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Multi stages Service Management

Oliver Eckle

Hello Community,

i am using jira service desk as one channel for our customer order process.

That works fine, but now i need some multi staged or multi level service desk solution.

The reason for that is that we are having some subsidiaries which want to use service desk (instead of email) for their order process too.

That means that the customer orders or send his questions around the order to the subsidiary (which could have their own service desk project) and the subsidiary need to create linked issues into the headquarter service desk for further details.

This is similar to the idea of having the linked jira software issues related to the jira service management issue but now on jira service management level.

I could provide a solution for that, but there is one important thing. the people from the subsidiary should only see their own tickets (but not on a portal level) also with the insights of the agent view cause within the headquarter service desk there will be also some related tickets to "software" projects for involving internal departments.

Any suggestions how i could share the agent view on a service management project only for the tickets a group of people created there?

Regards

Oli

Accepted answers

Brant Schroeder

@Oliver Eckle The only way I see this working would be to implement Issue Security on the Headquarter Service Desk. https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/ This way the agents of the subsidiary service desk would only be able to see the issues that they have been given access to through issue security.

In order for this to work though you would have to apply security to ever single issue that already exists in the Headquarter Service Desk making it so only your Headquarter Team can see them.

I am also not a big fan of issue security for situations like this. Although you can make it work it really goes against how the application is setup to work. Also someone making a change to the issue security could inadvertently open issues up to individuals whom you might not want to share the issues with.

All comments

Brant Schroeder

In order for this to work though you would have to apply security to ever single issue that already exists in the Headquarter Service Desk making it so only your Headquarter Team can see them.

Oliver Eckle

Thank you Brant, Issue Security comes also into my mind.

But as you mention its need to be handled very carefully.

And i also need something that works fine out of the box, without any human interation required.

If its on the person level, i could go with some permissions for assignee or reporter, but due to the need to do that on a group of users level i ruled that out.

I also was considering the Service Management Organization? Or what do you think about serveral Service Desks for the HQ, wihtin Software i could create a board by a filter on various projects, but i think the service desk queues are not that flexible?

Brant Schroeder

@Oliver Eckle Several service desks would work and would be a lot easier to ensure proper security is in place. You would need to create a dashboard to manage issues across service desks but it should work well. Reporting might be a little harder for SLAs, etc.

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