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Triage tickets based on organizations

Angelica Agud

As a digital agency, I created one service desk project with a portal that is being accessed by our clients (they are structured in different Organizations). For each Organization our agency has done one or several projects.

I didn't want to create a service desk project for each client project, so I thought of having all the clients report to one service desk project as different organizations that cannot see outside of their organization.

However, if a ticket is opened by a client belonging to Organization A, I want it assigned to a certain team A assignee/agent that further triages and only team A should be able to see Organization A incoming tickets in their queues.

If a ticket is opened by a client belonging to Organization B, I want it assigned to a certain team B assignee/agent that further triages and only team B should be able to see incoming Organization B tickets. Team B should not be able to see incoming Organization A tickets in their queues.

How can I do this? It's not a matter of issue type, but a matter of grouping queues based on what client Organizations the tickets are coming from, to target different groups of agents. Is it even possible without using the Queues extension from Deviniti? Or can I configure JSD in any other way that can fit my business needs? I might have done it all wrong .

Pwease help, thank you.

Accepted answers

Michael Kuhl {Appfire}

HI @Angelica Agud - You can easily make separate queues by organization so that agents have a queue where they only see the tickets they need to see. When you create the queue specify the organization as part of the JQL issue filter for the queue.

You mentioned restricting visibility as well. If you want to make it impossible for teams to see certain tickets at all, but still have them all in one Jira Service Desk project then you need to use the Issue Security feature. To make that happen automatically you need to use an automation app such as Automation for Jira. Here's a blog post on how to do just that.

All comments

Michael Kuhl {Appfire}

Angelica Agud

I will follow the blog post steps and see how it goes. However, do you know if the free Automation Lite addon can help instead? Paying license for 200+ Jira users it's too much. Or any free alternatives to solve this visibility problem?

https://marketplace.atlassian.com/apps/1215670/automation-for-jira-cloud-lite?hosting=cloud&tab=overview

And for example, if I have a Level 1 & 2 Support Team and I want all the incoming tickets to go there first and if they belong to Level 3, then Level 1 & 2 Support Team would escalate the tickets to Level 3 Team - but I don't want the two teams to see each other's tickets, unless they are escalated or sent back - then the best solution is the Issue Security feature again, right? Or is it two separate projects in JSD each assigned to a certain team/group? I hope it makes sense.

Thank you very much for your help !!!

Michael Kuhl {Appfire}

Depending on your ticket volume, Automation for Jira could work since you get 300 triggered actions per month with the free plan. I know of no free cloud apps that can do this. You are correct on your escalation example. Issue security will do that.

One other option is to make a seperate Jira Service Desk project for each customer - as you mentioned - where one must be a member of a given organization to see the portal. Then if you direct them to go to the main service desk portal they will only see their service desk. It's an extra click for your customers, but it works out of the box. This way you can manually set issue security as your method of escalation without needing any automation.

Angelica Agud

Thank, you. I think I would prefer to keep it all in one service desk.

Can you send me a link to the free plan for Automation for Jira? I cannot find it. Thanks a lot .

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