JSM Starting out architect decisions

[James Truong]

Hello All,

I am evaluating the JSM product line and wanted to have a proper evaluation by implementing as to how the end product would look like.  Part of this task is to design based on best practices but I am having some problems / limitations that I am not sure what the best next step are.  These issues seem to be share-ability based on the multi-project approach.

A little background:

• We plan to have two departments, A and B.  Dept A cannot view tickets Dept B, but Dept B can view Dept A&B tickets.
• Dept A and B have different personnel but there are times when Dept B may need someone from Dept A
• Knowledge articles should be sharable, but others should be kept within their respective Dept.
• A common landing page would need to be created for issue submission.

Based on my research, it seem the best approach was the multi-project approach to each department.  I am not sure how relevant these arguments are in 2023, but the article I am referring to is: https://community.atlassian.com/t5/Jira-Service-Management-articles/Multiple-Projects-versus-a-Single-Project-in-Jira-Service/ba-p/1768572Multiple Projects versus a Single Project in Jira ... - Atlassian Community

Questions:

• Groupings and ticket assignments - Should I invite members of each department as a Team or a Group?  I have created Teams and assigned Project A with Team A and Project B with Team A&B, however when I try to assign a ticket from queue B to a member in A, the person does not appear.
• Multi-user assignment - Can a ticket have multiple users from multiple departments assigned to a ticket for their various tasks?  Some folks would need to be assigned for visibility and may comment on the ticket if so desired. 
• Incident sharing between projects - Should I go with the "assign a subtask" to the other team or create a linked issue?  Are there permissions required to setup ahead of time to create/convert an ticket to a linked issue?
• Sharable artifacts - Are knowledgebase articles and canned responses sharable between projects?  Making an article / canned responses would help building / maintaining a knowledge library.
• Landing page - What is the best way to build a landing page?  Could anyone direct to an article / page they might be able to recommend for creating the workflow and streamline tickets to the correct bucket?

Some of these workflows I am describing may be out of the date and we would be open to understanding the better approach; however it would benefit to understand the translation from the older ITSM to newer with justification as to why.  I appreciate your thoughts and any feedback you can provide.

Thank you in advance,

James

[Danut M _StonikByte_]

Hi @James Truong,

From tracking perspective of the two departments, which is very important, your best option would be to create dashboards with the neccessary charts, metrics, KPIs, key-numbers, etc for each department by using our Great Gadgets app.   

Take a look over these blog articles to see how many things you can track and how: 

• An effective dashboard for Service Desk and Customer Support teams in Jira Service Management. 
• How to track multi-team or scaled-agile projects (such as SAFe®) in Jira with Great Gadgets app 

I hope this helps.

Thank you,

Danut Manda