One Service Desk, Multiple Agents/Companies

[Daniel Lingfjord]

Hello, all.

I'd like to use one service desk project to cooperate and coordinate with other service desk people (agents and customers) without them ever finding out about each other despite being in the same project.

My company needs full permissions to all issues and organizations. Other companies needs permissions to only their own issues and organization and no one else's. I figured that I can use organizations and issue security levels to do this.

Is this something that is possible to achieve with out-of-the-box JIRA or expensive add-ins or scripting needed? Is it bad practice and we ought to use multiple service desk projects and work with a dashboard instead? I'd prefer to use "queues" though.

[Brant Schroeder · Accepted solution]

Daniel - I think you will be able to accomplish what you are asking for with the service desk software.  Just have a couple of questions.

1. Will you have agents from multiple companies in your service desk or will only your team members be agents?
2. If you will only have your team as agents is it OK if they see all issues?

[Daniel Lingfjord]

Hello Brant. Thank you for answer me.

1. There'll be agents from other companies. These agents are not allowed to see or touch issues from other companies.

2. My agents should see all issues. The other multiple companies agents and their issues are only allowed to see their own issues.

I'm attempting to host a platform where my company can act as helpdesk alongside other IT helpdesks without them interfering with each other.

I understand making multiple projects per helpdesk would be easier but I don't think it'll be as good for us who has to see everything.

I hope that makes sense.

[Brant Schroeder]

Daniel,

  You will want to make sure that you are adhering to Atlassian licensing.  I am not sure what that is in regards to the service desk and agents from multiple companies but you should check it out.  

I know that you do not want to use multiple desks (Projects) but that would be my  recommendation.  You can then use a dashboard to view issues across all service desks for you agents and easily keep companies self contained.  This is the cleanest and least complex way to accomplish what you are trying to do and in my opinion the most secure.  

If you do not want to go that route you can create a single service desk and use issue security. I would high suggest AGAINST it since issues could be routed incorrectly and end up in the wrong company queue and be seen by a company that it does not belong to.  

If you choose to do this I would suggest applying the security in the workflow and not allowing users to change security.  This will help prevent accidental security changes on issues.  You should also look at JSU or ScriptRunner so you can have some conditional post functions that apply the security or you will end up making a lot of workflows.

Let me know if you need anything else.

[Daniel Lingfjord]

Thank you, Brant.

I'll continue per your recommendation to stay clear from one project for everything. I'll setup project per customer/company and setup permissions per project in that sense.

I'll do a check up on their license as well.

[David Sumlin]

There are also some tricky limitations to using issue level security within Jira Service Desk.  This is one: https://jira.atlassian.com/browse/JSDSERVER-6041