Integration 2nd/3rd Level Support ITSM

lh_2023

Hi there,

I am quite new to the topic Jira Service Management but do have a fundamental question concerning the integration of the 2nd and 3rd Level Support with Jira Service Management. We have the following:

• 1LS (Service Desk) is using Jira Service Management
• 2nd/3rd LS (other department) is maybe using Jira Software (most of the developing departments) or doesn't use a Jira product

What is the best way to enable the agents of the 1LS to assign the tickets to agents of the 2nd/3rd LS without giving them access to the whole project? Conditions:

• 1LS has the end-to-end responsibility, e.g. must have access to the ticket
• 1LS doesn't has access to the Jira Software projects of the 2nd/3rd LS
• 2nd/3rd LS only have access to the tickets they are assigned to

I already read something about creating a linked ticket in the Jira Software projects of the 2nd/3rd LS? If this is the only way to handle with, does that mean that every team that is involved to the 2nd/3rd LS needs to have an own project? Are there any other ways?

Thanks a lot!

Jack Brickey

Hi @lh_2023 , welcome to the community and to JSM.

The most common way and recommended way of doing this is as follows.

• never move a JSM issue to JSW. The reason for this is that it will break the connection with the customer if the JSW assignee is not an actual agent of the GSM project, which you generally do not want to do.
• when a JSM issue needs to involve your software team that is using JSW then you should use the "create linked issue" to create a JSW issue that is linked to your JSM issue.
• You can, if desired, use automation to have the JSM issue updated as the JSW issue is updated.
• if desired, the user assigned to the JSW issue can add internal comments to the JSM issue. However, they will not be able to add an external or public comment. This is left to the JSM agent to be the primary interface with your customers.

Let me know if you have further questions.