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VA Technical Reference Model v 21.11

JIRA Service Desk
JIRA Service Desk Technology

General InformationGeneral Information help

Technologies must be operated and maintained in accordance with Federal and Department security and privacy policies and guidelines. More information on the proper use of the TRM can be found on the TRM Proper Use Tab/Section.

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Description: JIRA Service Desk is a web-based issue tracking and project management service desk software. This technology serves as a collaborative platform for business service desks and Information Technology (IT) support. This technology is Information Technology Infrastructure Library (ITIL) certified and may be integrated with other JIRA project management and agile development applications to link service request tickets to software issues.

There is a standard edition of this software as well as an enterprise edition. Both editions of this software are covered in this assessment.

This technology leverages a Java Database Connectivity (JDBC) Application Programming Interface (API) to connect to a database and store customer, ticket, and knowledge management data. This technology may connect to a Microsoft SQL Server, MySQL Database, or Oracle Database to store data.

This technology may be hosted in the cloud, accessed as a mobile application, or installed as on on-premise implementation.

The TRM decisions in this entry only apply to technologies and versions owned, operated, managed, patched, and version-controlled by VA. This includes technologies deployed as software installations on VMs within VA-controlled cloud environments (e.g. VA Enterprise Cloud (VAEC)). Cloud services provided by the VAEC, which are listed in the VAEC Service Catalog, and those controlled and managed by an external Cloud Service Provider (i.e. SaaS) are not in the purview of the TRM. For more information on the use of cloud services and cloud-based products within VA, including VA private clouds, please see the Enterprise Cloud Solutions Office (ECSO) Portal at: https://dvagov.sharepoint.com/sites/OITEPMOECSO

This entry covers the Desktop Edition of this technology and not any mobile versions. Please note that the implementation of mobile technology applications that operates on Mobile Operating Systems must be reviewed and approved by the Mobile Technology and Endpoint Security Engineering Team: http://vaww.eie.va.gov/SysDesign/CS/MT/default.aspx.
Technology/Standard Usage Requirements: Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information Security Officer (ISO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.
Section 508 Information: This technology has been assessed by the Section 508 Office and found non-conformant. The Implementer of this technology has the responsibility to ensure the version deployed is 508-compliant. Section 508 compliance may be reviewed by the Section 508 Office and appropriate remedial action required if necessary. For additional information or assistance regarding Section 508, please contact the Section 508 Office at Section508@va.gov. Please see reference tab for more information concerning product versions.
Decision: View Decisions

Decision Source: TRM Mgmt Group
Decision Process: One-VA TRM v20.6
Decision Date: 06/30/2020
Introduced By: TRM Request
Vendor Name: Atlassian Software Systems
- The information contained on this page is accurate as of the Decision Date (06/30/2020).