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The ONC Issue Tracking System - The Office of the National Coordinator for Health Information Technology
The ONC Issue Tracking System - The Office of the National Coordinator for Health Information Technology

JIRA Standard Operating Procedure


Executive Overview

JIRA is a platform that allows teams to create, capture, and organize issues, develop solutions and follow team activity for multiple projects at a time. The Office of the National Coordinator (ONC) maintains a JIRA environment as issue reporting/tracking platform that encourages user communities to collaborate on numerous Health IT projects. The system provides links to the projects, as well as other useful information relative to the topics being discussed. JIRA allows different projects to have different workflows to match current teams’ processes and the system is especially adept at capturing, prioritizing, and taking action on issues for each project. The ultimate goal for this project is to build a place where users can look for answers to questions, share suggestions, and provide real-time feedback.

System Settings Hierarchy

To keep different project phases and milestones organized for different users in different projects, JIRA has a four-level hierarchy: Projects > Components > Issues > Subtasks.

Project – The project is the highest level container for issues in JIRA. The project level allows users to get a quick view of a project at any phase by clicking on a milestone to see outstanding issues and progress towards reaching the milestone. Reports are available on open issues, popular issues, user workloads, etc.

Component – Each project can be broken down into components (logical subsections). Users can file issues against specific components and assign component leads who are automatically assigned incoming issues. Component-specific reports are also available.

Issues – Projects are set up to track different types of issues. Depending on how the project is being used, an issue could represent a question, feedback, a form submission, a bug, etc.

Subtasks – Subtasks help break down complicated issues into manageable pieces because they are treated as separate issues. They can be defined in numerous different ways, assigned to different users, have time estimates set, etc. They can even have their own workflow that differs from parent tasks.

JIRA Groups and Roles and their responsibilities

In JIRA, groups and roles are a way to manage collections of users. Instead of assigning a particular permission or notification to an individual users, we can use groups or roles. If a group/role is used, each member of the group/role will be given that permission or get that notification. Groups and roles are similar in their function except that groups are system-wide and roles are project specific. Also, a project administrator can manage the roles for their own project, whereas groups must be managed by a system administrator.

By default, ONC JIRA assumes three user roles: administrators, developers, and users. To better associate users and user groups with specific projects, JIRA can be further customized by adding new user roles. Groups and Roles can be used by a project’s notification scheme, permissions scheme, issue security scheme, comment visibility, and workflows.

User Role Abilities
Administrators Typically administer a given project
Developers Typically work on issues in a given projects
Users Typically log issues in a given project


ONC JIRA Standard Operation Procedures

Request a New Project

  • Navigate to the ONC JIRA landing page
  • Click “Request a Project” to open a “project request” form and fill out all required fields.
  • When the request is received and submitted as a ticket, the requester automatically receives a confirmation email.
  • The JIRA technical team COR approves or denies the request and a JIRA user account for the requester is created upon approval if the requester does not already have one.
  • With COR approval, the JIRA technical team creates a new project with a default workflow unless a custom one was requested.
  • If a customized workflow is required, the JIRA technical team performs a requirement analysis with the requester.
  • The requester is notified upon project creation and customizations completion.

Open an Issue Ticket

  • Before creating a new issue, search for similar issues in the relevant project.
  • Create issues by navigating to “Issues” > “Create Issues” and fill in the required fields in the pop-up window. Be sure to select the correct project from the drop down menu in the form to address your ticket to.
  • The JIRA technical team reaches out to the requester if needed.
  • The requester is notified when the task is completed.

Request Technical Support

Technical support also offers Office Hours which are available Monday-Friday for JIRA users to discuss issues with an external support team:

  • Mondays 10:30-11am EST
  • Tuesdays, Wednesdays, Thursdays, and Fridays: 10:30-11:30am EST
  • Try to schedule office hours at least one business day in advance

Request a Customized Workflow

Request to Change a Project Owner

Import/Export a Project