how best to handle requests fulfilled by more than 1 team

Karoleigh L Miller

I have service requests that are handled by more than 1 team.

 

What is the best way to build a workflow to accommodate this? Do i build 1 workflow with statuses that transition to the other team(s) or do i  implement the creation of link tickets or are there other suggestions?

Joseph Chung Yin

@Karoleigh L Miller -

Hi there:

In our env, when an issue is submitted to JSM/JSD, if the issue needs to be handled by multiple teams (in this case DevOps teams), we customized the WF in the JSD project to auto create issue in our DevOps team's Jira development project + at the same time creating the issue link setup automatically.  In addition, we also give the agent the ability to create linked issue in other DevOps teams' Jira projects.

We also have customization via workflow or via out of the box automation where the linked issue(s) is completed, it will triggers JSD issue to be resolve/closed automatically.

It has been working very well for us.  Hope this idea works for you.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.