Jira for Enterprise Business
August 19, 2019

Jira for Enterprise Business

Kyle Kochtan | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with JIRA Software

JIRA is being currently utilized as a second tier ticketing and workflow management system. Our users create a ticket in our regular ticketing system for an enhancement and such. Once it has been approved a ticket and sub tasks with all the detail are input into JIRA and tracked. We then use JIRA in our weekly meetings to give updates and such.

Pros

  • JIRA makes collaboration very easy
  • JIRA allows us to keep a line of sight on all of the tasks that are on going
  • JIRA also allows for easy export of data for reporting and such

Cons

  • The UI In JIRA is not very intuitive, they have comingled products and navigation is difficult at times
  • JIRA can be annoying with the number of email notifications it shoots out
  • JIRA's security model is overly complex and can lead to issues
  • JIRA has allowed us to create reports on tasks and deliverables so this is helpful
  • We spend too much time attempting to create the reports so this is a negative
  • JIRA has help us meet some of our auditing requirements
JIRA's UI is very difficult to navigate. It is almost impossible to find things. I find myself just using the address bar and putting in the ID numbers as I can't find what I need anywhere else. There is no one place to do tasks but many and many ways to get there and this causes confusion.
I have not personally tried to get support from JIRA. I have seen that their user forums seems to be well updated and populated. This would allow for users to get self help from the system when you need it. Most of the time my needs are met by an in house super person.
We were not given any other choices but JIRA to use. We utilize ServiceNow as our main ticketing system. We also have SAP Service Desk in place. These 2 systems feed the starter tickets into JIRA for detailed usage. We also do not feel in calendars or any other data into JIRA.
JIRA is one of those products that does its job neither particularly well or particularly bad. It has its uses but I find that I spend more time in Jira than is necessary to give updates and get reports. The system was built as a bolt on as opposed to a group up and it shows in the fractured UI experience.

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