eBuilder Support Manualjira.ebuilder.com/eBuilder_Support_Manual_V5.pdf · 4 eBuilder Support...

Issued By Jira Admin

Date 2014-05-12

Filename eBuilder Support Manual V-5

Security Confidential

©eBuilder Technology Centre - 2014 www.ebuilder.com

eBuilder Support Manual

1 eBuilder Support Manual


Revision History

Rev Date User Status

PA1 2010-02-16 First preliminary version (Eng.) – Erik Sandell

PA2 2010-06-11 Updated version (Eng.) – Erik Sandell

PA3 2010-06-14 Added filters and Dashboards (Eng.) – Erik Sandell

2.0 2010-11-03 Updated for version 4.1.2 (Eng.) – Erik Sandell

3.0 2011-08-30 Updated for version 4.3.4 (Eng.) – Erik Sandell

4.0 2013-08-16 JIRA-Admin

Support Rewrite with latest version update (Eng.)

5.0 2014-05-12 JIRA-Admin

Support Updated to capture changes in Jira version 6 (Eng.)

Intellectual and Property Rights The information contained in this document represents the current view of eBuilder on the Issues

discussed as of the date of publication. Due to the fact that eBuilder must respond to changing market conditions, it should not be

interpreted to be a commitment on the part of eBuilder, and eBuilder cannot guarantee the accuracy of any information presented

after the date of publication. This document is for informational purposes only. eBuilder makes no warranties, express or implied,

as to the information in this document. eBuilder, Accelerator or other mentioned brand names are either registered trademarks or

trademarks of eBuilder in Sweden and/or other countries. Parts of the names of actual companies and products mentioned herein

may be the trademarks of their respective owners. No part of this document may be reproduced, electronically or mechanically

transmitted without the written permission from eBuilder.



Table of Contents

1 Introduction to JIRA ...................................................................................................................................................... 4

2 Administration .............................................................................................................................................................. 5

2.1 Logging In ............................................................................................................................................................. 5

2.2 Logging Out........................................................................................................................................................... 6

2.3 Online Help ........................................................................................................................................................... 6

2.4 Managing User Profile .......................................................................................................................................... 7

2.4.1 Adding User Avatar ....................................................................................................................................... 8

2.4.2 Editing Profile ............................................................................................................................................... 8

2.4.3 Changing Preferences ................................................................................................................................... 9

2.4.4 Reducing the Number of Email Notifications Received from the System .................................................... 9

3 Main Menu ................................................................................................................................................................... 10

4 Dashboard .................................................................................................................................................................. 10

4.1 Managing Dashboard ......................................................................................................................................... 10

4.1.1 Viewing Favorite Dashboards ..................................................................................................................... 11

4.1.2 Viewing My Dashboards ............................................................................................................................. 11

4.1.3 Viewing Popular Dashboards...................................................................................................................... 11

4.1.4 Searching Dashboards ................................................................................................................................ 11

4.2 Creating Dashboard ............................................................................................................................................ 12

4.3 Editing Dashboard .............................................................................................................................................. 13

4.3.1 Adding gadgets to Dashboard .................................................................................................................... 13

4.3.2 Editing Layout of Dashboard ...................................................................................................................... 14

4.3.3 Dashboard with Gadgets ............................................................................................................................ 14

4.4 Copying Dashboard ............................................................................................................................................ 15

4.5 Deleting Dashboard ............................................................................................................................................ 15

5 Issues .......................................................................................................................................................................... 15

5.1 Status of Issue..................................................................................................................................................... 16

5.2 Types of Issues .................................................................................................................................................... 16

5.3 Severity of Issues ................................................................................................................................................ 17

5.4 Priority of Issues ................................................................................................................................................. 17

5.5 Type of Issue ....................................................................................................................................................... 18



5.6 Creating an Issue ................................................................................................................................................ 18

5.6.1 Process after the Issue is created ............................................................................................................... 20

5.7 Monitoring Issues ............................................................................................................................................... 23

5.8 Commenting on Issues ....................................................................................................................................... 24

5.9 Searching an Issue .............................................................................................................................................. 24

5.10 Classification and Reopen count of Issue ........................................................................................................... 25

5.10.1 Classification of an Issue ............................................................................................................................. 25

5.10.2 Reopen Count of Issue ................................................................................................................................ 25

5.11 Activity Bar of an Issue ....................................................................................................................................... 25

5.11.1 All ................................................................................................................................................................ 26

5.11.2 Comments .................................................................................................................................................. 26

5.11.3 Work Log ..................................................................................................................................................... 26

5.11.4 History ........................................................................................................................................................ 26

5.11.5 Activity ........................................................................................................................................................ 27

5.11.6 Transition Summary ................................................................................................................................... 27

5.11.7 Reopening History ...................................................................................................................................... 27

5.11.8 Stateoscope ................................................................................................................................................ 27

5.12 Filters .................................................................................................................................................................. 28

5.12.1 Creating a filter ........................................................................................................................................... 28

5.12.2 Managing Filters ......................................................................................................................................... 28

5.12.3 Viewing Favorite Filters .............................................................................................................................. 29

5.12.4 Viewing My Filters ...................................................................................................................................... 29

5.12.5 Viewing Popular Filters ............................................................................................................................... 29

5.12.6 Searching Filters ......................................................................................................................................... 29

6 Service Level Agreement (SLA) ................................................................................................................................... 30



1 Introduction to JIRA

JIRA is the communication portal used at eBuilder to communicate with the external users. This enables the users to

actively participate in community, and enhance the quality and the easiness of communication. Also this is one of the

best quality assuring method which enables the user to monitor the progress of Issue tracking in a user friendly

manner. User is integrated with the newest update related to an event via email notifications, and this provides an

overview of entire summary in the Dashboard. JIRA is an efficient way to manage every possible data and information

related to a particular Issue at one single place.

Keywords: External Customer – Customer/External user to eBuilder, Assignee – The person who is responsible for

giving solution or information, Assignee name - Name of the assignee at that point, Reporter – The person who

created the ticket, Owner – The person who accountable for the ticket



2 Administration

2.1 Logging In

After creating the account, an email is sent to

specified email address.

Click “Set my password” to set the password within

next 24 hours.

After Clicking “Set my password”, the “Reset

Password” window is loaded.

To reset the password :

1. Type a New Password.

2. Confirm the Password by re typing.

3. Click “Reset” to reset the password.

After the password has been reset :

Click “log in” to log in to the newly created account.



2.2 Logging Out

2.3 Online Help

To Log Out from the JIRA account :

1. Click the drop down at the Profile Name.

2. Click “Log Out”.

There was only one drop down menu for profile,

Online Help, Log Out and etc. in previous version and

now there are two drop down menus.

By clicking “Online Help”, user can directly view the

Help Menu Of Atlassian.

User can have more information of JIRA by clicking

“About JIRA”.

The Other fields are not necessarily important for communicating with eBuilder support.

User can login, by typing the Username and Password

in the fields.

To Log In :

1. Type the Username.

2. Type the Password.

3. Click “Log In”.



2.4 Managing User Profile

User profile is the place, where the user can specify user name, password, e mail address, and many more settings.

To view profile settings :

Click the “Profile” at drop down of the Profile Name.

It will display the Summary of your profile.

Summary section contains the personal details,

personal preferences, and Assigned Open Issues

per project.

Click Edit Icon to edit personal details and

preferences.



2.4.1 Adding User Avatar

A user avatar is used as the figurehead for the user profile, to display the comments done by user on an Issue. User

avatar can be selected by the given avatar gallery, or it can be simply uploaded from the PC.

To add a user avatar :

Click on avatar icon on Details.

To upload a picture :

Click on “Browse”.

It is preferred to use a bust size photo as the profile

picture.

2.4.2 Editing Profile

The profile can be edited by clicking the edit icon. The display name of the user and email address can be changed, by

confirming the password.

The Password can be changed by clicking the “Change

Password”.

An email notification is sent, at every time the

password is updated.

User can view the group information that the user is

belonging to. “jira-users” is a general group that

includes every user in the system.



2.4.3 Changing Preferences

Page Size Number of Issues displayed per Issue navigator page.

Email Type The format of outgoing email.

Language The preferred language.

Time Zone Time zone used when showing date time information.

My Changes

Whether to email notifications of any changes.

Sharing Whether to share Filters & Dashboards by default.

Keyboard shortcuts

Whether all keyboard shortcuts will work.

Autowatch Issues, which the user create or comment on, will automatically be watched for future changes.

2.4.4 Reducing the Number of Email Notifications Received from the System

If the user needs to minimize the number of emails

received from eBuilder:

Set My Changes to “Do not Notify me”.

Set Autowatch to “Disabled”.



3 Main Menu

This is the navigation bar (horizontal bar), located at the top of the page.

This contains Dashboards, Projects, Issues, and Agile.

Agile is not necessarily relevant to the external users,

when communicating with eBuilder support team.

“Create Issue” was at top of the right corner in

previous version and now it appears in the middle of

the top with blue color.

4 Dashboard

Dashboard shows the most important information across the projects and groups. This is the very first screen seen,

after logging in to the JIRA account. Dashboards contain gadgets, which display information about projects,

assignments, and updates.

Dashboard is relating with the project, and it is recommended to add gadgets which are most important to user for

quick reference. For an example, user can place gadgets which show the all tickets related to project.

4.1 Managing Dashboard

User can neatly organize the Dashboard related information. The user is allowed to view and configure Dashboards

created by user, and shared Dashboards by other users.

1. Click drop down in “Dashboards” in Main

Menu.

2. Select “Manage Dashboards”.



4.1.1 Viewing Favorite Dashboards

The user can add Dashboards to Favorite, which are

created by him, and shared by other users.

To find Favorite Dashboards :

1. Click “Dashboards” in Main Menu.


3. Select “Favorite”.

4.1.2 Viewing My Dashboards

User can manage all Dashboards user owns.

To Find Dashboards owned by user :



3. Select “My”.

4.1.3 Viewing Popular Dashboards

To Find most Popular Dashboards :



3. Select “Popular”.

4.1.4 Searching Dashboards

To Search Dashboards :



3. Select “Search”.

4. Type the name of the Dashboard.

5. Click “Search”.



4.2 Creating Dashboard

User can create a Dashboard, which can be customized as according to the user’s preferences.

To create a new Dashboard :

1. Go to Manage Dashboards.

2. Click ‘Create new dashboard’ which appears

on the top of the right side.

To customize the created dashboard, click tools icon and do relevant changes. If it is not your own dashboard, then you are not allowed to edit, share or delete the dashboard.

1. Type the name of the Dashboard.

2. Type a description of Dashboard.

3. To add the Dashboard to “Favorite”:

click on star.

Once the Dashboard is added to “Favorite”,

the user can view that in Dashboards’ main

screen.

4. Specify the sharing option. User can also

share the Dashboard with everyone.

5. Add shares to specify the groups that the

Dashboard is shared.

6. Click “Add” to create the Dashboard.



Note: Sharing with everyone makes the Dashboard visible to every user in the system. It is recommended to not to

share with everyone. Dashboard which is not shared with everyone, will avoid other users seeing the information

with respect to a considered project.

Note: If the user has any doubts with respect to Dashboard, user can contact eBuilder support to clarify doubts.

4.3 Editing Dashboard

If the user has started with a copied Dashboard, it already contains some gadgets. User can remove and replace them.

If the user has started with a brand new Dashboard, user has to add some gadgets.

4.3.1 Adding gadgets to Dashboard

To Add gadgets to Dashboard :

1. Click on “Add a new gadget”.

2. Select the Gadget.

3. Click “Add it Now”.

4. Click “Finish”.



Once you add a gadget, you can customize it by

using arrow icon of the relevant gadget.

4.3.2 Editing Layout of Dashboard

To edit the Layout of Dashboard :

1. Click “Edit Layout”.

2. Select the Layout.

3. Click “Close”.

4.3.3 Dashboard with Gadgets



4.4 Copying Dashboard

User can copy an existing Dashboard, which has been created by user, or shared by other users. This creates a same

Dashboard page as the existing Dashboard. Copying enables the user to reduce the effort and time consumed to create

a new complex Dashboard.

To copy an existing Dashboard :

1. Click the drop down in “Tools”.

2. Select “Copy Dashboard”.

4.5 Deleting Dashboard User can delete a Dashboard, only if he has created

that.

To delete Dashboard :

1. Click the drop down of “Tools” in Dashboard

home page.

2. Select “Delete Dashboard”.

3. Click “Delete”.

5 Issues

Issues are the tasks for the project. This could be a software bug, a change request, addition of a new feature etc. This

allows the users to report Issues came across, when testing a product. User can create and report an Issue, by

specifying the severity, priority, and type of Issue. Each Issue has a reporter (person who report the Issue) and assignee

(person who is responsible for resolving Issue). The owner of the Issue can be changed by eBuilder, in accordance with

the content of Issue.



5.1 Status of Issue

Status is the stage, which the Issue is currently at in its lifecycle workflow. Once the Issue is created, the status can be

changed. The most common statuses of an Issue can be briefed as follows.

Open

This is the initial status, which an Issue can occupy soon after created. Open Issues are ready for

assignee to start resolving. The default assignee would be the project lead of the project.

Note: A link will be displayed at the top with respect to the ticket, soon after it is created. Click the

link to view the ticket.

In Progress

This is the status after start working on Issue. In Progress Issue is being actively worked on at the

moment by the assignee. External Customers cannot change the status of an Issue from Open to In

Progress. It should be done by eBuilders.

Resolved

The Issue is identified and the resolution has been implemented. The Issue is then waiting to be verified

by the reporter. External Customers cannot Resolve an Issue and It should be done by eBuilders.

Reopened

This Issue was once 'Resolved', but is now being re-examining. User can reopen the Issue, if the user

has further doubts regarding with Issue.

Note: It is advised to reopen the Issue as a new ticket, rather than reopening the Issue at the same

ticket.

Closed

The Issue has been resolved, and then verified by the reporter.

Note: If the Issue is not closed within 10 days by the reporter, the Issue will be automatically closed.

This automatic closing of Issue is relevant only for some projects.

5.2 Types of Issues

The Issues can be in many types. The type of an Issue is project specific. Most common Issue type would be:

Incident - This can be any Issue.

Service Request - This requires performing a service.

Setup Request - This requires changing configuration

in the system (This is relevant only for some projects.

In here it is not displayed).

Customer Integration Request - This relates to

customer integration.



Change Request - This indicates a significant change to

the existing system.

5.3 Severity of Issues

Severity demonstrates the urgency of being resolved. The most common severity levels would be:

Crash - This demonstrates the highest severity. The user

will not be able to use the product, if this type of Issue

occurs.

Critical - These Issues are critical for system, and the

attention must be paid as soon as possible.

Major - These Issues have significant impact over the

system, but do not stop the functioning of rest of the

system.

Average - These Issues have relatively minor impact, but

care should be taken to fix the Issue.

Minor - Minor Issues indicate the least severity. This is the

default severity level defined for an Issue

5.4 Priority of Issues

Super High - This priority can be defined for Crash

and Critical Issues.

High - This can be defined for Major and Average

Issues.

Medium - This can be defined for Minor Issues. This

is the default priority defined for an Issue.

Low - This is comparatively low with Medium.

Very Low - This indicates the least priority.



5.5 Type of Issue

Incident - when something is "broken", i.e the

application is not behaving as expected.

Request - a pre-agreed normal request of a task to

be performed. Either a new password, a new user to

be created, reports to be sent.

How To - is guidance, either a short and quick

answer on how to do a certain thing, or a request to

train a new hire etc.

5.6 Creating an Issue

User can create and report an Issue, by specifying the severity, priority and type of Issue. To create an Issue, followings

must be followed.

An Issue can be directly created by clicking the “Create Issue” or by clicking the drop down of “Issues” at Main Menu.



Note: The configure field can be found at the top right corner. It is advised to set it as “All” fields.

Project This text field should be filed by the name of the project, in which the Issue was found.

Issue Type The type of an Issue is varying with the nature of Issue. The Issue type is related to project. This can

be varied with the SLA defined for the project.(SLA is discussed below)

Summary

Type of Issue

Summary is used as the title for overall Issues. A very short description of what the Issue is about. It

is advised to keep the summary simple, clear, and understandable.

Type of Issue should be provided when creating an issue.

Severity Severity demonstrates the urgency of being resolved. User should properly select the severity based

on the nature of Issue.

Priority User should carefully specify the priority that should be given to the Issue.

Description This field should be filled with a description which explains the Issue properly. It is recommended to



mention the names of the persons who raise the Issue, and to whom it should be addressed.

Attachment Attachment can be a screenshot, or anything that explain the Issue. This should be kept in an

understandable manner to the assignee. The maximum size of the attachment should not exceed

10MB.

Incident report If an incident report is not needed, set this to “Not Required”.

After filling the text fields’ click “Create” to create the Issue.

5.6.1 Process after the Issue is created

A link can be found at the top of the page soon after

creating Issue. Click on the link to directly view the Issue.

External customer will receive an alert email to the

specified address. This indicates the information of

attributes (Issue Type, Assignee, priority etc) of the newly

created Issue.

Note: Assignee Name is the name of the person

responsible for resolving the Issue at his/her point.



Once the assignee started working on Issue, the status

would be changed from Open to In Progress.

External customer will receive an alert email, which

notifies these changes.

Assignee can update the attributes of Issue (priority,

severity etc)

In this example, assignee has updated the priority from

Medium to High.

Once the Issue has been updated, external customer will

receive an alert email, which notifies these updates.

If the assignee of Issue needs more information, assignee

can request it by clicking Need Feedback. Then the status

will change to Waiting for feedback with new assignee,

external customer.

The external customer receives an alert email, which

indicates, that the work is no longer In Progress.

External Customer should return the feedback to eBuilder

by clicking “Return Feedback” at the Issue page.



Once the external customer sends the feedback to

eBuilder, an alert email will be received by external

customer, which notifies that the feedback is received.

The status of the Issue will be changed from Waiting for

feedback to In Progress.

The new assignee is the assignee from the eBuilder.

Once the assignee resolved the Issue, external customer

will receive an alert email, which notifies these updates.

The status will be changed from In Progress to Resolved.

The new assignee would be the external customer.

External customer can then close the Issue.

External customer will receive an alert email, which

notifies these newest updates.

The status would be changed from Resolved to Closed.

The transition of statuses for the Issue can be viewed

from the Activity of Issue.



5.7 Monitoring Issues

Monitoring (watching) allows the user to get the

updates of Issue. User can monitor many Issues of

project at the same time

To watch an Issue :

1. Go to the Issue.

2. Click the drop down in “More”.

3. Select “Watch Issue”.

To Stop watching Issue :

1. Go to Issue.

2. Click the drop down in “More”.

3. Select “Stop Watching”.

Summary of an issue will be displayed at the right side of

the particular issue. You can watch the issue by selecting

“Start watching this issue”. If you are already in the

watchers list, then it will show “Stop watching this issue”

instead of “Start watching this issue”. Once you click

“Stop watching this issue”, you will be removed from the

watchers.

“Assign to me” link is not available on the top of the

menu as previous version and in new version it can be

found here only.



5.8 Commenting on Issues

The user can comment on Issue.

To comment on an Issue :

1. Go to Issue.

2. Click on “Comment”.

3. Type the comment.

4. Click on “Add”.

Note: User can find the comment button at the bottom of the ticket with respect to Issue. User can limit the

audience for the Issue by making the use of sharing options.

5.9 Searching an Issue

To search for an Issue :

1. Click the drop down of Issues in Main Menu.

2. Select “Search for Issues”.

Once you click the “Search for Issues”, will display an

issue list relevant to your project. It is little bit different

with the previous version. Current view won’t display an

issue navigator as previous. You can change the view of

the window by selecting “Views” menu on the top right

corner.



You can search a particular issue by filtering circled area - Project, Type, Status… etc. It is the basic view of searching.

“Advanced” link will help to expand a basic filter. When you click the “Advanced”, it will allow you to type the query.

This query is not a normal SQL query. This is specific for JIRA.

5.10 Classification and Reopen count of Issue

5.10.1 Classification of an Issue

This is a classification of the Issue. This is done for reporting purpose. In this example the Issue is classified as a

Solution Issue, which is occurred as a database error.

5.10.2 Reopen Count of Issue

This displays the number of times that the Issue has been reopened by the external customer. The reopen history can

be viewed at the Activity Bar at the bottom of the ticket.

5.11 Activity Bar of an Issue

Activity bar can be found below the description of the Issue at the Issue page.



5.11.1 All

This displays the all updates with respect to a particular

ticket.

5.11.2 Comments

This displays only the comments with respect to the

considered Issue.

5.11.3 Work Log

This displays the work that has been logged on the Issue.

This indicates the time of work logged for a particular

Issue.

The accumulated time of work logged for the issue, can

also be viewed at the work log.

5.11.4 History

This displays activity history up to now, from the moment

that the Issue has been created.

History includes status changes, assignee changes,

comments, SLA changes etc.(SLA is explained below)



5.11.5 Activity

This displays the activities performed by the external

customer and responsible assignee.

5.11.6 Transition Summary

This filters out and displays the status transition summary

of the Issue.

5.11.7 Reopening History

This displays the reopening history of Issue.

5.11.8 Stateoscope

This displays the all actions, performer of

actions, and responsible assignees for

the Issue with respect to status

transitions.



5.12 Filters

A saved search is referred to as a filter. Filters enable to save the searches for future use.

5.12.1 Creating a filter

To create a filter use the Basic search or Advanced search.

To save a created filter, click “Save as” on the top

providing a name.

Note: Sharing with everyone makes the Filter visible to every user in the system. It is recommended to not to share

with everyone. Filter which is not shared with everyone, will avoid other users seeing the information with respect

to a considered project.

5.12.2 Managing Filters

This allows the user to view and configure filters, which are previously created. At the same time user can work with

filters that other users have shared.

To manage a Filter :

1. Click the drop down of the “Issues” in Main

Menu.

2. Select “Manage Filters”.



5.12.3 Viewing Favorite Filters

This page shows all Filters that the user has specified as

Favorite Filters.

To view Favorite Filters :

1. Go to “Manage Filters”.

2. Click on “Favorite”.

5.12.4 Viewing My Filters

This page shows all Filters that the user owns.

To view My Filters :


2. Click on “My”.

5.12.5 Viewing Popular Filters

This page shows the most popular Filters.

To view Popular Filters :


2. Click on “Popular”.

5.12.6 Searching Filters

This page allows user to search all filters that can be seen.

To search for a Filter :


2. Click on “Search”.

3. Enter the name of the Filter.

4. Select sharing option.

5. Click “Search”.



6 Service Level Agreement (SLA)

The SLA is in accordance with the respective customer agreement. The lead times of SLA displayed in the Issue page

once the Issue has been created. SLA is determined based on the project, Issue type, and severity.

The following example demonstrates the SLA with respect to Issue type “Incident”.

These measurements will be varied with Issue Type

E.g. The Issue has been created and the status is Open

Agreement time for be In progress- 80hrs.

Consumed time - 3 sec.

Remaining time - 79hrs 59 min 57 sec.

Agreement time for being Resolved - 2340 hrs.

Consumed time - 3 sec.

Remaining time - 2339 hrs 59 min 57 sec.

These bars are visible from the moment the Issue has been created.

E.g. The Issue has completed the In progress status.

Agreement time for be In progress- 80hrs.

Consumed time - 5 hrs 22 min 21 sec.


The Issue is now pending to being Resolved.

Agreement time for being Resolved - 2340 hrs.



These bars are activated, from the moment it change the

status from Open to In Progress.



The Issue has completed the In progress status.

Due date is 26/ Aug/ 2013.

Agreement time for be In progress - 80hrs.



The Issue has been Resolved.

Due date is 15/ Aug/ 2014.

Agreement time for being resolved - 2340 hrs.



Note: In some projects SLA status bar is visible, only for some Issue types. In few projects, Issue type is split, and for

each segment different SLAs has been defined.

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