DoIT Shared Tools - JIRA - Service Description and Policies

UW DoIT JIRA is a central service supported by DoIT's Shared Tools Team using Atlassian's JIRA product. This product enables teams to track issues and resolution via various workflows. The service is currently offered to DoIT Teams and DoIT-related teams. JIRA is an extendable product that provides great flexibility in configuring projects for tracking issues.

Please contact the Jira Admins ( if you would like to demo and/ or get a feel of our "Default" project.

JIRA Support

Service Support

Support for the JIRA (including requests for new projects, groups, issues, etc.) is primarily handled via the Shared Tools support survey form or the JIRA Admin email if the survey does not meet your needs. We will make every effort to respond to requests and questions within 1 business day. Service outages, upgrades and community events are also broadcast via the email list. To subscribe, send an email to The user community is also welcome to use the list for discussions on how they use JIRA.

Standard Support

The Shared Tools team's Standard Supoort is to provide initial creation of a JIRA project using the standard installation/setup and 2 hours of user education and consulting that is required to familiarize the project lead and/or admin to be able to start using JIRA and to know options and capabilities of JIRA. If more assistance is needed from the Shared Tools Team for consulting and setting up schemes, Extended Support (described below) may be required.

Extended/ Project Support

When a project requires JIRA Administration support beyond our Standard Support, the Shared Tools Team will plan with the project leads to determine the time frame the changes are needed, estimate of the work the Shared The Shared Tools team reserves the right to determine if the proposed schemes fall outside the intended scope of the JIRA Service and may ask the project leads to consider simplifying their requirements or consider using their own tracking system. Tools Team member would provide, and the expectation from the project team and Shared Tools Team members. The Project Lead will need to provide a CBS project number or DoIT Number for billing of the work for the specific project. The Shared Tools team will provide a template for customers to prepare to work with the team to identify and estimate the custom configuration to be done along with expectations from both teams.

The Shared Tools team reserves the right to determine if the proposed schemes fall outside the intended scope of the JIRA Service and may ask the project leads to consider simplifying their requirements or consider using their own tracking system.

Atlassian offers a Cloud service as well as relatively affordable licensing for small numbers of users.

Standard Installation/Setup

The standard environment consists of default workflows, permissions, statuses, transitions, etc. which are defined, documented, and supported by DoIT. The defaults for these items were selected to provide the widest amount of support for the majority audience. This means that the default setup may not fit your needs. Any customization may require a staff member from your group to work with a JIRA Admin to perform customization, may incur a cost, and implementation time frame will depend if resources are available in the Shared Tools team. Prior to contacting the JIRA Administrators, we recommend you plan our your customizations in picture/chart (preferred) or other documented form. This documentation will help the JIRA team in providing consultation, estimates, expectations, and determine whether "Extended Support" (below) is needed.

We will make every effort to create your project with the default project settings or respond to your project's special set up requirements within 1 business day. User accounts are automatically created when you log in to using your NetID credentials. If your department has used UDDS user groups for permissions on projects, you may automatically have access to JIRA projects. Otherwise you will need to submit a request to be granted access to the specific projects.

Responsible Use and Data Policies

The DoIT JIRA is a general service, not intended to be highly secure. Users should not place restricted data or data subject to HIPAA on this service. Also, JIRA may not be suitable for other sensitive data.

Individuals using this service are required to:


Plug-in Policies

Plug-ins provide additional functionality to the base installation/features of JIRA. To find a variety of JIRA plug-ins, please visit: Adoption of JIRA plug-ins is not something that can happen without some considerable evaluation because plug-ins have the potential impact all aspects of JIRA. The Shared Tools team will use the following items to gauge adoption of plug-ins (order is not an indicator of priority):

  • user demand
  • cost
  • Atlassian community rating
  • number of downloads
  • if the plug-in is currently supported
  • if supported, what company/group supports that plug-in and what is their reputation
  • how frequently the plug-in is updated (more frequently is better than less)
  • the potential impact or side effects on aspects of the JIRA base install

JIRA Plugin Requests

For a list of plugins that have been requested by users, please see: DoIT JIRA Plugin Requests.


Periodically our service may be down during scheduled maintenance of the JIRA software, server operating system, or database server. During the maintenance times the service may be unavailable. We will make every attempt to provide notification as early as possible to when outage should be expected.



Updates will happen on a periodic basis. The newest version will never be deployed immediately after release. A comfortable "growing phase" between release and deploy to a testing server will be determined. This same policy applies to to plug-ins (see Plug-in Policies for more information).


Tuesdays Evening 10:00pm - Midnight


 Wednesday 5:00am - 7:00am


The maintenance window for the database server and the database software is Sunday mornings from 6-8am. In general maintenance is scheduled 4 times each year.


Service Data

The Shared Tools UW DoIT JIRA service utilizes DoIT's Bucky Backup service to protect data and recover it if needed. Server data is back up of the last 3 versions for 180 days.


Database backups are intended to be used to restore from media failures. Database backups will allow for the recovery of the entire database to a specific point in time. Database backups are retained for 30 days.

Policy Updates

We reserve the right to update our policies as needed. Please check these policies for any changes. We will send an email notification to JIRA Project Admins the Thursday after policies are updated.

See Also:

Keywords:jira atlassian   Doc ID:19795
Owner:Teresa A.Group:Shared Tools
Created:2011-08-17 11:07 CDTUpdated:2018-04-02 16:24 CDT
Sites:Shared Tools
Feedback:  6   0