Jira Service Desk and Jira Software Alignment - Support Model

[Paul Nash]

Morning all. I'm looking for some advice and opinion on a support model setup that i'm currently looking at implementing.

Support Personnel: Service Desk (Level 1), Application Support & DevOps (Level 2), Development Team (Level 3), Prob Mgr, Change & Release Mgr, plus Test Team, BA's etc....

Tools in Use: Jira Software & Jira Service Desk

Scenarios to assess: Incidents via customer or Monitoring, problems via incidents, problems proactive, customer change requests

The sticking point, (not from me as Head of Service), is where a problem is identified as a Software development issue/bug, whether from an incident or proactively, and logged in Jira Service Desk. My view is that my Problem Manager oversee's this problem ticket, but will raise a defect and align the information in Jira Software. We can cross reference the issue refs. He will have access on "that side of the fence" also and will ensure traction and that the problem ticket is updated when the defect ticket is. This then feeds into Knowledge Mgmt (confluence) for the service desk so they are aware of the known error and any potential workaround.

The issue here is the concern of duplication. No one wants duplication unless it's necessary. For me, there are benefits to this so it's not a concern.

This setup also means that Level 3 (Development Team) do not require access to both tools. Its bad enough getting a Developer to add decent notes to a Jira Software ticket as it is for development of new features, but to give them access to Jira Service Desk also and expect them to update problem tickets too (instead of the above process) - this would be a nightmare!

Lastly, just to check. Jira Software. Is this generally a tool owned by Test Team? It obviously not just used by them. They may raise defects off the back of new release testing, but they are just one player involved. There seems to be a view that it is owned by Test which i disagree with.

Thoughts anyone?

Cheers

Paul

[Jack Brickey · Accepted solution]

I’m not exactly sure what your question is. It seems you have outlined how most folks use the two tools when it comes to dealing with development  issues that come in via Customers of JSD.

1. Customer raises issue in JSD
2. Agent inspects and determines this needs Development to work the issue and opens a linked issue in JSW project associated with the product in question.
3. Development works issue to closure which ideally triggers Automation to update the JSD issue.
4. Agent closes off with customer on the issue. If there are questions the Agent works with developer to answer.

regarding your question on JSW and and test team, I concur it is certainly not owned by the test team, at least not solely. JSW is most often used by Developers and Testers but also by business users to manage projects.

[Paul Nash]

Perfect! Purely looking for outside opinions. What you have said it pretty much my expectation, but i have had some queries on it and whether the atlassian community agreed this was the right approach.

Cheers