Looking for web based problem processing

Question

Hello,

we are a small ISP and need some sort of "Problem Process Managment".

The goal would be that the technical engineers design a workflow/process to fix a customers internet connection (is the cable plugged in, does it have power, what do the error lights say, have you tried turning it off an on again, etc..)

The 1st level should then process that customers case with the workflow and be able to share the current state of the problem/process with the 2nd and 3rd level engineers.

Is there a jira product which can do this? Can you point me to a specifiy page/resource/video?

Thanks,

Michael

Alexander Bondarev_x6gjf3 · Answer

@Max , thank you for the article! Very usefull table with description of fields.

My colleagues often ask me about this information!

Alexander Bondarev_x6gjf3 · Answer

Hello, @Ml Ml !

Welcome to the Community!

Of course Atlassian stack can help you:

- for Customer-portal and 1st line(2nd line) support you can use Jira Service Management (Jira Service Desk);

- also you can set up knowledge base in Confluence (here you can find recommendations about using Jira Service Management and Confluence together);

- for 3nd line support you can use Jira Core(for non-agile teams) or Jira Software(for agile teams).

Each product available in Server*, Data Center and Cloud.

Feel free to contact! Out Community ready to help you.

Max_a0med2 · Answer

Hi, look this article:

https://confluence.atlassian.com/servicedeskserver043/managing-problems-with-your-it-service-desk-974368287.html