Hi!
Today we use JIRA for projects and ServiceDesk for IT Support.
This is just internally in our business, so our "customers" are only internally.
Certain business users have access to certain software projects but the ServiceDesk is only for IT.
We use a custom field called "Assignment Group" which contains all the competency groups in IT as a way of assigning a ticket to a "group" and then letting them handle assigning tickets internally in that group (Infrastructure, NetSec, Local support UK / NO / etc).
We see that many systems require support and handling by business users as they are not incidents / requests about the systems themselves, but functionality / data within these systems, which is not something we in IT have competency for.
We dont want these business users to see the IT support tickets as they can sometimes contain sensitive data from the user and they should only be view-able by IT staff, but at the same time we want to assign tickets to these business users if its something they should typically handle.
Today we just redirect the users to "talk with someone in HR / Finance / CS" etc, which is not very user friendly and we want a single point of contact for our users.
So all incoming incidents / requests would still go through our global service desk, but they would have the option to assign tickets to the business super users if they - after classification of the ticket - finds out this is a business issue, not an IT issue.
What would be the best way to allow this?
We've brainstormed a few scenarios:
- Allow them access into our servicedesk, create assignment groups for each business area (Business: Finance, Business: HR etc) so we can assign tickets to that competency group and then use issue security to say that they can only see issues with "their" assignment group based on a jira access group (if this is even possible),
- Create a separate service desk for all business systems and then create different issue types for each business system and say create a group for each competency group and say that f.ex JIRA-Access-BusinessFinance will get access to all issue types they support by using issue security and limit them to the issue types they support.
- Create separate SD's for each business area, f.ex Finance Systems Support, HR Systems Support etc and then just have jira groups for access to each service desk (would be the easiest to control access to out of the 3 options we've come up with).
Are any of these actually good options or is there a better way to do this?
It has to be a service desk so the business super users can communicate with the customer.
