We currently use BMC for incident tracking (support calls, service requests) and then BugTracker for software development (defect tracking, new features). We are going to start using JIRA Software & Service Desk as a replacement for both systems. We are using JIRA Cloud (strategic initiative to not have anything locally hosted).
We have about 40+ applications that we've developed in house for back office operations and our field teams to use. Each application pretty much only has 1 developer that maintains it (one developer covers several apps).
We have a Helpline of 4 people that fields calls for application support and other business needs (such as payroll, hr, expense questions, type of things). They will be the primary users of Service Desk.
We have our IT infrastructure team that consists of the DBAs & Network Services that maintains and handles all issues regarding your standard IT needs (scripts to update data / run custom sql reports, servers needing maintenance, routers, Citrix, etc.).
Finally, our Client Services team that receives requests from customers (not necessarily our employees) to make changes to their custom installation of our solutions and manages new customer onboarding.
With all this we have the random projects that may span resources from IT infrasturcture and Development and Client Services. The true temporary timeboxed Project that has a clear beginning, middle and end. We need to track all the tasks that go along with all of them.
** Using JIRA:
Is this a good way to structure this within Jira? (Open to better suggestions)
Project #1 = Product A
Project #2 = Product B
Project #3-40 = Product C to XX
Project #41 = Service Desk / Helpline
Project #42 = IT Requests (Server Issues)
Projcet #43 = Client Services (Customer Needs/Onboarding)
Project #44 = DBA Requests
Project #45-?? = PMO Projects
My issue with this comes to if the a PMO project uses Product B & Product D. The PMO wants to see everything needed for that one specific project, but on the Development side, we want to see all the issues/releases for the one specific Product. Where is it best to place that issue, under the Product D project or the PMO Project?
Do we create a matching release for that Project under Product D? What if the release to Product D is for multiple projects at the same time? Should we just use labels instead to group PMO Projects?
** Change Control Board Items
We have some issues that must go through a CCB to approve before they can be completed. This is generally "run this SQL script against production data" or "give user access to this server" or "add more memory" or "deploy v4.56 of Product D to production." Should that be another Project or should we just use issue types to indicate a CCB item?
Surely we can't be the first to need this and somewhat hoping there is a cookie-cutter template we can follow that best sets up for our needs.
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