We are in the midst of a big workflow management project and were wondering if there are any use cases for using JIRA as a workflow management tool or incident management tool instead of the typical agile software development tool? We intend to map our business process onto a tool.
Example of our process would be: Getting request (Email or a standard form built in Jira?), working on the request, passing it on to other teams, tracking the status and having reporting capabilities.
Yes you certainly can. JIRA is flexible enough to do whatever workflow you like, JIRA Agile (the add-on for Agile management) is just one of them. You get it all with just one tool.
There is a plugin JEMH (https://marketplace.atlassian.com/plugins/com.javahollic.jira.jemh-ui) for handling issues via email and a lot more add-ons you can choose from to help you on your everyday life. Take a look at JIRA Service Desk (JSD) too.
JIRA Core (which JIRA Software builds upon) is a good base for many types of process management as it's essentially a workflow and field engine. I've helped people using it for resource/asset tracking, project planning (mostly for technical projects but even for organising a wedding), delivery tracking, and yes, even hooked it up to a coffee machine. So, yes, you can use it for all sorts of things.
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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