How to Create Queues for Different Teams

Question

I have several teams that would like to be onboarded to using Service Management. I already set up a project. How would I onboard different support teams to the project? Can I set up a queue for each team and when a request is submitted, it goes into the Team's queue?

Édpo César_jh82dy · Accepted Answer

Hi, Andy!

Of course.

You can do this in several ways. You just need to know which field, value (in the field) or condition will identify for which queue(or team)the request goes to.

After that, go to the queue, or create a new one, and enter the condition for that queue in the search tab.

Chris C__0601um · Accepted Answer

Yeah you can totally do this fairly simply, you just need to decide how you want it to work. Let me provide you with how I did ours, and maybe that'll help you move forward.

I have 1 site, with 2 projects; Systems and Security. I am the "lead" for SYS, and the Security manager is the lead for "SEC". Making these separate, despite how closely we work together affords us certain benefits, one being the portals are separate which splits up the request forms conveniently. We have offices in different regions around the world, and thus different support staff in each region. So I made a custom field that is a list of 2-character region identifiers (you can use anything you want, as long as it doesn't confuse the users). For local support requests, the Reporter is required to choose the local region  the request pertains to. Then there is an automation that watches for a ticket to be submitted, and assigns the ticket to the local senior administrator based on the value of that field. It's just a string of if/then(s). Lastly, I made separate queues in SYS project that filters based on the value of that field.

so a USA based user submits a hardware request, marks "US" in that field. Then the automation assigns that ticket to my US based lead admin. He knows to check the queue "Local - US" for his stuff.

Since this field is available to all projects, Security uses it the same way, the correct person gets assigned tasks to onboard a new employee, for example.

Joseph Chung Yin · Accepted Answer

@Andy Rosengard

Hi Andrew:

The best way in my opinion is by identifying a field where you can tagged the incoming issues that can represents your different support teams.  Or you can create different request type setup targeting for yoru different support teams.

Once you are able to categorize the issues, then you can setup your project queues based on JQL queries for the different teams.

However one thing to remember is that your different support teams' team members will consume a full JSM agent license seat from your site.  It is because he/she will be handling the different incoming issues for your project in question.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.