We have an existing service desk where all 8 members of the department are licensed as agents, but generally only 2 of them interact with requesters.
The team is looking to rework their setup so that they can get very detailed reporting on the status of a request as well as track the time and work being spent.
My approach is to have their existing service desk simply track the high level statuses, i.e. - In Progress, Waiting for Customer (or Support, or Vendor), and have a backend Software project for the specific state of the work, i.e. - Design, Review, Development, QA, UAT, Deployment. That presents me with two options: Create these specific Statuses for the backend project with a complex workflow (not all Statuses used for all requests), or break down the various steps into subtasks that reflect the status - a subtask for Design, another for Review, etc.
I know in either case I can link the backend task (or task and subtasks) to the front end ticket. What I don't know, because I am light on Report/Filter/Dashboard knowledge, is how difficult either of these options will be to report on.
And finally, is my approach wrong? Should I instead be highly customizing the service desk to track all the specifics? To me that seems counter-intuitive and a lot of work, but most of what I know about Jira design is from necessity and what my org wants, and not necessarily the best way to do things.
I honestly would welcome any and all feedback. I'm sure there are many different ways people are handling similar situations, and I'm trying to get a sense for what has worked best for others.
Online forums and learning are now in one easy-to-use experience.
By continuing, you accept the updated Community Terms of Use and acknowledge the Privacy Policy. Your public name, photo, and achievements may be publicly visible and available in search engines.