Hello,
My company operates in multiple countries, such as Australia, Canada, and Pakistan. Each country has its own local ICT support teams (Tier 2 and Tier 3). However, we have one service desk (tier1) and SOC for all countries that resolves 30% of issues at the first level, with the remaining issues assigned to the respective local ICT support teams.
Should we create one project for all countries, or should we create separate projects for each country?
If we create multiple projects, it becomes difficult for the service desk and SOC staff to create, escalate, and track issues in the respective projects.
What is recommended and easy for the team to use?
If we select one project for all, can we hide queues based on the country, so the team can only see their respective queues instead of all?
Team Structure:
Global (Australia, Canada, Pakistan etc.)
Pakistan:
Australia:
Canada:
Hi Rahil,
Hope you are doing well.
My suggestion is to work within a single Service Management project to keep all information centralized since the topics are related. While you cannot hide queues, you can use a workaround by creating Security Levels for each country (e.g., Visible to Australia, Visible to Canada, Visible to Pakistan). For each country, define a group of users who should have visibility, plus the reporter and assignee.
Here's a step-by-step approach:
Create Security Levels:
Create a Custom Field:
Set Up Automation:
With this logic, users from Canada will see all queues but only the tickets that have the security level set to "Visible to Canada". You can replicate this setup for all countries.
Hope this helps!
Happy Friday!
As @Alex Koxaras _Relational_ mentioned, you can buy Marketplace Apps to configure queues with 'permissions'. And such Apps will also allow you to create Cross-project queues. But I'll provide an answer that assumes no additional Apps.
Having one project for a Servicedesk is very useful, because of low maintenance, low complexity and usability.
Your requirement is to vary in permissions within this single project. The standard Jira solution for that is: Issue Security.
Using Issue Security levels, you can ensure that issues are only visible to one Country, or Globally.
And if you already have a field by which you assign an issue to a Country, you can set-up an automation that automatically sets the Security Level to the correct Level (Country).
Implementation would look something like:
Have a nice day! Rik
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Hi @rahil vasaya and welcome to the community,
Out of the box you can't hide queues based on any parameter. There are extensions out there that could help you create more complex issues and hide them manually for each country. This is cumbersome as well however.
The easiest way for all agents and end users would be to have a single project. However this means that a jira administator will have more maintenance, as you will utilize a more complex issue security scheme, based on custom field groups etc.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.