Jira tracks issues, which can be bugs, feature requests, or any other tasks you want to track.

Each issue has a variety of associated information including:

  • the issue type
  • a summary
  • a description of the issue
  • the project which the issue belongs to
  • components within a project which are associated with this issue
  • versions of the project which are affected by this issue
  • versions of the project which will resolve the issue
  • the environment in which it occurs
  • a priority for being fixed
  • an assigned developer to work on the task
  • a reporter - the user who entered the issue into the system
  • the current status of the issue
  • a full history log of all field changes that have occurred
  • a comment trail added by users
  • if the issue is resolved - the resolution

Issue Types

Jira can be used to track many different types of issues. The currently defined issue types are listed below. In addition, you can add more in the administration section.

For Regular Issues
Dev Service Request
Network Change Request
Change Management
Epic
Created by Jira Software - do not edit or delete. Issue type for a big user story that needs to be broken down.
IT Help
For general IT problems and questions. Created by Jira Service Management.
Service Request
Incident
For system outages or incidents. Created by Jira Service Management.
Service Request with Approvals
For requests that require approval. Created by Jira Service Management
Change
Created by Jira Service Management.
Problem
Track underlying causes of incidents. Created by Jira Service Management.
Task
A task that needs to be done.
For Sub-Task Issues
Sub-task
The sub-task of the issue

Priority Levels

An issue has a priority level which indicates its importance. The currently defined priorities are listed below. In addition, you can add more priority levels in the administration section.

P1 (Critical)
The problem will block progress.
Highest
This problem will block progress.
P2 (High)
Serious problem that could block progress.
P3 (Medium)
Has the potential to affect progress.
P4 (Low)
Minor problem or easily worked around.
P5 (Lowest)
Trivial problem with little or no impact on progress.
Minor
Trivial problem with little or no impact on progress.

Statuses

Status Categories

Helps identify where an issue is in its lifecycle.
Issues move from To Do to In Progress when work starts on them, and later move to Done when all work is complete.

Done

Represents anything for which work has been completed

In Progress

Represents anything in the process of being worked on

No Category

A category is yet to be set for this status

To Do

Represents anything new

Issue Statuses

Each issue has a status, which indicates the stage of the issue. In the default workflow, issues start as being Open, progressing to In Progress, Resolved and then Closed. Other workflows may have other status transitions.

New
New issue
Open
The issue is open and ready for the assignee to start work on it.
Pending
This was auto-generated by Jira Service Desk during workflow import
Customer input needed
Waiting for customer information before work starts
Information received
Customer provided information
In progress
This issue is being actively worked on at the moment by the assignee.
Reopened
This issue was once resolved, but the resolution was deemed incorrect. From here issues are either marked assigned or resolved.
CIO approval
Peer review
Peer review
Ready for build
Ready for build and user acceptance test
Implementation
Customer review
Pending customer review
Ready for release
Ready to be released to production
Validation
Rework needed
Customer approval
Issue has been resolved and it is awaiting verification by reporter.
Closed
The issue is considered finished, the resolution is correct. Issues which are closed can be reopened.
Controller Approval
Review completed
Awaiting implementation
Canceled
Completed
Declined
Implementing
Planning
Waiting for support
This was auto-generated by Jira Service Management during workflow import
Waiting for customer
This was auto-generated by Jira Service Management during workflow import
Resolved
This was auto-generated by Jira Service Management during workflow import
Escalated
This was auto-generated by Jira Service Management during workflow import
Waiting for approval
This was auto-generated by Jira Service Management during workflow import
Awaiting CAB approval
This was auto-generated by Jira Service Management during workflow import
Peer review / change manager approval
This was auto-generated by Jira Service Management during workflow import
Work in progress
This was auto-generated by Jira Service Management during workflow import
Under investigation
This was auto-generated by Jira Service Management during workflow import
Under review
This was auto-generated by Jira Service Management during workflow import
Done
This was auto-generated by Jira Service Management during workflow import
Triage
Approved
Cancelled
Rejected
Division Head Approval
To Do
Priority Triage

Resolutions

An issue can be resolved in many ways, only one of them being "Fixed". The defined resolutions are listed below. You can add more in the administration section.

Done
Work has been completed on this issue.
Won't Do
This issue won't be actioned.
Duplicate
The problem is a duplicate of an existing issue.
Declined
This issue was not approved.
Self resolved
No longer happens