Setting up Jira service desk for multiple internal teams

Question

Hi

I am trying to setup JIRA as service desk for our women welfare financial organization.

I am planning to use Jira service desk for the IT, HR, Finance, Accounts etc teams and looking for the best practices to be followed.

Like should I have requeste types created for each team and issue type inside it in single project or different project for each team etc....

If you have any guidelines or same case or presentation etc, can you please share with me

Thank You.

Petter Gonçalves · Answer

Hello @Admin_User

Welcome to the Atlassian Community!

I'm afraid we will need more details about your current scenario to give you a detailed use-case and help you define the best way to configure your multiple teams and departments with Jira SD. More specifically, can you provide us the requirements you have to configure your environment?

Based on the information provided so far, allow me to provide you some concepts and details to better know we are on the same page:

1 - Since you have several departments in your site and for each department you can have multiple request types, configure just a single Service desk project with different request types can make your customer portal to be a little confusing and misreading for your customers.

That being said, I suggest you to a separate project for each department you have, so you will be able to organize in a more granular way the request types in your customer portal:

IT Support                                                            HR
Hardware requirement                                    Employee Onboarding
Software Installation                                       Vacation Approval

2 - Additionally, using multiple projects to handle your issues will allow you to better handle its permissions, so if you want to restrict your teams from seeing issues that are not related to their work, this is definitely the correct option.

You can check more examples and details about the possible use cases you can achieve in the documentation below:

- Jira Service Desk: Configuring JSD for Various Use Cases

Let us know if you have any questions.