Issue tracking better in Jira Software or ServiceMangement

[Stefan Froehlich]

Hi All, 

we had a request from one of our operations departments to track issues and requests from our remote locations in a transparent and visible way.

Now I am not sure if we should go down the route with Service Management or setup a Business Project to simply track the work.

The department was asking to have the following:

1 agent that is pretty much handling all the issues and actively working on them

between 20 or 30 people who need to have visibility for items belonging to their locations and add comments to those issues and check the current status.

We currently have 4 locations where items need to be tracked and they sometimes evolve in bigger projects depending on the actual item or issue in question.

What would be your recommendation based on those requirements?

Thank you,
Stefan

[John Funk · Accepted solution]

Hi Stefan,

What type of work is being done? Is it software development or something else? And how might it evolve into a bigger project - what does that mean?

Regardless, I am thinking it is probably either Jira Work Management (Business) or Jira Software. But probably not Jira Service Management. 

Do the 20 or 30 others have Jira licenses? 

[Stefan Froehlich]

Hi John,

work being done is something else. Basically, requests for physical improvements (for example replace fabric for chairs or get new chairs altogether.

What I mean by it involving into a bigger project is that while a request might seem simple at first it could take months until all parts involved have been carried out and the fabric (as the example given) makes its way to the location.

Would I be able to assign role-based permissions for Work Management or Jira Software so based on location or directly via Watchers and assign on a per-issue basis? 

The 20 or 30 others don't have Jira licenses currently. 

[John Funk]

For Jira Work Management and Jira Software, the 20-30 users would need a standard Jira license. And yes, you can do Role Based Permissions with both of those. Jira Work Management would be the easier one to implement. 

[Stefan Froehlich]

OK thank you for the reply - would you recommend going with the simple Task Management project in this instance?

Now if we would go with the Service Management option it might be a bit harder to implement but then we wouldn't need the additional licenses for the remote location users but only the 2 agents lets say right?

[John Funk]

Correct to both. 

[Stefan Froehlich]

great thank you for the information!