What is our primary use case?
We use JIRA for software development projects and the implementation of business workflows. Our company runs more than one hundred projects on a single instance server. Besides core IT projects, we have implemented business processes on dedicated JIRA instances to manage high volume (greater than five thousand issues per month) non-conformities for some business lines.
How has it helped my organization?
Transparency of development projects, as well as approval processes for some business projects, has improved massively. Interaction of business units and IT happens very often via JIRA and considered to be very helpful. As many of our developments are requiring some level of compliance, the workflow and documentation of approvals are very handy.
What is most valuable?
There is a very flexible configuration of "issues" and related life cycle. On top of it, the number of "add-ons" is overwhelming and of very good quality. I would consider the reporting capabilities to be the best feature, as ultimately the visibility of issues allows management of the projects.
What needs improvement?
My main concern is the administration of projects, especially user groups, and this requires root access rights but there is no concept of layered admin rights. Projects can be managed by a limited admin, but the creation of projects needs root admin rights. In decentralized project ownership, this gets tedious.
For how long have I used the solution?
I have been using this solution for twelve years.
If you previously used a different solution, which one did you use and why did you switch?
We used an open-source system called Mantis, which was considered unsuitable for use outside the IT world.
How was the initial setup?
The setup of JIRA is straightforward.
What's my experience with pricing, setup cost, and licensing?
To try this solution, use their cloud offering to get familiar. After that, it's in my view worth the money.
Which other solutions did I evaluate?
We went right away to JIRA without evaluating other options.
What other advice do I have?
JIRA, its add-ons, and the Atlassian product world are already very powerful and it is difficult to name significant blank spaces.
This is a very powerful solution. Get some advice and training to make the most out of it. You may miss out on some of the capabilities if you don't.
Disclosure: I am a real user, and this review is based on my own experience and opinions.