Readers would be pleased to know that we have teamed up with Packt Publishing to organize a giveaway of the new JIRA 6.x Administration Cookbook that we have reviewed recently (See Book Review: JIRA 6.x Administration Cookbook).
Three lucky winners stand a chance to win a digital copy of this book each.
How to Enter?
All you need to do is head on over to the book page and look through the product description of the book and drop a line via the comments below this post to let us know what interests you the most about this book. It’s that simple.
The first 3 valid respondents will get an e-copy of the Book.
The contest will close on till 17th Sep 2014. Winners will be contacted by email, so be sure to use your real email address when you comment!
The Personal Data Protection Act (PDPA) has come effect from 2nd July 2014
The PDPA establishes a data protection law that comprises various rules governing the collection, use, disclosure and care of personal data. It recognises both the rights of individuals to protect their personal data, including rights of access and correction, and the needs of organisations to collect, use or disclose personal data for legitimate and reasonable purposes.
We recently completed an enhancement for Data Request Tracking with JIRA.
This enhancement tracks all requests and facilitate the approvals that is pertaining to personal data.
Some of the steps required are:
- create a new issue type “Data Request”
- create a new project for Data Request
- add those fields that you need to track
- associate the fields to the screens
- copy the default workflow and change it with the Workflow Designer
- associate the schemes to the project
- If you need reports, you can create a dashboard and add some of the built-in gadgets
By using a centralised application instead of emails to track all the requests, it provides visibility in the handling of all requests and fulfils the audit requirements.
We thought it was useful and adapted it for ourselves. Hence, if you have previously submitted your personal data to us, you know your data is safe.
If you are using JIRA, you can start tracking your Data Requests today!
Atlassian has announced 3 new products in the recent Atlassian Summit 2003. One of them is the JIRA Service Desk.
JIRA Service Desk is a JIRA addon that
- Allow customers to ask for help easier with an intuitive and clean interface. They get to have the terms in their own language, different from what the IT team sees
- Allows the helpdesk team to distinguish the urgent issues with powerful SLA rules
- Allow customers to solve their problems faster by suggesting solutions when they file the ticket
For details, please refer to the video intro.
JIRA is used by many organisations as a Helpdesk system to keep track of their user queries and requests. Over time, it becomes a valuable Knowledge Base. These solved cases will have details on:
- how to replicate the error,
- what was the root cause and
- the desired solution
By opening up the Knowledge Base, it improves productivity by enabling end users to search for the solution first. If it is available, the end user will get his/her issues fixed and the Helpdesk team can handle difficult cases.
For organisations already have this arrangement, it can be further enhanced by tapping onto Confluence.
When tackling FAQs that require a detailed write-up, a new page can be created in Confluence via a standard template. As long as the JIRA issue is mentioned in the Confluence page (see red arrow in diagram below)
a corresponding link will be created in JIRA (see red arrow below)
Users can click on the link to Confluence to read the detailed solution.
The benefits of using Confluence are:
- rich content can be included (e.g. videos, screenshots, diagrams)
- content can be easily organised in user-friendly layout
- easy to search as FAQs can be organised by topics
- easy to find the solution in a page instead of digging long list of comments (in JIRA)
- protects sensitive information from public viewing
As a user, do you prefer the red pill or the blue pill?
|Solution in JIRA
|Solution in Confluence
By investing a small effort in Confluence, it will reduce a big effort in JIRA subsequently.
You can start with a Doc Sprint to jumpstart your Knowledge Base with your own FAQs.