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Engineers return unused spare parts to the warehouse test the hardware and analyze the causes of the incident. Afterwards we send a request for closure from the engineer. Finally the first line evaluates the engineers work and closes the request completely. Next is the archive we store all information about applications for at least three years. According to data for we had service requests faults involving the replacement or repair of equipment requests for maintenance and prevention consulting issues. Thats claims per quarter per month per week an average of claims per day and . per minute. The lions share of them came through the client portal based on Jira Service.

Desk which we switched to in from HPSM an outdated legacy solution that only works on the desktop and with a Buy Email List problematic update process. Jira has incorporated a lot of processes within the company. All projects are carried out in it engineers are not scattered among services for ordering and sending spare parts and solving requests and clients can monitor all this. And everything would be fine but questions started piling up for Jira too. Its convenient for the company and engineers but not so much for customers. Through Jira Service Desk customers created requests saw their history status and contractor commented on the progress of work and connected new participants.



In the proces It turned out to be functional but not always convenient. Increasingly questions arose of applications and the correctness of displaying fields but the most pressing problem was the issue of access control. It was this is how chaotic service requests look in Jira Service Desk It was this is how chaotic service requests look in Jira Service Desk The internal Jira portal has a feature all the projects that CROC is managing are visible there. They are available to all customers and this is bad. The client would not see any confidential information but he could create a request in someone elses project by clicking in the wrong place and remain in full confidence that everything is okay and support will soon sort everything out.