Can you make different teams work for a customer using only one project?

Question

We want our Customers to use just one Service Desk Project as they should not have to figure out which Project to use at first.

Meanwhile, we have multiple Teams working on certain issue types, and only the Team working on it should be able to see those issues.

Is it possible to solve this Problem without manually assigning issues to a Team? Either by Setting up different Projects that are linked to each other, so the customer still sees all updates on his issue, or by hiding some Queues for certain agents, if that´s possible.

Maybe there´s another solution we're not Aware of at the Moment.

I'd appreciate an answer on this issue, since there appears to be no answer in this Forum yet.

Andrew Laden · Answer

To build on that. Have a group picker field called "Team". Add to the create screen.

In your Customer Request type configuration, Add that field as a hidden field, with the value preset to the team that should handle that specific request type.

Then set your issue security scheme  Make a level called "Team Only" select the "group custom field value" and choose your "Team" field. (You may want to add project role project administrators as well, so that in case something is odd, a project admin can see all the tickets anyway)

Make that the Default for the scheme. And apply that scheme to your project. (or Add issue security to the create screen, hide it on the request type and preset it to "Team Only". I think you can do that though I haven't tested)

Susan Hauth _Jira Queen_ · Answer

Hi Jonas,

If you want to stay in one project, but based on what you're telling me I'm not sure why, I would set up multiple projects.

However, you could use Issue Security.

https://confluence.atlassian.com/adminjiraserver073/configuring-issue-level-security-861253265.html

Cheers,

Susan