Hello,
I am looking for recommendations for how to manage planned and unplanned work between Jira Help Desk project and regular Jira Project (for sprints...etc). Current Configuration:
- end user escalated tickets via portal. Helpdesk team assigns ticket to a queue (each for specific teams) under jira help desk
- Queues for respective teams are monitored and tickets evaluated. If a ticket is planned work then it is manually cloned into the respective Jira Project for further sprint planning otherwise it is completed and closed under the helpdesk project
- note dummy ticket is assigned in each sprint (under the planning project) to capture unplanned work during sprint. It is estimated.
- Reporting is done separately from each project (ie helpdesk and planning projects) to capture both planned and unplanned work. Both are correlated manually to know the velocity
Versions:
- Jira HelpDesk Cloud
- Planning Jira Projects Cloud (next gen)
Challenges:
- Cloning tickets is ugly and has limitations (eg loosing comments, attachments,...etc)
- Need to clone because moving the ticket from help desk project to planning jira projects breaks the ticket link to the end user. Although cloning tickets is a new ticket it still keeps link between new ticket and original helpdesk ticket
- Requiring reporting/dashboards on both projects as apposed to one place.
- Reporting on unplanned work cannot be consolidated under one dashboard/report because its on separate project leading to manual work to find velocity
Ideas:
- help desk tickets assign to team queues ==> auto clone all tickets to respective planning projects
- still have cloning limits
- all tickets in one project (easier reporting/dashboards...etc)
- help desk tickets assign to team queues ==> auto Move all tickets to respective planning projects
- not sure if possible without breaking the original link
- all tickets in one project (easier reporting/dashboards...etc)
- need to make sure fields are compatible between both projects
I am really open to any ideas and recommendations. Any feedback would be greatly appreciated.
Thank you
