best solution for a functional management team

[Rogier van Besouw]

Hi there,

One of our teams would like to use JIRA to follow up questions from their customers. The situation is as follows:

The team offers service to 25 key users of the software. The service requests could be

- help me use the system

- the system does not work

- we would like to see this functionality added

- can you authorize me for access

We currently only have licenses for Jira Software. I am pretty sure that we can use the functionality of Jira Software for the above questions. But I also see that Atlassian offers a module 'Service Desk' (which we currently don't have licences for). In your opinion, would it be worth it to use that instead of Jira Software for the above issues?

thanks for your advice!

Rogier 

[Alexey Matveev]

Hello,

It depends on what you want.

Do you want this 25 users to work in Jira and have a Jira license?

Jira Service Desk has customers, who do not require a license but work from the protal.

Do you need SLAs?

Do you need queues (that is a special UI where basically you can see filters in a more convenient way)? 

[Rogier van Besouw]

We want the customers to choose a from a couple of given categories. (subsystem, urgency, type of request). In Jira sftware you could to this by makina a project for each subsystem. How would you do this in Service Desk? Can you define fields that the customer needs to fill out at filing a ticket?

If we don't have to give licenses to all the customers that would cost wise be a better solutions.

we don't need SLA's but we do need information on lead times, solution rate etc.

I don't know if we need queues. 

[Alexey Matveev]

In Service Desk you also have projects. If you want to have categories in a project, you should use the system Components field. You can do it in Jira Software and Service Desk (Project settings -> Components).

For lead times, solution and so on, you would need an add-on like Eazybi for reporting.

There is a reporting feature in Service Desk, but I am not sure it can cover all your requirements.

[Rogier van Besouw]

ok, that's clear. One other question: I saw in the demo that customers can file a ticket via email. In that case it's not possible to make him choose from different categories. You mentioned that customers can also file a ticket via a portal. Is it possible to configure mandatory fields for the ticket? And can you choose what channels (portal and or email) the customer can use?

[Alexey Matveev]

It is not possible to configure mandatory fields for tickets, which come from a email.

But you can configure mandatory fields for tickets from the portal. It is same as in Jira Software.

[Rogier van Besouw]

ok thanks! I have set up a trial account via my personal email, just to explore the possibilities.

One question that pops up. there is a variable called 'components'. this variable lists a set of pre defined values for the 'system' the issue is about. Examples are Outlook, VPN, etc. IN our service concept there are 3 systems that the call could be about. (Osiris Student, Osiris Teacher and Osiris Basic(3 parts of our SIS)) Hence I would like to change this list with values to only these 3. I can't find where I do this. 

ok thanks