We are looking forward to integrate Jira deeper into our processes. Currently, our support cases are documented in Jira, as well as project requests.
While support tickets are used to document findings and to discuss via comments, the tickets for the project requests are closed immediately after the project is created in Ruddr. Time tracking for both, support and projects is done in ruddr.
I want to shift all processes to Jira and am currently also testing integrations like Activity Timeline for the project planning, in order to be able to use Jira as the only tool rather than in combination with Ruddr.
Currently, there is one Jira project where both, support tickets and project requests are created. We only have one additional Jira project for R&D.
I am now trying to figure out the best way to configure and would like to hear some best practices:
1. Option:
- use one project for all support requests
- use another project for all project requests + configure a global workflow for the project process
2. Option
- use one project for all support requests
- use additional separate projects for all project request for each client (the company has several clients, but would still like to have a standardized workflow for how projects are handled)
3. Option
- use a project for each client
- handle support and project tickets within the same project for each client and configure a different workflow for Bugs/Support Requests and project tickets
To mention is that we have a small support team, that often also needs to restore on resources from project teams (-> support tickets get assigned to project team members)
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.