What is the best practice setting up service dest for multiple products?
We decided to create a separate project for every product.
Afterwards we discovered that support email has to be diferent for each project.
So our customers will endup with:
What I'd like to create is some sort of global inbox with some automatic routing to new projects.
1. If possible to detect the product move ticket to a dedicated project
2. if not possible to detect leave for manual decission -> move to dedicated project
3. Have separate hipchat channels for each project
4. The customer should be able to communicate via email@example.com all the time while using email channel.
Is it possible to split this that way or its better to label issues and create Queues for each product?
Hi @Przemyslaw Chudzinski -extensi-
I have been tasked to do exactly that. Since you create multiple projects within the Service Desk, they will all have separate email addresses for Users to submit request tickets to. This setup would work if each separate project required 3 entirely separate departments or teams. Then that would be the ideal setup.
However, if you have one general employee base reviewing issues before assisting such as I do, I have made just one Service Desk Project with 3 different components. I created 3 different groups for each product, created the issue types, and edited the fields within Request Types to allow for Components to be a hidden field and a preset value. This means, when a User selects their Group on the portal screen, and attempts to submit a request--It will let me know automatically which product they are requesting assistance with. You can add each product as a Component and run under the same project.
I hope this helps some.
Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...
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