Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage
Highlighted

I need your feedback on how to organize Jira Service Desk Edited

Hello Community,

I need your feedback on an idea that my superiors had to re-organize our JSD projects.

Right now, our Service Desk projects are organized by teams where you can raise different request such as bugs, change requests or feature requests.

Ex.:

By Team

current-setup-jsd.png

 

Then you can choose a request type:

requests.png

 

Now my superiors have the idea to re-organize projects by request type so there is one channel to submit new features, change requests or bugs to all teams.

I told them that this was not a good idea based on many arguments such as:

* All teams would manage their change request or feature request in the same projects, but bugs in another one.
* Each teams have different workflows for common issue types
* Each teams have different screens/fields for common issue types
* All teams queues would be in the same project (imagine the number of queues...)
* And many more reasons I could come up with... (please add more reasons that you think of)

I am not saying that it is not possible to configure a JSD project that way (I have done it for some teams who decided after some time that having their own JSD project was a better solution) but I am strongly against this idea of how they want to re-organize project and processes that are already working well.

This is why I am reaching the community to have your feedback based on your opinion or experience.

Thanks in advance :)

1 comment

Jack Community Leader Mar 04, 2019

My current implementation is sort of like what your supers are requesting.

  • I have one project for all IT issues this includes desktop support/network issues, etc. as well as product issues: ERP, internal tools, etc.
  • The request types define the category: general IT, printer, phone, computer, Software applications, etc.
  • if someone opens a general application issue they are required to select a Component that specifies the application
  • we use automation and manual triage by a small team of IT engineers to ensure the issue gets into the correct hands
  • we use JSW for all product development so the JSD Agents will Create Linked Issue if it require the dev team's efforts
  • we do NOT use JSD for tracking dev issues directly

not sure this helped but it is data...

Hi Jack!

Thanks for your feedback! 

I see that your model is more ITSM related to what we currently do with our JSD projects.

We mostly (but not exclusively) manage Change and New Feature requests that requires more (but not always) of a development life cycle workflow.

Since we are about 1200 employees at the ALDO group, it was an easier solution (and more efficient) to implement JSD so that the business can raise requests to IT teams and follow-up on them (which are not ITSM related).

Please do not hesitate to provide more feedback if it comes to your mind :)

Thanks!

Like Marty likes this

Comment

Log in or Sign up to comment
TAGS
Community showcase
Published in Jira Service Management

Announcing Jira Service Management!

Hello there Cloud Community members! Today, we’re thrilled to announce Jira Service Management, the next generation of Jira Service Desk. Jira Service Management touts advancements in IT service ...

1,361 views 16 33
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you