Agents working across multiple Service Management Projects

[Michael Green]

Hi

We have multiple Service Management projects - each hooked up to a different email address to generate tickets.

We have a small pool of agents that must work the tickets of all these projects.

Is there an easy way to show 'All tickets/all queues / all Service Management projects'  ?

The only idea I came with was to create a JQL query that selects multiple projects and create a queue from that ????

[Fabian Lim]

Hi @Michael Green

That is correct. You can create a separate dashboard with result filter gadgets that picks up issues for the various projects.

Regards

[Aleksandra Bosacka _Deviniti_]

Hello @Michael Green

It's Aleksandra from Deviniti, an Atlassian Platinum Solution Partner.

After reading your post I can see that you may find our dedicated Queues for JSM app handy, as it allows Jira administrator to create queues that include tickets from multiple Jira projects (not only JSM, but also Business/Software). With this dedicated cross-project functionality, you can setup queues based on a JQL query and limit their visiblility to specific user groups. Such cross-project queues will be available on a separate global page in Jira. Also, the app is currently available for all hosting options including Jira Server/DC and Cloud.

Feel free to ask here in case of any additional questions about the functionality or the required setup.

I'll be happy to help!

Cheers,
Aleksandra

[Joseph Chung Yin]

@Michael Green -

Another thing, you should avoid create a queue within one project where it contains multiple issues from multiple projects.  The key is to create a separate dashboard (as mentioned by @Fabian Lim and use the JQL search filter to display them for your agents who have to support multiple projects.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Michael Green]

HI Joseph - why is it an issue/problem to do this  : "Another thing, you should avoid create a queue within one project where it contains multiple issues from multiple projects"

[Joseph Chung Yin]

@Michael Green -

Based on my knowledge and experience, by default - queues reside in each project as each project can have its own customizations.

Best, Joseph