I want to understand the workflow for how a Service Desk agent can work on multiple Projects on Service Desk and manage requests?
How a Service Desk agent gets notified of New Issues on JIRA?
Please respond as soon as you can.
A service desk agent gets notified of new requests by creating a notification scheme in your service desk that notifies "service desk agents" when an issue is created.
For managing multiple projects, currently the Service Desk queues are by project only, so a shared agent would have to keep an eye on all the projects.
But there is no limit on how many projects a single agent can be assigned to.
Hope that helps
The agent will be notified via email when an issue is created or updated etc.?
How do we manage multiple projects within Service Desk?
I am confused about the workflow. Can you please let me know in detail or share some documentations?
I really appreciate your help.
Thank you!
When an agent signs in to the Service Desk account, is there a way the agent gets notified about the updates as in the new issues created and the changes made in the existing issues?
How does the system work?
Amira,
yes the agent can get notified via email if that is your desire. As Susan mentioned you simply need to configure the notifications scheme.
Multiple projects simply means that the agent will need to look at the boards/views for the different projects. The projects are distinguished by the project key, e.g. IT Support may be be ITS, Customer Support may be CS. The issues for each will be sequential and prefixed by the key, e.g. ITS-1, ITS-2..., CS-1, CS-2. You define the key when you setup the project.
I suggest two things to get you started:
1) Setup a cloud trial
2) Use this document - https://confluence.atlassian.com/get-started-with-jira-service-desk/get-started-with-jira-service-desk-917968272.html
Once you do this you will understand much more about how the applicaiton works.
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