Product Limitations or the way we have implemented Jira

Simon Le Voi

Having just joined the team my new company we are using Jira and we are struggling with some of the features and what I want to understand if this a limitation of Jira or we have just not implemented it correctly/using it correctly:

 

• Lack of reporting tools to analyse tickets at an Organisational level, build backlog reports
• No Extra fields for the Organisation to enable integration with NetSuite, Hubspot etc
• No custom fields for the Organisations (license expiry, contacts by role, used product, applied distinct SLA)
• No way to receive tickets to Jira for unregistered clients' contacts
• Poor functionality of incoming Mail Handler service - results in duplicating of tickets
• No built-in email announcements/response management functionality, have to use Hubspot, results in sending to emails to wrong focus groups
• Priority and Resolution field configuration- global setting affecting all projects

I would be grateful to get views on this please, 

thanks

 

Kate Pawlak _Appsvio_

Hi!

Lack of reporting tools to analyse tickets at an Organisational level, build backlog reports

Reports are available under every service project. Isn't enough for your case?

 

No Extra fields for the Organisation to enable integration with NetSuite, Hubspot etc

Look at the Atlassian Marketplace to find some app for integrations. For example, I see something like this.

 

No custom fields for the Organisations (license expiry, contacts by role, used product, applied distinct SLA)

You can use our app Customer Details for Jira Service Management. It allows collecting data about your Customers and organizations. Natively in JSM you don't find such a feature.