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Represent IT internal teams in JSD


I'm currently playing around with Jira Service Desk and want to make it usable for our IT department.


Our IT department is divided into 2 parts which differ heavily in there field of functions:

Team 1 is working on main infrastructure topis like servers, networking, telephony, mobile devices, etc.

Team 2 is working together with other departments on software parametrization in house. But it is not developing software!


For simplicity we only want to use one project.

What function can/should I use to divide those two teams within one project? 

Components? Custom field? Any other option?

It would be enough to just see Team 1 or Team 2 in Jira (for sorting stuff etc.)




5 answers

0 votes
Flavien Gache Community Leader Oct 06, 2020

The easiest solution would be to use Project Roles in your main project.

You can create two roles in System >Project Roles and customize their notifications/permissions etc...

Then you can assign roles to the different project members in Project settings > People.

I would say it would be actually more simple to have two projects mainly because:

  • Each have its own workflow and time frames.
  • Easier to filter and monitor each team's current status.

Is it possible to show separate projects as one project on the customer portal?

Currently for every project I create I get one more "tile" in the portal.

It would be easier for our internal customers...

Fahad Siddiqui Community Leader Oct 06, 2020

@IT-ZI  There are many ways in JSD.

I would suggest you the easiest way.

Create two different groups un Request types in same project

Name them

1. Systems / Applications

2. Network & Communication

Add your existing request types as per your requirement under this groups.

0 votes
Liron Atlassian Team Oct 06, 2020

Hey there! 

My name is Liron and I'm a product manager on Jira Service Desk.

Are you looking to block (permission wise) what one team does versus another? Do both teams ever have cross over work? Or, is the only reason to keep them in one project due to the fact you want one portal?



There isn't a need for blocking anything inside the teams or between the teams.
Cross over work is possible, but only 4-5% I think.

The only reason is that we want to have one clear portal. One entry point for  contacting IT. (And maybe in the future some other departments (like HR, etc.)) 

Could be a special thing in our company but there are lots of people who don't have that much experience in computers. They are working most of the time in laboratory (healthcare industry). Because of that we want to keep everything straightforward and simply clean without distraction or confusion.

0 votes
Jack Community Leader Oct 06, 2020

@IT-ZI , as you can see from the variations in the responses we really need more info to give you the best answer. If you simply want to ensure that your customers give you a clear view of what their issue is then you should stick with one project and leverage well formed Request types. Request type would be things like: Phone Support, Internet Issue, New PC for team A and: App1 Issue, App1 Enhancement for team 2. The RT forms can be individually configured to collect the necessary info.

Yes, the one-project solution sounds like the best for us.


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