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
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
Once you do this you will understand much more about how the applicaiton works.
agent can be added into multiple projects through Users and Roles in Project Administration. Then they can work as agents for multiple projects.
Notifications are also project specific and can be configured in project administration. You can configure Notifications to be sent to all service desk agents when a new issue is created - to their email.
I hope this helps,
Thank you for your response and help.
We are actually using a cloud instance of JIRA Service Desk and I need help regarding how we can implement the Service Desk on our system so that it helps us get the best to our clients.
If you can help me on that, I'll be more than glad.
I will look into it and get back to you.
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