JIRA for two service desk lines

Question

Hello,
My question is
If we have actually two lines of support service
first as Service Desk and second as Software development team(not all)
What is the best way to organize work in JIRA Service Desk and Software?

Like 1st line work in JIRA Service Desk 2nd line in Software, or all lines in JIRA Service Desk,
or may be use only JIRA Software ....

Iam in stack

Vlad_fwffcf · Answer

Thank you Jean,

Point is that
we have the same requests from customer wich we carry from 1 line to 2 line.
So problem is not divide different requests but how to pass it between 1 line 2 line and developers , what to use SD or SFD ?

Vlad

Jean-Théo _Adaptavist_ · Answer

Hi @Vlad

It is very easy to do both lines of support in a service desk project! You can setup your service desk with request types that will be used by customers in the portal (you can also set some hidden request types for internal JIRA users)

And you can use the same service desk project as a software project for JIRA users that have the application access (not portal customers). As long as you do not set a customer request type on an issue or that you set a hidden request type, it will not be displayed in the portal!

The difference between both types of users is permissions, the first one does not have an application access and the second one is usually in the jira-users group and has JIRA Software application access.

I hope this helps and that I understood your problem well!

JT