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Linking Jira Client projects to service management

We use Jira Projects as clients. Each "project" is a different client so each client has their own board. 


When we have actual projects for those clients, we create an epic and then put the corresponding tasks for the team in as tasks.

In the below example: is the client and this is the Board. Brand Re-Fresh is the project for that client and Site Map is the task


Is there a way to have one service management queue and be able to update a client key/Project or link all of the projects so that when the ticket comes in we can assign it to the right client? This way all of the JSM ticket and the tasks are all linked to the corresponding client. 

If a ticket comes in under the Forbin Help Desk with ID FHD-4, I want to be able to update that with the client. I am the only agent having multiple roles at the moment and I need to set this up to train someone. 

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Nic Brough -Adaptavist-
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Apr 05, 2023

Welcome to the Atlassian Community!

>Is there a way to have one service management queue and be able to update a client key/Project or link all of the projects so that when the ticket comes in we can assign it to the right client? 

The short answer is "no". 

Queues belong to Service Desks, and those have a 1:1 relationship with projects.  If you go to the list of queues and try to add a new one, you'll find it says "queue is already filtered by <current project>"

You can create cross project/desk boards if you have Jira Software.

The only way I can work out how to do something like this would be to restructure your projects a bit, into a shape more like Atlassian designed it for.

It's fine to have one project per customer, Atlassian's intent was "projects by team, or development area", not customer, but it works fine for customer-projects too.

The main change would be to move to using a single portal project for all customers (don't worry, it's trivial to segregate them so one customer has no idea that there are other customers are there, let alone see other requests from other organisations).

Your helpdesk agents work in there, using it as the interface between you and the customer.  You can then create a load of queues that include all incoming requests.  When you get a request that needs to go into a customer-project, the agent uses "create linked issue" to get a copy into the right place.  Project team fixes it locally (most of us automate "developer finished issue, update the request in the portal, or at least let the agent know)

This could save you money too, if you changed the current projects to be Software or Work Management projects.  Agents are expensive accounts, Jira "developers" are cheap to licence.

Thanks! This is what I am currently doing. Our IT team uses ConnectWise and it's far too robust for what we need. I just need to be able to get to the tickets, see what the need is get the task in and be able to track the SLA time. 

I am just getting our company set up in Service Management so I didn't want to do it one way then have to redo it. I do have forms for each type of request and a universal "Forbin Help Desk" is the name of the portal. 

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