Jira service desk request order by groups

Ronen Erlich

Hi all,

Does anyone know if I can create also sub-groups for request type in Jira SD?

My current challenge is that I am creating a service desk (server solution) for the company security information department and they have multiple teams. they would like to have one service desk for the department and sort the request per team. Some teams have more than 10 request type so they want to sort those into groups too -

so, ideal solution will be 1 service desk for the department, request types sorted by groups, and in each group have sub-groups for request types (i.e. "risk mgmt" subgroup will include both "risk assessment" and "risk exception" request type) 

is it doable, can we make REST API changes to create the subgroups, or is there any add-on that can handle that/

Thanks community!

Ronen

Jack Brickey

there are a number of ways to achieve this.

The first I would consider is to use Components. The Components would represent the teams w/in the department. If your customers are aware of the teams then you can make Components a require field and even if they are not aware if the naming of the Components is clear then they likely can guess the right one. In this way most of the issues will fall into the right queue right out of the gate. However, invariably issues will get moved around when a member of one team finds the issue belongs to another team. By using Components you can elect to set the default assign by component but isn't required.

You can also create a custom field, e.g. "Security Team" w/ a drop down selection. 

If you end up not having the customer contribute to directing the issue to the right team then you would have a single Triage queue where all (or designated group) be responsible for routing to the proper team's queue.