JSM - Group issues and agents

Question

Hi all,
I am trying to setup a new service desk for my organization, which as got multiple teams in the IT department.
My initial question is about the grouping of people and the assignation of issues to these groups.
example
Agent 1, 2 ,3 ,4 ,5 are part of the IT Level 1 Team
Agent 6,7,8,9,10 are part of the IT Level 2 Team
Would it be possible to:
1) Group the users under these categories (L1, L2, L3)
2) Label/Categorize tickets for each team (L1 team would only be able to see L1 issues).
3) Is there a way to do this without having multiple projects linked between eachother?

Thanks

Davide Cioranu · Answer

Hi Jack,
Thanks for the detailed reply! 
That's correct, the Level 1 IT team will triage and review the issues created and then escalate them to the various Levels. Is there a way to escale this to different "L2 teams"? 
As example, L1 Helpdesk would triage the issue and depending by the type of service request/incident/change they can reroute the ticket to one of the L2 Teams(e.g. Network team or Development Team). Is the escalation only horizontal(L1>L2>L3) or can it be vertical(L1>L2Network or L2 Development)?
I saw you mentioning custom fields to indicate L2 to take over, however my idea was more to have a "group" field where the respective team would be linked to.
example: 
Issue is created, Group: L1 Helpdesk
Escalation is created > L1 team can choose the group (e.g. L2 Network). Group changes to "L2 Network".
Do you think that is possible?

Thanks
Davide

Jack Brickey · Answer

Hi @Davide Cioranu , welcome to the community.

First a question, will all issues initially be reviewed by your level one IT team and then passed along to the level two team if required? If not, how will the incoming issues be routed to the appropriate team?

Assuming that the level one team will perform the routing function then I would either add an escalation status to my workflow, or I would create a custom field that would be used to signify the need for the level two team to take over. In this way, the level one team would either transition the issue to the escalate status or select level two in the custom field. Then I would simply manage this through notification schemes or automation notification and I would create specific queues that would be targeted for my level two team.