6. TEST. 7. DONE. 8. ROLLOUT. (probably via a workflow) Note1: For Testing, we can consider sub-tasks associated with the User Story and define a specific workflow that emulates the testing process. Then for integration testing that considers the interaction of several User Stories, define a User Story of type: "Test Case". Give your employees better support with Jira Service Desk Interactions with Jira Service Desk, an internal support tool for IT teams, start with a simple feature—a ticket. But so often, when a laptop requires maintenance or video conference setup is in need of troubleshooting, significantly more context is required to truly resolve the issue. Tickets are the requests raised in your service project either by customers, or by agents on your customer's behalf. You can use ITSM categories and request types to organize the requests your customers submit. What are work categories? Learn about the four main ITSM categories in Jira Service Management: service requests, incidents, problems For the third time, follow steps 2-6 of the Jira Service Desk plugin development flow. Once you've installed the plugin in your running Jira instance, open the Settings tab on any Service Desk (create a Service Desk if one does not yet exist), and select 'Automation'. Add an automation rule, using 'Custom rule' as the template. We also have invested in machine learning: Over time, your service desk will learn which keywords are relevant to which articles. Other great add-ons that help you get the bang for your buck with Jira Service Management and Confluence: Personalize your knowledge base with branding and better organization: Create a dashboard within your IT space If you limit how people can move requests through a workflow – for example, by removing Any status transitions – your service team may have trouble moving a request into the correct status. For example, if you remove all transitions from a status, you won’t be able to move requests into or out of that status at all . An incident management workflow helps service project agents to investigate, record, and resolve service interruptions or outages with the aim to reduce downtime and negative impacts on business. Jira Service Management provides an Information Technology Infrastructure Library (ITIL) compliant incident management workflow called ISD: Incident An efficient onboarding process in Jira Service Management saves time for the supervisor and ensures that the new employee has everything they need to get started at their new job. This example uses Jira Service Management and Deep Clone for Jira. This use case makes it possible for all three teams to conduct their onboarding tasks To set up an automation rule: In your service desk project, select Project settings > Automation. Select Add rule. Choose a preset rule from the list, then select Next. The rule configuration screen appears. Edit the rule name and description as needed. The rule name appears on the main automation settings page, so choose a name that explains Jira Service Desk, which was built on the bug and issue-tracking foundation of Jira, provides one integrated solution for ticketing, tracking, and notifications for both internal and external customers. When paired with Jira Software, Service Desk helps teams find tickets, solve bugs, and implement customer requests faster. LDKeB9.