ERP Application Support with JIRA Service Desk

[chandrasekhar S]

Hi

Please share the procedure document to map the following requirement to check our requirement fitment in JIRA Service desk application.  Please share any videos, document or link to understand this and close this as our demo will expire in another one week. 

Our requirement is :

1.  Multiple users will raise tickets with screen shots, issue description, issue category, Module etc.

2.  Respective core team member will review the issue and if not resolved, will escalate to the ERP Team.

3.  ERP team will review and if not resolved, escalate to L1-Vendor.

4.  Vendor will ascertain if this is L1, L2 or L3 ticket and then move to the respective buckets.

5.  The ticket status to be updated with different status - in process, closed, testing, user confirmation, CR Document pending etc. with respect to internal team support or vendor support.

6.  Co-ordinator should not be able to close the ticket without updataing the solution for knowledge base.

7.  Based on the ticket category the assigned support person should update the resolution time.

8. There should be a provision for response time and resolution time based on the business priority [high, medium, low].

9. We should be able to generate reports for SLA defaults with respect to response time and resolution time with the ageing.

10. We also should be able to view the summary reports.

[Nic Brough -Adaptavist-]

For 1-7 see https://confluence.atlassian.com/adminjiraserver/project-screens-schemes-and-fields-938847220.html and https://confluence.atlassian.com/adminjiraserver/working-with-workflows-938847362.html

For 8 and 9, I would install Jira Service Desk on your core installation (otherwise you'll need to write a lot of custom code!)

For 10, the reports are built in.