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Detailed Root Cause - Best Practices for detailed logging and reporting in Service Management Cloud



We have used Jira Cloud for a full busy season now, and we are well aware of its shortcomings. We are trying to decide if we want to jump ship or continue the customization process to make it work.

We use Jira in other parts of our business and making the switch would be painful, but doable.

Our company is a startup that sells a handful of highly technical commodities. These commodities (think equipment to get a job done) go through a number of different interactions with customers. The main ones are:

  • Training on their use 
  • Questions in the field
  • Break/Fix
  • Returns/Repairs/Maintenance
  • Parts Orders for self help
  • Rental/loaner (not yet implemented, but were getting there)

Primary Issue: Service Management - Root Cause Reporting

Most of what Jira offers as far as customer support goes has met our needs, albeit minimally. (KB, ticket tracking, portal, issuance, workflow)

The key issue we face is related to our very active customer support team, which is required to deliver highly detailed root cause analysis and reports to the product development team. However, Jira doesn't seem to be setup for this kind of work, at least by default. 

The granularity we are able to collect through Jira is simply not good enough. The best I could find is the tagging solution, which would require us to build a framework of tags.

Has anyone else needed this kind of granularity within Jira and implemented successfully?




1 comment

Hi,  It doesn't look like you got an answer, I'm curious about what you ended up doing?


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