By Daniel Turczanski
Jira Service Management is a viable ITSM and ESM solution – there’s no denying that. But its limitations become evident when the instance gets larger and the need for speedy service delivery grows more prominent.
With businesses shifting to hybrid environments and more operations streamlined, a greater focus must be directed towards reducing response time, improving incident management workflow as well as ticket prioritization.
However, the reality is, JSM tickets are harder to track and prioritize when issues continue piling up, and there are limited ways to locate very specific tickets.
When the searchability of tickets or issues is compromised, your response time, workflow dynamics, and quality of service delivery will significantly decline over time.
Although JQL is helpful to a certain extent, its query parameters are limited as well.
Continue reading to understand why limited search queries or Jira Query Language (JQL) capabilities can hinder productivity and disrupt workflow dynamics and how you can overcome the limitations to supercharge your JSM.
Why JQL Is Central to Service Management
Before going any further, it’s key that you know what native JSM’s JQL can help you do:
- Keep track of issues that need to be resolved in a large instance
- Create queries related to SLAs to support ethical service management
- Help admins determine if the terms of the SLA are at risk of being breached or have been breached
- Track custom issue types like “waiting for customer,” to search for issues requiring a customer response
- Set up workflow automation for certain types of processes
Limitations of JQL
While those are all great in helping you align work across different operational teams, it is not all that helpful when you deal with a high number of issues daily with different variations and have a growing JSM instance.
As your search needs become more specific, you and your team will have to spend time searching through your search results to find what you need, despite using JQL.
Basic JQL can’t help you find the following:
- Linked issues that potentially block high-priority tasks
- Issues related to the same recurring bugs
- Issues with similar error patterns
- Issues with pending quick response
- Issues that a specific service agent has last commented on
- Issues with a specific last comment age
Having the ability to quickly find specific tickets like the ones above won’t only accelerate your workflows, but also allow you to gain critical insights on tickets that you might be overlooking.
To overcome the limitations above, you need JQL Search Extensions for Jira.
How JQL Search Extensions Expand the Capabilities of Your JSM
With up to 50 additional and extensive search query functions, an app like JQL Search Extensions not only enriches your search experience, but also helps you build new best practices around service management.
When admins and service agents can easily pull the ticket and issue data that they need, they can reduce response time and improve service delivery significantly.
Apart from resolving the limitations above, the app can also help you:
- prioritize issues that may or may not be linked to SLA,
project=DEV and issue in linkedIssuesOfQuery(“project=SUP and ‘Time to resolution’=breached()“)
- locate linked issues that potentially block high-priority tasks,
issue in linkedIssuesOfQuery(“project=ACME”, “blocks”)
- and find unresolved bugs linked to service desk tickets.
project=SUP and issue in linkedIssuesOfQuery(“affectedVersion=’2.0′”)
How Do JQL Search Extensions Work?
All you have to do once you’ve installed the app is to incorporate the additional functions in your search query via:
- Extended Search screen
- Jira advanced search
You can also plug in extensive query functions that fit your specific search needs by copy-pasting from the documentation page or referring to the cheat sheet on the app’s page.
Save your queries as filters and plug them in whenever you want your search needs to be met.
For example, use these saved filters when you want to generate specific reports. It’s possible to integrate the JQL Search Extensions with other apps as well. The possibility is wide – and is continuously growing!
Positioning JSM at the Center of Your Service Delivery
Modern-day businesses excel when teams can ensure quality service delivery and can meet customers’ needs efficiently – but you can’t do so if your admins and service agents are grappling to find tickets and spending long hours locating issues.
With the right deployment strategy, JSM will not only help service agents manage their tickets efficiently and automate workflows, but also facilitate effective collaboration between development, IT Ops, and business teams.
A high-functioning digital ecosystem that could align operational processes across various areas of work can help – and Coyote Creek can get you there successfully.
Other consultation services also enable you to scale your JSM capabilities and meet your business requirements strategically.