How to Organize IT Sub-Team Queues in a Single Service Desk Project

We're currently building out a single Jira Service Desk project as a ticketing system. In our IT department we have 3 sub-teams with 5 techs in each sub-team; Helpdesk team, Server team, and Application team. 

All customer tickets will first be picked up by the Helpdesk to investigate. If the helpdesk needs to escalate the ticket to Server team, the department would like it set up so the ticket is escalated to some sort of Server team queue/container that anyn one of the 5 techs in the server team can grab the ticket and assign it to themselves. 

What is the best way to set this up in Jira Service Desk? Thanks!

2 answers

1 accepted

1 votes
Jack Brickey Community Champion Sep 01, 2017

based on what you have shared here is what i suggest...

Define Components for your sub-teams: Helpdesk, Server, Application

Create four queues based upon components: Triage, Helpdesk, Server, Application

  1. All new issues come into the initial Triage queue
  2. Helpdesk team triages and sets the component to align with the sub-team
  3. Sub-teams deal with their specific queues

Alternative to components: define Request Types that align with each team and define queues to align with Request types. For example you can create groups on the portal: Helpdesk, Server, Application w/ various request types under the group.

there are other ways too.

Thanks for the info. Components sounds like the easiest way to go. 

1 votes
Gaston Valente Community Champion Sep 01, 2017


I really depends on the way you're working and the licensing.

You can solve everything with only one project and all users being agents as you said or maybe you can setup a SD project and internal projects for every sub-team

When a ticket needs scalation an agent creates a linked issue in an internal project and the sync between the two is done with automation rules.

Here you have a trade-off, between simplicity (one project with all tickets) and a more organized setup, but which one is better depends on the number of issues being created, the number of issues being escalated and a lot of factors.

hope it helps you 

We want to keep everything in one project. Thanks for the info. 

Gaston Valente Community Champion Sep 01, 2017


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