How to manage Service Projects Globally in JIRA Service Management?

Question

Hello Team,

We have 20 regions and we want to manage Service Request, Incident and Change in JIRA Service Management.

Our expectation - We will manage each region tickets by their own Service desk support group with limited visibility and If Global help needed, then that request will manage by Global Service desk support groups.

Also Global Support group agents able to view all tickets available in JIRA Service management.

What will be the best approach to manage the different region tickets and Global tickets in JIRA Service management?

Please guide me how to manage Service Projects in JIRA Service Management.

Thanks

Swopna

S Jena · Answer

Thanks @Danut M _StonikByte_ for the quick input.

Do we have any JIRA best practice to manage this scenario? -  You could have a project in JSM for every region and one for Global team. Or, you could have a single project in JSM for everything, and use the Component field or a custom field (like Team or Region) for assigning the ticket to a specific team.

Danut M _StonikByte_ · Answer

Hi @S Jena,

You could have a project in JSM for every region and one for Global team. Or, you could have a single project in JSM for everything, and use the Component field or a custom field (like Team or Region) for assigning the ticket to a specific team. In this case, you will need filters for each team by that specific field, in order to determine/visualize their backlog/queue.

From project tracking perspective, you could have a Jira dashboard with the necessary gadgets in place (charts, diagrams, numbers, etc) for each region and one for the global level. These two articles might be of great help for you in building such dashboards:

* https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369
* https://community.atlassian.com/t5/App-Central/How-to-track-scaled-agile-SAFe-projects-in-Jira-with-Great/ba-p/1929694

This is an example of board for a team/region:

Disclosure: I'm the one who wrote these articles and my team develops the Great Gadgets app, which is referred in these articles. If you need any help with these, please contact support@stonikbyte.com.

If you have any questions, please let me know.

Danut.