The company I work for is potentially looking for a new service desk product, and I suggested Jira Service Desk as I love the work you guys have done with the product.
What I got back from management was though:
"It does have a competent Service Desk capability, however it also lacks other ITIL attributes such as CMDB, multi work-flow, segregation and problem, request and change management. For small organisations Jira is a credible option, however our needs are more complex"
From what I'm aware of Jira Service Desk does have these, all within easy reach:
CMDB - ????????? Is this it https://youtu.be/ZNgpN3YUVHc ?
Multi work-flow - https://www.youtube.com/watch?v=DYLMPHC9jcQ - anything better than this?
Problem/Request/Change - https://youtu.be/4ndSvMCEfZk
Any comments and suggested info I can provide back would be appreciated.
1. CMDB - ????????? Is this it https://youtu.be/ZNgpN3YUVHc ? - You can achieve this through customfields and prepopulated values to the suystem using some code or you can use insight plugin for JIRA servicedesk for asset managementhttps://marketplace.atlassian.com/plugins/com.riadalabs.jira.plugins.insight/server/overview
2. Multiworkflow - Each issuetype can have individual workflow, but not individual workflow based on roles.
3. Problem/Request/Change can be managed and configured based on issuetype using Component.
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
We're bringing product updates and pro tips on teamwork to ten cities around the world.Save your spot