Setting up single JSM project (user support) for multicounty organization

Question

Hi Team,

Need advise on how to setup JSM project for IT end user support for multicounty organization with dedicated IT team (1-2 members)  for respective country.  Currently i have configured portal and email channel both and the requirement is when employee from country "A" create ticket, it should be assigned to respective country IT team/queue. total countries are 10. Is there ab option to achieve this using Automation rule, customer fields etc. Pls see additional  details for you to understand the environment better:

1- Currently Service request , Incident, Knowledgebase and asset features are enabled for this  project.

2- We have integration with Azure AD identity using Atlassian access with SSO & MFA enforced for all employee across all country.

3- Customer can raise a request using email channel or portal as well.

Happy to share more details if needed.

Alok gupta · Answer

Note: I tried to do below, pls let me know if it is correct practices:

1- Created multiple organization in same project by country name and add all respective country employee's email id in same organization.

2- Created multiples queues and name them as per country e.g. UK-SR, US-SR, China-SR etc and assigned individual agent to respective country queue.

3- When I create automation rule to assign ticket to respective queues, I am unable to see queue in the list. My rule is when issue is created and if reporter is in a organization (organization is country name and added all employee from that country), then assign ticket to individual country queue)

Marc -Devoteam- · Answer

Hi @Alok gupta

On point 1 Yes.

On point 2 you can use if/else conditions in the rule, but it depends how many organisations you will need, as there is a limit on conditions and actions in an automation (I thought 36).

This could also mean a long running time on the rule.

So depending on the amount of organisations, see if 1 rule fits or otherwise make a rule per org.

On point 3, I would make queues per country, so agents now where to find there issues.

Alok gupta · Answer

Hi @Marc -Devoteam- Thanks for your suggestion. Do you mean below steps:

1- Create multiple organization in same project by country name and add all respective country employee's email id in same organization.

2- Do I need to create multiples queues and name them as per country e.g: UK-SR, US-SR, China-SR etc and create automation rule to assign ticket to respective queues.

3- How about mapping respective country agent to respective country queue ?

please correct my understanding and if possible, pls share step by step points or article to refer.