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How to escalate a feature request?

Sebastian_gemnv1

Hi community,

I am interested in a (comparably simple) jira-feature (cloud) that is reported over two years ago, has 115 votes and no reaction from Atlassian. (see below)

As a generally happy customer and in a very collaborative setting, I begin to wonder if customer satisfaction is a value at Atlassian.

Especially I did not find any way to "escalate" a feature request if no-one takes care (since over two years!) - this is at least disappointing. Any reaction would be helpful "we work on this, get back to you by ..." or "we wont do this because of ..." or "it is in the backlog we will consider it again by ..."

Can anyone recommend something how to push a feature request like this forward?

Thanks, Sebastian.

[CLOUD-11002] Disable the access requests - Create and track feature requests for Atlassian products.

Comments

Nic Brough -Adaptavist-

There's no real way to escalate issues there. There wouldn't be a lot of point - everyone would escalate their own "favourite" issues which would effectively leave everything with no different prioritisation and just waste our time and Atlassians having to talk about it.

Atlassian have a massive backlog of issues in JaC. They do read them as they are created, but they don't have a team large enough to look at every single one, work out where it might be in the priority list and explain where it is in the backlog. They do update them when they can, but they're concentrating on the ones that are most highly ranked by their product owners.

You're not being ignored, the request has been read, but it's not yet considered important enough to be considered for development. (One thing to note though - Atlassian don't consider age of a request when prioritising new features - I could talk about one that didn't get done for fifteen years, and even now, almost twenty years after it was raised, isn't in Cloud)

Sebastian_gemnv1

You're not being ignored ...

It just feels like that then ... same effect anyways. And I'd rather want that message from the product owner ...

BTW: It's not "my" issue/request it's one that 115 (and 237 at the wider duplicate) have voted for. Due to the nature of that feature these are probably site -admins / managers for their installation and reflect a much wider user-base.

In the duplicate [ID-6682] Improve Request Access feature - Create and track feature requests for Atlassian products. the last comments from @Kieren and @Nehal Jain are from 2020, saying "were working on it ..." This one was created in 2018 !!

I do understand how prioritization works in product development - nevertheless I think it is good practice (and a matter of politeness) to keep your customers/users informed in regular intervals to avoid frustration on their end.

Nic Brough -Adaptavist-

I know, it does feel like we're ignored when things are not updated, I've long advocated that Atlassian put a bit more effort into JaC. Clean out the duplicates (although that's one thing they're moderately good at when new stuff arrives) or gather them into Epics when they could be part of a bigger piece of work, look at the last updates on stuff that's supposedly in progress and put them into a "stalled" type status so we at least know they're not working on it. (I'd also like to see a "transfer votes when closing as a duplicate" function, but that's for clients as well as Atlassian tidying their backlog properly)

Heather Ronnebeck

I have to agree with @Nic Brough -Adaptavist- as a user of the product, it makes it hard to figure out what's being considered or what's been even seen at times. I've raised up my feature requests in person when I attend Teams and Summit in the past because I thought they were important enough for the community.

I know it's hard, but sometimes the wait is well worth it.

I'm still waiting for my request too!

Best of luck!

Sebastian_gemnv1

People responsible for Backlog-Management and Roadmapping could get inspired by others, e.g. SAP has a overwhelming portfolio (and backlog) confusing nearly everyone (incl. SAP :-) )

But they provide a nice "Roadmap Explorer": SAP Product and Solution Road Maps (watch the video if you dont have an SAP login).

Even as I dont believe in the details - it gives me the "feeling" that they are consistently managing backlog and roadmaps.

An seemingly unmanaged backlog is not a good thing. Especially for a company that sells "JIRA" as one of their flagship products. They should show us / demonstrate how to use their tools for benefit (customer satisfaction / transperency) -> Eat your own dogfood.

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