Jira Software vs Jira Work Management: What's better for my use case?

Question

Hi there! I've used Jira before as a contributor, but this is my first time setting up a new project. I've learned that we're possibly getting licenses for Jira, and I wanted to know which product would be best for us. I have no idea which version we used previously.

We're a sales enablement team that gets news articles from other departments to share with the broad sales team. I'd like to use Jira for this process:

1. Content contributor fills out a form (name, email, and link to article)

2. This creates a ticket in the backlog, where I approve or reject the article (notifying the content contributor). If approved, I can add various tags: priority (is it critical news that impacts peoples' jobs, or a small update to Salesforce?), assignee, publication date, etc.

3. As the ticket moves through our editorial process, content contributors are notified of updates.

I know both support forms, but I don't know which one is best. I considered making a case for Jira Service Management, but it seemed like overkill. JSM seems to be geared toward fixing problems (bugs, customer service issues, etc.) while we just want to communicate approvals/rejections and allow content contributors to follow where their article is in the editorial process.

What program is best for this?

Sarah Dugas · Answer

Hey Ismael, thanks for your reply! That's a valid question I need to ask my boss - I don't think we'd like to give every single person a license.. I'd like for them to be able to see where in the process things are, even if they can't see all tickets from all contributors. This would be reason enough to consider JSM.

Ismael Jimoh · Answer

FYI only users who have licenses are notified when using JSW and JWM. Sorry If I wasn’t clear about this above.

Ismael Jimoh · Answer

Hi @Sarah Dugas

Welcome to the Atlassian community.

Before we go any further, I would like to check if every user (including contributors), would have a valid Jira Software or Work management license.

If no, I believe JSM is the way to go as these users can be marked as customers and although it may seem that JSM is geared towards bugs and Customer support as you said, I personally believe it is more and would rather consider it a potential collaborative tool if working with people who do not need to have direct access to your Jira and who wouldn’t be getting licenses.

Other than that, I believe from your description, JWM would be quite adequate here.

Rgds