Greetings Community
I have a critical requirement for Jira Service Desk. For several of our JSM projects, we have a need to affiliate agents to just a subset of organizations configured in the project. Because of how we work and the business the project relates to, it does not make sense to create separate projects for the groups of organizations the agents will support.
For example.
Project has 6 organizations: A, B, C, D, E, F
Agent Smith handles tickets for A, C, F
Agent Jones handles tickets for A, B, D
Agent Brown handles tickets for D, E, F
Agents should only receive notifications for those organizations they handle, unless they are called out in a comment or added as a watcher.
Any agent should be able to view any organizations tickets in the project.
It should be relatively easy to change the organizations an agent is affiliated to, as the organization assignments are somewhat fluid.
Ticket management can be somewhat handled by queues and filters, but would be better if there was a queue that showed an agent just those customers for which they are affiliated, so we don't have to create so many custom filters.
Because of the large number of organizations in the project, the current scheme is flooding all agents with notifications, when in reality they only handle a small number of the tickets.
Would love feedback from others who have faced similar requirements.
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