The "IT" Trap: IT departments often force Maintenance teams to use IT Service Desk tools (Jira, ServiceNow) for machine repairs. This is a mistake.
The "Asset" Gap: IT ticketing systems track people; Maintenance systems track machines. You cannot calculate MTBF or OEE in a helpdesk tool.
The Top 5: We review Fabrico, ServiceNow, Jira, and others to help you choose the right tool for the factory floor.
If you ask an IT Director for a maintenance system, they will often say:
"We already have Jira (or ServiceNow). Just create a ticket type for 'Broken Machine'."
For the IT team, a broken server and a broken hydraulic press are the same thing: a ticket to be closed.
For the Maintenance Manager ("Mike"), this is a disaster.
IT Ticketing systems are designed for linear workflows (Open -> Fix -> Close).
Manufacturing Maintenance is cyclical and asset-centric.
A generic ticket doesn't know that "Conveyor 4" has a history of bearing failures.
A generic ticket doesn't trigger a "Lockout/Tagout" safety checklist.
A generic ticket doesn't link to the spare parts inventory.
If you are fighting the battle against "Generic Ticketing," here are the 5 best systems for managing maintenance requests in 2025.
Best For: Manufacturers who need to turn "Requests" into "Reliability."
Fabrico takes the simplicity of a ticketing portal and connects it to a deep engineering engine. It looks like a simple request form to the operator, but it acts like a powerful CMMS for the technician.
QR Code Requests: Operators don't need to log into a portal. They scan a QR code on the machine. Fabrico automatically tags the specific Asset ID to the ticket. Zero typing errors.
The "Diagnosis" Link: Fabrico connects the ticket to the Failure Mode. Instead of just closing the ticket, the technician logs why it failed. This builds your reliability data (RCM).
OEE Triggers: Tickets can be created automatically by the machine (PLC). If the machine faults, Fabrico creates the ticket instantly. Jira waits for a human to type it in.
Spare Parts Logic: You can attach parts to the ticket and deduct them from inventory. IT service desks don't have "Warehouses."
The Verdict: The interface of a ticketing system, the brain of a CMMS.
Best For: Massive corporate unification.
ServiceNow is the giant of enterprise workflow. Their Field Service Management (FSM) module attempts to bridge the gap between IT and Operations.
Pros: If your company runs the entire world on ServiceNow, this keeps everything under one roof. It has powerful workflow engines for approvals.
Cons: It is expensive and complex. It treats a factory machine like a "Field Asset." It lacks the deep manufacturing context (OEE, Shift Handovers) that a dedicated factory tool provides.
The Difference: ServiceNow manages the process; Fabrico manages the production.
Best For: Software development teams and agile tracking.
Jira is the default tool for IT.
Pros: Extremely flexible. You can build custom boards and workflows. It is cheap if you already have licenses.
Cons: It is a "Blank Slate." It doesn't know what a "Spare Part" or a "PM Schedule" is. You have to build all that logic yourself. It is terrible for mobile usage on a factory floor.
The Difference: Jira is for code; Fabrico is for machines.
Best For: Simple facility requests.
If you just need to report "Broken Lightbulb" or "Spill in Aisle 4," these helpdesk tools are great.
Pros: Very easy to use. Great email integration.
Cons: Zero asset history. You cannot easily see "How many times has this specific motor failed?" because the tickets aren't linked to a permanent asset record.
The Difference: Good for facilities; bad for manufacturing equipment.
Best For: Maintenance teams who want a simple "Work Request" portal.
Limble creates a dedicated portal that acts like a ticketing system but feeds into a maintenance database.
Pros: Requestors don't need a login. They scan a code or use a URL. Very low friction.
Cons: It lacks the automated PLC/OEE triggering that Fabrico offers. It relies on humans to submit the tickets.
The Difference: A strong maintenance ticketing tool, but less integrated with production data than Fabrico.
| Feature | Fabrico | ServiceNow | Jira | Freshdesk |
| Asset History | ✅ Deep | ✅ Good | ❌ No | ❌ No |
| Inventory Link | ✅ Native | ⚠️ Custom | ❌ No | ❌ No |
| Safety (LOTO) | ✅ Native | ❌ Custom | ❌ No | ❌ No |
| OEE Trigger | ✅ Native | ❌ No | ❌ No | ❌ No |
| User Experience | Modern | Corporate | Complex | Simple |
Using Jira for maintenance is like using a spreadsheet for accounting. You can do it, but you will lose money and data.
Choose ServiceNow if you are a Fortune 500 company unifying IT and OT.
Choose Jira if you are managing software developers.
Choose Fabrico if you manage Physical Assets. If you need to know the cost, history, and reliability of your machines—not just close tickets—Fabrico is the solution.
Stop treating machines like servers.
[Book a Demo with Fabrico] to see how our Asset-Centric ticketing system works.
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