We are a global service delivery team for a SaaS company and have identified JIRA as our preferred ticket manager for clients. We are in the early days of our integration and I am interested in whether we should clone instances of JIRA for each client instead of creating a complex single integration where we must pay special attention to permissions. It is vital that we keep each client's information closed to only the internal teams involved.
Is there a best practice here for such a scenario?
Each of them have their own pros and cons JIRA SaaS (Multi-tenancy vs Multi-instance). I prefer multi-tenancy for several reasons (Single JIRA instance with multiple clients). You just have to play around with the administration side and keep everything simple. Permission will not be an issue. I have one JIRA instance that hosts 1,200 active projects (each may or may not have different clients) and use a set of specific project templates (one template for waterfall, for agile, for simple agile, for general issue tracking, for others). I cannot imagine me doing this the other way, technical, maintenance, support, and hardware wise.
A single instance would probably be the best starting point.
If you arrive at a situation where is makes better sense to have more than one instance you can always export the projects and import them to the new instance.
As Gabrielle said, permissions is not that difficult to implement and with roles you should be able to come up with a very flexible scheme.
I'm John Allspaw, co-founder of Adaptive Capacity Labs, where we help teams use their incidents to learn and improve. We bring research-driven methods and approaches to drive effective inciden...
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