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Challenge
- Polycom needed to rationalise their Quality Assurance process which involved:
- Standardising on a new issue tracking platform (JIRA)
- Reliable integration between two disparate systems
- Polycom system administrators located in all regions of the world required mentoring and training
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Solution
- Migrated data from Polycom’s existing Bugzilla implementation
- Integrated JIRA directly into Polycom’s existing Siebel CRM and Helpdesk infrastructure:
- Allowed dynamic definition of inbound messages from Siebel to JIRA
- Enabled the ability to track the status of each transaction
- Provided customised education, support and mentoring services to Polycom administrators
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Result
- Integration plug-ins allowed Polycom administrators to securely track, trace and resubmit integration transactions
- Polycom administrators developed the backup knowledge and skills needed to confidently complete their tasks
- JIRA standardisation prevented duplication of effort within Polycom and helped develop consistent processes and standards
- Onsite consulting services provided in the United States
- Polycom currently use JIRA to manage 76000 issues, 82 projects, 255 custom fields, 81 workflows and 2700 users
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