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I was just wondering if anyone has implemented JIRA Service Desk in a large distributed organization. I am interested in how you collaborate across Service Desks? How you constructed your service desk portal? Do you have common SLAs? How are your permissions configured? And anything else you learned deploying the software?
We currently have the same issue within some of our units. They initially went with multiple service desks but over time ended up consolidating to a single service desk. I think most of them thought it would be better to segregate issues to help organize work but after having to use dashboards and loosing key SD functionality they ended up consolidating and using things like issue security to hide sensitive issues from those that do not need to see them. The only thing I wish is that you could provide visibility controls around queues so not everyone in the service desk would have to see all queues.
@Brant Schroeder I think Devinity have an add-on called Queues for JSD, which in the new version is supposed to do that - place visibility control over queues. I am also having the same demand:) Thanks for replying to the thread.
Dimitar
Hello,
You can manage a queues visibility using our app Queues for Jira Service Desk. It's only about defining which Jira groups should have an access to the queue. You can also create cross-projects queues.
Kate