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Work Management functionality

Scott McDonald April 25, 2024

Hello,

This is more of a process flow discussion topic as well as how the configuration would actually work.  

Example: A user submits an ITSM ticket to make a change to a system whose development is managed via Jira issues. What is the lifecycle of this / how can the integration help us?

Looking for guidance on best practice.

Thanks,

Scott

1 answer

0 votes
Josh Costella
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 29, 2024

Hi @Scott McDonald 

I would recommend utilizing Jira automation to do the bulk of the enablement. (A good example is located here.

In terms of keeping the tickets in sync, I'd recommend the following:

  • Only change the status of the JSM ticket when the JWM/JSW ticket has changed Status category (i.e. To Do, In Progress, and Done)
  • Consider keeping comments in sync but only if they are needed to communicate with the end user.
  • Set proper expectations with end users. Use automated comments when those tickets are linked to the other project that lets them know the item has been added to your "development backlog" and whatever timeframe you want to assess to it.
  • Be sure to exclude these JSM tickets from any kind of SLA.

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