How to route 1st Level Issues into another Jira Service Desk project

Question

Hi,

we are planning to integrate Jira Service Desk into our organization. The goal is that every IT Team will have his own Jira Service Desk project so that Customers can track the status of their ticket over the portal.

Single point of contact should be the Help Desk who has also his own Jira Service Desk project. How should you ensure the ticket routing from the 1st Level to another IT Team? My current idea is to create a ticket via post-function into the 2nd level project and will leave a comment in the 1st level ticket like "this issue will be continued in XXX-123". Is this the way to go or how would you do that?

We don't want that the 1st Level will "move" the issue into another project because we will have 30 + Service Desk projects... We would like to categorize the issue for the 2nd level over the workflow (customfield, post-functions, etc...)

Shawn Masters · Answer

There are quite a few ways to handle this, below I have explained how we handle this:

We have a similar setup. 2 Service Desks 1 for Internal 1 for External which supports about 9 different software that our company maintains/develops on, each with its own Development project in Jira.

When a ticket arrives in the External Desk and Tier1 needs to escalate they move the ticket to an Escalation status which spins up a clone of the ticket and then links both of them together in the Developers Support backlog. Our Devs are allocated a certain number of hours each week to work on Support tasks like troubleshooting bugs or fixing known issues reported by the users.

When the Devs push a fix to production and close their linked issue it is reflected on the Tier1 ticket which then gets moved into a Resolved state for the Technicians to confirm the fix resolved the users issues.