Our client, the country leading stationery provider, decided to renew their issue ticketing and CRM solution. Consulting Reacts helped its client assess the available solutions in the market and finally decided to develop a custom solution based on a leading Java™ EE based commercial product in order to fulfill all of the clients' requirements.
The solution our client was using, although effective at the time of initial deployment, fell short in some key areas and our client was urgently requiring a solution to the following problems:
- The current solution wasn't flexible enough to quickly adapt to the changing workflows our clients needs.
- The current solution poorly integrated with the enterprise systems our client is using.
- The current solution wasn't either intuitive and easy to use.
- The data collected with the current solution wasn't easily exploitable by our client.
After an initial requirements identification phase, Consulting Reacts decided to adopt Atlassian JIRA as a platform to build the solution for our client needs. JIRA was providing out of the shelf:
- An easy to use user interface.
- An extensible platform to plug our customizations in.
- Powerful yet easy to use reporting and analysis tools.
Consulting Reacts extended JIRA to provide our client:
- Some pages to interact with the existing customer database made up of more than 20.000 records.
- A plugin to automatically generate a JIRA project for a client whenever an operator opened such a client for the first time.
- Customized screens to input the required additional data.
- Customized workflows for all of the custom issue type our clients wanted to manage.
- Java based batch tools to update the client database and the corresponding JIRA objects such as projects and issues.
- A plugin to expose the custom functionality as RESTful Web Services.
The solution we built was deployed on a Solaris server which is now seamlessly running:
- The customized JIRA instance.
- A PostgreSQL instance as the primary JIRA data source.
- The ZFS file system to ease administrative tasks such as file systems snapshots, backups and restore.