Rolling out Jira

Beaconfire recently adopted a new bug/task tracking tool, Jira. Now that we have been using Jira internally for a while, we have started to roll it out to our clients. It’s a great tool to store all the tasks, bugs and enhancements on a project and help track the progress of those tickets.   Here are some key points/helpful hints to how we are rolling Jira out to clients:

1) We set up the client account on Jira so that the client user only see their projects – that makes their experience more streamlined. We have created a Jira client training doc which we send along with the introduction to Jira email.  Beaconfire sets up a default dashboard for each client, so they don’t need to learn the process of how to set up dashboards. Some clients, though, get very comfortable with setting up dashboards and have access to all the tools to add new gadgets, etc.

2) We currently are not using Jira during the Discovery/Design phase, though we may eventually. The tool really best is used during the Development/QA phases.   We are starting to use Jira for Ongoing projects and are refining the best approach on how to differentiate between tickets in requirements/estimates stage and those which are approved for work.

3) Ideally all enhancements, bugs and task requests are entered in Jira instead of sent via email.  If an email does come in with a new request, the Beaconfire PM still enters  it in Jira and then sends back an email with the reference URL.  That way we don’t lose track of any of the requests.

4) Sometimes, if a question goes back and forth on Jira, it makes sense to just get on a call to discuss. A quick conversation can add a lot more clarity sometimes – just make sure to update the Jira ticket with comments and decisions.

5) If  the change/bug was issued by the client, once Beaconfire’s QA is complete, the ticket should be assigned back to the client for review. The status in our process for that is called “Pending Approval”. Once the client has reviewed, if they approve the change, they should assign the ticket to the PM with “Completed” status. If there are additional changes, they should assign back to the PM with “Rejected” or “In Process” status.  Once the change has been deployed, the ticket will be closed out.

6) We have also had the experience of co-management of tickets – either between Beaconfire and the client or amongst multiple client stakeholders. In that scenario, we have set up special dashboards to allow for a view of all tickets assigned to the other managers and then, separately, a list of tickets assigned to you.  The watcher function can also help to keep appraised of ticket status.

As we are refining this process, we may have some additional helpful hints that come up. Also, if you have used Jira, or other similar bug tracking tools, for client access, we’d love to hear what’s worked for you!

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