Can we use Jira Service Management for enabling, tracking and managing Change Requests from Clients?

[Ganesh Bandi]

Can we use Jira Service Management for enabling, tracking and managing Change Requests from Clients, in a Software Development environment?

[Ashish Bijlwan]

Hi @Ganesh Bandi 

Welcome to the Atlassian Community!

Please refer for Jira Service Management https://support.atlassian.com/jira-service-management-cloud/docs/what-is-jira-service-management/

Thank you,
Ashish

[Ganesh Bandi]

Hello @Ashish Bijlwan

Thank you for the information, is there a way you could kindly direct me to a material/document/write-up where I can get to learn primarily about creating and managing a Change Management process setup for my Clients who gives out changes to the Software we develop for them?

Thanks,

Ganesh B

[Ashish Bijlwan]

Kindly refer https://www.atlassian.com/software/jira/service-management/product-guide/getting-started/change-management

[Ganesh Bandi]

@Ashish Bijlwan & everyone else;

Is there a way to create Forms which can be published to public, who can use the forms to raise requests without being our Jira user?

[Ashish Bijlwan]

Hi @Ganesh Bandi 

Yes, that is possible, you just need to make below changes on your Jira:

Global Settings

These apply to all Jira Service Management Projects.

As a Jira Admin...

• Go to Settings > Products
• Select Customer Access from the left-hand menu
• Change Portal access settings...
  • Allow customers to create accounts
  • Customers can access and send requests from the portal without logging in

These settings allow new users to create their own customer accounts and/or send requests without a customer account. You could set the right option depending on your need.

Once the appropriate settings are saved...

Project Settings

In your JSM Project...

• Go to Project Settings > Customer Permissions
• Set Service project access to...
  • Anyone allowed on the customer access settings

A combination of the above settings will allow your non Jira users to raise requests from the Request Form.

For more information, check out this help page: https://support.atlassian.com/jira-service-management-cloud/docs/how-global-permissions-affect-project-permissions/

Thank you,
Ashish