I feel like a big part of people hating on JIRA is that it creates a formal process you have to follow - something enforced by code, and not just "always move your card to this Trello column first". It’s also so tempting for middle-managers to generate bogus reports, based on metrics that the people doing the work know don’t matter.<p>Even with that, though, I haven’t found anything else as good for linking and organizing bugs and tasks, encouraging collaboration between departments and roles, recording discussions and decisions in the place they’re made, interfacing with the other tools we use to run development, and providing a rich SQL-like way to query tickets.<p>When setting up our JIRA, we made a few decisions to try and make life easier on ICs and hide the bad parts of JIRA:<p>* Ignore the permissions system. By the end, all we had were site-admins (who can control billing and add-ins), regular admins (who can edit workflows) and “everyone else”. Setting permissions up properly is tricky, impacts a lot of things, and didn’t add any value to our workflows. We preferred to make use of the audit log when weird things happened, and for the most part, tell people to do the right thing.<p>* Insist that workflows come from the teams. Individual teams were given a standard workflow when they started, but were encouraged to make it their own. Central management had to cope with what the individual teams wanted their workflows to be, and weren’t permitted to make them add statuses or transitions to make reporting easier. The only exception to this was around having to use a common set of resolution options.<p>* Open up the admin role to anyone who wanted it. If an IC or Team Lead wanted to make small changes to their team’s JIRA, they could just come sit with someone who knew how and work it out. If they wanted to make more significant ones, they received the 10-minute lecture covering the top five things that seem safe but will in reality break everyone’s JIRA setup, and then were given admin access to go do what they wanted.<p>In the end, some teams used a sophisticated ten-step workflow with granular transitions, and some used it as Trello – but they were all unified in one place, linkable and searchable, and had common support for discussion, auditing, and file management.