Is there anyone who whas implemented JIRA as a first/second/third Line Support helpdesk system?
Do you have implemented ITIL principles ?
Do you have integrated a CMDB with JIRA ?
Is it a good story or would you recommend other products?
We use Ralph - http://ralph.allegrogroup.com/ - Open Source developed by Allegro Group internally and shared.
So far it is used for 1+ year, and we are about to "next stage" - closer integration with dedicated plugin.
As for ITIL - we have IM, PM, ChM in JIRA, although "agiled" a bit.
We've implemented JIRA as our first line helpdesk system. The details are here:
I can't speak about CMDB, but many JIRA users have implemented ITIL with JIRA:
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