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How can I make JIRA more accessible for non-developer stakeholders?

We're using JIRA server in our company, at the moment in conjunction with another issue tracking tool. Stakeholders open issues by using the other issue tracker, then, a JIRA issue is automatically opened and linked back to the original issue.

So far so good, but we would really like to explore our options for using JIRA only, since managing two trackers is sometimes a pain. It takes care of the communication separation between stakeholders and the developer team, though. And it's email-based, so stakeholders can just fire of an email to create an issue.

My questions, therefore, are:

  • Can we present stakeholders with a simple form for creating new issues in our team project? We would then further tag, prioritize and categorize them
  • Can we separate team communication and stakeholder communication?

We'll also keep the other issue tracker because JIRA is not yet used throughout our company, but the above would take care of most of the incoming requests.

Furthermore, I consider Service Desk as overkill at this point in time, but would be interested if any plugins or JIRA functionality can help us here...


Thanks in advance for any eye-openers!

2 answers

1 vote
Thomas Deiler Community Leader Feb 09, 2018

Dear @TheLalaMan,

reading your post, makes clear, that you have a complex ecosystem running at your company. I assume, that the 'other tracker' is well used and with Jira two words hit together.

Without willing to promote Atlassian applications, I would say, Jira is good enough to fulfill the needs of your business (to answer your two questions), but to be honest - all I know about your company is what you have written above. Saying "yes, you can" is less then a rough guess.

So my recommendation: Get an expert in-house, that can analyse your ecosystem (eg, processes) with the knowledge in mind, what benefit Jira can provide.

Then you will have a good base for making decisions.

So long


Thomas Deiler Community Leader Feb 12, 2018

Dear @TheLalaMan,

was your question answered? Do you need more input?

So long


@Thomas Deiler-

Thanks for your feedback. We are now going to have a look at service desk, since a few other departments also have expressed interest. Even though we are a small company, I guess there is no real way around it...

I will report back after having played around with it.



Hey @TheLalaMan , accidently ran into this topic (as an attlassian app developer) and I'm just curious how all of this played out. Did you upgrade to Service Desk?

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