ENG-5
Jira Service Manager Replacement
Routine
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AGS
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Karyla MacIsaac
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March 16, 2026
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THE SITUATION
The Regulatory Data Delivery team currently uses a customized JIRA/Atlassian solution to manage high-volume information requests that come through a shared inbox. The system is still working well for the core operational process, including automatically turning emails into tasks, assigning work, tracking request status, and keeping notes and history. The main issue is that the reporting coming out of JIRA is no longer accurate or reliable, which affects visibility into request volumes, completion rates, cancellations, and team workload. In addition, the tool has been heavily customized over time, and the internal staff who originally supported and configured it are no longer with AER, making even small issues difficult to resolve. As a result, the team now relies more on Atlassian/vendor support, which may come with added cost and limited understanding of the customized environment. At this stage, the recommendation is not to replace the tool immediately, since the intake and workflow functionality is still meeting the business need. Instead, the next step is to engage Atlassian to determine whether the reporting issue can be fixed, what that would cost, and whether the current solution remains sustainable before considering a larger move to ASM/ServiceNow or another platform.
CAPABILITIES SOUGHT
Case management
Data management
NOTES
Business to engage Atlassian to determine weather reporting issue can be fixed. what that would cost, and whether the current solution remains sustainable before considering a larger move to ASM/ServiceNow or another platform.
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