JIRA tasks can be created in different ways:
1. Customer, The Customer’s representative who is already have JIRA user, can create tasks in JIRA Customer Account a JIRA user shall establish the JIRA Issue in the Customer Account website services.burti.lv https://services.burti.lv
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- Burti Service Desk>> Choose your necessary topic
- Summary and description of task >> Create
2. If the customer representative don't have JIRA user, then it will be created manually. You must send email about JIRA user The Customer’s representative sends an email to support@burti.lv , which automatically creates the JIRA Issue;
3. If customer representative submit tasks through telephone or verbally. In this case Burti representative will make tasks.
To complete the task, must be known at least the following information:
Customer representative's name and surname
Customer name
- If there is more then one company (for example, accounting company) then You need to specify to which company is this task meant
HansaWorld vai Izpildītāja produkta nosaukums
Understandable task description
→ The task is created if it has a status The Customer’s representative places a call by phone or orally. In such case the Contractor creates the JIRA Issue on behalf of the Customer’s representative.
For the Contractor to approve the Issue, at least the following parameters of the Issue need to be known:
First name and surname of the Customer’s representative
Customer’s name
- Undertaking of the Issue in case the Customer uses HansaWorld at different undertakings
Title of HansaWorld or the Contractor’s product
Comprehensible description of the Issue
4. If the Customer’s representative does not have JIRA user, it will be created automatically or manually by notifying thereof to the specified email of the Customer’s representative.
5. In case this information is not specified, the Contractor reserves the right not to approve the Issue for performance. It will be delivered to the Customer or the Customer’s representative, who has placed the Issue for the purpose to update the necessary information.
→ The Issue shall be deemed created, if it has the status Waiting for support or Open
and it is assigned to -----------the Contractor’s representative (image - People involved)Status colour Blue title Open
→ The task will get A unique identifier is allocated to the Issue, which which is used for the task update - status, working time, responsible person for task and payments. upon administration of the Issue’s updates, status, responsible persons, priorities, and other parameters, as well as for the purpose to assess working hours, records and payments.
(image - DESK-38)
JIRA tasks status
- Tasks, which are expected to complete in less then 30 minutes, can be solved without further agreement. JIRA task status is changed from
toStatus colour Blue title Open
.Status colour Yellow title In Progress 
Tasks, which are expected to complete in more then 30 minutes, together with time estimate, must be sent for approval to customer representative. JIRA status is changed to - The Issues where the estimated time necessary for solution does not exceed minimum time-keeping Interval shall be solved without additional coordination with the Customer. The Interval is set at 30 minutes.
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.Status colour Yellow title Estimated - The Issues where the estimated time necessary for solution exceeds the set Interval are sent to the Customer’s responsible representative along with assessment of the estimated time (hereafter, the Estimate) and proposed Performance Time for approval, using the issue tracking system JIRA
- If the customer accept estimate the Customer approves the Estimate (status Estimate Accepted -
), then work on a task can be started.When the task is completed, then it is assigned to customer representative for checking. then the work on the Issue is commenced within Performance Timeline or the timeline set out for the Customer’s Service Level.Status colour Yellow title Estimate Accepted - In case of performance of the Issue it is delivered to the Customer’s representative for verification (status User acceptance -
)Status colour Green title User Acceptance - Accepted and automatically accepted tasks, kurus nepieciešams izvietot Sistēmas Darba vidē, Klienta pārstāvis atbilstoši atzīmē The accepted and automatically accepted Issues which are to be deployed in the System’s Operational Environment shall be respectively flagged by the Customer’s representative (Accept the Solution) un piešķir Izpildītājam (statuss Ready to deploy -
) and assigned to the Contractor....... periodically gives one or more tasks solutions for customer's JIRA at service desk .Status colour Green title Ready for deploy - The Contractor shall from time to time deploy one or more solutions of the Issues flagged by the Customer in JIRA into the System’s Production Environment (statuss Deployed -
) and gives it to customer representative. If there is no complains or questions, then the task will be automatically accepted and closed and assign thereof to the Customer’s representative.Status colour Green title Deployed - If no specific objections are expressed or questions raised within the set timeline the Issue is automatically deemed accepted and closed (statuss Closed -
).Status colour Green title closed - If during the checking process are found some problems, then customer must describe them and reopen the task specific deficiencies are discovered in the course of verification, the Customer shall record the deficiencies along with all required information in a form of screenshot, video recording, data samples, and reopens the Issue (statuss Reopened -
) , piešķirot to Izpildītājam. by assigning it to the ContractorStatus colour Yellow title reOpened