JIRA Service Management Room for Improvement

MA
Director of ERP Systems at Clesen Wholesale

The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. 

For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time.

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AbhishekSingh10 - PeerSpot reviewer
Program Lead at PureSoftware Ltd

Feature-wise, they are improving day by day. I cannot ask for any single feature. We have to worry about how they are increasing their price. Atlassian will increase the price by 5% for most of the tools. It's getting expensive. 

The deployment can be a bit complex, especially for those who are not technical. 

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Andrew Burt - PeerSpot reviewer
Technical engineer at a consultancy with 201-500 employees

Because it's a cloud platform, and because it's based on people subscribing to a platform, you end up with iterative improvements. I know a lot of users have said that they want a feature, for example, that was on the on-prem version of Jira or that the cloud version is missing, and the biggest issue, and this applies to a lot of cloud or SaaS platforms, is that the vendor can't deliver or do that. They're either unwilling or unable to give feature parity. The nature of a lot of SaaS solutions is that you can't always get the same thing.

The other thing is that you may have a time lag where, suddenly, you don't have a feature anymore, and you have to log an improvement request and then wait for various other factors. Eventually, it might get progressed or it might get stopped. Probably the biggest downside is that you are locked into that model and you have to accept what you signed up for. You have some capacity to extend it with add-ins and things, but for the base feature set, you will always be at the mercy of the vendor.

A lot of the integrations within the marketplace for Jira are all third parties, so a lot of the additional solutions that plug into other platforms are not written by Atlassian and that usually incurs an additional cost. It may not be the model they want and it would stifle competition and external people being able to contribute, but it would be good to see Atlassian provide more native integrations out of the box. I'm not against paying for integration if it's going to provide benefits, but it would be nice if Atlassian themselves were able to provide some things, at least at a basic level. I know third-party vendors can commit resources and probably have far more capability to deliver something that is feature-rich, but if you just want basic integration it would be nice to have it, rather than having to buy something when you may not need all of its functions.

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Buyer's Guide
JIRA Service Management
November 2022
Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: November 2022.
653,584 professionals have used our research since 2012.
Sai Durga - PeerSpot reviewer
Sr.Software Engineer at Xoriant

While I really like Scriptrunner, there are behaviors we don't have in the cloud. In the cloud version, we need to do scripts and evaluators only. We don't have behaviors in the cloud. They need to do some updates in the cloud in future releases.

For example, we have ten custom fields in the data center create screen. If you select the first custom field, it will drop-down automatically the following nine custom fields that need to be changed. Any unwanted fields need to be hidden automatically. When we use the behavior, it is in the data center server version. However, working on the cloud version, we don't have that behavior feature in Scriptrunner. We must go with the validators if we need to write any scripts in the cloud. 

Basically, the cloud and the server aren't identical. They work in slightly different ways and the new cloud isn't the same as the server.

I'd like to update the dashboard so that more features are available. 

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Bary Reyes - PeerSpot reviewer
Technical Project Lead, Agile Coach, IT Educator at Asia Pacific College

Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good.

Transitioning from the server to the cloud has a learning curve. The pain point is again related to UI and not knowing where to look.

There should be an easier way to connect to an external database with special custom fields. It has been a pain point for me for such a long time. There are processes to do it, but I find them cumbersome.

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RC
QA Engineer at Kominiti

I think it's well organized. If the project manager knows how to set it up, it can be set it up in a way to suit what we want. The only issues we observed are network related, for example, when we try to log into the system or open up the software. Other than that, I don't think there is any other thing I can say that is wrong with the software. The developers did a very good job of knowing what the users wanted. The product is not lacking anything that a QA will want to use because it's not a major testing tool for QA. However, if they can develop their own JIRA development tool, that will be cool, similar to how we have Chrome development tool and Azure. I think it will be good if that can be incorporated into JIRA Service Management.

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DA
Manager at GMX

The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow.

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HD
Founder at Solvitech

In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud.

When I was working at that company, we started to work with Central Bank of Turkey. We also worked with the defense industry. The biggest complaint was about data privacy. If Atlassian opened a data center in Turkey, that would be a very good solution for these kinds of companies.

Some plugins could be implemented into Jira Service Management, like our plugin. We had our own plugin calculated each status and how much time the company spent in each status.

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GA
Head of ALM at a tech services company with 1,001-5,000 employees

Service Management is highly customizable, but I think it might be too customizable. If a company isn't aware of the best practices, it can easily mess something up. For example, you might try automating something that Jira doesn't support, and it could interfere with the product's out-of-the-box capabilities. 

Asset management should be built into Service Management. Typically, companies need both. You have to buy Atlassian's asset management solution separately. It could either be offered as a bundle or some lighter version of asset management could be included with Service Management. 

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KK
Sr Associate at a maritime company with 501-1,000 employees

We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better. 

When we do a clone of a particular issue, it needs to ask certain things like system fields at least, to copy them or not. One thing which I did not like, is whenever we are moving a request from one project to another project, if, during that time, for example, a resolution has been fixed and now I am moving that issue to a particular work in progress status, during that time the resolution needs to be clear. JIRA applications are not providing the information. It is not clearing it in the backend.

If we are moving from one issue to another, we are waiting for support to resolve them. During that time window, a resolution is mandatory and it is not prompting us to resolve anything. Due to this, sometimes the reports might not get properly recorded.

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AM
IT Director at a real estate/law firm with 1,001-5,000 employees

The solution needs to be integrated better with Office X5. We use that often and need Jira to be able to effectively communicate it.

Right now, my judgment of the solution is based on their trial version. I haven't likely experienced the full functionality and features that are already there. That's why I cannot give you the highest measurement for performance. A paid version may have much more to offer clients.

I haven't experienced asset management within the product. In the IT field, assets are the biggest issue for the life cycle of any service within IT. I didn't see this part, and I'm not sure if that functionality is already presented within Jira. I saw it in other products, however, in Jira I didn't find it. Maybe it comes at an extra cost, and this is in a paid version.

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Vanessa Hodges - PeerSpot reviewer
Platform Scrum Master at a comms service provider with 5,001-10,000 employees

If you raise a ticket with Jira, the portal doesn't enable any capability to see your other JIRA tickets, only the parts that are in the plugin for the service management. That's not a great experience because we have project teams that work out of their own Jira backlogs, so unless it's a link to a ticket in the JSM, there's no visibility for the customer in one single location.

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Saifallah Chakroun - PeerSpot reviewer
IT Manager at MTF Industriel

I don't have much experience to give a solution for this. I'm not sure what could be improved.

The interface could always be updated and improved. 

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JM
Service Delivery Manager at a tech services company with 201-500 employees

It's probably not fair of me to say because we weren't allowed to customize or configure anything. If I bought JIRA as a product, I could have it customized and configured, whereas I'm currently using a version of it provided by a much larger organization that is in line with the rest of the organization. As a result, it is not constructed in the manner that I would prefer. 

I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows.

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Carlos Ãgueda - PeerSpot reviewer
Performance and Governance Manager at a computer software company with 201-500 employees

Whenever we want to fix or improve something, Atlassian send us to the marketplace. We can vote for improvement, but it is really hard to get Atlassian to move forward with production because they have a huge marketplace. There are a lot of companies developing fixes or features, and you can pay for those features. I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market. 

An additional feature I would like to see is automation. JIRA offers the functionality of global automation in their highest plan, but it's at a higher price. Sometimes they release good new features, but they're always at a higher price so most of the features are only available for the highest plan. I would like to see new releases also being available to the lowest plan.

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AK
Director at a financial services firm with 1,001-5,000 employees

With respect to our help desk, we have been considering switching from ManageEngine to Jira so that we can have a single consolidated system for all the development life cycles. Jira has different modules that can develop workflow for demand management and project management, but the solution is no out of the box and would require lots of customization. The cost of switching has prohibited us from moving ahead with Jira as a service desk solution.

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Sergius Nkomadu - PeerSpot reviewer
Managed Service Specialist at a tech services company with 201-500 employees

The product is supposed to include an interface where the customer can report issues, things they cannot resolve easily. It's not there at the moment so it's more difficult to resolve issues with the OEMs. We need to know how the customer is dealing with the product and what issues they might be having. If I'm unable to do that, I'll lose the business. It's what we need in terms of service management because if we had that feature we'd be able to show our customers how fast and efficient we are. 

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VijayS1 - PeerSpot reviewer
Head of digital transformation at Maantic

JIRA Service could benefit from improvements to its voice support. We need to have quick customer care implementation for anyone trying to connect. The platform should connect to the solution.

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Mariano Galan - PeerSpot reviewer
Responsible of the ALM/Atlassian business line at Sistemas

The product could improve its asset management.

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MF
CEO Executive at Spider Technology

JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools.

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Julie Kent - PeerSpot reviewer
Lead Modeling & Simulation Engineer at Mitre

I think that either a Gantt chart or a calendar view is something my management is used to seeing, and while they like the Sprint burndown charts, they would still like to see what is on the plan, and what is up and coming. I would like to see improvement in the ability to filter completed tasks.

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Vijaya Shanmugam - PeerSpot reviewer
Gateway UAT Lead at a educational organization with 51-200 employees

We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly. 

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BG
Senior Manager in IT enabled Change at a tech services company with 51-200 employees

Since we've moved to the cloud we've seen some improvement in foreign languages. What is lacking is the communication around these changes because we come across them almost by chance, and not because of any notification we've received. 

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AC
Solutions Architect Leader at a tech services company with 201-500 employees

The initial setup is very complex. 

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AA
Manager at a comms service provider with 1,001-5,000 employees

With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered. 

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NagarajuPadidam - PeerSpot reviewer
Senior Director at DTN

JSM's ability to handle large volumes of emails isn't great. Its SLA management is also very primitive and should be made more robust. In the next release, JSM should include the ability to send single emails to large enterprise organizations rather than each individual receiving a separate message. 

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JZ
Director of operations at a computer software company with 1,001-5,000 employees

It is pretty complex to move between the test environment and the production environment. There is potential for improvement.

Security is always an issue with every tool. So, everything can be more secure.

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RL
Sr. Manager - Global Systems Manager at a paper AND forest products with 1,001-5,000 employees

The customizations in Jira could be improved by being simplified. They are currently very complex.

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AS
Manager (AWS Operations) at a tech services company with 10,001+ employees

I used ServiceNow for a long time in my earlier work. Compared to ServiceNow, there are a lot of areas where JIRA can improve. ServiceNow itself has various modules, like Change Management, Knowledge Management, and CMDB. All of these things are integrated, so if they are properly implemented, then it becomes a tool with a single repository. With JIRA, I don't see the same features. It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow.

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David Sandoval - PeerSpot reviewer
Senior Functional Analyst at a computer software company with 201-500 employees

What could be improved in this solution is its reporting function, particularly the filters. There are reports we can implement on the JIRA Service Management portal for the client we create the service for, but the report is not very good for the client. The client wants more filters on the portal, but in this case, we need to go to the portfolio to get the custom report for the client.

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MM
Regional Manager at AKC Enterprise Ltd

JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem.

In a future release, JIRA Service Management should add desktop notifications because at the moment, it's coming through emails. However, if they had desktop notifications, it would help a lot.

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Khalid-Mehmood - PeerSpot reviewer
Program Architect - Service Quality at Afiniti.com

Service Management currently lacks an asset management module that can make deployment more difficult. We recently had to purchase SolarWinds Asset Management to cover that aspect.

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SA
Operations Team Lead at a tech vendor with 201-500 employees

There could be more optimization, and the pricing could be better too.

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Antonio Biviano - PeerSpot reviewer
Senior Consultant at FinXL IT Professional Services

JIRA Service Management feature request List.

The products functionally is expanding rapidly, hence there is a huge backlog of Jira product feature requests that are focused on the detail functionality.

There is not enough effort focused on solving the detail functionality of Jira.

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Sohaib Ahmad - PeerSpot reviewer
Producer bridge and media scans at Quixel

The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users.

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FA
Sysadmin at a tech services company with 201-500 employees

The documentation needs improving because we have a lot of issues trying to find specific procedures. I'd also like to see an improvement with the inside discovery of assets.

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KS
Project Manager at a tech vendor with 10,001+ employees

It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence.

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AshishAjmani - PeerSpot reviewer
Business Leader - RPA, AI, Blockchain at a tech services company with 51-200 employees

I think the performance can be better.

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Gaurav Chauhan - PeerSpot reviewer
Product manager at Indusface

The performance in cloud service management could be improved. For example, sometimes queries get stuck, and when you search for a specific thing, it freezes until you refresh the page. There is room for improvement.

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Buyer's Guide
JIRA Service Management
November 2022
Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: November 2022.
653,584 professionals have used our research since 2012.