Assistance with Setup and Organization of Projects

[Casy Laib]

Ok, going to start out with I am very, very new.  Just trying to get my feet wet and get started and trying to determine how this would work for me and my organization.

Goal is to have a help desk system in place.  Jira appears to fit all of the concerns I have but one that I have been able to find.  I am trying determine a way for my other managers to be able to see tickets open/closed for their departments.  

I would love to be able to do this via an email report or a portal/page they can access.  I would be ok with them adding notes and edit capabilities on the tickets for their department.

How could I do this?  Would I have to setup a Project for each of the departments and have the managers be an agent?  If this is the case how would I manage all of these projects easily?

Is there a way to give agents only access to certain tickets based on some criteria? For example I have a department field created - is there a way to restrict agents to those departments?

I hope I am explaining this properly, if I can clarify anything or there are any questions on my usage/intent please let me know.

Thank you! 

[Jack Brickey]

Welcome to the Community. Based upon what i read here this is easily done via a number of methods.

Providing Reports to Managers - this can be done via a dashboard for each manager or by setting up filters w/ regular subscription delivery. You can create a custom field called "Department" or whatever and ensure that the field is completed at some point (creation or edit by agent).

Allowing them to add notes - if they are Jira users they can be setup to collaborate on issues. However, assignees must have an agent license.

Restricting agent access is done only at the project level.

[Casy Laib]

Wonderful.  Thank you that helps a lot.

I am struggling with a couple of things though.  I can create the dashboard and setup a filter so all of that is working.  How can I share the dashboard with just the user?  I am using Server with AD integration so not sure how to make it work properly.

Next is there a way to automatically tag the manager based on the department used?  So if it was Department A it would @ mention Manager A.  Does that make sense?

Thank you so much for your help!!

[Jack Brickey]

to share a dashboard a few things need to happen:

1. the individual must be a user defined in your Jira instance. that is, you can share w/ someone that does not have access to the application.
2. the filter used on any gadget must be shared w/ those you want to have access. I typically share w/ any logged in user. This is simply done by editing the filter that you saved. you will see the share function.
3. the dashboard must also be shared in a similar manner. you do this by editing your dashboard and again you should see the share function

Regarding 'tagging' the manager you can accomplish this thru the built in automation for JSD. However, not using the @mention feature but you can email or add to the watch list. something like this...

When: issue created

If: use a jql statement like Department = x

Then: email Mx

you need to research the automation to understand what you can/can't do w/ it. Jut play around w/ it until you achieve the best results.