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Multiple Service Desks/Projects

Ann Farrant

I have a service desk which internal and external Customers/users can create tickets from, mainly from sending in emails to the SD.

I now want to create a project for each internal department, such as Admissions, Media, Finance etc and be able to move tickets into them, so that it aids management, tracking and reporting.

The Main Service Desk will be the one where all the tickets come into but the each ticket will be categorised and transferred to the relevant Service Desk for investigation and resolution.

How is the best way to to do this please?

Many thanks.

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Mike Rathwell

Hi @Ann Farrant ,

I have almost exactly your scenario in my instance. In my case, I use it for times when, for example, a ticket is created in ITOps but belongs in the DevOps of Salesforce projects. What I did:

Created a custom field with radio buttons to select where it was going and put it in a simple screen to be used for transition.
Using either "Create on Transition" or "Jira Misc Workflow Extensions" (both are great for this), created a "Hand-off" transition that uses that hand-off field in the transition screen.
The post-function for "Hand-off" conditionally creates an issue based on the value set in the hand-off field, copies across summary with "Handed off from X project" appended, the description, and allows for a comment
Create a link between the original and the newly created issue.
The transition takes the original to a "done" state

Ann Farrant

Hi Mike

This is really helpful. So to clarify, you have multiple service desks/projects and they are configured as above to aid handing over and management of tickets?

Does this allow reporting by the various desks/projects/teams?

Once ticket is handed over, does it become their sole responsibility to action and close?

Is the master Service Desk able to still see the ticket and report on it for management reporting and housekeeping purposes?

Thanks again Mike, this is really useful.

Kind regards

Ann

Mike Rathwell

Hi Ann,

In my case, once I've handed off, it becomes a SEP (Somebody Else's Problem) and I close the ticket. That said, I do retain the link so I can see what happened if it ever comes back to me.

However, if you get really creative (and Jira Misc Workflow Extensions plugin will help a lot here), you can start to do things like, for example:

Ticket comes into the master, is adjudicated, and handed off to the target project with a link created between the two of them.
Master could go to, for example, an "In Work" status and sit there waiting for something to happen in the target project.
When the handed off ticket is completed in the target project, have the transition to "Done" contain a post function (JMWE) that transitions the linked issue.

You'll probably have to dig for an app that extends JQL (or just go with ScriptRunner which has the extensions and a ton of other things that you will end up needing eventually) so that queues in your master can look for issues with linked issues of a certain type in a certain project with a certain status.

Ann Farrant

Hi Mike

This is so useful and helpful, thank you so much.

I have had a dig around on my sandpit project and I am struggling to see the process of how to achieve the Field and Screen update, to achieve the object below, can you send me a quick idiots guide please

Created a custom field with radio buttons to select where it was going and put it in a simple screen to be used for transition.
Using either "Create on Transition" or "Jira Misc Workflow Extensions" (both are great for this), created a "Hand-off" transition that uses that hand-off field in the transition screen.
The post-function for "Hand-off" conditionally creates an issue based on the value set in the hand-off field, copies across summary with "Handed off from X project" appended, the description, and allows for a comment
Create a link between the original and the newly created issue.
The transition takes the original to a "done" state

This would be massively helpful.

Many thanks

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