One or Multiple Projects?

[rahil vasaya]

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.)

• Global Service Desk (operated from Pakistan)
• Global SOC (operated from Pakistan)

Pakistan:

• Global Service Desk (single point of contact for all countries)
• Global SOC (single monitoring for all countries)
• Tier2 End User Device Support
• Tier2 Networks Support
• Tier2 Telepone Support
• Tier2 Video Conference Support
• Tier3 Datacenter Support
• Tier3 Networks Support
• Tier3 Systems Administration
• Tier3 Messaging
• etc.

Australia:

• Tier2 End User Device Support
• Tier2 Networks Support
• Tier2 Telepone Support
• Tier2 Video Conference Support
• Tier3 Datacenter Support
• Tier3 Networks Support
• Tier3 Systems Administration
• Tier3 Messaging
• etc.

Canada:

• Tier2 End User Device Support
• Tier2 Networks Support
• Tier2 Telepone Support
• Tier2 Video Conference Support
• Tier3 Datacenter Support
• Tier3 Networks Support
• Tier3 Systems Administration
• Tier3 Messaging
• etc.

[Cristian0791 · Accepted solution]

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:

1. Create Security Levels:

   • Define security levels for each country (e.g., Visible to Australia, Visible to Canada, Visible to Pakistan).
   • For each security level, assign the appropriate user group, reporter, and assignee.

2. Create a Custom Field:

   • In the portal, create a mandatory field named "Country" for each form.

3. Set Up Automation:

   • Trigger: Issue created
   • Condition: Country = Canada
   • Action: Edit issue and set the Security Level to "Visible to Canada"

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!

[Rik de Valk · Accepted solution]

Hi @rahil vasaya

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: 

1. Ensure you have Groups per Country
2. Create an Issue Security Scheme. Docs about Issue Security: https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/ 
   1. Create a Level "Global" 
   2. Create one Leve per Country and assign the Groups for the Country to each
3. Create an Automation to set the Security level based on Country
4. Create Queues per Country

Have a nice day! Rik 

[Alex Koxaras _Relational_]

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.