I have several teams sharing a single Service Desk project. Each team is responsible for one or more of my project's Request Types - I have a queue set up for each team to monitor. The teams would like to be notified when a ticket is submitted matching a Request Type they are responsible for, but not for tickets that are of Request Types they are not responsible for. So in other words, they are only interested in notifications for their queue, not the project at large. Sometimes they want this notification to go to a single user/"Queue Manager", and sometimes they want it to go to a group of users.
First, before getting into the notifications of it all, is this a "standard" implementation of Service Desk, or does it make more sense to split the teams into separate projects? My instinct was to keep them together as all Request Types support a single product, even though each team sharing the Service Desk handles a different capability of the product. Since the users submitting our tickets are typically entry level, non technical staff such as call center representatives, keeping the portal and customer experience as simple as possible is pretty important. But as I play with notifications and other settings, it feels as if JSD is designed with a single team per Service Desk in mind.
All right, on to "notifications" (in quotations because I don't necessarily want or need to solve this via the Notification Scheme.
What's the most efficient way to solve this problem? Would you stick with automations and spend the license on a robot user? Is it better practice to accomplish this with groups and notifications? Very interested to hear what others have done. Thanks!
Hello Insight users, As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials. It would really helpful if you can ...
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