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My team currently has a JIRA Software Development project (under JIRA SERVER) we use to manage our backlog and current sprint progress. In this project we utilize 1) the Kanban board, 2) a BI tool extension to provide reporting, and 3) the work log function to track hours spent on each task, 4) in addition to other out of the box features.
We have a small base of external customers who ping individual team members, who then add a ticket to the software development project as a "service request", manually copying and pasting. As our customer base grows, we are looking to add a Service Desk, but we're not sure how to best integrate the two.
We're looking to make this easy on the team, but also want a good way of tracking time/logging work so we can report on it using our BI tool. From my research the options sounds like:
1. Cloning or duplicating a ticket using the linking feature, This means two tickets are being maintained, right?
2. Using the board and BI tool queries to query both projects (service desk and software dev). This would mean the team would need to track their time in two places.
What best practices approaches (process and tool specific) do you teams use to manage customer requests, while being able to log work and report on the work hours?