How to triage tickets from JSM portal to other projects based off of request type

Question

Hi!

I'm looking for the most streamlined way of triaging tickets created in my companys JSM portal and automatically assign to different teams in their specific projects based on the request type submitted. I tried creating an Automation to re-assign, but I see you can't reassign to a different project which is what I need.

Any other solutions? Thanks in Advance!

Christopher Yen · Answer

Hi @Avigail Max ,

Like Marc alluded to, it's probably not the best practice or best user experience to have the incident or request worked outside of the JSM project, but with that being said I have done it in situations where a service owner is moved to another team outside of our department and we don't have much of a say and we prefer to keep our customers going to one portal rather than know where to go for each request.

Essentially we'll work with the service owner's team to see what information and issue type they need and we resolve the original request with a comment that their request/incident will need to be transferred to another department and that we've created a new request on their behalf in their project and provide a new issue key and link.

Marc -Devoteam- · Answer

You could also have your jira user act as contributors on the raised requests, this wiil prevent creating duplicate issues in the system.

See the roles in JSM, what-users-and-roles-are-there-in-jira-service-management

Contributors can add comments to the issues, but no transition the issues.

Avigail Max · Answer

Yes I guess to link the issue because I need other teams/ projects working on tickets coming into a central support portal