Transitioning a SolarWinds helpdesk for over 6 departments to Jira Service Desk. The phases of transition include:
Requirements Gathering & Initial Configuration: This process involves various meetings with key stakeholders to gather information on the old system’s pain points, existing/unused features, and general user sentiment. Using this information, create an overall system transition feasibility document that outlines what functionalities to retain and what functionalities to enhance in the new system.
Configuration of the new Jira Service Management environment involved:
- Retaining request types for departments
- Retaining client portal view
- Retaining ticket status workflow
- Retaining attachment and notes support
- Retaining reporting functionalities
- Retaining ticket filtering based on user, date, status and request type
- Retaining carbon copying to ticket
- Enhancing filtering options
- Optimizing the mobile friendly user facing interface
- Enhancing notification controls
- Improving bulk statusing
- Improving request type customizability
- Enhance automation workflows for reporting
- Addition of approval and feedback features
- Addition of mass alerting system
- Addition of Microsoft Teams integration
Ticket Data Migration: Ticket data migration can be done using an automation tool.
https://marketplace.atlassian.com/apps/1218845/solarwinds-service-desk-to-jira-servicemanagement?tab=overview&hosting=cloud
System and UAT Testing: Conduct end-to-end testing to ensure all workflows, features, and integrations are functional. Test each core feature, including ticket submission, notifications, search/filter functions, and mobile responsiveness. Hand off to clients for UAT testing.
Refinement: Based on testing feedback, address any bugs, usability concerns, or process inconsistencies. This may involve adjusting notification settings, refining filter options, or ensuring seamless mobile access.
Training & Documentation: Create clear, accessible user manuals, quick reference guides, and FAQs.
Include screenshots and step-by-step instructions covering common tasks, from creating tickets to generating reports.
Develop tailored training programs for different user groups. Staff may need basic ticket handling and mobile use training, while coordinators could benefit from training on reporting and approvals.
Go-Live: Officially switch over to Jira Service Management for live ticket handling. Ensure all users
have access and verify data integrity one last time.