I’ve said it before, and I’ll say it again. I love customer stories!
Thanks to Twitter, I found Luke Daley at CQUniversity in Queensland, Australia. Luke professed his Jira love in a Tweet, and I asked him to expand in email:

I work in a combined team of Database Administrators and System Administrators as part of the IT department at CQUniversity. I come from more of a development background though and use Jira as part of open source projects that I work on.
The division uses an older, heavier and, well in my opinion, bloated system as our IT helpdesk ticketing tool. This system was originally envisioned to be the tool for tracking internal tasks as well, but this quickly proved to be inefficient and over the years the net effect has been to not use it. As a result, planning/tracking has become ad hoc at best and non-existent at worst.
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We purchased Jira about 12 months ago for our development teams. Over the last 6 months I have been integrating and advocating the use of Jira as a general task management and workload planning tool from our team for our day to day work. A big part of this was changing the culture and turning around the lingering perception (from that other tool) of using a tracking tool being a burden rather than benefit. Our team still have to use the other tool for client requests, but we now plan all our internal and self directed work with Jira.
Jira works for us because it is flexible, yet lean. It would not have seen adoption in our team if working on tickets wasn’t extremely easy. The end result is that we are more focussed, planned and effective. It’s early days, but the difference is already noticeable.
Along with Jira, we also use Confluence, Fisheye and Bamboo.
I have created “dashboards” in our Confluence install which aggregates status and performance reports from both that other tool and Jira for each individual, as well as the entire team. This is done via a combination of direct SQL queries and the supplied Jira macros in Confluence.
We are starting to move more and more of our config (Apache, SAN switches, DNS etc) into Subversion, and using the Fisheye Jira plugin to link changes in these configs to actual tickets is fantastic for obvious reasons. We are just starting to establish this practice but we are already seeing benefits.

If you’ve got any questions for Luke, leave them here as comments, and Luke will be happy to answer them for you.
What’s your Jira story? Let me know!

CQUniversity’s Jira Adoption Story