Can I connect the same Jira project to multiple Halp queues?

[Donavan Trieu]

We have one JIRA Service Management project that we use to manage requests across multiple departments - these requests are split by different request types. We would like to use multiple Halp queues and triage channels to manage these requests, so that each team can have their own triage channel. 

I know that Halp already has the functionality to only associated specific request types with a queue, but can we do that with the same project across multiple queues?

[Nadim Mouawad]

Hi @Mikael Sandberg is there an update on this issue ? We are also looking to do this for our teams. Is there maybe a workaround ?

[Mikael Sandberg]

Halp is set to be discontinued on June 4, 2024 and will instead be integrated in JSM and the new virtual agent. You can see the announcement here, The evolution of Halp into Jira Service Management Cloud 

[Nadim Mouawad]

Thank you for the update. We are using JSM and the virtual agent but we still can't have many triage channels. We would like to have many in order to divide requests between our teams and therefore establish clarity. Will this be possible after 4th of June ?

[Mikael Sandberg]

Based on the announcement my guess is that triage channels will go away and you are only linking your JSM project to a request channel. Will you be able to have multiple request channels? I would think so, but do not have a definite answer...

[Mikael Sandberg]

Hi @Donavan Trieu,

Welcome to Atlassian Community!

Yes, you can have multiple request channels connected to a single JSM project, all you have to do is invite Halp to your request channel and then connect it to the right queue in Halp. 

[Donavan Trieu]

Hi Mikael,

Thanks for the quick response. I'm actually wondering about multiple Halp queues connected to the same JSM project. This would allow us to have separate triage channels by JSM request type. Thanks!

[Mikael Sandberg]

No, you cannot connect multiple Halp queues to a single project, there is a one-to-one relationship between the triage channel and the project. You can find more information about it here.