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Multi-Site Queue

Andrei Tuch

Our organization has multiple Jira instances (historical and organizational reasons, among them the need for some specific plugins that are too expensive to apply to a single overall site).

However, we have one First Line Support team that does monitoring for multiple sub-companies with their own Jiras. Essentially we now have 1LS agents logged into multiple Jiras simultaneously, switching back and forth (plus a shared inbox for email notifications, of course).

Is there a good product/way to set up a unified queue that would allow agents to monitor incoming tickets from Jira Service Management instances on separate (Cloud) sites? And respond to them from one window?

Thanks!

Accepted answers

All comments

Hernan Halabi - Elite IT Consulting Group

Hello @Andrei Tuch without apps to sync all the issues into one main project I can't think a way to do this. Nevertheless, why not have one JSM project for all instances and ask the user the instance he needs support at on the ticket? Optionally have one project per customer instance and then with this app you see them all in one place

https://marketplace.atlassian.com/apps/1216386/queues-for-jira-service-management?hosting=cloud&tab=overview

This might be a cost effective solution since you won't page for agents licences multiple times and you might even have a separate instance just for this so the apps cost isn't too high

Andrei Tuch

Hi Hernan,

Yes, that might be a good solution, but the issue is that First Level Support then needs to escalate some issue to Second/Third level, teams that are in remote instances. Can you think of a way to conveniently escalate/reassign a JSM ticket from Site A to a Jira Software project and assignee in Site B?

Thanks,

-A.

Hernan Halabi - Elite IT Consulting Group

Without giving a lot of thought into it. I think you should be able to build something cool to do this within opsgenie that you already have the product with JSM.

There might be drawbacks but it would keep the cost low

Boris Berenberg - Atlas Authority

You can escalate issues using Exalate (https://marketplace.atlassian.com/apps/1213645/exalate-jira-issue-sync-more?hosting=cloud&tab=overview) let me know if you need help implementing it as we're a partner of theirs.

Andriy Dekhtyar _Rozdoum_

Hi @Andrei Tuch

Well, another option might be to consider WatchTower , even though you won't get unified JSD queue - you can get consolidated view across multiple Jira/JSD instances from one place without interference on customer's Jira side.

Be ready to address questions from the team behind WatchTower in case you have one.

Andrey

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