Problem Management with Jira Software from Atlassian

catworkx dedicated itself to the optimization of Problem Management in service and support for a globally operating customer in the vending machine industry. The main requirement in this project was the automation of processes, which catworkx successfully implemented with Jira Software from Atlassian as well as the apps "Score Rating for Jira" and "Copy & Sync." Further project focuses included improved transparency, plannability, and efficiency.

The starting point at the beginning of the project: In the past, this company used standard Excel software to record and classify problems in service and support for in-house product development and for problem resolution. As a rule, the solution was provided by first or second level support. If the problem could not be solved, support and technical expertise from product development, i.e. third-level support, was required.

The disadvantage of the Excel solution: Generating transparency across the entire process was based on a purely manual way of working, with the corresponding susceptibility to errors and high time and personnel costs. Dependencies and responsibilities were not immediately apparent. Another disadvantage was the fact that data in documents was often already outdated. The desire for automation of processes, for up-to-date data, and for the plannability (relevance) of incoming requests became clear, which was to be implemented with Jira Software. Accordingly, a suitable service provider for Atlassian solutions was sought: catworkx Germany was ultimately entrusted with the implementation of this project.

It was important for the client to have a standardized, clear and automated reporting procedure for all products used (worldwide) and the associated faults. Customer inquiries were also to be automatically divided into “regional” and “global”. Furthermore, it should be clear what relevance a newly created product has, i.e. the urgency after evaluation. Employees should also only be able to see and process the tickets for which they are responsible.

All processes in product development were mapped in Jira Software. Each project represents the development of a product. Today, when a customer inquiry arrives in first or second-level support, a Jira ticket is automatically created that already contains all relevant information. If this request cannot be resolved directly by the support team, it is automatically forwarded to third-level support. The assignment of which product belongs to which project is stored in Jira. The creation of a ticket for the developer (third-level) then takes place automatically in the correct project, simply because there is an assignment of product and project. This also pleases the company's managers – thanks to the specific Jira solution, virtually the entire operation can now be displayed on a dashboard.