monday, June 18, 12

129. Are you a ?
Monday, June 18, 12

130. Let us know about your experiences with JIRA in the
wild: http://atlss.in/becauseyouhaveblank
#atlassiansummit
Monday, June 18, 12

131. Questions?
Monday, June 18, 12

132. Thank you!
Monday, June 18, 12