Can two Service Management projects be combined internally for combined tracking by JSM Agents?

[Vinay Sharma]

We have two Jira Service Management projects created for internal customers and external customers respectively. Can these projects be combined internally for tracking by Jira Service Management Agents?

[Jack Brickey · Accepted solution]

Hi @Vinay Sharma , it seems you are looking for a means of creating a queue for your agents that span JSM projects. OOTB you could consider creating a Kanban board that your agents could use. However if you want more of a queue solution maybe consider an addon app. Here is one such option but there are others in the marketplace. queues-for-jira-service-management 

[Vinay Sharma]

Thanks! @Jack Brickey @Piyush A (STR) @Ivan Lima 

[Piyush A (STR)]

Hello,

multiple ways here

• boards: with both the project and swim lanes  based on project with great quick filters
• use dashboard (beautiful)
• connect you filters and dashboard into confluence for more better outlines 
• any reporting plugin if have - add them to dashboard
• (Other)use automations to alert or send mail to gets the status based on sla or queries

[Ivan Lima]

There are a few ways to think of how you can do that—for example, creating a board with an underlying filter that combines both projects. There're caveats like agents with access to both service projects, etc. A dashboard will also do it if you're interested in monitoring only.