JIRA task for Burti Service Desk

JIRA tasks can be created in different ways:

1. Customer, who already have JIRA user, can create tasks in JIRA Customer Account https://services.burti.lv

• User login
  
  
  
  

• Customer Account >> Questions >> Will take you to Burti Service Desk
  

• 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 to support@burti.lv 

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 OPEN and assigned to ----------- (image - People involved)

→ The task will get unique identifier, which is used for the task update - status, working time, responsible person for task and payments. (image - DESK-38)

JIRA tasks status

1.  Tasks, which are expected to complete in less then 30 minutes, can be solved without further agreement. JIRA task status is changed from OPEN to IN PROGRESS.
   
2. 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 ESTIMATED. 
3. If the customer accept estimate (status Estimate Accepted - ESTIMATE ACCEPTED), then work on a task can be started.
4. When the task is completed, then it is assigned to customer representative for checking. (status User acceptance - USER ACCEPTANCE) 
5. Accepted and automatically accepted tasks, kurus nepieciešams izvietot Sistēmas Darba vidē, Klienta pārstāvis atbilstoši atzīmē (Accept the Solution) un piešķir Izpildītājam (statuss Ready to deploy - READY FOR DEPLOY).
6. ...... periodically gives one or more tasks solutions for customer's JIRA at service desk (statuss Deployed - DEPLOYED) and gives it to customer representative. 
7. If there is no complains or questions, then the task will be automatically accepted and closed (statuss Closed - CLOSED). 
8. If during the checking process are found some problems, then customer must describe them and reopen the task (statuss Reopened - REOPENED), piešķirot to Izpildītājam.