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We are new to Jira Service Desk, have been using Jira for software development project management for a few months and are ready to start rolling out some help desks. Our department supports a number of other department's at our University with three main areas - Floor Plans & GIS, Application Support (purchased applications) and Web Development (both websites and custom-built applications). I head up the Web Development side and that is what I'm trying to create SD projects for.
I am struggling to find the best way to organize our Service Desks. We could create one SD project for each application, or create one SD project for all of our applications. I see pros and cons to doing it each way. The team is leaning towards one giant SD project with lots of groups (group per app). We have 8-10 web apps we support and another 6 (and growing) public websites. In addition, we do mobile device management and SharePoint Online support.
Our support team (on the web dev side) is small, currently there are only 3 of us. We feel that going to 10+ different service desk projects to look at queues would be annoying and would rather it was all in one. Are there drawbacks to organizing it this way? Thanks for any advice!