Using JIRA for vehicle service and complaint management

[Julian Reichle]

Hi there,

we are considering using JIRA not only for the service management of our application division but also for the processing of service requests and complaints in the vehicle division. Therefore we have two basic questions:

• Calculation of parameters: Can customer fields be created (for example: costs), which are then recorded in a ticket. The evaluation should then be transferred to a dashboard in which the sum of the tickets and the sum of the costs can be seen: is this possible in principle?
• Generation of forecasts: Can we calculate a forecast based on ERP data (number of component xy in the field) and the failure rate (tickets recorded for this component), which in turn alerts us when deviations occur?
  
  

Thank you in advance!

Julian

[Srinivas Kasy]

Julian,

Did you end up leveraging JIRA?  If so, how is it going.

[Jack Brickey]

Hi @Julian Reichle ,

first if you are talking about interacting with the customer I would look toward Jira Service Management rather than Jira Software or Jira Work Management. With that said, I'm not sure JSM would be the best choice to provide #1 or #2. Both of those are better suited for a CRM solution. There are ways you might be able to approach your goals but IMO they are unnatural approaches. JSM deals primarily with individual issues vs. 'summing up' data among issues. Just my $0.02.

[Julian Reichle]

Thank you for your answer.

We would use JIRA Service Management in combination with JIRA Software or JIRA Work Management. 

Would you then recommend e.g. Salesforce CRM or salesforce service cloud?

From my point of view it is a competitor, isn't it?

[Julian Reichle]

Hi @Jack Brickey ,

you have a recommendation for me, how we could test calculations in JIRA?

Thanks a lot in advance! :)