Atlassian's Jira is a powerful tool to promote best practices of internal processes and provide efficiency to development teams within your organization. The powerful nature of the tool is not only with the features offered by Atlassian but with a vast variety of options at your disposal to customize the instance. These customizations can come from the native features and options available as well as the apps brought to you via the Atlassian Marketplace. While these can all be great in building your Jira instance to get the most out of it, they can also have the potential to be detrimental to the health of the instance and negatively affect your organization's teams.
Following best practices when configuring your instance as well as proper control over the integrations added to your instance is critical. If not properly managed you can experience system issues resulting in downtime due to a number of reasons but most commonly high memory or CPU. While installing apps through the marketplace may seem trivial and rather safe, keep in mind that each install of these apps does modify the database and can also be creating items such as custom fields in your instance. Make sure to properly vet all apps, check the reviews in the marketplace for any reports of impact to the instance. Also, review any documentation for the app to see how the application integrates with your instance. Most importantly it's highly recommended to install any apps in a lower environment (Dev or QA) before installing it in production. Thoroughly testing all new installs will give you the best idea of how the application will impact your instance once installed into production.
In addition to the configuration items created by apps are the ones created manually. Being mindful when adding items such as custom fields, statuses, workflows, etc. can save headaches long-term. It's important to reuse configuration items wherever possible. Having numerous, similar or duplicate, custom fields and statuses will create an administrative burden. Having a large number of these items will also have an impact on exporting issues and projects as well as for instance performance when loading reports, project boards, and dashboards.
Proper user management will help to keep licensing costs to a minimum as well as give better control over access to the instance. Use groups wherever possible in permission schemes, boards, and filters. Provide only Jira administrator access and Service Desk agent licenses to those that need it. All users may not need Service Desk agent licenses and since these are billed separately in the instance, assigning all users to the Service Desk group can incur unnecessary charges going forward. Frequent review of active users is important as well. Based on business rules, users who have not logged in for some time (3 to 6 months) may be able to be made inactive. Frequent review of these types of users will also allow you to keep access to a minimum, save licensing counts, and in turn reduce user tier costs.
Review stale or old data is critical in maintaining a Jira instance as well. Instances will begin to grow over time and as your organization and teams grow, so will the ticket count in your instance. The larger the instance size, the high likelihood for performance degradation and instance issues. Analyzing your instance for stale old data is a key step in maintaining a healthy instance. For stale data, take a look at any unresolved tickets as well as any older tickets that have no resolution or that are not in a "Closed" status. You will also want to review any projects that have not had a ticket created in them for a long period of time (we generally recommend 3 to 6 months). After thorough analysis, you will want to close any stale tickets and archive any projects that are deemed to no longer be in use.
Praecipio's Modern Service Management
Praecipio offers guidance and services to help maintain your Jira instance and provide you with industry best practices. Through years of experience, we at Praecipio have developed a wealth of knowledge in properly configuring and managing Atlassian products that will ensure you get the most out of the product for every use case in your organization. As part of our Managed Services offering, we deploy our proprietary Health Checks. These Health Checks include a thorough review of various aspects of maintaining your instance. Praecipio's Health Checks are split into two main categories: Infrastructure and Process; and include topics such as Licensing, Database Health, Security Vulnerabilities, User Management, Upgrade Readiness, Performance, Process Consolidation, Stale Data, apps/App and Workflows. With these Health Checks and working with Praecipio's Modern Service Management, your instance will be in an optimal state for growth and longevity.