How to organize my service desk project

Gaston Him April 10, 2022

Hi everybody, 

I'm in charge of organization and automation for my company which is working in Data analytics.

We have several customers under guarantee and other customers. Each customer has at least one project.

For the service management projects, each of them has a Jira customer portal.

I have to manage the service desk team's workload and priority, so I have put an automation rule to clone each ticket from each project into a central project: my service desk project.

Unfortunately doing that, I faced a blocking issue which is the double issue management, I mean, we have to handle the issue in the central project and the issue created by the customer in his dedicated project. 

I'm looking for your advices on the organizational best practices.  

Do I have to sync my central project to each of the customer project based on the cloned issue field ? Or maybe my approach is a dead-end approach and you can help me to define the best way.

 

Thx a lot for your time

 

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