Usage Jira Desk with groups of agents

Question

Hello, I have a question about JIRA DESK.

The issue is that I have a development area with 3 levels of experience, and I need that when my client creates the request, it is assigned to my level 1 team, and if my level 1 team can not solve it, it escalates to level 2 or 3 ...

The important thing is that my team of level 2 or 3 do not see the requests when they are in level 1 for example.

This is possible?

Luis S_ · Answer

At the moment i install "Backbone Issue Sync"  and the level 1 use Jira Desk, and level 2 and 3 use Jira

2ND LEVEL SUPPORT (JIRA SERVICE DESK <> JIRA)

Yours

Luis

Luis S_ · Answer

Hi alexey, in my case i have a Level 1 and Level 2 in the same proyect..

level 1 must see everyting in the proyect

level 2 you should see only your tickets  (tickets that were scaled from level 1)

Yours

Luis

Alexey Matveev · Answer

Hello,

You should use the issue level security for it. You can read more about issue  level security here:

https://confluence.atlassian.com/adminjiraserver073/configuring-issue-level-security-861253265.html