They’ll need to send emails, make phone calls, and attend status meetings to find out where this issue stands. The support engineer responsible for communicating with customers has no idea when the issue will be fixed. What this means is that once a support ticket is opened, it goes into a black hole. And these tools do not naturally integrate or automatically flow information (such as a defect). Your support team works in a disparate system (an ITSM tool such as ServiceNow) to your developers (an Agile Planning tool such as Jira) and QA/test teams (a Test Management tool such as Micro Focus ALM). Setting up speedy for jira update#By the time a status update has been provided, your customer’s satisfaction is on thin ice. Without making a phone call or another email, they don’t actually know the status because they don’t have a visible or traceable defect reporting or resolution process. “Do you know when the issue will be fixed?” “Um…” The customer calls again a few hours later. Your support desk receives notification of the bug and fires off an email to your development teams, hoping for a speedy resolution. Every minute of application downtime is a minute their business is not performing at 100 percent, and another minute where your business relationship is taking a hit. Your customer has a critical issue with their software. Are your customers’ software issues taking too long to be fixed? Are you looking to improve your mean time to resolution (MTTR) and improve collaboration between your support team, developers and QA engineers/testers? You’ve come to the right place.
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