New to JSM - Need help with setting it up and error logging

[Rahul Pal]

Hi,

I have some prior experience with Jira as a user working within an existing setup. However, I'm relatively new to Jira Service Management. As a beginner eager to learn and master JSM, I'd like to present a use case here and get some insights on how to fully utilize JSM's potential.

I am using JSM as a ticketing tool for the Customer Support team. I have the following questions:

1. Is JSM a good option for customer and technical support as a ticketing tool to keep records of investigations and communicate with customers? Engineering uses Jira for project management, where it works perfectly. I'd like to know how feasible JSM is for customer and technical support.
2. How can I group tickets from specific customers? Users from the same organization might submit multiple tickets using different email addresses. Is it possible to create separate accounts for each organization and add user accounts under them? Alternatively, can I set up a rule to automatically apply labels with the organization's name to each ticket, if that's an option?
3. Is there a way to trigger notifications for any failures? For instance, I currently have a setup that triggers Jira issues through emails. However, one user's email didn't trigger a Jira issue because they didn't have the correct role and permission (see attached email log). Is there a way to be notified about failures like this? In this case, I waited for a while and only discovered the issue when I manually checked the logs.
   
4. Is it possible to monitor metrics of issues such as First Response time, Resolution Time, Idle Time, SLAs etc. in JSM. Can we track them in an Analytics Dashboard?

These are the questions I have for now, but I might have more in the future. I'm looking forward to learning more from the experts here.

Thanks,
Rahul

P.S.: I am working on setting up a workflow for customer support that ensures everything is logged in Jira and makes collaboration with Engineering easier. With this goal in mind, I would like to proceed with Jira Service Management. However, if anyone thinks this might not be feasible for any reason, I'm open to suggestions.

[Mayur Jadhav]

Hi @Rahul Pal ,

Welcome to the Atlassian Community!!

Glad to know that you are already using Jira as user and you can learn more about JSM and be master into it. Atlassian University offers courses all content for free.

1. JSM is build to serve as ITSM tool for internal and external customers. Jira Service Management isn’t just for internal-facing teams – you can also use it to deliver exceptional service experiences to your external customers. Equipped with the customer service management template and powerful features designed specifically for external support, customer service teams can set SLAs, answer customer questions, prioritize requests, and collect feedback to ensure customers and business partners quickly get the help they need.

2. JSM has inbuilt features that is Organization to group the requestors. For more information please look at Group customers into organizations.

3.By default JSM does not support this functionality.

4. Yes you can create your own dashboard and add multiple gadgets.

Regards,
Mayur Jadhav

[Rahul Pal]

Hi @Mayur Jadhav 

Thank you so much for your response. It was very helpful and I have been able to make some progress thanks to your input. I was wondering if you could provide me with some clarification on your response to point #3. You said, by default JSM doesn't support the functionality of triggering notifications for any failures. Do you happen to know if there are 3rd party or custom option I can consider to get notified for these failures? Or do you think this is something that needs to be raised as an idea/suggestion with Atlassian's Jira engineering team?

[Rick Westbrock]

One of my gripes with JSM is #3 because the only way to find these errors is when a user complains they didn't receive a ticket number or to have a project admin check the processing log several times per week.

To be honest I don't recall if I ever searched for an RFE to add notifications for failed e-mail processing unfortunately.

[Rick Westbrock]

For #4 there are several default reports available including workload, satisfaction, requests deflected and requests resolved. You can also build custom reports without having to use an add-on. Depending on your requirements this might be sufficient then Atlassian Analytics might be helpful.