Organising customer requests and field support with Jira.

The scope.

Customer requests needed to be handled through Jira Service Management together with a field-support team.

What I delivered.

• Introduced JSM for customer requests with the field-support team.
• Configured workflows, permissions, screens and fields.
• Implemented post functions, validators, conditions and automation.
• Created dashboards and reports.
• Evaluated and introduced Backbone Issue Sync and Atlas CRM.

The result of the work.

Introduced Jira/JSM processes for customer requests and field support, alongside reporting and the described integration tools.

• Jira Software
• Jira Service Management
• Backbone Issue Sync
• Atlas CRM