We are and IT service provider , shifting to JSM . I would like how to organize our projects .
We are supporting around 20 clients , each with different assets , services and SLA Agreements. I am planning to create 20 projects , hence 1 project for 1 Client . My L1 agent can work on any ticket form the 20 clients .
so I would like to know , if this the right approach or do you have better suggestions ?
will one agent will be able to see all cases in 1 his portal or he have to keep looping around projects ?
if the agent is seeing OPEN incidents will this show for all projects
For L1 support, we use a portal and SLA timer from Jira Service Management. For L2-L4 support - SLA Time and Report (created by our team). It works for Jira Software, Core issues, and for JSM tickets. In such a way, we connect all levels of support and reduce costs.
Let me know if you need more information.
Welcome to community.
Alternatively, you can use one single project to handle all client tickets. So, customers will create a ticket in unified project and all tickets will be handled in queues section by agents. You can create an "Organization" for each client and group users. Then define different SLA goals.
On the other hand, it is possible to define 20 projects. This time each project queues, project permissions, components and versions can be differentiated from each other if needed. Also the request types on portal can be different for each client as we separate the projects.
It totally depends on your requirements.
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