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what do i need to do to use JIRA as a dedicated helpdesk ticketing system for my upcoming deployment

Good afternoon all,

 

I am in the military, about to deploy, and will be working in a helpdesk capacity. I specialize in radios/RF/HF/UHF so I am not a IT professional by any means but theres a shortage in IT pros so im the next man up, so I apologize if my question is too vague.

I was tasked by my leadership to find an alternative/replacement for Remedy, which is currently being used as our primary ticketing system. I recommended JIRA because that was our primary ticketing system when i used to work for SpaceX. I found JIRA super user friendly, and really easy to use so my unit is all in on it. What products would we need or what training do wee need to make Jira a fully functional ticketing system while we're deployed? thank you!

2 answers

1 vote
Rilwan Ahmed Community Leader Jun 20, 2022

Hi @David Wilson ,

Welcome to the community !

You can try with free Atlassian cloud instance of Jira service management. Upgrade to paid plans when required. 

Go to https://www.atlassian.com/ --> click on "Try now" and then select Jira service management (click Try cloud)

With a service project, you can easily receive, track, manage, and resolve requests from your team’s customers. Customers can send requests by email, a customizable help center, and an embeddable widget.
Service project makes it easier to categorize service requests, incidents, problems, and changes by organizing and prioritizing these requests in a single place, and keeps your team on track with goals (or service level agreements).

Read more about it in

  1. What is Jira service management
  2. What is a service project

0 votes
Fabian Lim Community Leader Jun 20, 2022

Hi @David Wilson

You will need Jira service management, Jira software, and confluence. If you need cmdb capabilities you will require the premium tier. 

Feel free to look me up on LinkedIn if you want to discuss more details. We have worked with clients where we replaced remedy with jsm.  

I hope this helps.

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