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!
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
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.
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
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