[Deploying Sakai] Using Jira for user support issues

Kevin Chan kevin at media.berkeley.edu
Thu Oct 15 08:07:25 PDT 2009

Hi David,

We, at UC Berkeley, have been using Jira to track user support requests 
since September of 2006 and it has been working pretty well.

FYI, if your support staff sends out the email with the Key number (ie 
SAK-xxxxx) in the subject of the email, when the user replies to that 
email (our staff sends out support request with the From field as the 
Jira email alias to ensure that the reply goes back into the system), 
the message is automatically attached to the keyed issue in the comments 

We have a pretty basic notification scheme (basically the assignee is 
the person that gets email unless there are watchers), but I can see a 
scenario where all team members might receive an email when an issue is 
created and/or commented...if they don't mind the massive influx of 
emails. This is the project that has by far the most tickets...15768 as 
of this morning, though some are not directly support issues.

  Kevin Chan

  Operations Team
  Educational Technology Services
  University of California, Berkeley

David Horwitz wrote:
> Hi All,
> We've started experimenting using Jira to track our user support
> requests (rather than just for internal development issues) Our initial
> experiences are positive but we need to work our a couple of workflow
> issues. In this regard we would like to poll the community to see if
> other are usign Jira for this purpose.
> At the moment the support requests are received via email and jira
> automatically logs the issue. This seems to work quite well except that
> when users respond to a follow up they often cc the help alias which
> leads to duplicate issues. We also need to settle on an effective
> notification scheme.
> Any advice gratefully received
> D
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