Team - Please provide overall insight into my thinking and direction - I am new to JIRA

Richard Pugh

Team goal - replace current inhouse ticketing system and introduce PM methodology

I read all the documentation online for CORE, Software and Service Desk and I mean every page...

Based on my understanding, I plan to:

1.  replace current in house ticketing system with JIRA service desk...seems straight forward

2. As the PM's we want to use the agile/scrum boards to provide management reporting of the tickets from the service desk and a better way for us to manage ticekts through burn-down etc...So we plan to utilize Software

3. The first question is to get the tickets from the service desk to software, is my only option to LINK tickets and if so, do we have to LINK every ticket indiviudally or is there a process that can port tickets over to Software? Do the status LINK, when a ticket is closed in Service desk does it close in Software or do we have to manually manage the tickets once in Service Desk?

4. Lastly, I am still trying to determine the ascertainable difference between CORE and Software. Why would I use one or the other?

 

Thank you so much in advance for your feedback

Nic Brough -Adaptavist-

I tend to think of them as layers.

JIRA Core provides you with a pile of things - users, issues, workflows, projects, searches etc.

JIRA Service Desk allows you to flip a project from being a pile of "issues" over to a Service Desk, with a request interface in front of the issues.  Agents then handle the calls coming in that way, and are expected to sort most of them out (including getting some help from developers if necessary), but escalate bugs and so-on over to the development team by creating and linking them to the development team projects

JIRA Software puts a layer of functionality over the top of that, giving you Scrum and Kanban boards.  You can, in theory, point them at Service Desk projects, but as these projects are intended to be handled by Agents, your Software people won't get a lot of functionality out of it.

An issue linked from a Service Desk request/issue to a development issue simply keeps that logical link.  If you want it to do more than just display, you'll need a bit of code or automation.