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Best practice: Raise internal AND external bugs

Jasper Hovenga February 22, 2024

We use Jira Service Management for external users to raise questions and bugs. In some cases, a internal collegue (also a agent of that JSM) sees a problem with the application. 

We consider to create those bugs in de JSM as well, but on the other hand... it is intended for external customers. 

Reason to DO report it in JSM is a complete picture of all the pending bugs in the application for agents and customers. Furthermore, we can link a jira software ticket to it and track it.

Problem with this is that the agent is the reporter and assignee. (so SLA's wont be met, because the agent is not informing herself about the status of the bug).


Do you have best practices to manage both internal and external noted bugs, without compromising the workflow, SLA etc.



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Jasper Hovenga March 8, 2024

Someone with a answer to my question? 

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