Risks/Recommendations with phased transition to Jira Service Desk

We have a ticketing system used by many sub-departments of IT to manage their request queues (Service Desk, Cabling, Applications, etc). We would like to transition everyone to Jira Service Desk, but we would like to transition in phases; i.e. prove success with the Service Desk then roll in the other teams one at a time. 

In order to take this approach, we will need to operate both Jira Service Desk and our legacy ticketing system in parallel for approximately 8 months. 

I'm hoping we aren't the only ones to have travelled this path of parallel ticketing systems through a phased roll out. How should we handle the obvious concerns of not wanting our customer base to have two portals for any length of time, and not wanting our teams to have to manually create & maintain duplicate tickets? Are there any other issues with this approach that we should prepare for?

1 comment

Jack Brickey Community Champion Nov 06, 2017

My recommendation is to choose a team that can cleanly move over and exist in a single solution (JSD) w/o working about the other tool. Once you are comfortable with the JSD then you simply set up the necessary projects and import the issues from the other departments/teams.


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