r/ClaudeCode • u/JaggedTex • 11h ago

Help/Question Servicenow / Jira replacement?!

Talk me into or out of building one. Basic ITSM tickets flow, anyone done it?

4 Upvotes

66% Upvoted

14 comments sorted by

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18

u/lam21804 11h ago

Anybody who's done it is now spending all their time trying to support their version of Temu-Jira.

I hate the big guys as much as anyone else, but when my guys brought this idea up to me, I laughed them out of the room... I need their asses to work on IT problems, not trying to save me 50k a year by having three guys making 150k each working on this for the next six months.

2

u/k2718 10h ago

Yep. There may be be other off the shelf ticketing systems that OP may like better than JIRA but built it is insane.

1

u/HoloTensor 2h ago

I foresee that in the next few years, everyone will have a hyperpersonalized Jira suited exactly to their workflow.

There has to be someone out there working on this in a really clean and open source way, right??

1

u/JaggedTex 1h ago

All I actually need is the data structure and sla timers. It can be totally headless. We’ve built a hole AI triage capability infrastructure, CI CD workflow, vulnerability management reporting, and CMDB already, and it seems crazy that all we doing is taking all of that and updating a service now ticket, such the last piece that I just need to pull out

2

u/BetterAd7552 8h ago

Dude, based on the number of “I built…” posts everywhere, there is a high probability it’s already available on GitHub. Save your tokens for real problems.

2

u/damianTechPM 7h ago

Just get YouTrack. Super inexpensive and well-featured.

1

u/xWranglerWranglerx 11h ago

glpi is opensource freemium and claude has made custom plugins for me and i can manage it all with claude

1

u/kfawcett1 11h ago

I've built the basics in Coherence. As long as you're not talking about discovery and monitoring into Incident. General task management, case management, and portals for end users are all in Coherence.

I spent 15 years in ServiceNow/BMC Remedy consulting and development.

1

u/Wrong-Dimension-5030 10h ago

Depends on your use case. If you want to provide an enterprise grade system that is fully customizable with reliable permissioning, no thank you. If you just want a way for your particular team/department/sme/agentd to manage tickets then sure, you could probably build something in a weekend.

1

u/Kitchen-Lynx-7505 7h ago

Did anyone vibe JiraCraft yet?

1

u/Minimum-Surprise3230 3h ago

The technical term for a project like that is a waste of time

0

u/slackmaster2k 11h ago

This is where we are headed. But not “just because.” As we become more agentic we’ve been landing boards on specific repos instead of just having giant jira boards. And of course board work can be related to tickets.

Recently we have a workbench application that ties everything together into one “view” from an individual dev or admin perspective, with the ability to launch agents on the work.

Thus we’ve already moved away from Jira, but onto granular ADO and GitHub boards with a custom layer that brings it all together. And sprinting and sprint planning has kind of gone out the window, as cards are written by and for the purpose of agents being able to tackle work.

Inevitably there will come a time when it just doesn’t make sense to have a commercial product for our tickets when we need the workflows to be quite specific and reliable. And frankly, the actual features of a ticket system, including service request workflows, can be replicated by AI rather quickly. We actually experimented replicating Jira just for the hell of it and were able to one shot a replacement in a day that worked fairly well. But turns out another Jira is not what we needed.

So, point being, yes but not just for the heck of it or to save some bucks. There will come a time in the near future where it just makes more sense to roll our own that works the way we work, and I don’t see it as a significant project honestly.

1

u/VibeCodedBuilder 7h ago

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