Has anyone set up multiple service desk projects with one "top-level" service desk project?

Question

Some background, for example, each department in the company has their own Service Desk project - ecom, sales, applications, hardware etc. Each of these Service Desk projects has their own form that customers fill out in JIRA Central for our company. To make it simpler, we wanted to merge some of the JIRA forms so customers can fill in one form and be given the appropriate department ticket.

I am new to Service Desk, I found out that each form is for one project, so I attempted to create a Service Desk project that acts as an automated triage or "concierge" to move the ticket to the appropriate Service Desk project for that team. This would move based on certain criteria that was filled in the form.

I'm running into some workflow issues and wondering if anyone else has attempted the same thing and how they were able to get around it:

1. Automated forms cannot move a ticket, only create new, or clone to another project

2. Once a ticket is cloned or created new - the main line of communication is lost and now communicating only through the "second level" project

Has anyone attempted this before? We don't want the teams to merge into a new single Service Desk project as there's many queues, ticket properties and existing automations that will need to move. But we're trying to create a single ticket experience for the user.

Any tips, comments would be appreciated, thank you!

John Funk · Answer

Hi Brandon,

We do something similar where we have a single JSM project and form that collects the data. Then based on the value of one of the fields, we create a new issue in another project. That way all users go to the same form.

However, you will need to have a field with a dropdown value in it that relates to each project.

Brandon Wong · Answer

Thanks for the reply! The groups under a single project do go into a single Service Desk project, which we are looking to avoid since each team has their own Service Desk already set up with automations and queues. That work doesn't necessarily want to be replicated. End users can go into the company JIRA Central portal and there are many Service Desks available, but we wanted to make that experience more seamless and enter through a single point where the form they fill out will dictate which Service Desk project their issue will be created in. Hopefully that makes sense.

Jack Brickey · Answer

It is hard to say for sure, but based on what you’ve told me it seems to me the right approach would be to have a single project and create groups within that project portal that would provide associated forms for the given departments. Is there a reason why you chose not to go to this direction?