This is how we currently use Jira for both project management and for support. A little background first, we develop software as a service.
We have one project which we use to manage detailed development tasks, release tickets and system change tickets. Some of these items may be related to specific client work, others are work which will improve the product as whole. All of these tickets are assigned to developers.
In addition, we have a Service Desk, requests for support or features come in. We also use this project to create tickets which we are All of these issues are tagged with a custom field we called "Customer", which we also use in the Service Desk project as well as the Software project. These tickets get assigned to a group who handles the support.
Finally, we have a project which we use for project management. It contains higher level deliverables for clients and for the product as a whole. These all have "Customer" fields set on them as well. Items here can be linked to service desk tickets, and or
We then create a Filter for each client, which contains all of the open tickets with their label in both the Service Desk project and the project management project.
The down side is that we have to create a new filter for each client since there doesn't appear to be a way to have a parameterized filter. Luckily we found out about using "cascading filters", so we can have all of the specific customer filters use a central "Customer Report Filter" using the JQL filter = "Customer Report Filter" AND Customer = "XXXX"
The whole thing feels a little clumsy though, and I'm wondering how other people manage supporting clients so that it is easy to see the open items, work related or support related, for specific clients.
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