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Given that we are new to the Jira platform, I thought it prudent to put these questions out there, so we might be able to avoid mistakes that require our starting over from scratch...
An example of our potential Service Desk structure:
I found this for a suggested sequence online:
Thank you all for your wonderful help! Very appreciated...
Hello @Cole Simonson
I'm not able to address all your questions, but I want to clear up a fundamental misunderstanding.
You cannot nest Projects. There is no concept in Jira of a top level project and child projects. Projects are containers for issues. Projects can't "contain" other projects. If this is something that is critical to your operations this requirement would need to be explored in more detail to figure out what the real root needs are and see if there is something that could satisfy them.
And here are a few answers I can provide:
You don't need separate Confluence systems to separate the KBs for each service desk project. You link a service desk project to a Space within a Confluence system. That Space is the KB for the Service Desk.
Boards (Kanban or scrum) are used to view and manipulate issues. Boards select the issues to include based on a Filter Query. That Filter Query can be constructed to get all the issues in just one project, issues from multiple projects, or a subset of issues in one project. Issues can also be included in multiple boards, since boards just view and manipulate issues. So each Service Desk project could have its own discrete board and/or you could create Filters that would pull different combinations of some or all issues from some or all service desk projects. Once you have the filters constructed, you can create additional boards that use the filters you constructed.
Thanks for the clarifications, Trudy. I may not have used the correct terminology in talking about Projects within Projects. Where I wrote:
top-level Service Project,
I was meaning what I think Jira refers to as the 'Help Center'.
Perhaps I just should have asked there, if we have these 5 different Service Desks and someone puts a ticket in to get help in the wrong one, is it easy to move that ticket to another Service Desk, or is there anything to understand about how we configure these to make sure that can be done?
I have not actually tried moving an issue from one service desk project to another, and assessed the impact.
I know it is possible to move issues from one project to another (regardless of the type of project) if the user has sufficient permissions. That would have to be done by one of your internal users who has permissions in both projects. It could not be done by a Customer.
If there are different fields and/or different values available in the two projects, that would have impact on moving the issue.
I'm not sure if the customer and anybody with whom the issue was Shared would still have access after the issue was moved, unless they are Customers of both projects. That specific I have not explored.
Just to add to @Trudy Claspill answer. Atlassian has a vision for JSM where the customer has a single point that they go to to get help, and from there the ticket is then created in the correct tool that the receiving support team is using. This was announced during the ITSM keynote at Team 22, check out Sherif Mansour's presentation that start at the 19 minute mark.