Providing Extra User Information in Jira for Smoother Work Processes
Teams often face delays and inefficiencies in managing a large volume of Jira issues. Every time a new Jira issue is reported, team members must manually search for key contact details about the reporter - such as their manager, phone number, location, or department across multiple systems. This process slows down progress and blocks the resolution of Jira issues.
Pain Points:
Teams spend too much time manually searching for key user contact details.
Delays in resolving issues due to missing contextual information.
Miscommunication among colleagues, making collaboration difficult.
The Solution:
To address these challenges, a company that specializes in tracking and navigation technology, implemented the User Profiles for Jira Cloud app, integrating Microsoft Entra ID with Jira. Once set up, essential user details - like roles, contact information, location, and department are displayed directly within each Jira issue. This provides teams with the context they need without wasting time searching.
For instance, managing a flood of IT and HR customer service requests from different regions became much simpler. By automatically retrieving the reporter's location from the user profile, the team could easily assign each issue to the correct queue in Jira Service Management, ensuring that it reached the appropriate team or region, thus improving efficiency and the resolution process.
Key Benefits:
Faster Workflow: Teams now have immediate access to user details within Jira issues.
Improved Productivity: No more switching between systems to find information.
Better Collaboration: Complete user information helps teams communicate more effectively.
The Impact:
After using User Profiles for Jira, teams saw a big improvement in Jira issue resolution rates. They were able to access additional user information directly within Jira, which helped them resolve issues faster. By automatically synchronising and displaying Entra ID details such as job title, department, manager and location in Jira issues, teams had the information they needed to resolve issues accurately and complete tasks faster.
If your team is facing similar challenges, User Profiles for Jira can help optimize your work processes.