[MUSIC] On this screen we see an image of a JIRA ticket. So we discussed some of those key fields throughout this lecture. This is a great visual to review those together. At the top, we'll see that generic title, the epic help desk, the EPICHD 32335. EPICHD 32335 is the designated ticket number assigned to the JIRA when the JIRA was opened. This number is a hyperlink that if supplied to another analyst or customer and user they would be able to click and access the ticket. This is great for cross team communication and communication with our customers. I previously spoke about entering all of the comments and communication information that happens along the way and the ticket. If we have our customer accessing the tickets, they'll be able to see the status and the progress being made related to their specific issue. Here we also see the description. So the physician working on site is unable to access order sets for patient admission. This is an excellent title to the JIRA, clear and concise and explicitly states, the issue being reported by the end user customer. We also have a detailed summary. This detailed summary is typically the information entered by the helpdesk or the customer if submitting a web ticket on their own, describing the issue that's being experienced. This field is editable. So when an analyst is assigned a JIRA ticket and they speak with the customer, they can add in or modify any information that's been entered in this text fields. The customer information is included with all JIRA tickets. We asked that a first name, last name, the employee identifier and phone number or email are included in the ticket. This ensures that we have the proper information should we need to get in touch with the customer. And then the attachments, it's always wonderful to have attachments, even if they are not needed to resolve the issue. Having that supporting documentation and getting in the habit of gathering as much as you can Is really key in the success of resolution of all tickets. So how is JIRA used for change requests or enhancement requests? So earlier in this lecture, we discussed change and enhancement requests. Now we're going to talk about that in a bit more detail. So issues for change requests or enhancement requests will also be logged as epic project issues with a number assigned to the JIRA. So in the prior slide, we knew that our JIRA was assigned a specific number once the JIRA was opened, and that was a hyperlink that would link out to the JIRA, that when shared anyone could access, that's the same for change requests or enhancement requests. Issues are either change request to make a change or update the system or enhancement requests which improve functionality or usefulness of the system. So in a prior slide we discussed this, a change request is modifying the system for existing workflows that can update the system to be more relevant in the functionality being offered. So for example, electronic health records, often have upgrades. The upgrades would be associated with change requests. This is because, there's technically not a technical function issue within the system. But we're installing more functionality that either changes the display, that an end user or a patient may see or modifying a workflow for less clicks, ease of use, making things easier on our end use and staff. And enhancement requests is really where we're trying to improve a piece of build that currently exists today, that may benefit from a change in order to save time and be more efficient. This will be outside of a standard upgrade or a new upgrade. Implementation. This is really something has been identified in this system by an end user, customer, or even the technical application team. And they receive all of the checks and balances needed in order to create that change and enhance that workflow, really creating a nice ease of use in the system. This is done on an ongoing basis. So some examples of change requests would be break-fix, maintenance, or an institutional wide change. So what happens next? The analysts will typically review the description and complete any necessary build related to this specific reported issue. All build is reviewed and signed off by the customer requesting the change. This is a key component to any successful build. So we can build as many changes as we'd like in the system, but there are absolute checks and balances that the build must go through. If you were to complete build in this system, you are going to ask a counterpart on your respective application team to verify your build, test your build. And make a notation in your Jira to ensure that anyone reviewing your Jira, auditing, compliance, knows that there was more than one analyst working on this build validating the new functionality. We also speak with our customers so that they have a chance to validate the build as well. We produce testing outcomes based on the changes, we supply that to our customers. We ask them to review and we'll get some sort of supporting documentation from them. They can either notate the Jira themselves or it could be a confirmation in email that all is well and we're able to move forward with the change and move to production. It's quiz time. So what can a Jira be used for? Let's think about these for a minute. Can Jira be used for issue tracking, project management, change requests or enhancement requests, maybe it was all of the above? Remember the originating name that Jira comes from, it's Godzilla, right. Jira can do a lot, it has a lot to offer. So which one of these answers do we think fits the most? If you picked d you are correct, all of the above. Jira can be used for issue tracking, project management, change and enhancement requests. What are the parts of Jira help desk ticket? Description of an issue, assignee, customer information, or all of the above? So if we look at the possible answers, do you think we could do without one of these options, maybe two of these options? What would you need to be successful if you were working a help desk issue? You would probably want all of the above. How do change requests differ from enhancement requests? There's no difference, change requests are updates to the system, enhancements are improvements to the system, or b and c? Remember the examples that I spoke about earlier? Which answer do you think fits the most? If you chose d, b and c, you are correct. So let's recap. We covered a lot of information in this lecture. And I hope that you enjoy the information and content. So what is Jira? Jira is an issue tracking system that can be used for change requests, enhancements, or project management. We talked about how Jira is used specific to issue tracking, submitting problem tickets, how analysts use tickets, the Jira process for the help desk, and what makes up a Jira ticket. [MUSIC]
