I'm thinking of switching to JIRA - would it be able to do ticketing (like RT)?

[Andy Loughran]

I am looking at replacing our RT ticketing system with JIRA. I intend to use JIRA for both our SCRUM method development, as well as end-user support tickets (with end users emailing support@example.com) and that creating tickets in JIRA to be created.

I'd also like to know if each 'submitter' would could towards my user count?

Regards,

Andy Loughran

[Andy Loughran]

Thanks for this,

I'd have imagined that setting this up would be similar to how you describe. Do you have a more thorough explanation of how end-users are notified once the ticket is opened - or is that a manual process?

Andy

[Renjith Pillai]

Yes

[Renjith Pillai]

Otherwise you should disable createusers in the emali settings and specify defaultreporter. But this will then not allow the submitter to received updates as he/she wont be a Jira user.

[Andy Loughran]

Is JIRA then not designed to do this? We have fewer than 10 users in our organisation, but over 300 clients. It seems strange to have to purchase a JIRA instance for +300 users if there are only 10 of us.

Andy

[Renjith Pillai]

Jira is indeed designed for this, but of course with license restrictions, as each customer is also an user for Jira.

[Ivar]

We use Jira for development and Helpdesk with a 50 user license for Jira. Each developer and Helpdesk have their license and ALL clients of Helpdesk is managed through 1 Jira user license. What we've done is to add some custom fields that pick the client e-mail and name from the incoming e-mail so we have this information ready. We then use a plugin to send information back to the users.

It works for us, but it is not an optimal solution. I would prefer that all clients had a Jira license, but the total cost disabled this option for us.

If the "integration" of issues between Helpdesk and development is a must for you, you can make it work. If not I would look at something else or get a bigger license.