JSM licence usage - Single project with multiple queues or One project per team

Question

Our IT Change Management team is migrating from Jira to JSM for improved ticket management. We have over 50 Engineering teams, with some deploying a high volume of change tickets (thousands quarterly) and others managing a much smaller volume. Our challenge is optimizing JSM resource allocation. We're considering two approaches:

* Single JSM Project with Multiple Queues: This would require fewer licenses but potentially lead to a cluttered interface for some teams.
* Multiple JSM Projects (One per Team): This offers clearer ownership and reporting but might require more licenses.

Our goal is to find the most efficient solution that minimizes license usage while ensuring smooth change request routing, clear visibility, and robust reporting across all teams.

Which approach do you think sounds better?

Eduardo Oliveira · Answer

Hi @Subhajit Ghosh

Take a look at this alternative solution (Marketplace App) called - Lineup ITSM Queues for Jira Service Management. Maybe it can be useful for your scenario.

Subhajit Ghosh_kt3ze2 · Answer

Thanks Chris C, for detailed reply. Your hybrid approach does makes sense since this is not one size fits all scenario.

Chris C__0601um · Answer

I would suggest doing both.
We also migrated from sharing a Jira Software Server, to using JSM Cloud.
My Systems team are the primary users, and Security team migrated with us.

I have my Systems team as our own project, and created multiple queues inside that project. One for each physical office team, to help filter their local-only requests, and one for cloud requests. The physical office queues are filtered on a custom field I made with each office code in it, and that field is required on every request submitted.

The Security project is separate from ours because we didn't want the things mingled together. Our teams do work very closely together, and we can get into each other queues. The other purpose for doing it this way was so that there were separate portal pages. Security things are all requested from the Security portal, and they have request type grouping that makes sense to their purposes, and ours are grouped to make sense for our purposes in our own portal. All the visible projects are shown on the main/root portal page.

Splitting your projects up does no affect licensing at all. Only agents consume a license on JSM. Only agents can get "inside" JSM to work tickets. Customers can only access the portal view, and do not consume a license.