IT Changes - Jira Service Management vs. Jira Software

[MarcSch]

Hi all,

we are currently discussing about the setup of change management and I'm interested in your opinions. 

We are using Jira Service Management (Helpdesk, mainly for Service requests and incidents) and Jira Software (for each IT team, working on projects and maintenance).

• IT changes can be created from IT or other departments.
• Our Jira admins prefer to use JSM as channel for all IT change requests, workflow including creation, approval etc.
• When a change is under implementation linked issues should be created in the respective team project(s) (can be epics or tasks).
• The idea is to separate organizational/administrative tasks (therefore change in JSM) and implementation tasks (therefore tasks in JSW).

Other voices would like to implement changes in each software project, especially if changes are created by IT teams.

How is your setup for change management including implementation tasks and the interaction of JSM and JSW and do you separate a change from its implementation?

Thanks!

[Ravi Sagar _Sparxsys_]

Hi @MarcSch 

Creating a linked issue for a Change is absolutely fine. You can create this link using automation as part of a transition. Linked issues are bidirectional so updates can be seen by respective users/teams and you can also selectively pass the comments from a Change or Dev task to JSM.

Ravi