We want to use service desk in related but different organizations in our company. These include customer service, IT helpdesk, and engineering teams. Tickets will be assigned and typically worked within the team that created them, but occasionally will be assigned across teams (ex. helpdesk (tier-1) assigned to engineering (tier-2)
What is the correct way to set this up in Service Desk / Jira? Different projects?
This can be done either by using separate projects for each team and then use automation to create a ticket in each team's project, or manually move the request over, or as you mentioned have all the teams work out of the same project. It all depends how your teams work.
I have a JSM project for HR, that is used for onboarding/offboarding besides common HR questions. Because there are other teams that get assigned tasks for onboarding/offboarding we implemented issue security so those teams (legal, engineering, IT) only have access to those requests and associated tasks.
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