Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Best Practices for Projects for internal support

In our jira environment, we have a project per application or major technical component (about 10 projects). Our major projects (about three of them) handle 50% development related tasks for the DB or Web teams. For the development tasks we work in agile groups to build new functionality. The other 50% of the tickets are  what we call internal support tasks... this could be 1. user support, 2. create some specific for one customer 3. fix something that broke. These items are one-off tasks that usually require one developer at a time. 

I am looking for best practices for these internal support type tasks. Should they be in there own project? What field would we use to distinguish them if we keep them in the same project? Issue Type? Suggestions on boards or flows. Anything would help. When I look online, all the suggestions point towards the Help Desk. I'm not sure if that's what we need because most of these requests are not coming from external customers.

1 answer

0 votes

You can create a new specific project with 3 types of items: Support, QuickDev and Fixes. I think is import to separate the development team from the "incident team". Scrum cherishes for protect the teams from external interventions.

If one of these incidents needs the intervention of the 50% responsable for Development you can "Move" or "Clone" the issue to the other projetcs and priorize them in the backlog.

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you