I'm currently planning and testing JIRA service desk and how it would fit to our company processes when it comes to customer support.
I've read the Atlassian e-book "Jira for asset management" but it seems like we need a "extra layer" on top of the asset layer - Customers. We would like to have customers that has specific assets (machines) in use, and when there is issue with one of these machines - A JIRA ticket is opened.
Inside JIRA we are mostly only handling the issues - but the machine and customer layer are required for knowing the use environment and to gain "history wise knowledge" so that we can keep track if there is bunch of issuer raised to specific customer and not for anyone else.
I've made some test's now using only the issues and assets layers and the manual issue linking is feeling bit labour intensive ( I need to dig in to this if it can be automated) and I fear that if we add another layer on top of that - the manual issue linking would become even more labour intensive.
So - has anyone else have any similar use cases in hand? If so how did you manage them? Or if you have any ideas how to tackle these, all input is welcome.
If you plan to manage assets, have a look at the add-on Insight, it is a CMDB for Jira.
If you plan on doing it with native Jira tools, you will need to be original!
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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