Jira Service Management Capabilities

[Mukadder AKPINAR]

Hi,

We're in a phase of deciding to use Jira Service Management or not. For this we've the following questions, kindly request your guidance:

• Can a customer approval mechanism be added before ticket closure? Can we close the ticket and then send it to the customer for approval through the system?
• Since each contract has different SLA durations based on severity (critical, high, medium, low), can we define these options per project at the setup stage and have SLA outputs generated accordingly?
• If the contracts include different SLA response times for working and non-working hours, is it possible to define a special customization or working calendar for this?
• If the SLA duration applies only until the UAT fix stage, can we configure the system to apply different SLA rules when the project stage changes?
• Is it possible to measure how long the customer takes to provide approval?
• Can we track how much time was spent on a task and what remains to be done, and generate burndown or effort vs. actual analysis reports?
• When a ticket’s due date is changed, can this change be routed for manager or customer approval?
• Can approval flows and to-do steps differ based on the process type (e.g., CR, Incident, Change)?
• If multiple due date fields exist (e.g., release due date, customer expected end date), can the system manage such multiple conditions when required?
• When a ticket is closed, can a short customer satisfaction survey be automatically sent?
• When the customer provides a due date while creating a ticket, can we restrict internal users (agents/support team) from modifying that date afterward?

[Danut M _StonikByte_]

Hi @Mukadder AKPINAR,

JSM is a very powerful solution and fully covers the vast majority of these aspects.

And, if there happens to be something that is not fully covered, on the Atlassian Marketplace you will find numerous plugins that will most likely fill any gaps - so that, in the end, you can have a complete solution for your company and for your customers.

As a concrete example, JSM cannot natively generate a "burndown or effort vs. actual analysis reports", but this is something you can easily cover with a plugin such as our Great Gadgets. It offers many other JSM specific reports and KPIs: SLA, satisfaction, cycle time, throughput, etc. See also these articles:

• https://community.atlassian.com/forums/App-Central-articles/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369
• https://community.atlassian.com/forums/App-Central-articles/Creating-a-cross-teams-release-burndown-chart-in-Jira-with-Great/ba-p/1803421

Danut.

[Mikael Sandberg]

Hi @Mukadder AKPINAR,

Welcome to Atlassian Community!

The answer to all you questions are yes, JSM can do all of this. Some of the things you are looking for comes right out-of-the-box, and some things, like multiple approval steps, can be configured in the workflow. You may want to take a look at this JSM Quick start guide to get an overview of what can be done. Note that this guide only covers some of the things you can do.