Multi-Site Queue

[Andrei Tuch]

Our organization has multiple Jira instances (historical and organizational reasons, among them the need for some specific plugins that are too expensive to apply to a single overall site).

However, we have one First Line Support team that does monitoring for multiple sub-companies with their own Jiras. Essentially we now have 1LS agents logged into multiple Jiras simultaneously, switching back and forth (plus a shared inbox for email notifications, of course).

Is there a good product/way to set up a unified queue that would allow agents to monitor incoming tickets from Jira Service Management instances on separate (Cloud) sites? And respond to them from one window?

Thanks!

[Hernan Halabi - Elite IT Consulting Group]

Hello @Andrei Tuch without apps to sync all the issues into one main project I can't think a way to do this. Nevertheless, why not have one JSM project for all instances and ask the user the instance he needs support at on the ticket? Optionally have one project per customer instance and then with this app you see them all in one place

https://marketplace.atlassian.com/apps/1216386/queues-for-jira-service-management?hosting=cloud&tab=overview

This might be a cost effective solution since you won't page for agents licences multiple times and you might even have a separate instance just for this so the apps cost isn't too high

[Andrei Tuch]

Hi Hernan,

Yes, that might be a good solution, but the issue is that First Level Support then needs to escalate some issue to Second/Third level, teams that are in remote instances. Can you think of a way to conveniently escalate/reassign a JSM ticket from Site A to a Jira Software project and assignee in Site B?

Thanks,

-A.

[Hernan Halabi - Elite IT Consulting Group]

Without giving a lot of thought into it. I think you should be able to build something cool to do this within opsgenie that you already have the product with JSM.

There might be drawbacks but it would keep the cost low

[Boris Berenberg - Atlas Authority]

You can escalate issues using Exalate (https://marketplace.atlassian.com/apps/1213645/exalate-jira-issue-sync-more?hosting=cloud&tab=overview) let me know if you need help implementing it as we're a partner of theirs.

[Andrei Tuch]

Boris - yes, we've looked into Exalate, but it is not viable in the current Atlassian cloud licensing model. Quite apart from the cost (which would be prohibitive just for this usecase, adding the module to multiple remote sites with hundreds of users, most of whom won't need it), it would require the business units who own those sites to open up their budgets to pay for a module that is needed on our end, not their end. And some of them are behind robust access controls, which is technically solvable for Exalate but quite complicated to maintain.

[Boris Berenberg - Atlas Authority]

For the licensing portion, they offer something called a network license where you pay for it and all of the other sites get it for free. For access controls, it depends on what they are, but we have deployed this for huge orgs without any issues in the past.

[Andriy Dekhtyar _Rozdoum_]

Hi @Andrei Tuch 

Well, another option might be to consider WatchTower , even though you won't get unified JSD queue - you can get consolidated view across multiple Jira/JSD instances from one place without interference on customer's Jira side. 

Be ready to address questions from the team behind WatchTower in case you have one. 

Andrey