We use Jira for several development and other tickets, but do not use it for help desk/incident management at this point. The main sticking point is integration with Windows asset management. Help desk admins expect the tool to show what the end users machine/OS/configuration is when they are assigned a ticket. While I see some commercial plugins that may address this, I need a proven path or integration before going to management with this. Otherwise we will continue to have multiple ticketing tools with minimal integration between them.
From the box, there's no feature enabling this kind of integration. So, perhaps you should try to seek for an external third party plugin at https://marketplace.atlassian.com/
Also, perhaps you may try to develop a new class adding this feature. For further details how to start, please use the following link as you guideline:
Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...
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