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Widgets for JSM on Teams Page

James Rickards _SN_

Since seeing the paper prototypes of the new teams landing page, I've had a few ideas for new Widgets/Information that I'd like to see. Starting this thread as a place for me to jot down any widgets that I feel would add value to the team and why.

e.g. As a JSM Team Member, I want to be able to quickly find issues in selected JSM Queues that are assigned to my team, so that I can pick up new work when I've got capacity

e.g. As a Team Member or Leader, I want to be able to see workload distribution across the team members, so that we can equitably balance the workload across the team.

Comments

April Chi

Hey @James Rickards _SN_ ,

Appreciate you sharing this along with their use cases, really helps 🙏

re; teams landing page, are you referring to the team profile page?

Mick Szucs

I agree these would be useful, but it has me wondering what Teams are supposed to be used for, and how they're intended to differ from Groups?

For example - is it even conceptually possible to "assign a JSM Queue" to a team?

It looks like teams are just collections of agents/users, detached from any specific project or queue.

You can get what you're looking for at the project and group level now - so why Teams?

James Rickards _SN_

Yep, whichever page you land on immediately after clicking on a "team" from the "team" drop down at the top of the screen in Jira or JSM. I can't recall if this was the profile page.

James Rickards _SN_

RE: is it even conceptually possible to "assign a JSM Queue" to a team?

Indeed it is! In the JSM world Team is directly linked to OpsGenie for alert routing.

We currently have various Queues that filter tickets based on the Team selected. Agents can pass tickets between teams by adjusting the Team field.

We also have auto-triage scripts that, based on keywords in an Emailed Request or the selected Request Type, will assign tickets to on-call members of specific rotations within the Team's Operations tab, so keeping the Team in the ticket sync with the Team the New Incident Alert is routed to helps.

There are various reasons our staff preferred to use "teams" over "groups".

Team Membership is visible to users making it more usable,
All Team members can be @mentioned,
Teams are a big part of the Advanced Roadmaps tool,
Teams seem to drive Atlas (although I'm not as familiar with this part of the stack).

The major drawback of Teams is that membership is not controlled and currently can't be managed via a group for auto-assignment of users to a team, but I believe that there may be work in the pipes to address this (with limitations). Can't share more due to NDA, but the ticket to follow is https://jira.atlassian.com/browse/JRACLOUD-80976.

Long term, my personal desire is that we can use Atlassian Guard to SCIM an Office 365 Group from Entra (i.e. MS Teams Team) and have that synced across to a Jira Group that is directly linked to a Team in Atlassian. Keeping these 3 elements in sync would provide consistency to users across the technology stacks. The linked group can be used to drive license and project/space access automagically once a user is added to the MS Teams Team.

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