Lock down Service Desk Project Queues.

Shane Trumbull

Hello,

Our organization currently has Service Desk in place and a project created for our IT department. This project has many queues due to the the many different teams we have in our IT department. All assigned Service Desk Team Members to this project are assigned to different queues depending on their role within the department. Each assigned Team Member can see all queues within this project even though they live in different queues.

We are possibly looking at bringing Maintenance into Service Desk. Can we create them a Maintenance queue, add their Team Members to that queue, but lock them down so they can only see their queue and not all IT queues as well? Or would it be best to create a new Maintenance project?

Thank you,

Mike Rathwell

Hi @Shane Trumbull ,

You pose an interesting question and there really isn't a wrong way to do it. Both ways you suggest are viable but to fully implement the role based visibility of your first suggestion, you could get part of the way there with factory supplied functionality but might have to buy a plugin like Queues for Jira Service Desk to manage wholly.

So, if you want to keep it there and not spend $, you could:

1. Toss out all queues that show unassigned tickets and/or assign to a single triage person to assign to a human.
2. Make new queues for assignees and/or groups by setting visibility to where the JQL would be assignee = currentUser() or "Request Participants" = currentUser()

That way they would only see stuff they should. Perhaps you could have a post function on create that conditionally sets the values based on Customer Request Type.

All that said, I have a similar situation where Maintenance is part of Office Services (like ordering office supplies, shipping requests, etc). I made them a separate project. Currently the workflows and the like are shared. However, by separating them, I was able to make portals that are tailored to the function of the group getting the requests as well as screens, etc, that are meaningful to that set of functions.

Either work. I would, however, tend to go the second way as it keeps a single project from getting to be too much of a lumbering beast. Also, it leaves you a bit freer to have them functionally different without them tripping over each other.

Hope this helps.

Mike