How do you collect minor development needs from business users to Jira (SM)

[Heidi Lehessalo]

At the moment we use excel to collect and prioritize minor development needs from our business users. I would like to get them to Jira tickets and maybe use a board to follow them through. What do you suggest is the best approach? Our team uses Service management but we have also Jira software available.

[Mark Segall · Accepted solution]

Hi @Heidi Lehessalo - JSM is best for intake of business user requests as you can serve up a form to guide users in how they raise the request.  Without understanding your business process, you could go a couple ways from there for triage/execution:

1. If you have a separate team that performs triage against such requests, you could leverage JSM as the source of truth for the duration of the request where it gets triaged and serves as the communication point and visibility to the end user, but all activity against that request is tracked separately on the appropriate software project. 
   NOTE - You can leverage automation for transactional activities/communication so that team members don't have to think about updating the JSM status when they update the linked issue status or have to think about communicating transition updates to the reporter
2. If your dev team does it all, you could still go with the JSM project, but instead of linking issues to another board, you update their existing software board filter to include issues that come in via the JSM project.  This way they have visibility into all activity on one project board.

[Heidi Lehessalo]

Thank you, you gave me good ideas to think and try about