Use linked issues for multiple service desk level

Nik Weber

We are evaluating Jira Service Desk as our new ticketing system.

We have a first, second and third level support. We have to separate the service desks from each other. Here's a description from our idea.

 

We want three seperated projects with different permissions and issue types. All tickets should be created in 1st-Level Service Desk with a mail-listener or the help portal. When the first level needs help or have to escalate the ticket to the next level, we want to create a linked issue in the second level project over a one click button like "escalate to second level". Our considerationis that this does not change the original ticket which is visible for our customers.

Is this possible or is there a better option for our project?

 

Thanks in advance.

Alexander Bondarev_x6gjf3

Hi, @Nik Weber 

Why do you want to use different projects to each Service-Desk`s Levels?

We always use one project with different Security Levels(documentation - Configuring issue-level security), if you have a goal to hide information from different Support Levels - you can just change Security Level on issue transition`s post-function. 

It is nice intrument because you can create different conditions on each transition aтв flexible set Security Levels. 

Also, in my case you can create personal SLA`s, Queues  etc for each Level. 

If you have 3-rd line support, who works in Jira Software - you can create linked issue on transitions. In that case Customers won`t see issues from Jira Software, but 3-rd Line will see JSD-issue and internal comment it(or update it throught JSW-issue(update linked issue on post-function).